Science.gov

Sample records for affect customer satisfaction

  1. A modified dynamic evolving neural-fuzzy approach to modeling customer satisfaction for affective design.

    PubMed

    Kwong, C K; Fung, K Y; Jiang, Huimin; Chan, K Y; Siu, Kin Wai Michael

    2013-01-01

    Affective design is an important aspect of product development to achieve a competitive edge in the marketplace. A neural-fuzzy network approach has been attempted recently to model customer satisfaction for affective design and it has been proved to be an effective one to deal with the fuzziness and non-linearity of the modeling as well as generate explicit customer satisfaction models. However, such an approach to modeling customer satisfaction has two limitations. First, it is not suitable for the modeling problems which involve a large number of inputs. Second, it cannot adapt to new data sets, given that its structure is fixed once it has been developed. In this paper, a modified dynamic evolving neural-fuzzy approach is proposed to address the above mentioned limitations. A case study on the affective design of mobile phones was conducted to illustrate the effectiveness of the proposed methodology. Validation tests were conducted and the test results indicated that: (1) the conventional Adaptive Neuro-Fuzzy Inference System (ANFIS) failed to run due to a large number of inputs; (2) the proposed dynamic neural-fuzzy model outperforms the subtractive clustering-based ANFIS model and fuzzy c-means clustering-based ANFIS model in terms of their modeling accuracy and computational effort. PMID:24385884

  2. A Modified Dynamic Evolving Neural-Fuzzy Approach to Modeling Customer Satisfaction for Affective Design

    PubMed Central

    Kwong, C. K.; Fung, K. Y.; Jiang, Huimin; Chan, K. Y.

    2013-01-01

    Affective design is an important aspect of product development to achieve a competitive edge in the marketplace. A neural-fuzzy network approach has been attempted recently to model customer satisfaction for affective design and it has been proved to be an effective one to deal with the fuzziness and non-linearity of the modeling as well as generate explicit customer satisfaction models. However, such an approach to modeling customer satisfaction has two limitations. First, it is not suitable for the modeling problems which involve a large number of inputs. Second, it cannot adapt to new data sets, given that its structure is fixed once it has been developed. In this paper, a modified dynamic evolving neural-fuzzy approach is proposed to address the above mentioned limitations. A case study on the affective design of mobile phones was conducted to illustrate the effectiveness of the proposed methodology. Validation tests were conducted and the test results indicated that: (1) the conventional Adaptive Neuro-Fuzzy Inference System (ANFIS) failed to run due to a large number of inputs; (2) the proposed dynamic neural-fuzzy model outperforms the subtractive clustering-based ANFIS model and fuzzy c-means clustering-based ANFIS model in terms of their modeling accuracy and computational effort. PMID:24385884

  3. Student as Customer: Factors Affecting Satisfaction and Assessments of Institutional Quality.

    ERIC Educational Resources Information Center

    Browne, Beverly A.; Kaldenberg, Dennis O.; Browne, William G.; Brown, Daniel J.

    1998-01-01

    A survey of 736 college students investigated satisfaction with a university's business education program, with attention to ratings of services and educational quality, and their relationship to students' global satisfaction, willingness to recommend the institution, and satisfaction with educational value received. Results suggest institutions…

  4. Employee and customer satisfaction in healthcare.

    PubMed

    Jackson, Todd; Wood, Ben D

    2010-01-01

    There were multiple factors identified in a literature review that have a relationship to customer satisfaction, customer loyalty, employee satisfaction, and links between employee and customer satisfaction. Some of the factors identified were communication, wait times, perceived value, trust, dissatisfaction with management, changes in the workplace, vision,and fun at work. Managers must identify these topics to ensure customer satisfaction, customer loyalty,and employee satisfaction which will ultimately have a positive impact on their organizations. PMID:22279715

  5. Customer Satisfaction with Training Programs.

    ERIC Educational Resources Information Center

    Mulder, Martin

    2001-01-01

    A model for evaluating customer satisfaction with training programs was tested with training purchasers. The model confirmed two types of projects: training aimed at achieving learning results and at changing job performance. The model did not fit for training intended to support organizational change. (Contains 31 references.) (SK)

  6. Store manager performance and satisfaction: effects on store employee performance and satisfaction, store customer satisfaction, and store customer spending growth.

    PubMed

    Netemeyer, Richard G; Maxham, James G; Lichtenstein, Donald R

    2010-05-01

    Based on emotional contagion theory and the value-profit chain literatures, the present study posits a number of hypotheses that show how managers in the small store, small number of employees retail context may affect store employees, customers, and potentially store performance. With data from 306 store managers, 1,615 store customer-contact employees, and 57,656 customers of a single retail chain, the authors examined relationships among store manager job satisfaction and job performance, store customer-contact employee job satisfaction and job performance, customer satisfaction with the retailer, and a customer-spending-based store performance metric (customer spending growth over a 2-year period). Via path analysis, several hypothesized direct and interaction relations among these constructs are supported. The results suggest implications for academic researchers and retail managers. PMID:20476831

  7. An Overview of Customer Satisfaction Models.

    ERIC Educational Resources Information Center

    Hom, Willard

    This document is a report on how California community colleges can incorporate customer satisfaction models and theories from business to better serve students. Emphasis is given to two levels of customer satisfaction: macro- and micro-models. Macro-models look at how customer satisfaction relates to other elements or priorities of community…

  8. A Simulation Model for Measuring Customer Satisfaction through Employee Satisfaction

    NASA Astrophysics Data System (ADS)

    Zondiros, Dimitris; Konstantopoulos, Nikolaos; Tomaras, Petros

    2007-12-01

    Customer satisfaction is defined as a measure of how a firm's product or service performs compared to customer's expectations. It has long been a subject of research due to its importance for measuring marketing and business performance. A lot of models have been developed for its measurement. This paper propose a simulation model using employee satisfaction as one of the most important factors leading to customer satisfaction (the others being expectations and disconfirmation of expectations). Data obtained from a two-year survey in customers of banks in Greece were used. The application of three approaches regarding employee satisfaction resulted in greater customer satisfaction when there is serious effort to keep employees satisfied.

  9. 48 CFR 11.203 - Customer satisfaction.

    Code of Federal Regulations, 2010 CFR

    2010-10-01

    ... 48 Federal Acquisition Regulations System 1 2010-10-01 2010-10-01 false Customer satisfaction. 11... PLANNING DESCRIBING AGENCY NEEDS Using and Maintaining Requirements Documents 11.203 Customer satisfaction... reflects the customer's needs and to obtain suggestions for corrective actions. Whenever practicable,...

  10. 48 CFR 11.203 - Customer satisfaction.

    Code of Federal Regulations, 2014 CFR

    2014-10-01

    ... 48 Federal Acquisition Regulations System 1 2014-10-01 2014-10-01 false Customer satisfaction. 11... PLANNING DESCRIBING AGENCY NEEDS Using and Maintaining Requirements Documents 11.203 Customer satisfaction... reflects the customer's needs and to obtain suggestions for corrective actions. Whenever practicable,...

  11. 48 CFR 11.203 - Customer satisfaction.

    Code of Federal Regulations, 2012 CFR

    2012-10-01

    ... 48 Federal Acquisition Regulations System 1 2012-10-01 2012-10-01 false Customer satisfaction. 11... PLANNING DESCRIBING AGENCY NEEDS Using and Maintaining Requirements Documents 11.203 Customer satisfaction... reflects the customer's needs and to obtain suggestions for corrective actions. Whenever practicable,...

  12. 48 CFR 11.203 - Customer satisfaction.

    Code of Federal Regulations, 2011 CFR

    2011-10-01

    ... 48 Federal Acquisition Regulations System 1 2011-10-01 2011-10-01 false Customer satisfaction. 11... PLANNING DESCRIBING AGENCY NEEDS Using and Maintaining Requirements Documents 11.203 Customer satisfaction... reflects the customer's needs and to obtain suggestions for corrective actions. Whenever practicable,...

  13. 48 CFR 11.203 - Customer satisfaction.

    Code of Federal Regulations, 2013 CFR

    2013-10-01

    ... 48 Federal Acquisition Regulations System 1 2013-10-01 2013-10-01 false Customer satisfaction. 11... PLANNING DESCRIBING AGENCY NEEDS Using and Maintaining Requirements Documents 11.203 Customer satisfaction... reflects the customer's needs and to obtain suggestions for corrective actions. Whenever practicable,...

  14. Comprehensive Family Services and customer satisfaction outcomes.

    PubMed

    Huebner, Ruth A; Jones, Blake L; Miller, Viola P; Custer, Melba; Critchfield, Becky

    2006-01-01

    Comprehensive Family Services (CFS) is a strengths-based and partnership-oriented approach to casework implemented through multiple initiatives. This study examines the relationship between the practice of CFS and satisfaction of clients, foster parents, and community partners. CFS indicators are paired with statewide customer satisfaction survey results. CFS practices are associated with significantly higher customer satisfaction that improved over time for all groups. Although causality cannot be determined, the relationship is consistent, robust, and meaningful. PMID:17039825

  15. The hidden competencies of healthcare: why self-esteem, accountability, and professionalism may affect hospital customer satisfaction scores.

    PubMed

    Decker, P J

    1999-01-01

    Data from 103 for-profit, nonprofit, and government-owned hospitals, spread across about half of the United States clearly show that there are common elements and several core competencies in all hospitals, some probably driven by JCAHO accreditation standards, but others coming from universal experience stemming from the changes in healthcare. The common competencies that are not, in my opinion, driven directly by the JCAHO standards include professionalism, accountability, self-esteem, customer service/focus, communication, information management/using data in decision making, and teamwork. There are several possible connections among the core competencies that suggest that the effects of accountability and possibly self-esteem on such outcomes as patient satisfaction and quality of care should be the subject of more research in healthcare settings. There are, however, several possible interventions to increase the core competency base of any hospital, which can be applied without this research. Executives and managers who attempt to measure and change these common competencies through selection, assessment, organizational system change, or reward and compensation systems will change the competence base of their workforce in critical areas needed in the future healthcare economy. Using a competence model incorporating these competencies may change the culture of the organization toward that which will be needed for survival in the twenty-first century. PMID:10847920

  16. Analysis of Customer Loyalty through Total Quality Service, Customer Relationship Management and Customer Satisfaction

    ERIC Educational Resources Information Center

    Binsar Kristian P., Feliks Anggia; Panjaitan, Hotman

    2014-01-01

    This research talks about total quality service and customer relationship management effects toward customer satisfaction and its impact on customer loyalty. Fast food restaurant KFC, always strives to continue to make improvements in total quality service, so that customer satisfaction can be maintained, which in turn will have an impact on…

  17. Comprehensive Family Services and Customer Satisfaction Outcomes

    ERIC Educational Resources Information Center

    Huebner, Ruth A.; Jones, Blake L.; Miller, Viola P.; Custer, Melba; Critchfield, Becky

    2006-01-01

    Comprehensive Family Services (CFS) is a strengths-based and partnership-oriented approach to casework implemented through multiple initiatives. This study examines the relationship between the practice of CFS and satisfaction of clients, foster parents, and community partners. CFS indicators are paired with statewide customer satisfaction survey…

  18. NRMRL/TTSD CUSTOMER SATISFACTION FOCUS GROUP

    EPA Science Inventory

    TTB uses a variety of technology transfer products and tools to communicate risk and information about technologies and research. TTB has begun a project to use EPA's generic Customer Satisfaction Survey Information Collection Request (ICR) to determine satisfaction with their pr...

  19. 26 CFR 801.4 - Customer satisfaction measures.

    Code of Federal Regulations, 2010 CFR

    2010-04-01

    ... 26 Internal Revenue 20 2010-04-01 2010-04-01 false Customer satisfaction measures. 801.4 Section... REVENUE SERVICE § 801.4 Customer satisfaction measures. The customer satisfaction goals and... may be employed to gather data regarding customer satisfaction. Information to measure...

  20. 39 CFR 3055.90 - Reporting of customer satisfaction.

    Code of Federal Regulations, 2013 CFR

    2013-07-01

    ... 39 Postal Service 1 2013-07-01 2013-07-01 false Reporting of customer satisfaction. 3055.90... SATISFACTION REPORTING Reporting of Customer Satisfaction § 3055.90 Reporting of customer satisfaction. For... report, unless a more frequent filing is specifically indicated, addressing customer...

  1. 39 CFR 3055.90 - Reporting of customer satisfaction.

    Code of Federal Regulations, 2012 CFR

    2012-07-01

    ... 39 Postal Service 1 2012-07-01 2012-07-01 false Reporting of customer satisfaction. 3055.90... SATISFACTION REPORTING Reporting of Customer Satisfaction § 3055.90 Reporting of customer satisfaction. For... report, unless a more frequent filing is specifically indicated, addressing customer...

  2. 39 CFR 3055.90 - Reporting of customer satisfaction.

    Code of Federal Regulations, 2014 CFR

    2014-07-01

    ... 39 Postal Service 1 2014-07-01 2014-07-01 false Reporting of customer satisfaction. 3055.90... SATISFACTION REPORTING Reporting of Customer Satisfaction § 3055.90 Reporting of customer satisfaction. For... report, unless a more frequent filing is specifically indicated, addressing customer...

  3. 39 CFR 3055.90 - Reporting of customer satisfaction.

    Code of Federal Regulations, 2011 CFR

    2011-07-01

    ... 39 Postal Service 1 2011-07-01 2011-07-01 false Reporting of customer satisfaction. 3055.90... SATISFACTION REPORTING Reporting of Customer Satisfaction § 3055.90 Reporting of customer satisfaction. For... report, unless a more frequent filing is specifically indicated, addressing customer...

  4. 77 FR 12073 - Proposed Renewal of Information Collection: American Customer Satisfaction Index (ACSI...

    Federal Register 2010, 2011, 2012, 2013, 2014

    2012-02-28

    ... Office of the Secretary Proposed Renewal of Information Collection: American Customer Satisfaction Index... concerning the American Customer Satisfaction Index (ACSI) Government Customer Satisfaction Survey. DATES... INFORMATION: Title: American Customer Satisfaction Index (ACSI) Government Customer Satisfaction Survey....

  5. Customer satisfaction: a practical approach for hospitals.

    PubMed

    VanderVeen, L; Ritz, M

    1996-01-01

    A California hospital developed a program to better serve and satisfy its customers. This article details the hospital's plan to implement the program with the collection and use of data to measure success, promote staff accountability, and, ultimately, demonstrate improved customer satisfaction as measured by fewer complaints. The various activities initiated to promote staff education and recognize employees also are briefly addressed. PMID:10157248

  6. Cleaning up the customer satisfaction waste dump

    SciTech Connect

    Plunkett, C.; Katz, G.M.

    1994-11-01

    Most electric utilities have been measuring Customer Satisfaction for several years now with the explicit goal of inducing their employees to improve their handling of customers. While many companies experienced early improvements, the scores have now leveled off. Increasingly, utilities are finding that their Customer Satisfaction Measurement system has reverted to little more than a {open_quotes}report card,{close_quotes} with no clear connection to business practice or processes. Even more alarming is the fact that many companies are now questioning the value of this complicated and expensive effort. This phenomenon is not unique to the electric utility industry -- it is happening in almost every industry in America. What companies really need is a way to tie customer satisfaction to business practices. To accomplish this, the Southern Company, along with several other utilities, are using the Voice of the Customer Process, which came out of the Japanese auto industry. It combines Customer Satisfaction Measurement with Quality Function Deployment (QFD) in order to guide the company into linking specific customer wants and needs to explicit performance measures and business process improvement efforts.

  7. Applying statistics to improve internal customer satisfaction

    SciTech Connect

    Caplinger, W.H.

    1986-06-01

    Westinghouse Electric Corporation (WEC) is in the midst of an intense Quality Improvement Program (QIP). WHC operates the Hanford Engineering Development Laboratory (HEDL) for the Department of Energy (DOE) which is our one external ''customer''. During 1984 WHC developed a Seven Point QIP. One of these points was ''Customer Satisfaction through Excellence''. Besides recognizing the importance of the external customer, DOE, a concept of ''internal customer'' was developed. We wished to identify our internal customer, to measure and to improve his satisfaction. A pilot program of seven groups from across the laboratory activities launched the effort. All seven group managers experienced the Deming Videotapes or Seminar. An analysis of the Deming method for this application led to a 15-step plan. The plan began with identification of customer(s) and product(s) and reached steady-state with iterative improving control charts. Each group proceeded at its own pace and progress was reported monthly. The results varied. The group with a single product and several customers achieved the greatest success. They went on to use statistical process control methods. The group with a single customer and several products also achieved considerable improvement. The successes achieved by the support groups, where a wide range of products were provided to a wide range of customers, were in areas selected specifically for investigation.

  8. Reinventing information services to increase customer satisfaction

    SciTech Connect

    Madison, J.E.

    1993-12-01

    In this paper, the author presents her view of the role of an information service and proposes means of improving information customer service and satisfaction. The emphasis of the paper is on placing the primary value on the information customer rather than on the information itself. After receiving a request for information, the information service should strive for speed and accuracy of service to provide full-text sources in a language and format convenient to the customer. The author stresses that information professionals need to re-evaluate their roles to correctly assess and rectify customers` information deficiencies.

  9. Customer satisfaction in the emergency department.

    PubMed

    Worthington, Kelly

    2004-02-01

    Patient satisfaction is not merely a "smile and be nice" set of behaviors. It is a philosophy that is founded in the concept that the patient's experience of care is important and ultimately translates into their actual response to care. The improved response to care that patients exhibit makes patient satisfaction important from a clinical vantage point. That point alone is enough to justify implementation of and commitment to a customer satisfaction program. There are, however, other compelling reasons also. Customer satisfaction has profound ramifications for the financial status of the institution and for its professional reputation in the community. The caregivers who participate in a system of good customer satisfaction experience fewer malpractice suits than their counterparts. And they enjoy a work environment that is more stable and pleasant than other institutions. The implementation of a meaningful customer service program is a huge task. It is a fundamental culture change that requires vision, long-term commitment, and constant surveillance. The single most critical factor in the successful implementation of a program that produces all the gains that it promises is leadership. Leadership must set the stage, create the atmosphere,demand that staff meet expectations, reward success, provide an example,and shape the new culture. Without strong, clear leadership, any customer service initiative will be simply a hospital-wide exercise, and those staff members who harbor a cynical viewpoint will be proved right in the end.One major difference between a successful customer service initiative and an unsuccessful one is the level of sincerity the hospital and its staff have about the care they express for their patients. If the whole process is merely an exercise to improve scores, the success will be limited and without deep roots. If the push is to establish an atmosphere of genuine care and interest for patients, however, the results are more meaningful

  10. A customer satisfaction model for a utility service industry

    NASA Astrophysics Data System (ADS)

    Jamil, Jastini Mohd; Nawawi, Mohd Kamal Mohd; Ramli, Razamin

    2016-08-01

    This paper explores the effect of Image, Customer Expectation, Perceived Quality and Perceived Value on Customer Satisfaction, and to investigate the effect of Image and Customer Satisfaction on Customer Loyalty of mobile phone provider in Malaysia. The result of this research is based on data gathered online from international students in one of the public university in Malaysia. Partial Least Squares Structural Equation Modeling (PLS-SEM) has been used to analyze the data that have been collected from the international students' perceptions. The results found that Image and Perceived Quality have significant impact on Customer Satisfaction. Image and Customer Satisfaction ware also found to have significantly related to Customer Loyalty. However, no significant impact has been found between Customer Expectation with Customer Satisfaction, Perceived Value with Customer Satisfaction, and Customer Expectation with Perceived Value. We hope that the findings may assist the mobile phone provider in production and promotion of their services.

  11. Customer satisfaction: key to improved service planning

    SciTech Connect

    McAleer, L.J.; Dukich, T.

    1985-06-13

    This article focuses on the accurate measurement of customer needs and requirements for service-planning purposes. It is based on the assumption that providing maximum service value per dollar paid to the utility is a primary objective of utility managers. Using customer satisfaction and perceived service value as a basis for utility service and market planning offers several key benefits. However, in order to take advantage of these benefits, the process used to measure customer satisfaction must meet a number of criteria. A methodology that meets these requirements is the measurement of perceived value (MPV). This technique was developed by the Melior Group and has been successfully applied to more than 6000 consumers in a variety of service industries, including public utilities. The basics of MPV are described.

  12. Voice of the customer: Customer satisfaction measurement results, recommendations and action plans

    SciTech Connect

    Schriber, J.B.; Feniger, E.

    1994-11-01

    Southern California Edison has instituted a new business plan in 1991 for its Customer Solutions Department. One of the goals is to increase customer satisfaction through the measurement and continuous enhancement of value in each major customer segment. One of many tactics employed to implement this strategy was the establishment of a customer satisfaction measurement program and a customer satisfaction implementation program. The measurement of customer satisfaction baselines and development of feedback systems focuses on business lines with a high volume of customer transactions: customer communication centers, local/front offices, field services/meter readers, energy efficiency services and the electric distribution system design function. The customer satisfaction surveys are administered to approximately 10,000 customers annually. Using the results of the customer satisfaction baseline measurements, more than 200 employees formed teams to identify and implement more than 225 action items aimed at improving customer satisfaction. These strategies remain in place for 1994 and beyond.

  13. 26 CFR 801.4 - Customer satisfaction measures.

    Code of Federal Regulations, 2013 CFR

    2013-04-01

    ... 26 Internal Revenue 20 2013-04-01 2013-04-01 false Customer satisfaction measures. 801.4 Section... REVENUE PRACTICE BALANCED SYSTEM FOR MEASURING ORGANIZATIONAL AND EMPLOYEE PERFORMANCE WITHIN THE INTERNAL REVENUE SERVICE § 801.4 Customer satisfaction measures. The customer satisfaction goals...

  14. 26 CFR 801.4 - Customer satisfaction measures.

    Code of Federal Regulations, 2012 CFR

    2012-04-01

    ... 26 Internal Revenue 20 2012-04-01 2012-04-01 false Customer satisfaction measures. 801.4 Section... REVENUE PRACTICE BALANCED SYSTEM FOR MEASURING ORGANIZATIONAL AND EMPLOYEE PERFORMANCE WITHIN THE INTERNAL REVENUE SERVICE § 801.4 Customer satisfaction measures. The customer satisfaction goals...

  15. 26 CFR 801.4 - Customer satisfaction measures.

    Code of Federal Regulations, 2011 CFR

    2011-04-01

    ... 26 Internal Revenue 20 2011-04-01 2011-04-01 false Customer satisfaction measures. 801.4 Section... REVENUE PRACTICE BALANCED SYSTEM FOR MEASURING ORGANIZATIONAL AND EMPLOYEE PERFORMANCE WITHIN THE INTERNAL REVENUE SERVICE § 801.4 Customer satisfaction measures. The customer satisfaction goals...

  16. 26 CFR 801.4 - Customer satisfaction measures.

    Code of Federal Regulations, 2014 CFR

    2014-04-01

    ... 26 Internal Revenue 20 2014-04-01 2014-04-01 false Customer satisfaction measures. 801.4 Section... REVENUE PRACTICE BALANCED SYSTEM FOR MEASURING ORGANIZATIONAL AND EMPLOYEE PERFORMANCE WITHIN THE INTERNAL REVENUE SERVICE § 801.4 Customer satisfaction measures. The customer satisfaction goals...

  17. Measuring Customer Satisfaction. A Central Texas JTPA Study.

    ERIC Educational Resources Information Center

    Angel, P. Linda

    A study was conducted to determine the baseline by which to measure expected improvements in customer satisfaction for Central Texas Job Training Partnership (JTPA) programs. The survey was designed to facilitate assessment of the current level of customer satisfaction with service delivery and influences on customer satisfaction. Data were…

  18. MedlinePlus: The ForeSee Customer Satisfaction Survey

    MedlinePlus

    ... https://medlineplus.gov/survey/foreseesurvey.html The ForeSee Customer Satisfaction Survey To use the sharing features on this ... and MedlinePlus en español. NLM uses the ForeSee Customer Satisfaction Survey to measure online user satisfaction. The survey ...

  19. 76 FR 44351 - Proposed Renewal of Information Collection: 1090-0008, American Customer Satisfaction Index (ACSI...

    Federal Register 2010, 2011, 2012, 2013, 2014

    2011-07-25

    ... Satisfaction Index (ACSI) E-Government Website Customer Satisfaction Survey AGENCY: National Business Center... is soliciting comments concerning the American Customer Satisfaction Index (ACSI) E-Government... Richard_Tate@nbc.gov . SUPPLEMENTARY INFORMATION: Title: American Customer Satisfaction Index (ACSI)...

  20. 77 FR 36568 - Proposed Information Collection; Comment Request: Generic Customer Satisfaction Surveys

    Federal Register 2010, 2011, 2012, 2013, 2014

    2012-06-19

    ... URBAN DEVELOPMENT Proposed Information Collection; Comment Request: Generic Customer Satisfaction... information: Title of Proposal: Generic--Customer Satisfaction Surveys. OMB Control Number, if applicable... our customers. HUD will conduct various customer satisfaction surveys to gather feedback and...

  1. Study on Customer Satisfaction with Facilities Management Services in Lithuania

    NASA Astrophysics Data System (ADS)

    Lepkova, Natalija; Žūkaitė-Jefimovienė, Giedrė

    2012-12-01

    The article introduces the concept and content of facilities management (FM) services. The paper presents the concept of customer satisfaction and discusses the key factors which influence the opinions of customers and their satisfaction or dissatisfaction with the services provided. The article presents two studies: a brief survey of several FM service providers and a survey of customer satisfaction with FM services in Lithuania. The conclusions are given at the end of the article.

  2. Mechanisms linking employee affective delivery and customer behavioral intentions.

    PubMed

    Tsai, Wei-Chi; Huang, Yin-Mei

    2002-10-01

    Past empirical evidence has indicated that employee affective delivery can influence customer reactions (e.g., customer satisfaction, service quality evaluation). This study extends previous research by empirically examining mediating processes underlying the relationship between employee affective delivery and customer behavioral intentions. Data were collected from 352 employee-customer pairs in 169 retail shoe stores in Taiwan. Results showed that the influence of employee affective delivery on customers' willingness to return to the store and pass positive comments to friends was indirect through the mediating processes of customer in-store positive moods and perceived friendliness. The study also indicated that employee affective delivery influences customers' time spent in store, which, in turn, influences customer behavioral intentions. PMID:12395825

  3. Customer emotion regulation in the service interactions: its relationship to employee ingratiation, satisfaction and loyalty intentions.

    PubMed

    Medler-Liraz, Hana; Yagil, Dana

    2013-01-01

    Many studies have explored emotional regulation on the part of service employees, and its antecedents. However, customers' emotional regulation in general, and how it is affected by service employee behavior in particular, have received only scant attention. The present article explores a model suggesting that service employees' ingratiatory behavior relates to customer emotion regulation strategies, which in turn are related to customer satisfaction and loyalty. The model was tested with 131 service employee-customer dyads. The results show that service employee ingratiation was positively related to customers' deep acting but not related to surface acting. Customers' deep acting was positively related to their satisfaction. A positive relationship was found between customer satisfaction and loyalty. PMID:23724700

  4. Customer service providers' attitudes relating to customer service and customer satisfaction in the customer-server exchange.

    PubMed

    Susskind, Alex M; Kacmar, K Michele; Borchgrevink, Carl P

    2003-02-01

    The authors proposed and tested a model describing the relationship between customer service providers' perceptions and attitudes toward their service-related duties and their customers' perceptions of satisfaction with their service experiences. Results indicated that the perception of having standards for service delivery in an organization is strongly related to line-level employees' perceptions of support from coworkers and supervisors. Perceived support from coworkers was significantly related to service providers' customer orientation, whereas perceived support from supervisors showed a weaker relationship to a customer orientation. Ultimately, service providers' customer orientation was strongly related to customers' satisfaction with service. Finally, a set of post hoc analyses indicated that coworker and supervisory support explained a greater proportion of incremental variance in the model than did perceived organizational support alone. PMID:12675405

  5. 78 FR 21008 - Proposed Information Collection (NCA Customer Satisfaction Surveys (Headstone/Marker) Activity...

    Federal Register 2010, 2011, 2012, 2013, 2014

    2013-04-08

    ... AFFAIRS Proposed Information Collection (NCA Customer Satisfaction Surveys (Headstone/Marker) Activity... solicits comments on the burden estimates relating to customer satisfaction surveys involving the National... information technology. Title: Generic Clearance for NCA, and IG Customer Satisfaction Surveys. OMB...

  6. Managing customer satisfaction: New approaches to measurement and implementation

    SciTech Connect

    Haight, J.M.; Leon, G.H.

    1994-11-01

    This paper describes the development of Duke Power`s Customer Satisfaction Manager -- an innovative customer satisfaction measurement system -- from its inception to its application as a planning tool. It provides both market researchers and utility planners with the conceptual foundation for evaluating current satisfaction measurement systems and for moving toward the development of a satisfaction manager system. Importantly, it demonstrates the practical applications of the system and the various uses of the information that it yields by presenting results from customer requirement analyses and simulated service models. The paper concludes with discussions on Duke`s expansions of the approach to incorporate transaction-specific satisfaction measures and long-term satisfaction tracking methods.

  7. Building a new understanding of customer loyalty and satisfaction

    SciTech Connect

    Lineweber, D.; Leon, G.

    1995-04-01

    Customer loyalty is more than a matter of price. It also depends on other aspects of a utility`s relationship with its customers, such as its responsiveness to customer needs. This report examines one facet of the customer loyalty quesition: What is the relationship between measures of customer satisfaction and customer loyalty? In framing this issue, of 14 interviews with large industrial customers are summarized. The insights provided in this report may have significant implications for utilities regarding the way they must position themselves for retail competition.

  8. [Tangibles as predictors of customer satisfaction in sports services].

    PubMed

    Mañas Rodríguez, Miguel A; Giménez Guerrero, Guadalupe; Muyor Rodríguez, José María; Martínez Tur, Vicente; Moliner Cantos, Carolina P

    2008-05-01

    This study investigates the power of tangible dimensions of service quality to predict customer satisfaction. For this purpose, we statistically controlled the effects of dimensions of service quality that describe social interaction between employees and customers, both functionally and relationally. A field survey was conducted with the participation of 556 customers of a sports centre. The results showed that tangible dimensions of service quality predicted an additional and significant amount of customer satisfaction variance, beyond the effects of service quality of the social interaction. The article concludes with the discussion of the implications of these results. PMID:18413085

  9. Improving Customer Satisfaction in an R and D Environment

    NASA Technical Reports Server (NTRS)

    Alexander, Anita; Liou, Y. H. Andrew

    1998-01-01

    Satisfying customer needs is critical to the sustained competitive advantage of service suppliers. It is therefore important to understand the types of customer needs which, if fulfilled or exceeded, add value and contribute to overall customer satisfaction. This study identifies the needs of various research and development (R&D) customers who contract for engineering and design support services. The Quality Function Deployment (QFD) process was used to organize and translate each customer need into performance measures that, if implemented, can improve customer satisfaction. This study also provides specific performance measures that will more accurately guide the efforts of the engineering supplier. These organizations can either implement the QFD methodology presented herein or extract a few performance measures that are specific to the quality dimensions in need of improvement. Listening to 'what' customers talk about is a good first start.

  10. 77 FR 61777 - Notice of Submission of Proposed Information Collection to OMB Generic Customer Satisfaction Surveys

    Federal Register 2010, 2011, 2012, 2013, 2014

    2012-10-11

    ... customer satisfaction surveys to gather feedback and data directly from our customers to determine the kind... lists the following information: Title of Proposed: Generic Customer Satisfaction Surveys. OMB Approval... this data directly from our customers. HUD will conduct various customer satisfaction surveys to...

  11. 78 FR 73238 - Currently Approved Information Collection: Comment Request for Customer Satisfaction and Opinion...

    Federal Register 2010, 2011, 2012, 2013, 2014

    2013-12-05

    ... United States Mint Currently Approved Information Collection: Comment Request for Customer Satisfaction... United States Mint customer satisfaction and opinion surveys and focus group interviews. DATES: Written... Customer Spend Trajectory Research Survey. OMB Number: 1525-0015. Abstract: The proposed...

  12. 78 FR 38809 - Agency Information Collection (NCA Customer Satisfaction Surveys (Headstone/Marker)) Activity...

    Federal Register 2010, 2011, 2012, 2013, 2014

    2013-06-27

    ... AFFAIRS Agency Information Collection (NCA Customer Satisfaction Surveys (Headstone/Marker)) Activity....'' SUPPLEMENTARY INFORMATION: Title: Generic Clearance for NCA, and IG Customer Satisfaction Surveys. OMB Control... 12862, Setting Customer Service Standards, requires Federal agencies and Departments to identify...

  13. The ForeSee Customer Satisfaction Survey

    MedlinePlus

    ... measure online user satisfaction. The survey measures users' expectations and perceptions by asking standard questions about site ... score based on users' answers to questions on expectations and experience with the site. To find out ...

  14. 77 FR 61623 - Proposed Renewal of Information Collection: 1090-0007, American Customer Satisfaction Index (ACSI...

    Federal Register 2010, 2011, 2012, 2013, 2014

    2012-10-10

    ... collection of information was published on February 28, 2012 (77 FR 12073-74). No comments were received... Satisfaction Index (ACSI) Government Customer Satisfaction Surveys AGENCY: Office of the Secretary, National... collection for the American Customer Satisfaction Index (ACSI) Government Customer Satisfaction Surveys...

  15. Measuring Customer Satisfaction in Summer Courses

    ERIC Educational Resources Information Center

    Marzo-Navarro, Mercedes; Pedraja-Iglesias, Marta; Rivera-Torres, M. Pilar

    2005-01-01

    Purpose: The recent changes that have occurred in the Spanish university teaching environment, such as growing competition, have caused these courses to become an important differentiating element of what is offered by each university. Therefore, the authors propose to delve deeper into the relationship existing between satisfaction and the intent…

  16. Assessing customer satisfaction for improving NOAA's climate products and services

    NASA Astrophysics Data System (ADS)

    Meyers, J. C.; Hawkins, M. D.; Timofeyeva, M. M.

    2009-12-01

    NOAA's National Weather Service (NWS) Climate Services Division (CSD) is developing a comprehensive climate user requirements process with the ultimate goal of producing climate services that meet the needs of NWS climate information users. An important part of this effort includes engaging users through periodical surveys conducted by the Claes Fornell International (CFI) Group using the American Customer Satisfaction Index (ACSI). The CFI Group conducted a Climate Services Satisfaction (CSS) Survey in May of 2009 to measure customer satisfaction with current products and services and to gain insight on areas for improvement. The CSS Survey rates customer satisfaction on a range of NWS climate services data and products, including Climate Prediction Center (CPC) outlooks, drought monitoring, and ENSO monitoring and forecasts, as well as NWS local climate data services. In addition, the survey assesses the users of the products to give the NWS insight into its climate customer base. The survey also addresses specific topics such as NWS forecast category names, probabilistic nature of climate products, and interpretation issues. The survey results identify user requirements for improving existing NWS climate services and introducing new ones. CSD will merge the survey recommendations with available scientific methodologies and operational capabilities to develop requirements for improved climate products and services. An overview of the 2009 survey results will be presented, such as users' satisfaction with the accuracy, reliability, display and functionality of products and services.

  17. The Impact of IT Capability on Employee Capability, Customer Value, Customer Satisfaction, and Business Performance

    ERIC Educational Resources Information Center

    Chae, Ho-Chang

    2009-01-01

    This study empirically examines the impact of IT capability on firms' performance and evaluates whether firms' IT capabilities play a role in improving employee capability, customer value, customer satisfaction, and ultimately business performance. The results were based on comparing the business performance of the IT leader companies with that of…

  18. Service Quality and Customer Satisfaction: An Assessment and Future Directions.

    ERIC Educational Resources Information Center

    Hernon, Peter; Nitecki, Danuta A.; Altman, Ellen

    1999-01-01

    Reviews the literature of library and information science to examine issues related to service quality and customer satisfaction in academic libraries. Discusses assessment, the application of a business model to higher education, a multiple constituency approach, decision areas regarding service quality, resistance to service quality, and future…

  19. The Relationship between Earned Value Management Metrics and Customer Satisfaction

    ERIC Educational Resources Information Center

    Plumer, David R.

    2010-01-01

    Information Technology (IT) products have a high rate of failure. Only 25% of IT projects were completed within budget and schedule, and 15% of completed projects were not operational. Researchers have not investigated the success of project management systems from the perspective of customer satisfaction. In this quantitative study, levels of…

  20. A Brand Loyalty Model Utilizing Team Identification and Customer Satisfaction in the Licensed Sports Product Industry

    ERIC Educational Resources Information Center

    Lee, Soonhwan; Shin, Hongbum; Park, Jung-Jun; Kwon, Oh-Ryun

    2010-01-01

    The purpose of this study was to investigate the relationship among the attitudinal brand loyalty variables (i.e., cognitive, affective, and conative components), team identification, and customer satisfaction by developing a structural equation model, based on Oliver's (1997) attitudinal brand loyalty model. The results of this study confirmed…

  1. Interruption costs, customer satisfaction and expectations for service reliability

    SciTech Connect

    Sullivan, M.J.; Suddeth, B.N.; Vardell, T.; Vojdani, A.

    1996-05-01

    This paper summarizes results of a comprehensive study of the economic value of electric service carried out by Duke Power Company in cooperation with the Electric Power Research Institute. In the study, customer interruption costs were estimated for generation, transmission and distribution outages of differencing lengths occurring under varying circumstances. Interruption costs for momentary outages and voltage disturbances are also reported. In addition to these economic indicators of customer value of service, customer expectations for service reliability and power quality and their satisfaction with the service currently offered are reported. Statistical methods and procedures used in estimating interruption costs are described.

  2. The importance of measuring customer satisfaction in palliative care.

    PubMed

    Turriziani, Adriana; Attanasio, Gennaro; Scarcella, Francesco; Sangalli, Luisa; Scopa, Anna; Genualdo, Alessandra; Quici, Stefano; Nazzicone, Giulia; Ricciotti, Maria Adelaide; La Commare, Francesco

    2016-03-01

    In the last decades, palliative care has been more and more focused on the evaluation of patients' and families' satisfaction with care. However, the evaluation of customer satisfaction in palliative care presents a number of issues such as the presence of both patients and their families, the frail condition of the patients and the complexity of their needs, and the lack of standard quality indicators and appropriate measurement tools. In this manuscript, we critically review existing evidence and literature on the evaluation of satisfaction in the palliative care context. Moreover, we provide - as a practical example - the preliminary results of our experience in this setting with the development of a dedicated tool for the measurement of satisfaction. PMID:26837318

  3. 76 FR 17189 - Revision to Currently Approved Information Collection: Comment Request for Customer Satisfaction...

    Federal Register 2010, 2011, 2012, 2013, 2014

    2011-03-28

    ... United States Mint customer satisfaction and opinion surveys and focus group interviews. DATES: Written...); YPollard@usmint.treas.gov . SUPPLEMENTARY INFORMATION: Title: United States Mint customer satisfaction and... United States Mint Revision to Currently Approved Information Collection: Comment Request for...

  4. 75 FR 35093 - Submission for Review: Customer Satisfaction Surveys, OMB Control No. 3206-0236.

    Federal Register 2010, 2011, 2012, 2013, 2014

    2010-06-21

    ... MANAGEMENT Submission for Review: Customer Satisfaction Surveys, OMB Control No. 3206-0236. AGENCY: U.S... on a revised information collection request (ICR) 3206-0236, Customer Satisfaction Surveys. As... performance in providing services. Customer satisfaction surveys are valuable tools to gather information...

  5. 78 FR 60020 - Proposed Collection: Comment Request for Voluntary Customer Satisfaction Surveys

    Federal Register 2010, 2011, 2012, 2013, 2014

    2013-09-30

    ... Bureau of the Fiscal Service Proposed Collection: Comment Request for Voluntary Customer Satisfaction... Customer Satisfaction Survey. DATES: Written comments should be received on or before November 30, 2013 to...: Title: Voluntary Customer Satisfaction Survey to Implement Executive Order 12862 OMB Number:...

  6. 78 FR 56229 - Information Collection; DigitalGov Customer Satisfaction Survey

    Federal Register 2010, 2011, 2012, 2013, 2014

    2013-09-12

    ... ADMINISTRATION Information Collection; DigitalGov Customer Satisfaction Survey AGENCY: Office of Citizen Services... regarding the DigitalGov Web site Customer Satisfaction Survey. DATES: Submit comments on or before November... Customer Satisfaction Survey by any of the following methods: Regulations.gov :...

  7. 75 FR 3539 - Agency Information Collection (NCA Customer Satisfaction Surveys (Headstone/Marker)) Activity...

    Federal Register 2010, 2011, 2012, 2013, 2014

    2010-01-21

    ... AFFAIRS Agency Information Collection (NCA Customer Satisfaction Surveys (Headstone/Marker)) Activity.... National Cemetery Administration Mail Surveys a. Next of Kin National Customer Satisfaction Survey (Mail to... National Customer Satisfaction Survey (Mail to 5,000 respondents/30 minutes per survey) = 2,500 hours. ]...

  8. 49 CFR 579.5 - Notices, bulletins, customer satisfaction campaigns, consumer advisories, and other communications.

    Code of Federal Regulations, 2014 CFR

    2014-10-01

    ... 49 Transportation 7 2014-10-01 2014-10-01 false Notices, bulletins, customer satisfaction... General § 579.5 Notices, bulletins, customer satisfaction campaigns, consumer advisories, and other... to NHTSA a copy of each communication relating to a customer satisfaction campaign, consumer...

  9. 49 CFR 579.5 - Notices, bulletins, customer satisfaction campaigns, consumer advisories, and other communications.

    Code of Federal Regulations, 2011 CFR

    2011-10-01

    ... 49 Transportation 7 2011-10-01 2011-10-01 false Notices, bulletins, customer satisfaction... General § 579.5 Notices, bulletins, customer satisfaction campaigns, consumer advisories, and other... to NHTSA a copy of each communication relating to a customer satisfaction campaign, consumer...

  10. 49 CFR 579.5 - Notices, bulletins, customer satisfaction campaigns, consumer advisories, and other communications.

    Code of Federal Regulations, 2012 CFR

    2012-10-01

    ... 49 Transportation 7 2012-10-01 2012-10-01 false Notices, bulletins, customer satisfaction... General § 579.5 Notices, bulletins, customer satisfaction campaigns, consumer advisories, and other... to NHTSA a copy of each communication relating to a customer satisfaction campaign, consumer...

  11. 49 CFR 579.5 - Notices, bulletins, customer satisfaction campaigns, consumer advisories, and other communications.

    Code of Federal Regulations, 2013 CFR

    2013-10-01

    ... 49 Transportation 7 2013-10-01 2013-10-01 false Notices, bulletins, customer satisfaction... General § 579.5 Notices, bulletins, customer satisfaction campaigns, consumer advisories, and other... to NHTSA a copy of each communication relating to a customer satisfaction campaign, consumer...

  12. A cross-lagged test of the association between customer satisfaction and employee job satisfaction in a relational context.

    PubMed

    Zablah, Alex R; Carlson, Brad D; Donavan, D Todd; Maxham, James G; Brown, Tom J

    2016-05-01

    Due to its practical importance, the relationship between customer satisfaction and frontline employee (FLE) job satisfaction has received significant attention in the literature. Numerous studies to date confirm that the constructs are related and rely on this empirical finding to infer support for the "inside-out" effect of FLE job satisfaction on customer satisfaction. In doing so, prior studies ignore the possibility that-as suggested by the Service Profit Chain's satisfaction mirror-a portion of the observed empirical effect may be due to the "outside-in" impact of customer satisfaction on FLE job satisfaction. Consequently, both the magnitude and direction of the causal relationship between the constructs remain unclear. To address this oversight, this study builds on multisource data, including longitudinal satisfaction data provided by 49,242 customers and 1,470 FLEs from across 209 retail stores, to examine the association between FLE job satisfaction and customer satisfaction in a context where service relationships are the norm. Consistent with predictions rooted in social exchange theory, the results reveal that (a) customer satisfaction and FLE job satisfaction are reciprocally related; (b) the outside-in effect of customer satisfaction on FLE job satisfaction is predominant (i.e., larger in magnitude than the inside-out effect); and (c) customer engagement determines the extent of this outside-in predominance. Contrary to common wisdom, the study's findings suggest that, in relational contexts, incentivizing FLEs to satisfy customers may prove to be more effective for enhancing FLE and customer outcomes than direct investments in FLE job satisfaction. (PsycINFO Database Record PMID:26783827

  13. A green vehicle routing problem with customer satisfaction criteria

    NASA Astrophysics Data System (ADS)

    Afshar-Bakeshloo, M.; Mehrabi, A.; Safari, H.; Maleki, M.; Jolai, F.

    2016-08-01

    This paper develops an MILP model, named Satisfactory-Green Vehicle Routing Problem. It consists of routing a heterogeneous fleet of vehicles in order to serve a set of customers within predefined time windows. In this model in addition to the traditional objective of the VRP, both the pollution and customers' satisfaction have been taken into account. Meanwhile, the introduced model prepares an effective dashboard for decision-makers that determines appropriate routes, the best mixed fleet, speed and idle time of vehicles. Additionally, some new factors evaluate the greening of each decision based on three criteria. This model applies piecewise linear functions (PLFs) to linearize a nonlinear fuzzy interval for incorporating customers' satisfaction into other linear objectives. We have presented a mixed integer linear programming formulation for the S-GVRP. This model enriches managerial insights by providing trade-offs between customers' satisfaction, total costs and emission levels. Finally, we have provided a numerical study for showing the applicability of the model.

  14. Healthscape role towards customer satisfaction in private healthcare.

    PubMed

    Sahoo, Debajani; Ghosh, Tathagata

    2016-07-11

    Purpose - The purpose of this paper is to identify the motives that enforce consumers to find out the major determinants that frame healthscape in private healthcare service that leads to their satisfaction in a developing country like India. Design/methodology/approach - The generic motive dimensions are identified using an exploratory factor analysis. Next the reliability and validity of the factors are established followed by regression analysis using SPSS 20.0 s/w. Findings - This paper identifies six healthscape motives in the private healthcare sector named as service personnel conduct and cleanliness, service delivery and facilities, ambience, location and look, appealing decoration, and upgraded safety service, out of which only service delivery, ambience, location, and decorations contribute the most to build customer satisfaction as per their significance value. Research limitations/implications - The various dimensions of healthcare motives should be viewed as the levers of improving hospitals' service quality in the minds of its present and future customers. This finding can offer valuable insight to the forthcoming as well as existing developer who are planning to have their healthcare service presence in India. Practical implications - This study suggests some important strategic guidelines for service positioning and market segmentation of healthcare services as per customer requirements. In the recent past, availing services from hospitals were purely utilitarian in nature. Customers were more inclined to get proper and timely services and cared more about the service quality of the healthcare service provider. Originality/value - This paper is among the few works done on understanding private healthcare service delivery process in India and customer satisfaction level from those Hospitals. This study addresses the gap by identifying a set of dimensions that are relevant to customers for a unique healthcare experience. PMID:27298059

  15. Improving customer satisfaction: emerging lessons about strategy and implementation.

    PubMed

    Morton, J

    1995-01-01

    A six-phase strategy has been developed and tested to strategically improve customer satisfaction across an entire managed care system. This article summarizes the theoretical underpinnings of the approach and highlights the first two phases of the overall strategy. Emerging lessons about strategy and implementation are described. A follow-up article will include a description of the last four phases of the strategy and a summary of initial results associated with the implementation of this approach. PMID:10142022

  16. The effect of proposed software products' features on the satisfaction and dissatisfaction of potential customers

    NASA Astrophysics Data System (ADS)

    Hussain, Azham; Mkpojiogu, Emmanuel O. C.; Yusof, Muhammad Mat

    2016-08-01

    This paper reports the effect of proposed software products features on the satisfaction and dissatisfaction of potential customers of proposed software products. Kano model's functional and dysfunctional technique was used along with Berger et al.'s customer satisfaction coefficients. The result shows that only two features performed the most in influencing the satisfaction and dissatisfaction of would-be customers of the proposed software product. Attractive and one-dimensional features had the highest impact on the satisfaction and dissatisfaction of customers. This result will benefit requirements analysts, developers, designers, projects and sales managers in preparing for proposed products. Additional analysis showed that the Kano model's satisfaction and dissatisfaction scores were highly related to the Park et al.'s average satisfaction coefficient (r=96%), implying that these variables can be used interchangeably or in place of one another to elicit customer satisfaction. Furthermore, average satisfaction coefficients and satisfaction and dissatisfaction indexes were all positively and linearly correlated.

  17. Customer satisfaction assessment at the Pacific Northwest National Laboratory

    SciTech Connect

    DN Anderson; ML Sours

    2000-03-23

    The Pacific Northwest National Laboratory (PNNL) is developing and implementing a customer satisfaction assessment program (CSAP) to assess the quality of research and development provided by the laboratory. This report presents the customer survey component of the PNNL CSAP. The customer survey questionnaire is composed of two major sections: Strategic Value and Project Performance. Both sections contain a set of questions that can be answered with a 5-point Likert scale response. The strategic value section consists of five questions that are designed to determine if a project directly contributes to critical future national needs. The project Performance section consists of nine questions designed to determine PNNL performance in meeting customer expectations. A statistical model for customer survey data is developed and this report discusses how to analyze the data with this model. The properties of the statistical model can be used to establish a gold standard or performance expectation for the laboratory, and then to assess progress. The gold standard is defined using laboratory management input--answers to four questions, in terms of the information obtained from the customer survey: (1) What should the average Strategic Value be for the laboratory project portfolio? (2) What Strategic Value interval should include most of the projects in the laboratory portfolio? (3) What should average Project Performance be for projects with a Strategic Value of about 2? (4) What should average Project Performance be for projects with a Strategic Value of about 4? To be able to provide meaningful answers to these questions, the PNNL customer survey will need to be fully implemented for several years, thus providing a link between management perceptions of laboratory performance and customer survey data.

  18. Customer Satisfaction Assessment at the Pacific Northwest National Laboratory

    SciTech Connect

    Anderson, Dale N.; Sours, Mardell L.

    2000-03-20

    The Pacific Northwest National Laboratory (PNNL) is developing and implementing a customer satisfaction assessment program (CSAP) to assess the quality of research and development provided by the laboratory. We present the customer survey component of the PNNL CSAP. The customer survey questionnaire is composed of 2 major sections, Strategic Value and Project Performance. The Strategic Value section of the questionnaire consists of 5 questions that can be answered with a 5 point Likert scale response. These questions are designed to determine if a project is directly contributing to critical future national needs. The Project Performance section of the questionnaire consists of 9 questions that can be answered with a 5 point Likert scale response. These questions determine PNNL performance in meeting customer expectations. Many approaches could be used to analyze customer survey data. We present a statistical model that can accurately capture the random behavior of customer survey data. The properties of this statistical model can be used to establish a "gold standard'' or performance expectation for the laboratory, and then assess progress. The gold standard is defined from input from laboratory management --- answers to 4 simple questions, in terms of the information obtained from the CSAP customer survey, define the standard: *What should the average Strategic Value be for the laboratory project portfolio? *What Strategic Value interval should include most of the projects in the laboratory portfolio? *What should average Project Performance be for projects with a Strategic Value of about 2? *What should average Project Performance be for projects with a Strategic Value of about 4? We discuss how to analyze CSAP customer survey data with this model. Our discussion will include "lessons learned" and issues that can invalidate this type of assessment.

  19. Student Satisfaction with Canadian Music Programmes: The Application of the American Customer Satisfaction Model in Higher Education

    ERIC Educational Resources Information Center

    Serenko, Alexander

    2011-01-01

    The purpose of this project is to empirically investigate several antecedents and consequences of student satisfaction (SS) with Canadian university music programmes as well as to measure students' level of programme satisfaction. For this, the American Customer Satisfaction Model was tested through a survey of 276 current Canadian music students.…

  20. Energy Efficiency and Renewable Energy Network (EREN): Customer satisfaction survey

    SciTech Connect

    Anderson, A.V.; Henderson, D.P.

    1996-04-22

    The Energy Efficiency and Renewable Energy Network (EREN) Customer Satisfaction Survey was developed and executed in support of EREN`s continuous quality improvement (CQI) plan. The study was designed to provide information about the demographic make up of EREN users, the value or benefits they derive from EREN, the kinds and quality of services they want, their levels of satisfaction with existing services, their preferences in both the sources of service and the means of delivery, and to provide benchmark data for the establishment of continuous quality improvement measures. The survey was performed by soliciting voluntary participation from members of the EREN Users Group. It was executed in two phases; the first being conducted by phone using a randomly selected group; and the second being conducted electronically and which was open to all of the remaining members of the Users Group. The survey results are described.

  1. 17 CFR 300.400 - Satisfaction of customer claims for standardized options.

    Code of Federal Regulations, 2010 CFR

    2010-04-01

    ... 17 Commodity and Securities Exchanges 3 2010-04-01 2010-04-01 false Satisfaction of customer... CORPORATION Closeout Or Completion of Open Contractual Commitments § 300.400 Satisfaction of customer claims... determining what a customer will receive in either (1) a liquidation proceeding pursuant to the Act or (2)...

  2. 17 CFR 300.400 - Satisfaction of customer claims for standardized options.

    Code of Federal Regulations, 2011 CFR

    2011-04-01

    ... 17 Commodity and Securities Exchanges 3 2011-04-01 2011-04-01 false Satisfaction of customer... CORPORATION Closeout Or Completion of Open Contractual Commitments § 300.400 Satisfaction of customer claims... determining what a customer will receive in either (1) a liquidation proceeding pursuant to the Act or (2)...

  3. 17 CFR 300.400 - Satisfaction of customer claims for standardized options.

    Code of Federal Regulations, 2012 CFR

    2012-04-01

    ... 17 Commodity and Securities Exchanges 3 2012-04-01 2012-04-01 false Satisfaction of customer... CORPORATION Closeout Or Completion of Open Contractual Commitments § 300.400 Satisfaction of customer claims... determining what a customer will receive in either (1) a liquidation proceeding pursuant to the Act or (2)...

  4. 17 CFR 300.400 - Satisfaction of customer claims for standardized options.

    Code of Federal Regulations, 2013 CFR

    2013-04-01

    ... 17 Commodity and Securities Exchanges 3 2013-04-01 2013-04-01 false Satisfaction of customer... CORPORATION Closeout Or Completion of Open Contractual Commitments § 300.400 Satisfaction of customer claims... determining what a customer will receive in either (1) a liquidation proceeding pursuant to the Act or (2)...

  5. Moderating effect of nurses' customer-oriented perception between organizational citizenship behaviors and satisfaction.

    PubMed

    Chang, Ching Sheng; Chang, Hae Ching

    2010-08-01

    This study investigates whether organizational citizenship behaviors enhance job satisfaction among nursing personnel, while exploring whether customer-oriented perception has a moderating effect between nursing personnel's organizational citizenship behaviors and job satisfaction.The authors used a cross-sectional survey sent to 500 nurses with 232 valid responses. According to the research findings, nurses' organizational citizenship behaviors have a positive and significant influence on job satisfaction. Results also indicated that the moderating effect of nurses' customer-oriented perception on the relationship between their organizational citizenship behaviors and job satisfaction was stronger for high customer-oriented perception than it was low customer-oriented perception. PMID:20693338

  6. 75 FR 9277 - Proposed Information Collection (Nation-Wide Customer Satisfaction Surveys) Activity: Comment...

    Federal Register 2010, 2011, 2012, 2013, 2014

    2010-03-01

    ... From the Federal Register Online via the Government Publishing Office DEPARTMENT OF VETERANS AFFAIRS Proposed Information Collection (Nation-Wide Customer Satisfaction Surveys) Activity: Comment.... Title: Nation-wide Customer Satisfaction Surveys, VA Forms 1465-2 through 1465-4. OMB Control...

  7. 77 FR 2349 - Proposed Information Collection (Nation-wide Customer Satisfaction Surveys) Activity: Comment...

    Federal Register 2010, 2011, 2012, 2013, 2014

    2012-01-17

    ... From the Federal Register Online via the Government Publishing Office DEPARTMENT OF VETERANS AFFAIRS Proposed Information Collection (Nation-wide Customer Satisfaction Surveys) Activity: Comment... forms of information technology. Title: Nation-wide Customer Satisfaction Surveys, VA Forms 10-1465-...

  8. 75 FR 65040 - Submission for Review: Customer Satisfaction Surveys, OMB Control No. 3206-0236

    Federal Register 2010, 2011, 2012, 2013, 2014

    2010-10-21

    ... MANAGEMENT Submission for Review: Customer Satisfaction Surveys, OMB Control No. 3206-0236 AGENCY: U.S... on a revised information collection request (ICR) 3206-0236, Customer Satisfaction Surveys. As... collection was previously published in the Federal Register on June 21, 2010 at 75 FR 35093 allowing for a...

  9. 78 FR 69643 - Proposed Information Collection; Comment Request; Generic Clearance for Customer Satisfaction...

    Federal Register 2010, 2011, 2012, 2013, 2014

    2013-11-20

    ... extension of the generic clearance to conduct customer satisfaction research which may be in the form of... customer satisfaction research efforts. Each research design is reviewed for content, utility, and user... Census Bureau Proposed Information Collection; Comment Request; Generic Clearance for...

  10. 77 FR 3843 - Agency Information Collection (Board of Veterans' Appeals Customer Satisfaction With Hearing...

    Federal Register 2010, 2011, 2012, 2013, 2014

    2012-01-25

    ... AFFAIRS Agency Information Collection (Board of Veterans' Appeals Customer Satisfaction With Hearing... techniques or the use of other forms of information technology. Title: Board of Veterans' Appeals Customer Satisfaction with Hearing Survey, VA Form 0745. OMB Control Number: 2900-0548. Type of Review: Extension of...

  11. 39 CFR 3050.53 - Information on customer satisfaction and retail access. [Reserved

    Code of Federal Regulations, 2010 CFR

    2010-07-01

    ... 39 Postal Service 1 2010-07-01 2010-07-01 false Information on customer satisfaction and retail access. 3050.53 Section 3050.53 Postal Service POSTAL REGULATORY COMMISSION PERSONNEL PERIODIC REPORTING § 3050.53 Information on customer satisfaction and retail access....

  12. 75 FR 38775 - Proposed Information Collection; Comment Request; Generic Clearance for Customer Satisfaction...

    Federal Register 2010, 2011, 2012, 2013, 2014

    2010-07-06

    ... extension of the generic clearance to conduct customer satisfaction research which may be in the form of... customer satisfaction research efforts. Each research design is reviewed for content, utility, and user.... Census Bureau Proposed Information Collection; Comment Request; Generic Clearance for...

  13. 75 FR 25320 - Agency Information Collection (Nation-wide Customer Satisfaction Surveys) Activities Under OMB...

    Federal Register 2010, 2011, 2012, 2013, 2014

    2010-05-07

    ... From the Federal Register Online via the Government Publishing Office DEPARTMENT OF VETERANS AFFAIRS Agency Information Collection (Nation-wide Customer Satisfaction Surveys) Activities Under OMB... INFORMATION: Title: Nation-wide Customer Satisfaction Surveys, VA Forms 1465-2 through 1465-4. OMB...

  14. 76 FR 44020 - Proposed Collection; Comment Request; Generic Clearance for Partners and Customer Satisfaction...

    Federal Register 2010, 2011, 2012, 2013, 2014

    2011-07-22

    ... Partners and Customer Satisfaction Surveys SUMMARY: In compliance with the requirement of section 3506(c)(2... Satisfaction Surveys: Extension. The information collected in these surveys will be used by the Center for..., unbiased from outside influence, timely, and (4) To develop new modes of operation based on customer...

  15. 77 FR 64382 - Agency Information Collection (Nation-Wide Customer Satisfaction Surveys) Activities Under OMB...

    Federal Register 2010, 2011, 2012, 2013, 2014

    2012-10-19

    ... From the Federal Register Online via the Government Publishing Office DEPARTMENT OF VETERANS AFFAIRS Agency Information Collection (Nation-Wide Customer Satisfaction Surveys) Activities Under OMB....'' SUPPLEMENTARY INFORMATION: Title: Nation-wide Customer Satisfaction Surveys, VA Forms 10-1465- 2 through...

  16. An Electronic Service Quality Reference Model for Designing E-Commerce Websites Which Maximizes Customer Satisfaction

    ERIC Educational Resources Information Center

    Shaheen, Amer N.

    2011-01-01

    This research investigated Electronic Service Quality (E-SQ) features that contribute to customer satisfaction in an online environment. The aim was to develop an approach which improves E-CRM processes and enhances online customer satisfaction. The research design adopted mixed methods involving qualitative and quantitative methods to…

  17. Understanding the relationship between Kano model's customer satisfaction scores and self-stated requirements importance.

    PubMed

    Mkpojiogu, Emmanuel O C; Hashim, Nor Laily

    2016-01-01

    Customer satisfaction is the result of product quality and viability. The place of the perceived satisfaction of users/customers for a software product cannot be neglected especially in today competitive market environment as it drives the loyalty of customers and promotes high profitability and return on investment. Therefore understanding the importance of requirements as it is associated with the satisfaction of users/customers when their requirements are met is worth the pain considering. It is necessary to know the relationship between customer satisfactions when their requirements are met (or their dissatisfaction when their requirements are unmet) and the importance of such requirement. So many works have been carried out on customer satisfaction in connection with the importance of requirements but the relationship between customer satisfaction scores (coefficients) of the Kano model and users/customers self-stated requirements importance have not been sufficiently explored. In this study, an attempt is made to unravel the underlying relationship existing between Kano model's customer satisfaction indexes and users/customers self reported requirements importance. The results of the study indicate some interesting associations between these considered variables. These bivariate associations reveal that customer satisfaction index (SI), and average satisfaction coefficient (ASC) and customer dissatisfaction index (DI) and average satisfaction coefficient (ASC) are highly correlated (r = 96 %) and thus ASC can be used in place of either SI or DI in representing customer satisfaction scores. Also, these Kano model's customer satisfaction variables (SI, DI, and ASC) are each associated with self-stated requirements importance (IMP). Further analysis indicates that the value customers or users place on requirements that are met or on features that are incorporated into a product influences the level of satisfaction such customers derive from the product. The

  18. CSI Index Of Customer's Satisfaction Applied In The Area Of Public Transport

    NASA Astrophysics Data System (ADS)

    Poliaková, Adela

    2015-06-01

    In Western countries, the new visions are applied in quality control for an integrated public transport system. Public transport puts the customer at the centre of our decision making in achieving customer satisfaction with provided service. Sustainable surveys are kept among customers. A lot of companies are collecting huge databases containing over 30,000 voices of customers, which demonstrates the current satisfaction levels across the public transport service. Customer satisfaction with a provided service is a difficult task. In this service, the quality criteria are not clearly defined, and it is therefore difficult to define customer satisfaction. The paper introduces a possibility of CSI index application in conditions of the Slovak Republic transport area.

  19. Targeting, Segmenting and Positioning the Market for College Students to Increase Customer Satisfaction and Overall Performance

    ERIC Educational Resources Information Center

    Wright, Robert E.

    2008-01-01

    Numerous studies have explored the relationship between marketing efforts and firm financial performance. Studies have looked at potential lifetime value of customers, to demonstrate the value of keeping customers. Various other studies have looked at the relationship between customer satisfaction and firm performance. However, few studies have…

  20. Financial health and customer satisfaction in private health care providers in Brazil.

    PubMed

    Schiozer, Rafael Felipe; Saito, Cristiana Checchia; Saito, Richard

    2011-11-01

    This paper analyzes the relationship between the financial health and organizational form of private health care providers in Brazil. It also examines the major determinants of customer satisfaction associated with the provider's organizational form. An adjusted Altman's z-score is used as an indicator of financial health. A proxy variable based on customer complaints filed at the Brazilian National Agency for Supplementary Health is used as an indicator for customer satisfaction. The study uses a sample of 270 private health care providers and their operations over the period 2003-2005. Panel data analysis includes control variables related to market, operations, and management. Principal results indicate that: (1) private health care providers benefit from economies of scale; (2) self-funded health plans have better financial health; (3) spending on marketing does not have a significant impact on customer satisfaction in Brazil; (4) weak empirical evidence exists showing that good financial performance enhances customer's satisfaction. PMID:22124495

  1. Variables contributing to an excellent customer service management profile within the regulated electric utility industry: A comparison of self-concept with customer satisfaction for customer service management

    SciTech Connect

    Johnson, L.E.

    1991-01-01

    This research sought to address the relationship between self-concept and customer satisfaction: can customer satisfaction with a major electric utility be explained in terms of the self-reported, self-concept of the utility's managers The population to which the results of this study were generalized consisted of customer service managers in public electric utilities across the United States. In order to represent this population, a sample was selected consisting of customer service managers at a midwestern electric utility based in a large metropolitan area. Participants in this study were managers of four direct customer contact service organizations within six geographic division organizations. The methodology included comparisons of these four customer contact service organizations on twelve independent, self-concept variables and six customer satisfaction dependent variables using Analysis of Variance (ANOVA), Scheffe' tests, Chi-Square, and Stepwise multiple regression. The groups were found not to be significantly different and knowledge of the self-concept scores for managers will not increase the ability to predict customer satisfaction over no knowledge of self-concept scores.

  2. The Link between Organizational Learning Culture and Customer Satisfaction: Confirming Relationship and Exploring Moderating Effect

    ERIC Educational Resources Information Center

    Pantouvakis, Angelos; Bouranta, Nancy

    2013-01-01

    Purpose: The aim of this paper is to develop a theoretical framework and conduct an empirical study across different service sectors to investigate the inter-relationships between organizational learning culture, employee job satisfaction and their impact on customer satisfaction. It also aims to examine an individual-level variable (educational…

  3. 17 CFR 300.400 - Satisfaction of customer claims for standardized options.

    Code of Federal Regulations, 2014 CFR

    2014-04-01

    ... Satisfaction of a “Claim for Cash” or a “Claim for Securities” Source: Sections 300.500 through 300.503 appear... 17 Commodity and Securities Exchanges 4 2014-04-01 2014-04-01 false Satisfaction of customer claims for standardized options. 300.400 Section 300.400 Commodity and Securities Exchanges...

  4. Applying Customer Satisfaction Theory to Community College Planning of Counseling Services.

    ERIC Educational Resources Information Center

    Hom, Willard C.

    2002-01-01

    This article discusses a framework in which a researcher may apply a customer satisfaction model to the planning of counseling services at the community college level. It also reviews some historical work on satisfaction research with the unique environment of student services in two-year colleges. The article suggests that readers could benefit…

  5. Emotion Analysis of Telephone Complaints from Customer Based on Affective Computing

    PubMed Central

    Gong, Shuangping; Dai, Yonghui; Ji, Jun; Wang, Jinzhao; Sun, Hai

    2015-01-01

    Customer complaint has been the important feedback for modern enterprises to improve their product and service quality as well as the customer's loyalty. As one of the commonly used manners in customer complaint, telephone communication carries rich emotional information of speeches, which provides valuable resources for perceiving the customer's satisfaction and studying the complaint handling skills. This paper studies the characteristics of telephone complaint speeches and proposes an analysis method based on affective computing technology, which can recognize the dynamic changes of customer emotions from the conversations between the service staff and the customer. The recognition process includes speaker recognition, emotional feature parameter extraction, and dynamic emotion recognition. Experimental results show that this method is effective and can reach high recognition rates of happy and angry states. It has been successfully applied to the operation quality and service administration in telecom and Internet service company. PMID:26633967

  6. Emotion Analysis of Telephone Complaints from Customer Based on Affective Computing.

    PubMed

    Gong, Shuangping; Dai, Yonghui; Ji, Jun; Wang, Jinzhao; Sun, Hai

    2015-01-01

    Customer complaint has been the important feedback for modern enterprises to improve their product and service quality as well as the customer's loyalty. As one of the commonly used manners in customer complaint, telephone communication carries rich emotional information of speeches, which provides valuable resources for perceiving the customer's satisfaction and studying the complaint handling skills. This paper studies the characteristics of telephone complaint speeches and proposes an analysis method based on affective computing technology, which can recognize the dynamic changes of customer emotions from the conversations between the service staff and the customer. The recognition process includes speaker recognition, emotional feature parameter extraction, and dynamic emotion recognition. Experimental results show that this method is effective and can reach high recognition rates of happy and angry states. It has been successfully applied to the operation quality and service administration in telecom and Internet service company. PMID:26633967

  7. A research model of health-care competition and customer satisfaction.

    PubMed

    Asoh, Derek A; Rivers, Patrick A

    2007-11-01

    In all industries, competition among businesses has long been encouraged as a mechanism to increase value for customers. In other words, competition ensures the provision of better products and services to satisfy the needs of customers. Various perspectives of competition, the nature of service quality, health-care system costs and customer satisfaction in health care are examined. A model of the relationship among these variables is developed. The model depicts customer satisfaction as an outcome measure directly dependent on competition. Quality of care and health-care system costs, while also directly dependent on competition, are considered as determinants of customer satisfaction as well. The model is discussed in the light of propositions for empirical research. PMID:17958970

  8. Application of Gray Relational Analysis Method in Comprehensive Evaluation on the Customer Satisfaction of Automobile 4S Enterprises

    NASA Astrophysics Data System (ADS)

    Cenglin, Yao

    The car sales enterprises could continuously boost sales and expand customer groups, an important method is to enhance the customer satisfaction. The customer satisfaction of car sales enterprises (4S enterprises) depends on many factors. By using the grey relational analysis method, we could perfectly combine various factors in terms of customer satisfaction. And through the vertical contrast, car sales enterprises could find specific factors which will improve customer satisfaction, thereby increase sales volume and benefits. Gray relational analysis method has become a kind of good method and means to analyze and evaluate the enterprises.

  9. Customer satisfaction in medical service encounters -- a comparison between obstetrics and gynecology patients and general medical patients.

    PubMed

    Chang, Ching-Sheng; Weng, Hui-Ching; Chang, Hsin-Hsin; Hsu, Tsuen-Ho

    2006-03-01

    This study is concerned with the "service encounter", and seeks to describe, by use of the Service Encounter Evaluation Model, how the processes involved in the service encounter affect customer satisfaction. Its findings have implications for management practice and research directions, and recommendations are made. With the implementation of a national health insurance scheme, an ever-prospering economy and continually improving educational levels in Taiwan, demand among citizens for good health and medical care is ever increasing. Obstetrics and gynecology patients often differ greatly from general patients, in terms of their moods and emotions. This research involved an empirical study, whose subjects were 590 customers of general clinics and 339 customers of gynecology clinics, in various medical centers in southern Taiwan. By factor analysis, the study established four influencing factors, which were "Medical professionals", "Nursing professionals", "Service personnel" and "Space and facilities". Using the Linear Structural Relation Model (LISREL), it found that medical professionals, nursing professionals, service personnel and space and facilities were effective predictors of medical treatment satisfaction. We also found that the greatest positive impact on overall medical treatment satisfaction resulted from rises in satisfaction with medical professionals, but that the least impact was achieved in relation to service personnel in the general and gynecology clinics. PMID:16547902

  10. Deriving models of customer satisfaction: A comparison of alternative quantitative approaches

    SciTech Connect

    Schultz, M.T.

    1994-11-01

    PECO Energy, like many other companies, measures customer satisfaction, and has gone through a discussion of how best to model the results. PECO Energy utilizes a model of customer satisfaction based upon multiple regression, where both independent and dependent variables are responses to survey questions using a fully anchored five point scale. In addition to multiple regression, there are a number of other multivariate procedures that can be used to develop a quantitative model of customer satisfaction. This paper compares and contrasts results obtained from standard multiple regression, multiple regression with dummy coding, discriminant function analysis, and logistic regression procedures. Findings suggest that each of these methods can yield satisfactory information regarding customer perception.

  11. Customer satisfaction survey with clinical laboratory and phlebotomy services at a tertiary care unit level.

    PubMed

    Koh, Young Rae; Kim, Shine Young; Kim, In Suk; Chang, Chulhun L; Lee, Eun Yup; Son, Han Chul; Kim, Hyung Hoi

    2014-09-01

    We performed customer satisfaction surveys for physicians and nurses regarding clinical laboratory services, and for outpatients who used phlebotomy services at a tertiary care unit level to evaluate our clinical laboratory and phlebotomy services. Thus, we wish to share our experiences with the customer satisfaction survey for clinical laboratory and phlebotomy services. Board members of our laboratory designed a study procedure and study population, and developed two types of questionnaire. A satisfaction survey for clinical laboratory services was conducted with 370 physicians and 125 nurses by using an online or paper questionnaire. The satisfaction survey for phlebotomy services was performed with 347 outpatients who received phlebotomy services by using computer-aided interviews. Mean satisfaction scores of physicians and nurses was 58.1, while outpatients' satisfaction score was 70.5. We identified several dissatisfactions with our clinical laboratory and phlebotomy services. First, physicians and nurses were most dissatisfied with the specimen collection and delivery process. Second, physicians and nurses were dissatisfied with phlebotomy services. Third, molecular genetic and cytogenetic tests were found more expensive than other tests. This study is significant in that it describes the first reference survey that offers a survey procedure and questionnaire to assess customer satisfaction with clinical laboratory and phlebotomy services at a tertiary care unit level. PMID:25187892

  12. Student Satisfaction and the Customer Focus in Higher Education

    ERIC Educational Resources Information Center

    Mark, Eddie

    2013-01-01

    Advocating a customer focus, the Total Quality Management model of leadership has led to success in raising performance levels throughout various manufacturing and service industries. Many education stakeholders, however, are resistant to the notion that postsecondary students benefit from being treated like customers. While many critics oppose…

  13. Linking functional and relational service quality to customer satisfaction and loyalty: differences between men and women.

    PubMed

    Sánchez-Hernández, Rosa M; Martínez-Tur, Vicente; Peiró, José M; Moliner, Carolina

    2010-04-01

    This study assessed differences between men and women in the association of perceptions of service quality with customer evaluations. Functional (efficiency with which the service is delivered) and relational (customers' emotional benefits, beyond the core performance, related to the social interaction of customers with employees) dimensions of service quality were measured as well as customer satisfaction and loyalty. The sample of 277 customers (191 men, 86 women), surveyed in 29 Mexican hotels, had a mean age of 38.1 yr. (SD=9.7) for men and 34.5 yr. (SD=11.0) for women. To be eligible for survey, customers had to have spent at least one night in the hotel in question. Analysis indicated that the women and men differed in the association of functional and relational dimensions of service quality with their satisfaction and loyalty. Functional service quality was higher for the men than the women, while relational service quality showed greater predictive power for women than for men, although these accounted for only 4% of the customers' satisfaction variance and 6% of the loyalty variance. PMID:20524565

  14. [2011 Shanghai customer satisfaction report of DSA/X-ray equipment's after-service].

    PubMed

    Li, Bin; Qian, Jianguo; Cao, Shaoping; Zheng, Yunxin; Xu, Zitian; Wang, Lijun

    2012-11-01

    To improve the manufacturer's medical equipment after-sale service, the fifth Shanghai zone customer satisfaction survey was launched by the end of 2011. The DSA/X-ray equipment was setup as an independent category for the first time. From the survey we can show that the DSA/X-ray equipment's CSI is higher than last year, the customer satisfaction scores of preventive maintenance and service contract are lower than others, and CSI of local brand is lower than imported brand. PMID:23461127

  15. The interplay between customer participation and difficulty of design examples in the online designing process and its effect on customer satisfaction: mediational analyses.

    PubMed

    Chang, Chia-Chi; Chen, Hui-Yun; Huang, I-Chiang

    2009-04-01

    In the current consumer-centric economy, consumers increasingly desire the opportunity to design their own products in order to express more effectively their self-image. Mass customization, based on efficient and flexible modulization designs, has provided individualized products to satisfy this desire. This work presents an experiment employed to demonstrate that customer participation leads to higher satisfaction. Specifically, the increment in customer satisfaction due to participation is greater when an easy example is provided than when either no example or a difficult one is provided. Additionally, self-congruity plays a mediating role on the customer participation-satisfaction relationship, and this mediating effect varies across different levels of the design example provided in the design process. When an easy design example is present, customer participation has a direct effect on satisfaction, in addition to the indirect effect of self-congruity. When a difficult example is provided, customer participation does not have incremental effects on either self-congruity or customer satisfaction. Finally, when no design example is shown to customers, contrary to our expectation, participation still enhances customer satisfaction due to an increased sense of self-congruity. PMID:19250014

  16. Choice, perceived control, and customer satisfaction: the psychology of online service recovery.

    PubMed

    Chang, Chia-Chi

    2008-06-01

    Service failures and consequent recoveries have been identified as critical determinants of customer retention. Therefore, effective service recovery programs warrant further exploration, particularly in the online shopping environment, where consumers can receive immediate and tangible service recovery. The results of the present study suggest that by providing a choice of recovery options, customers' sense of control is increased, as is their satisfaction with the particular recovery efforts and their overall satisfaction with the entire service experience. Also, service importance accentuated the impact of choice on perceived control. Specifically, when the service was of greater importance, giving customers a choice of recovery options augmented customers' sense of control more than when the service was of lesser importance. The implications of the findings are also discussed. PMID:18537502

  17. 78 FR 69703 - 10-Day Notice of Proposed Information Collection: Generic Customer Satisfaction Surveys; Physical...

    Federal Register 2010, 2011, 2012, 2013, 2014

    2013-11-20

    ... Surveys; Physical Inspection Pilot Program-- Solicitation of Interest (Survey) AGENCY: Office of the... Customer Satisfaction Surveys Physical Inspection Alignment Pilot Program--Expansion Announcement. OMB Approval Number: 2535-0116. Type of Request: Change Request. Form Number: N/A. Description of the need...

  18. Assessing Customer Satisfaction at the NIST Research Library: Essential Tool for Future Planning

    ERIC Educational Resources Information Center

    Liu, Rosa; Allmang, Nancy

    2008-01-01

    This article describes a campus-wide customer satisfaction survey undertaken by the National Institute of Standards and Technology (NIST) Research Library in 2007. The methodology, survey instrument, data analysis, results, and actions taken in response to the survey are described. The outcome and recommendations will guide the library both…

  19. Approaching Error-Free Customer Satisfaction through Process Change and Feedback Systems

    ERIC Educational Resources Information Center

    Berglund, Kristin M.; Ludwig, Timothy D.

    2009-01-01

    Employee-based errors result in quality defects that can often impact customer satisfaction. This study examined the effects of a process change and feedback system intervention on error rates of 3 teams of retail furniture distribution warehouse workers. Archival records of error codes were analyzed and aggregated as the measure of quality. The…

  20. SY 2008-09 Customer Satisfaction Survey Results (Full Report). DoDEA Results

    ERIC Educational Resources Information Center

    Department of Defense Education Activity, 2009

    2009-01-01

    The Department of Defense Education Activity (DoDEA) Customer Satisfaction Survey is a biennial survey administered by DoDEA to parents and students to monitor DoDEA's success in meeting students' needs. The survey is administered every other year to sponsors with children in pre-kindergarten--12th grade and to students in grades 4-12. For the…

  1. SY 2010-11 Customer Satisfaction Survey Results (Full Report). DoDEA Results

    ERIC Educational Resources Information Center

    Department of Defense Education Activity, 2011

    2011-01-01

    The Department of Defense Education Activity (DoDEA) Customer Satisfaction Survey is a biennial survey administered by DoDEA to parents and students to monitor DoDEA's success in meeting students' needs. The survey is administered every other year to sponsors with children in pre-kindergarten-12th grade and to students in grades 4-12. For the…

  2. 49 CFR 579.5 - Notices, bulletins, customer satisfaction campaigns, consumer advisories, and other communications.

    Code of Federal Regulations, 2010 CFR

    2010-10-01

    ... design specifications), whether or not such defect is safety-related. (b) Each manufacturer shall furnish to NHTSA a copy of each communication relating to a customer satisfaction campaign, consumer advisory..., other manufacturer, owner, or purchaser, in the United States. (c) If a notice or communication...

  3. [Analysis of on-call consultations with clinical pathologists--identification of customer's satisfaction].

    PubMed

    Yanai, M

    2000-09-01

    One aspect whereby effectiveness of clinical pathologists can be measured is customer service and satisfaction. Clinical pathologist should identify their customers, their processes and procedures to meet these needs to the customer's satisfaction. To identify customer's satisfaction, the records of on-call consultations with clinical pathologists were analyzed. Between January 1996 and December 1998, 1327 consultations were recorded, 40% of which were consultations from physicians, 50% from medical technologists. Physicians requested interpretation of laboratory data obtained, and clinical knowledge mainly concerning the microbiology and hematology during office hours. On holidays, physicians needed help performing emergency tests such as Gram stain and Wright-Giemsa stain. During office hours, medical technologists requested clinical information concerning patients in whom unreasonable data would be reported and the contact to the clinical side. Furthermore, technologists inquired about the methodology of laboratory tests during day duty on holidays. These results indicated that the clinical pathologist in our hospital could satisfy the customer(physicians and medical technologists), by providing 1) a wide range of clinical knowledge concerning not only the laboratory medicine but clinical medicine including therapeutics, 2) capability of performing emergency tests such as Gram stain and Wright-Giemsa stain, and 3) capability of interpreting the results obtained. Although these would not be adopted in every hospital, every clinical pathologist should examine his role in the hospital. PMID:11051798

  4. The Public Service Company of Colorado customer satisfaction index (examination of Anova and neural network models)

    SciTech Connect

    Baugh, K.A.; Greenwald, E.; Jones, C.V.; Mills, T.

    1994-11-01

    In 1993, Public Service Company of Colorado (PSCo) began a long-term effort to develop an index to measure and track customer satisfaction. The customer satisfaction index was designed to: measure of how well PSCo meets identified customer needs; and link PSCo performance well regulatory rate incentives and employee performance bonuses. To assure reliability, two modeling methods were developed in parallel throughout a 12 month period. An Anova-based approach known as Multiple Classification Analysis (MCA) provides an increasingly clear picture of the structure of customer wants and needs. The MCA analysis supports a predictive model linking overall customer satisfaction with service attributes. Additionally, a multi-layer feedforward neural network model was repeatedly estimated with the growing body of survey data. Application of the neural network model accomplished two important tasks. First, the neural network model provided validation for the attribute structure and intensity of parameter estimates for the MCA analysis. Second, the neural network model, working in conjunction with MCA output, helped produce slightly tighter fits amongst the data and thus improved the model`s predictive power. This paper will introduce you to PSCo`s overall research goals, provide insight into the qualitative methods that insured accuracy in the research instrument, describe overall research procedures, illustrate the modeling technology, and summarize opportunities for using these research results.

  5. Customer care. Patient satisfaction in the prehospital setting.

    PubMed

    Doering, G T

    1998-09-01

    The focus of the study was to prioritize six emergency medical service treatment factors in terms of their impact upon patient satisfaction in the prehospital setting. The six treatment areas analyzed were: EMS response time; medical care provided on scene; explanation of care by the provider; the provider's ability to reduce patient anxiety; the provider's ability to meet the patient's non-medical needs; and the level of courtesy/politeness shown by the EMS provider toward the patient. Telephone interviews were conducted with both patients and bystanders to obtain their perception of how well the system met their needs. The study analyzed how the six issues were rated and then evaluated the impact an individual's low score in a category had on that person's overall rating of the service provided. The overall satisfaction rating is not a calculated score, but an overall score specified by the respondent. The effect each issue had on the respondent's overall rating was determined by averaging the overall ratings for a category's low scorers, averaging the overall ratings for high scorers and then measuring the difference. Results of the study indicate that the factor with the greatest negative impact on patient satisfaction came from a perceived lack of crew courtesy and politeness. Respondents who indicated a fair to poor score in this category decreased their overall score by 60.2%. Ratings in other categories yielded the following results: When respondents rated the response time as fair to poor, their average overall rating showed an 18.4% decrease. When respondents rated the quality of medical care as fair to poor, their average overall rating showed a decrease of 22.6%. When the crew's ability to explain what was happening to the patient was rated as fair to poor, the average overall score dropped 33.6%. When the EMT's and medic's ability to reduce the patient's anxiety was rated fair to poor, average overall score declined by 32.6%. Finally, when the crew

  6. Customer satisfaction planning and industrial engineering move hospital towards in-house stockless program.

    PubMed

    Burton, R; Mauk, D

    1993-03-01

    By integrating customer satisfaction planning and industrial engineering techniques when examining internal costs and efficiencies, materiel managers are able to better realize what concepts will best meet their customers' needs. Defining your customer(s), applying industrial engineering techniques, completing work sampling studies, itemizing recommendations and benefits to each alternative, performing feasibility and cost-analysis matrixes and utilizing resources through productivity monitoring will get you on the right path toward selecting concepts to use. This article reviews the above procedures as they applied to one hospital's decision-making process to determine whether to incorporate a stockless inventory program. Through an analysis of customer demand, the hospital realized that stockless was the way to go, but not by outsourcing the function--the hospital incorporated an in-house stockless inventory program. PMID:10124470

  7. Materialism, affective states, and life satisfaction: case of Croatia.

    PubMed

    Lipovčan, Ljiljana Kaliterna; Prizmić-Larsen, Zvjezdana; Brkljačić, Tihana

    2015-01-01

    In recent years, a number of studies have used Material Values Scale (MVS) to assess beliefs about importance to own material things. The aims of this study were to validate the MVS scale and to explore the relationships between materialistic values and well-being of Croatian citizens. The study was carried out on a representative sample of N = 1129 Croatian citizens. We used the short 9-item version of the MVS, life satisfaction rating, ratings of two positive (Positive affect) and four negative emotions (Negative affect) over the past month, and demographic variables (age, gender, income). The original dimensionality of the MVS was not confirmed; confirmatory factor analyses yielded two instead of three factors, Happiness and Centrality/Success. When controlled for income, gender and age, the Happiness dimension predicted Life satisfaction and both Positive and Negative affect, indicating that people who believed that the material goods in ones life leads to happiness reported to have lower life satisfaction, lower level of positive affect and higher level of negative affect over the past month. The Centrality/Success dimension was positively related to Positive affect, indicating that the belief that possessions play a central role in enjoyment leads to more frequent experiences of happiness and satisfaction over the past month. PMID:26587367

  8. [A cross-level analysis of the links between service quality and disconfirmation of expectations and customer satisfaction].

    PubMed

    Sánchez-Hernández, Rosa M; Martínez-Tur, Vicente; González-Morales, M Gloria; Ramos, José; Peiró, José M

    2009-08-01

    This article examines links between disconfirmation of expectations and functional and relational service quality perceived by employees and customer satisfaction. A total of 156 employees, who were working in 52 work units, participated in the research study. In addition, 517 customers who were assisted by these work units were surveyed. Using a cross-level approach, we used a random coefficient model to test the aforementioned relationships. A strong relationship between disconfirmation of expectations and customer satisfaction was observed. Also, the results confirmed that functional service quality maintains an additional and significant association with customer satisfaction. In contrast, there were no significant relationships between relational service quality and customer satisfaction. The article concludes with a discussion of these results. PMID:19622323

  9. Health worker (internal customer) satisfaction and motivation in the public sector in Ghana.

    PubMed

    Agyepong, Irene Akua; Anafi, Patricia; Asiamah, Ebenezer; Ansah, Evelyn K; Ashon, Daniel A; Narh-Dometey, Christiana

    2004-01-01

    This paper describes factors affecting health worker motivation and satisfaction in the public sector in Ghana. The data are from a survey of public sector health care providers carried out in January 2002 and repeated in August 2003 using an interviewer administered structured questionnaire. It is part of a continuous quality improvement (CQI) effort in the health sector in the Greater Accra region of Ghana. Workplace obstacles identified that caused dissatisfaction and de-motivated staff in order of the most frequently mentioned were low salaries such that obtaining basic necessities of daily living becomes a problem; lack of essential equipment, tools and supplies to work with; delayed promotions; difficulties and inconveniences with transportation to work; staff shortages; housing, additional duty allowances and in-service (continuous) training. Others included children's education, vehicles to work with such as ambulances and pickups, staff transfer procedures, staff pre-service education inadequate for job requirements, and the effect of the job on family and other social factors. There were some differences in the percentages of staff selecting a given workplace obstacle between the purely rural districts, the highly urbanized Accra metropolis and the districts that were a mixture of urbanized and rural. It is unlikely that the Ghana Health Service can provide high quality of care to its end users (external customers) if workplace obstacles that de-motivate staff (internal customers) and negatively influence their performance are not properly recognized and addressed as a complex of inter-related problems producing a common result--dissatisfied poorly motivated staff and resulting poor quality services. PMID:15688876

  10. Do Entry Characteristics of Online Learners Affect Their Satisfaction?

    ERIC Educational Resources Information Center

    Yukselturk, Erman

    2009-01-01

    This study analyzed learner characteristics that affect satisfaction in an online certificate program under two main purposes. The first purpose was to examine relationships among selected variables (age, gender, educational level, and online course experience), learners' initial perceptions (online technology self-efficacy, online learning…

  11. Beyond Customer Satisfaction: Reexamining Customer Loyalty to Evaluate Continuing Education Programs

    ERIC Educational Resources Information Center

    Hoyt, Jeff E.; Howell, Scott L.

    2011-01-01

    This article provides questionnaire items and a theoretical model of factors predictive of customer loyalty for use by administrators to determine ways to increase repeat purchasing in their continuing education programs. Prior studies in the literature are discussed followed by results of applying the model at one institution and a discussion of…

  12. Energy Efficiency and Renewable Energy Network (EREN) customer satisfaction survey, 1997. Final report

    SciTech Connect

    Anderson, A.V.; Henderson, D.P.

    1997-07-01

    the EREN Customer Satisfaction Survey 1997 was designed to follow up the results of the 1995-96 Surveys, enabling comparison to the 1995- 96 baseline, and to provide additional qualitative feedback about EREN. Both the 1995-96 and 1997 Surveys had these objectives: Identify and define actual EREN users; Determine the value or benefits derived from the use of EREN; Determine the kind and quality of services that users want; Determine the users` levels of satisfaction with existing services; Determine users` preferences in both the sources of service and means of delivery; and Establish continuous quality improvement measures. This report presents the methodology used, scope and limitations of the study, description of the survey instrument, and findings regarding demographics, technical capabilities, usage patterns, general use, importance of and satisfaction with resources, and additional information and comments.

  13. Proactive patient rounding to increase customer service and satisfaction on an orthopaedic unit.

    PubMed

    Tea, Christine; Ellison, Michael; Feghali, Fadia

    2008-01-01

    Customer service and patient satisfaction have become increasingly important in the healthcare industry. Given limited resources and a myriad of choices, on which facets of patient satisfaction should healthcare providers focus? An analysis of 40,000 observations across 4 hospitals found 1 important intervention: timely staff responsiveness. Using the Plan-Do-Check-Act (PDCA) quality methodology, the goal was set to improve staff responsiveness to orthopaedic patient needs and requests, thus improving patient satisfaction. A model to improve staff responsiveness was systematically developed and implemented. The I Care Rounding model places the emphasis on proactively meeting patient needs through hourly rounding, rather than caregivers providing care in a reactionary mode. After full implementation, positive improvement was demonstrated. PMID:18677250

  14. DoDEA 2010-11 Customer Satisfaction Survey. Executive Summary

    ERIC Educational Resources Information Center

    Department of Defense Education Activity, 2011

    2011-01-01

    Every two years the Department of Defense Education Activity (DoDEA) administers the DoDEA Customer Satisfaction Survey (CSS) to all parents with children attending DoDEA schools and all 4th-12th grade students enrolled in a DoDEA school. Parents were asked to complete one survey for each school in which they had a child enrolled. The purpose of…

  15. Web Evaluation at the US National Institutes of Health: Use of the American Customer Satisfaction Index Online Customer Survey

    PubMed Central

    Siegel, Elliot R; Feldman, Sue; Love, Cynthia B; Rodrigues, Dennis; Malamud, Mark; Lagana, Marie; Crafts, Jennifer

    2008-01-01

    Background The National Institutes of Health (NIH), US Department of Health and Human Services (HHS), realized the need to better understand its Web users in order to help assure that websites are user friendly and well designed for effective information dissemination. A trans-NIH group proposed a trans-NIH project to implement an online customer survey, known as the American Customer Satisfaction Index (ACSI) survey, on a large number of NIH websites—the first “enterprise-wide” ACSI application, and probably the largest enterprise Web evaluation of any kind, in the US government. The proposal was funded by the NIH Evaluation Set-Aside Program for two years at a cost of US $1.5 million (US $1.275 million for survey licenses for 60 websites at US $18,000 per website; US $225,000 for a project evaluation contractor). Objective The overall project objectives were to assess the value added to the participating NIH websites of using the ACSI online survey, identify any NIH-wide benefits (and limitations) of the ACSI, ascertain any new understanding about the NIH Web presence based on ACSI survey results, and evaluate the effectiveness of a trans-NIH approach to Web evaluation. This was not an experimental study and was not intended to evaluate the ACSI survey methodology, per se, or the impacts of its use on customer satisfaction with NIH websites. Methods The evaluation methodology included baseline pre-project websites profiles; before and after email surveys of participating website teams; interviews with a representative cross-section of website staff; observations of debriefing meetings with website teams; observations at quarterly trans-NIH Web staff meetings and biweekly trans-NIH leadership team meetings; and review and analysis of secondary data. Results Of the original 60 NIH websites signed up, 55 implemented the ACSI survey, 42 generated sufficient data for formal reporting of survey results for their sites, and 51 completed the final project survey. A

  16. An experimental investigation of justice-based service recovery on customer satisfaction, loyalty, and word-of-mouth intentions.

    PubMed

    Shapiro, Terri; Nieman-Gonder, Jennifer M; Andreoli, Nicole A; Trimarco-Beta, Darlene

    2006-12-01

    Service recovery is related to many important organizational outcomes such as customer satisfaction, loyalty, and profitability. Within the theoretical framework of organizational justice, an experiment using a simulated "live" service failure was used to assess the effects of justice-based service-recovery strategies on customer satisfaction, loyalty, positive word-of-mouth intentions, and negative word-of-mouth intentions. Analysis indicated that strategies including interactional justice, distributive justice, and a combination of these were equally effective in maintaining customer satisfaction, loyalty, and positive word of mouth, and minimizing negative word of mouth after a service failure. No support for the service recovery paradox, that is, increased satisfaction following service failure and recovery compared to never having a problem, was found. Satisfaction and loyalty for those in the failure conditions were equal to, although not higher than, in the no-failure control condition. Practical implications for organizational practices are discussed. PMID:17305206

  17. Factors Affecting Hemodialysis Patients' Satisfaction with Their Dialysis Therapy

    PubMed Central

    Al Eissa, M.; Al Sulaiman, M.; Jondeby, M.; Karkar, A.; Barahmein, M.; Shaheen, F. A. M.; Al Sayyari, A.

    2010-01-01

    Aim. To assess the degree of satisfaction among hemodialysis patients and the factors influencing this satisfaction. Methods. Patients were recruited from 3 Saudi dialysis centers. Demographic data was collected. Using 1 to 10 Likert scale, the patients were asked to rate the overall satisfaction with, and the overall impact of, their dialysis therapy on their lives and to rate the effect of the dialysis therapy on 15 qualities of life domains. Results. 322 patients were recruited (72.6% of the total eligible patients). The mean age was 51.7 years (±15.4); 58% have been on dialysis for >3 years. The mean Charlson Comorbidity Index was 3.2 (±2), and Kt/V was 1.3 (±0.44). The mean satisfaction score was (7.41 ± 2.75) and the mean score of the impact of the dialysis on the patients' lives was 5.32 ± 2.55. Male patients reported worse effect of dialysis on family life, social life, energy, and appetite. Longer period since the commencement of dialysis was associated with adverse effect on finances and energy. Lower level of education was associated with worse dialysis effect on stress, overall health, sexual life, hobbies, and exercise ability. Conclusion. The level of satisfaction is affected by gender, duration on dialysis, educational level, and standard of care given. PMID:21152200

  18. Nova Southeastern University's Employees Respond to a 1999 Office of Human Resources Customer Satisfaction Survey. Research and Planning Report.

    ERIC Educational Resources Information Center

    MacFarland, Thomas W.

    In 1999 the Office of Human Resources at Nova Southeastern University (Florida) prepared a survey, based on a previous study, to gather information about employee satisfaction with the University's services. This report summarizes the results of this customer satisfaction survey. Surveys were returned by 466 of the 1,941 potential respondents, a…

  19. Links among high-performance work environment, service quality, and customer satisfaction: an extension to the healthcare sector.

    PubMed

    Scotti, Dennis J; Harmon, Joel; Behson, Scott J

    2007-01-01

    Healthcare managers must deliver high-quality patient services that generate highly satisfied and loyal customers. In this article, we examine how a high-involvement approach to the work environment of healthcare employees may lead to exceptional service quality, satisfied patients, and ultimately to loyal customers. Specifically, we investigate the chain of events through which high-performance work systems (HPWS) and customer orientation influence employee and customer perceptions of service quality and patient satisfaction in a national sample of 113 Veterans Health Administration ambulatory care centers. We present a conceptual model for linking work environment to customer satisfaction and test this model using structural equations modeling. The results suggest that (1) HPWS is linked to employee perceptions of their ability to deliver high-quality customer service, both directly and through their perceptions of customer orientation; (2) employee perceptions of customer service are linked to customer perceptions of high-quality service; and (3) perceived service quality is linked with customer satisfaction. Theoretical and practical implications of our findings, including suggestions of how healthcare managers can implement changes to their work environments, are discussed. PMID:17447538

  20. Job satisfaction in the home health care context: validating a customized instrument for application.

    PubMed

    Morgan, Grant B; Sherloch, John J; Ritchie, William J

    2010-01-01

    The purpose of this study is to present the development and validation process of a customized job satisfaction instrument within the home health care setting. During development, home health care agency directors selected items from preexisting scales to create a new 15-item instrument designed to measure job satisfaction, supervisory relationships, and job environment. The instrument's reliability and validity were examined using a two-step approach. First, exploratory factor analysis (EFA) was carried out with a sample of 398 aides, and three factors were identified. Second, confirmatory factor analysis was conducted with an independent sample of 328 aides using the three-factor solution that was selected from the EFA. The reliability estimates for the job satisfaction, supervisory relationships, and job environment scales were 0.84, 0.93, and 0.74, respectively. Results from this study yield a statistically sound instrument that offers potential advantages to those interested in better understanding job satisfaction and two related constructs of employees in health-related fields. Both research and practical implications are discussed. The final instrument will be a valuable tool for collecting information from home health care workers, a population that has historically been difficult to access and measure. PMID:20210070

  1. Appreciation and Life Satisfaction: Does Appreciation Uniquely Predict Life Satisfaction above Gender, Coping Skills, Self-Esteem, and Positive Affectivity?

    ERIC Educational Resources Information Center

    Halle, Joshua Solomon

    2015-01-01

    The primary purpose of this research was to examine whether appreciation explains variance in life satisfaction after controlling for gender, positive affectivity, self-esteem, and coping skills. Two hundred ninety-eight undergraduates went to the informed consent page of the online survey composed of the Appreciation Scale, the Satisfaction With…

  2. Use of a customer satisfaction survey by health care regulators: a tool for total quality management.

    PubMed Central

    Andrzejewski, N; Lagua, R T

    1997-01-01

    OBJECTIVES: To conduct a survey of health care providers to determine the quality of service provided by the staff of a regulatory agency; to collect information on provider needs and expectations; to identify perceived and potential problems that need improvement; and to make changes to improve regulatory services. METHODS: The authors surveyed health care providers using a customer satisfaction questionnaire developed in collaboration with a group of providers and a research consultant. The questionnaire contained 20 declarative statements that fell into six quality domains: proficiency, judgment, responsiveness, communication, accommodation, and relevance. A 10% level of dissatisfaction was used as the acceptable performance standard. RESULTS: The survey was mailed to 324 hospitals, nursing homes, home care agencies, hospices, ambulatory care centers, and health maintenance organizations. Fifty-six percent of provider agencies responded; more than half had written comments. The three highest levels of customer satisfaction were in courtesy of regulatory staff (90%), efficient use of onsite time (84%), and respect for provider employees (83%). The three lowest levels of satisfaction were in the judgment domain; only 44% felt that there was consistency among regulatory staff in the interpretation of regulations, only 45% felt that interpretations of regulations were flexible and reasonable, and only 49% felt that regulations were applied objectively. Nine of 20 quality indicators had dissatisfaction ratings of more than 10%; these were considered priorities for improvement. CONCLUSIONS: Responses to the survey identified a number of specific areas of concern; these findings are being incorporated into the continuous quality improvement program of the office. PMID:9160054

  3. Organizational climate configurations: relationships to collective attitudes, customer satisfaction, and financial performance.

    PubMed

    Schulte, Mathis; Ostroff, Cheri; Shmulyian, Svetlana; Kinicki, Angelo

    2009-05-01

    Research on organizational climate has tended to focus on independent dimensions of climate rather than studying the total social context as configurations of multiple climate dimensions. The authors examined relationships between configurations of unit-level climate dimensions and organizational outcomes. Three profile characteristics represented climate configurations: (1) elevation, or the mean score across climate dimensions; (2) variability, or the extent to which scores across dimensions vary; and (3) shape, or the pattern of the dimensions. Across 2 studies (1,120 employees in 120 bank branches and 4,317 employees in 86 food distribution stores), results indicated that elevation was related to collective employee attitudes and service perceptions, while shape was related to customer satisfaction and financial performance. With respect to profile variability, results were mixed. The discussion focuses on future directions for taking a configural approach to organizational climate. PMID:19450003

  4. Investigation on the Influence of the Brand Image of Higher Educational Institutions on Satisfaction and Customer Lifetime Value

    ERIC Educational Resources Information Center

    Wang, Cheng-Cai; Chen, Chin-Tsu; Chen, Chun-Fu

    2012-01-01

    This study aimed to discuss the relationships among the brand image of universities (external variables), university satisfaction (mediating variables) and customer lifetime value (internal variables). The findings can serve as a reference for higher educational institutions in strengthening their advantages and overcoming their shortcomings, as…

  5. Factors Affecting Teacher Satisfaction in an Urban School District

    ERIC Educational Resources Information Center

    Halpert, Michael A.

    2011-01-01

    The purpose of this study was to distinguish factors that influence the satisfaction levels of teachers in urban school districts. This work also distinguished factors that directly impacted teachers' level of satisfaction towards their work and their attitude towards the administration of their schools. Forty-one teachers from two kindergarten…

  6. Factors Affecting M-Learners' Course Satisfaction and Learning Persistence

    ERIC Educational Resources Information Center

    Joo, Young Ju; Joung, Sunyoung; Lim, Eugene; Kim, Hae Jin

    2014-01-01

    This study investigated whether college students' self-efficacy, level of learning strategy use, academic burnout, and school support predict course satisfaction and learning persistence. To this end, self-efficacy, level of learning strategy use, academic burnout, and school support were used as prediction variables, and course satisfaction and…

  7. Improving customer satisfaction and quality: hospitals recognized by J.D. power and associates share insights on meeting patient and employee needs.

    PubMed

    2003-08-01

    For 35 years, J.D. Power and Associates has presented its much-coveted awards recognizing product and service quality and customer satisfaction in a variety of industries. This year, the company added a new category: hospitals. To better understand patients' reactions to their hospital experiences, the company looked at five key drivers of customer satisfaction: dignity and respect, speed and efficiency, comfort, information and communication, and emotional support. This issue looks at five hospitals recognized by the company for their service excellence and why they emphasize employee satisfaction as well as patient satisfaction. PMID:12961834

  8. [Evaluation of customer satisfaction with the hospital catering system in the city of Palermo (Italy)].

    PubMed

    Firenze, Alberto; Morici, Mariagrazia; Calamus, Giuseppe; Gelsomino, Viviana; Aprea, Luigi; Di Benedetto, Antonino; Muangala, Muana A Luila; Centineo, Giovanni; Romano, Nino

    2009-01-01

    The aim of the study was to evaluate patients' customer satisfaction with the hospital catering services of two public hospitals and one private sector hospital in the city of Palermo (Italy). A multiple choice questionnaire was administered by face-to-face interview to 207 of 227 hospitalized patients. Positive responses regarding the perceived quality of food were given especially by patients of the private sector hospital, 80% of which reported being satisfied with the catering service. A higher percentage of patients in the private sector hospital were satisfied with the food distribution modalities with respect to the two public hospitals. Only 3% of patients in the private sector hospital required their families to bring food from home, with respect to 7.9% and 30% respectively in the two public hospitals. Private sector patients also reported appreciating the wide availability of food and the help given by health care workers (79% vs a mean of 55% in the two public hospitals). No differences were found amongst hospitals with regards to the hygienic characteristics of meals. The results of this study indicate the need to make changes in the management of the catering service of one of the involved public hospitals especially. PMID:19494921

  9. Acts of kindness and acts of novelty affect life satisfaction.

    PubMed

    Buchanan, Kathryn E; Bardi, Anat

    2010-01-01

    The present experiment was designed to establish the effects of acts of kindness and acts of novelty on life satisfaction. Participants aged 18-60 took part on a voluntary basis. They were randomly assigned to perform either acts of kindness, acts of novelty, or no acts on a daily basis for 10 days. Their life satisfaction was measured before and after the 10-day experiment. As expected, performing acts of kindness or acts of novelty resulted in an increase in life satisfaction. PMID:20575332

  10. Unequally Distributed Psychological Assets: Are There Social Disparities in Optimism, Life Satisfaction, and Positive Affect?

    PubMed Central

    Boehm, Julia K.; Chen, Ying; Williams, David R.; Ryff, Carol; Kubzansky, Laura D.

    2015-01-01

    Socioeconomic status is associated with health disparities, but underlying psychosocial mechanisms have not been fully identified. Dispositional optimism may be a psychosocial process linking socioeconomic status with health. We hypothesized that lower optimism would be associated with greater social disadvantage and poorer social mobility. We also investigated whether life satisfaction and positive affect showed similar patterns. Participants from the Midlife in the United States study self-reported their optimism, satisfaction, positive affect, and socioeconomic status (gender, race/ethnicity, education, occupational class and prestige, income). Social disparities in optimism were evident. Optimistic individuals tended to be white and highly educated, had an educated parent, belonged to higher occupational classes with more prestige, and had higher incomes. Findings were generally similar for satisfaction, but not positive affect. Greater optimism and satisfaction were also associated with educational achievement across generations. Optimism and life satisfaction are consistently linked with socioeconomic advantage and may be one conduit by which social disparities influence health. PMID:25671665

  11. Predicting Occupational Strain and Job Satisfaction: The Role of Stress, Coping, Personality, and Affectivity Variables.

    ERIC Educational Resources Information Center

    Fogarty, Gerard J.; Machin, M. Anthony; Albion, Majella J.; Sutherland, Lynette F.; Lalor, Gabrielle I.; Revitt, Susan

    1999-01-01

    Two studies showed that positive and negative affectivity influenced occupational stress, role strain, and coping. Study 3 added job satisfaction to the model, strengthening its predictive validity. Study 4's addition of personality measures did not improve prediction of job satisfaction and strain. (SK)

  12. Social-Cognitive Factors Affecting Clients' Career and Life Satisfaction after Counseling

    ERIC Educational Resources Information Center

    Verbruggen, Marijke; Sels, Luc

    2010-01-01

    This study examines factors affecting clients' career and life satisfaction in the first 6 months after having participated in career counseling. In particular, we tested a large subset of the recent social-cognitive model of work satisfaction of Lent and Brown using a longitudinal data set of 195 former counseling clients. Our results showed that…

  13. Job Satisfaction and Performance: The Moderating Effects of Value Attainment and Affective Disposition.

    ERIC Educational Resources Information Center

    Hochwarter, Wayne A.; Perrewe, Pamela L.; Ferris, Gerald R.; Brymer, Robert A.

    1999-01-01

    A study of 270 hotel managers found that the strongest positive relationship between job satisfaction and performance occurred when high attainment of values associated with work was coupled with high-positive or low-negative affective disposition. (SK)

  14. Customer Loyalty and Customer Relationship Management

    NASA Astrophysics Data System (ADS)

    Zhang, Pengwei; Li, Min; Jiao, Xiaojing; Zhou, Ruijin

    The contemporary company attaches great importance to marketing relationship and customer relations is the core of this relationship. Further, customer satisfaction and loyalty is the core of the customer relationship management. Sometimes, high customer satisfaction causes low profit because enterprises do not realize that strengthening the loyalty of the aimed customer is the key of customer relationship management.

  15. 78 FR 66750 - Proposed Collection; 60-Day Comment Request; Customer and Other Partners Satisfaction Surveys

    Federal Register 2010, 2011, 2012, 2013, 2014

    2013-11-06

    ... the perceptions of various Clinical Center customers and other partners of Clinical Center services... develop new services, based on customer need; (4) to evaluate the perceptions of various Clinical...

  16. Factors affecting satisfaction among community-based hospice volunteer visitors.

    PubMed

    Chevrier, F; Steuer, R; MacKenzie, J

    1994-01-01

    Trained volunteers are an essential component in the delivery of care to clients and families facing a terminal and/or life-threatening illness. As the need for hospice care increases, so does the need to increase the number of volunteers available for visiting. Hospice of London, which is a community based hospice, proposed that volunteers who felt satisfied would remain with the organization longer, thereby, decreasing the costs associated with training new volunteers and enhancing the ability of the agency to provide high-quality volunteer client matches. Accordingly, a survey was conducted in August 1992 to determine which factors were related to hospice volunteer satisfaction. One hundred and five volunteer were surveyed over the telephone. Results demonstrated a positive correlation between satisfaction and feeling like a team member, receiving feedback from staff, feeling valuable and having the volunteer's expectations match the position. Differences in the factors related to satisfaction were noted when the groups were divided by age and gender. PMID:7893559

  17. Combined effects of positive and negative affectivity and job satisfaction on job performance and turnover intentions.

    PubMed

    Bouckenooghe, Dave; Raja, Usman; Butt, Arif Nazir

    2013-01-01

    Capturing data from employee-supervisor dyads (N = 321) from eight organizations in Pakistan, including human service organizations, an electronics assembly plant, a packaging material manufacturing company, and a small food processing plant, we used moderated regression analysis to examine whether the relationships between trait affect (positive affectivity [PA] and negative affectivity [NA]) and two key work outcome variables (job performance and turnover) are contingent upon the level of job satisfaction. We applied the Trait Activation Theory to explain the moderating effect of job satisfaction on the relationship between affect and performance and between affect and turnover. Overall, the data supported our hypotheses. Positive and negative affectivity influenced performance and the intention to quit, and job satisfaction moderated these relationships. We discuss in detail the results of these findings and their implications for research and practice. PMID:23469474

  18. An investigation on pharmacy functions and services affecting satisfaction of patients with prescriptions in community pharmacies.

    PubMed

    Sakurai, Hidehiko; Nakajima, Fumio; Tada, Yuichirou; Yoshikawa, Emi; Iwahashi, Yoshiki; Fujita, Kenji; Hayase, Yukitoshi

    2009-05-01

    Various functions expected by patient expects are needed with progress in the system for separation of dispensing and prescribing functions. In this investigation, the relationship between patient satisfaction and pharmacy function were analyzed quantitatively. A questionnaire survey was conducted in 178 community pharmacies. Questions on pharmacy functions and services totaled 87 items concerning information service, amenities, safety, personnel training, etc. The questionnaires for patients had five-grade scales and composed 11 items (observed variables). Based on the results, "the percentage of satisfied patients" was determined. Multivariate analysis was performed to investigate the relationship between patient satisfaction and pharmacy functions or services provided, to confirm patient's evaluation of the pharmacy, and how factors affected comprehensive satisfaction. In correlation analysis, "the number of pharmacists" and "comprehensive satisfaction" had a negative correlation. Other interesting results were obtained. As a results of factor analysis, three latent factors were obtained: the "human factor," "patients' convenience," and "environmental factor," Multiple regression analysis showed that the "human factor" affected "comprehensive satisfaction" the most. Various pharmacy functions and services influence patient satisfaction, and improvement in their quality increases patient satisfaction. This will result in the practice of patient-centered medicine. PMID:19420889

  19. Customized rating assessment of climate suitability (CRACS): climate satisfaction evaluation based on subjective perception

    NASA Astrophysics Data System (ADS)

    Lin, Tzu-Ping; Yang, Shing-Ru; Matzarakis, Andreas

    2015-12-01

    Climate not only influences the behavior of people in urban environments but also affects people's schedules and travel plans. Therefore, providing people with appropriate long-term climate evaluation information is crucial. Therefore, we developed an innovative climate assessment system based on field investigations conducted in three cities located in Northern, Central, and Southern Taiwan. The field investigations included the questionnaire surveys and climate data collection. We first analyzed the relationship between the participants and climate parameters comprising physiologically equivalent temperature, air temperature, humidity, wind speed, solar radiation, cloud cover, and precipitation. Second, we established the neutral value, comfort range, and dissatisfied range of each parameter. Third, after verifying that the subjects' perception toward the climate parameters vary based on individual preferences, we developed the customized rating assessment of climate suitability (CRACS) approach, which featured functions such as personalized and default climate suitability information to be used by users exhibiting varying demands. Finally, we performed calculations using the climate conditions of two cities during the past 10 years to demonstrate the performance of the CRACS approach. The results can be used as a reference when planning activities in the city or when organizing future travel plans. The flexibility of the assessment system enables it to be adjusted for varying regions and usage characteristics.

  20. Customized rating assessment of climate suitability (CRACS): climate satisfaction evaluation based on subjective perception.

    PubMed

    Lin, Tzu-Ping; Yang, Shing-Ru; Matzarakis, Andreas

    2015-12-01

    Climate not only influences the behavior of people in urban environments but also affects people's schedules and travel plans. Therefore, providing people with appropriate long-term climate evaluation information is crucial. Therefore, we developed an innovative climate assessment system based on field investigations conducted in three cities located in Northern, Central, and Southern Taiwan. The field investigations included the questionnaire surveys and climate data collection. We first analyzed the relationship between the participants and climate parameters comprising physiologically equivalent temperature, air temperature, humidity, wind speed, solar radiation, cloud cover, and precipitation. Second, we established the neutral value, comfort range, and dissatisfied range of each parameter. Third, after verifying that the subjects' perception toward the climate parameters vary based on individual preferences, we developed the customized rating assessment of climate suitability (CRACS) approach, which featured functions such as personalized and default climate suitability information to be used by users exhibiting varying demands. Finally, we performed calculations using the climate conditions of two cities during the past 10 years to demonstrate the performance of the CRACS approach. The results can be used as a reference when planning activities in the city or when organizing future travel plans. The flexibility of the assessment system enables it to be adjusted for varying regions and usage characteristics. PMID:25900004

  1. The affective profiles in the USA: happiness, depression, life satisfaction, and happiness-increasing strategies

    PubMed Central

    Schütz, Erica; Sailer, Uta; Al Nima, Ali; Rosenberg, Patricia; Andersson Arntén, Ann-Christine; Archer, Trevor

    2013-01-01

    Background. The affective profiles model categorizes individuals as self-fulfilling (high positive affect, low negative affect), high affective (high positive affect, high negative affect), low affective (low positive affect, low negative affect), and self-destructive (low positive affect, high negative affect). The model has been used extensively among Swedes to discern differences between profiles regarding happiness, depression, and also life satisfaction. The aim of the present study was to investigate such differences in a sample of residents of the USA. The study also investigated differences between profiles with regard to happiness-increasing strategies. Methods. In Study I, 900 participants reported affect (Positive Affect Negative Affect Schedule; PANAS) and happiness (Happiness-Depression Scale). In Study II, 500 participants self-reported affect (PANAS), life satisfaction (Satisfaction With Life Scale), and how often they used specific strategies to increase their own happiness (Happiness-Increasing Strategies Scales). Results. The results showed that, compared to the other profiles, self-fulfilling individuals were less depressed, happier, and more satisfied with their lives. Nevertheless, self-destructive individuals were more depressed, unhappier, and less satisfied than all other profiles. The self-fulfilling individuals tended to use strategies related to agentic (e.g., instrumental goal-pursuit), communal (e.g., social affiliation), and spiritual (e.g., religion) values when pursuing happiness. Conclusion. These differences suggest that promoting positive emotions can positively influence a depressive-to-happy state as well as increasing life satisfaction. Moreover, the present study shows that pursuing happiness through strategies guided by agency, communion, and spirituality is related to a self-fulfilling experience described as high positive affect and low negative affect. PMID:24058884

  2. Perceived Career Compromise, Affect and Work-Related Satisfaction in College Students

    ERIC Educational Resources Information Center

    Tsaousides, Theodore; Jome, LaRae

    2008-01-01

    The objective of this study was to investigate the effects of career compromise on positive affect (PA), negative affect (NA), and work-related satisfaction (WRS). Career compromise refers to the modification of occupational preferences under pressing external circumstances [Gottfredson, L. S. (1981). Circumscription and compromise: A…

  3. Patients' satisfaction: customer relationship management as a new opportunity for quality improvement in thoracic surgery.

    PubMed

    Rocco, Gaetano; Brunelli, Alessandro

    2012-11-01

    Clinical and nonclinical indicators of performance are meant to provide the surgeon with tools to identify weaknesses to be improved. The World Health Organization's Performance Evaluation Systems represent a multidimensional approach to quality measurement based on several categories made of different indicators. Indicators for patient satisfaction may include overall perceived quality, accessibility, humanization and patient involvement, communication, and trust in health care providers. Patient satisfaction is included among nonclinical indicators of performance in thoracic surgery and is increasingly recognized as one of the outcome measures for delivered quality of care. PMID:23084619

  4. A Longitudinal Sociological Monitoring of Customers' Satisfaction with the Quality of Educational Services

    ERIC Educational Resources Information Center

    Gaidukova, G. N.

    2014-01-01

    Research data on levels of satisfaction with educational services in a Russian university show room for improvement in such areas as vocational guidance work; range of opportunities in the choice of specialization and optional disciplines; availability of academic and methodological literature; the quality of food services; and amount of practical…

  5. [2011 after-service customer satisfaction survey of monitoring devices in Shanghai area].

    PubMed

    Wang, Lijun; Li, Bin; Qian, Jianguo; Cao, Shaoping; He, Dehua; Zheng, Yunxin

    2013-01-01

    In 2011, Shanghai Medical Equipment Management Quality Control Center launched the fifth after-sale service satisfaction survey for medical devices in Shanghai area. There are 8 classes medical devices involving in the survey. This paper demonstrates the investigation results of monitoring devices which are from different manufacturers. PMID:23668048

  6. Water conservation quantities vs customer opinion and satisfaction with water efficient appliances in Miami, Florida.

    PubMed

    Lee, Mengshan; Tansel, Berrin

    2013-10-15

    During 2006-2007, Miami-Dade County, Florida, USA, provided incentives for low income and senior residents in single family homes for retrofitting with high efficiency fixtures. The participating residences were retrofitted with high-efficiency toilets, showerheads, and aerators. In 2012, a telephone survey was conducted to evaluate the satisfaction of the participants and the associated effects on water conservation practices. This study evaluates the attitudes and opinions of the participants relative to water use efficiency measures and the actual reduction in water consumption characteristics of the participating households. The participant characteristics were analyzed to identify correlations between the socio-demographic factors, program satisfaction and actual water savings. Approximately 65.5% of the survey respondents reported changes in their water use habits and 76.6% reported noticeable reduction in their water bills. The analyses showed that the satisfaction levels of the participants were closely correlated with the actual water savings. The results also showed that satisfaction level along with water saving potential (i.e., implementation of water efficiency devices) or change of water use habits has provided positive synergistic effect on actual water savings. The majority of the participants surveyed (81.3-89.1%) reported positive attitudes for water conservation incentive program and the benefits of the high efficiency fixtures. PMID:23850763

  7. Customer Satisfaction Perceptions of Dislocated Workers Served by WIN Job Centers in the Mississippi Corridor Consortium

    ERIC Educational Resources Information Center

    Washburn, Dava Michelle

    2009-01-01

    The purpose of this study was to determine the perceptions of satisfaction of dislocated workers served by WIN Job Centers in the Mississippi Corridor Consortium. Four WIN Job Centers participated in this study: Northeast Mississippi Community College WIN Job Center in Corinth, Northwest Mississippi Community College WIN Job Center in Oxford,…

  8. Los Angeles OneSource System Youth Participant Customer Satisfaction Survey, 2010-2011

    ERIC Educational Resources Information Center

    Heisley, Deborah D.; Moore, Richard W.; Patch, Robin N.

    2012-01-01

    As part of the Workforce Investment Act of 1998, Los Angeles OneSource Centers offer low-income youth ages 14-21 services aimed at improving educational achievement, enhancing job skills, and preparing for college. The primary purpose of this study was to evaluate the youths' satisfaction with services received at 14 OneSource Centers throughout…

  9. [The influence of affect on satisfaction with conversations and interpersonal impressions from the perspective of dyadic affective combinations].

    PubMed

    Ken, Fujiwara; Daibo, Ikuo

    2013-12-01

    This study examined the influence of affect on interpersonal relationships in a dyadic communication context. The combination of speakers' affective states was considered, as compared to previous studies which considered only the individual's affective state. The independent variables, in a between-subjects design, were affective condition (positive vs. negative) and affective combination (similar vs. dissimilar). Participants (N = 86) took a test on creative thinking and were given false feedback. Then they had a 6-minute conversation and answered questions about their satisfaction with the conversation and their impressions of their partner. Results showed that the two-factor interactions were significant for satisfaction with the conversation and interpersonal impressions (social desirability) of the partner. The scores for these variables in the positive affect condition were higher than in the negative affect condition only when the affective combination was dissimilar. These results show that individual's affect could not predict conversational outcomes. The results were discussed in terms of incorrect inferences about the partner's affective state and imbalanced conversation activity. PMID:24505979

  10. More than a Signature: How Advisor Choice and Advisor Behaviour Affect Doctoral Student Satisfaction

    ERIC Educational Resources Information Center

    Zhao, Chun-Mei; Golde, Chris M.; McCormick, Alexander C.

    2007-01-01

    A satisfactory relationship between doctoral students and their advisors is an essential component of successful doctoral training. Using responses to a national survey of doctoral students in the US from 27 universities and 11 disciplines, this paper explores factors affecting students' satisfaction with the advising relationship. We find that…

  11. The Role of Perceived Autonomy Support in Principals' Affective Organizational Commitment and Job Satisfaction

    ERIC Educational Resources Information Center

    Chang, Yujin; Leach, Nicole; Anderman, Eric M.

    2015-01-01

    The purpose of this study is to examine the relations between principals' perceived autonomy support from superintendents, affective commitment to their school districts, and job satisfaction. We also explore possible moderation effects of principals' career experiences on these relations. Data were collected from K-12 public school principals in…

  12. Investigating the Relationship among Internet Addiction, Positive and Negative Affects, and Life Satisfaction in Turkish Adolescents

    ERIC Educational Resources Information Center

    Telef, Bülent Baki

    2016-01-01

    This study investigates the relationships between Internet addiction and the areas of life satisfaction and positive or negative affects in Turkish adolescents. The research sample comprised 358 students studying in the sixth, seventh and eighth grades at four different middle schools in Canakkale city centre during the 2012-2013 academic year, of…

  13. Change in Affect and Needs Satisfaction for Amotivated Students within the Sport Education Model

    ERIC Educational Resources Information Center

    Perlman, Dana

    2010-01-01

    The purpose of this study is to examine the influence of the Sport Education Model ("SEM") on amotivated students affect and needs satisfaction. 78 amotivated students from an original pool of 1,176 students enrolled in one of 32 physical education classes. Classes were randomly assigned to either the "SEM" (N = 16)or traditional class (N = 16).…

  14. Principal Leadership Behaviors Which Teachers at Different Career Stages Perceive as Affecting Job Satisfaction

    ERIC Educational Resources Information Center

    Hill, Valari

    2013-01-01

    The purpose of this qualitative study was to explore the perceptions of teachers as to how the leadership of their principal affects their job satisfaction. This study collected the view of teachers at different career stages and examined their perceptions and needs. The participants consisted of 12 elementary school teachers at three different…

  15. Factors Affecting Perceived Learning, Satisfaction, and Quality in the Online MBA: A Structural Equation Modeling Approach

    ERIC Educational Resources Information Center

    Sebastianelli, Rose; Swift, Caroline; Tamimi, Nabil

    2015-01-01

    The authors examined how six factors related to content and interaction affect students' perceptions of learning, satisfaction, and quality in online master of business administration (MBA) courses. They developed three scale items to measure each factor. Using survey data from MBA students at a private university, the authors estimated structural…

  16. Basic Skills for 100% Customer Satisfaction at First Chicago Corporation. Final Report.

    ERIC Educational Resources Information Center

    Center--Resources for Education, Des Plaines, IL.

    This document is the final report of a demonstration project during which the corporation First Chicago/NBD and a local education agency developed and delivered basic skills training to the corporation's nonexempt work force. The report describes the following key project activities: basic skill needs analyses for various customer services…

  17. She left, he left: how employment and satisfaction affect women's and men's decisions to leave marriages.

    PubMed

    Sayer, Liana C; England, Paula; Allison, Paul D; Kangas, Nicole

    2011-05-01

    Studies examining determinants of divorce have largely ignored differences between factors that elevate wives' and husbands' initiation of divorce. The authors use longitudinal data and a latent class model embedded in a competing-risks event history model to assess distinct predictors of wives and husbands leaving marriages. They find that when men are not employed, either spouse is more likely to leave. When wives report better-than-average marital satisfaction, their employment affects neither spouse's exit. However, when wives report below-average marital satisfaction, their employment makes it more likely they will leave. The authors' findings suggest that theories of divorce require "gendering" to reflect asymmetric gender change. PMID:21932472

  18. Analysis of factors affecting satisfaction level on problem based learning approach using structural equation modeling

    NASA Astrophysics Data System (ADS)

    Hussain, Nur Farahin Mee; Zahid, Zalina

    2014-12-01

    Nowadays, in the job market demand, graduates are expected not only to have higher performance in academic but they must also be excellent in soft skill. Problem-Based Learning (PBL) has a number of distinct advantages as a learning method as it can deliver graduates that will be highly prized by industry. This study attempts to determine the satisfaction level of engineering students on the PBL Approach and to evaluate their determinant factors. The Structural Equation Modeling (SEM) was used to investigate how the factors of Good Teaching Scale, Clear Goals, Student Assessment and Levels of Workload affected the student satisfaction towards PBL approach.

  19. Satisfaction with care in peritoneal dialysis patients.

    PubMed

    Kirchgessner, J; Perera-Chang, M; Klinkner, G; Soley, I; Marcelli, D; Arkossy, O; Stopper, A; Kimmel, P L

    2006-10-01

    Patient satisfaction is an important aspect of dialysis care, only recently evaluated in clinical studies. We developed a tool to assess peritoneal dialysis (PD) customer satisfaction, and sought to evaluate and validate the Customer Satisfaction Questionnaire (CSQ), quantifying PD patient satisfaction. The CSQ included questions regarding administrative issues, Delivery Service, PD Training, Handling Requests, and transportation. The study was performed using interviews in all Hungarian Fresenius Medical Care dialysis centers offering PD. CSQ results were compared with psychosocial measures to identify if patient satisfaction was associated with perception of social support and illness burden, or depression. We assessed CSQ internal consistency and validity. Factor analysis explored potential underlying dimensions of the CSQ. One hundred and thirty-three patients treated with PD for end-stage renal disease for more than 3 months were interviewed. The CSQ had high internal consistency. There was high patient satisfaction with customer service. PD patient satisfaction scores correlated with quality of life (QOL) and social support measures, but not with medical or demographic factors, or depressive affect. The CSQ is a reliable tool to assess PD customer satisfaction. PD patient satisfaction is associated with perception of QOL. Efforts to improve customer satisfaction may improve PD patients' quantity as well as QOL. PMID:16900092

  20. Hand Anthropometry and SMS Satisfaction

    NASA Astrophysics Data System (ADS)

    Balakrishnan, Vimala; Yeow, Paul H. P.

    The effect of hand anthropometry on Short Message Service (SMS) satisfaction was investigated using structured questionnaire interviews with 110 subjects, aged between 17-25 years old. Hand size was measured to assess its effect on mobile phone design factors satisfaction whereas thumb circumference and length were measured for keypad design factors. Small hand-sized subjects were found to be more satisfied with mobile phone dimensions than large hand-sized subjects. Thumb circumference significantly affects users` satisfaction towards key size and space between keys whereas thumb length significantly affects keypad layout satisfaction. Both thumb circumference and length significantly correlate negatively with the corresponding keypad design factors. Results confirm that hand anthropometry do affect users messaging satisfaction. These findings should prove useful to mobile phone designers who could look into the possibility of designing customized mobile phones that cater to large hand and thumb sized users, so as to increase their subjective satisfaction.

  1. Relationship Satisfaction, Affectivity, and Gay-Specific Stressors in Same-Sex Couples Joined in Civil Unions

    ERIC Educational Resources Information Center

    Todosijevic, Jelica; Rothblum, Esther D.; Solomon, Sondra E.

    2005-01-01

    Relationship satisfaction, affect, and stress were examined in 313 same-sex couples who had had civil unions in Vermont during the first year of this legislation. Similarity between partners on age and on positive/negative affectivity was related to relationship satisfaction whereas there was no association with similarity in income, education,…

  2. AutoMOPS--B2B and B2C in mask making: mask manufacturing performance and customer satisfaction improvement through better information flow management

    NASA Astrophysics Data System (ADS)

    de Ridder, Luc; Filies, Olaf; Rodriguez, Ben; Kuijken, Aart

    2001-04-01

    Through application of modern supply chain concepts in combination with state-of-the-art information technology, mask manufacturing performance and customer satisfaction can be improved radically. The AutoMOPS solution emphasizes on the elimination of the order verification through paperless, electronically linked information sharing/exchange between chip design, mask production and prototype production stages.

  3. Using Research Case Studies in eCommerce Marketing Courses: Customer Satisfaction at Point-of-Purchase and Post-Purchase

    ERIC Educational Resources Information Center

    Nawi, Noorshella Che; Fong, Michelle; Tatnall, Arthur

    2014-01-01

    This paper describes a research case study of Internet apparel marketing by small businesses in Malaysia which can beneficially be included in postgraduate business courses for understanding the importance of measuring customer satisfaction at point-of-purchase and post-purchase in online purchases. The sample size in this research is 154…

  4. The influence of trait-negative affect and compassion satisfaction on compassion fatigue in Australian nurses.

    PubMed

    Craigie, Mark; Osseiran-Moisson, Rebecca; Hemsworth, David; Aoun, Samar; Francis, Karen; Brown, Janie; Hegney, Desley; Rees, Clare

    2016-01-01

    For this study, we examined the nature of the unique relationships trait-negative affect and compassion satisfaction had with compassion fatigue and its components of secondary traumatic stress and burnout in 273 nurses from 1 metropolitan tertiary acute hospital in Western Australia. Participants completed the Professional Quality of Life Scale (Stamm, 2010), Depression Anxiety Stress Scale (Lovibond & Lovibond, 2004), and the State-Trait Anxiety Inventory (Spielberger, Gorsuch, Lushene, Vagg, & Jacobs, 1983). Bivariate correlation and hierarchical regression analyses were performed to examine and investigate 4 hypotheses. The results demonstrate a clear differential pattern of relationships with secondary traumatic stress and burnout for both trait-negative affect and compassion satisfaction. Trait-negative affect was clearly the more important factor in terms of its contribution to overall compassion fatigue and secondary traumatic stress. In contrast, compassion satisfaction's unique protective relationship only related to burnout, and not secondary traumatic stress. The results are therefore consistent with the view that compassion satisfaction may be an important internal resource that protects against burnout, but is not directly influential in protecting against secondary traumatic stress for nurses working in an acute-care hospital environment. With the projected nursing workforce shortages in Australia, it is apparent that a further understanding is warranted of how such personal variables may work as protective and risk factors. PMID:25961866

  5. Model for selecting quality standards for a salad bar through identifying elements of customer satisfaction.

    PubMed

    Ouellet, D; Norback, J P

    1993-11-01

    Continuous quality improvement is the new requirement of the Joint Commission on Accreditation of Healthcare Organizations. This means that meeting quality standards will not be enough. Dietitians will need to improve those standards and the way they are selected. Because quality is defined in terms of the customers, all quality improvement projects must start by defining what customers want. Using a salad bar as an example, this article presents and illustrates a technique developed in Japan to identify which elements in a product or service will satisfy or dissatisfy consumers. Using a model and a questionnaire format developed by Kano and coworkers, 273 students were surveyed to classify six quality elements of a salad bar. Four elements showed a dominant "must-be" characteristic: food freshness, labeling of the dressings, no spills in the food, and no spills on the salad bar. The two other elements (food easy to reach and food variety) showed a dominant one-dimensional characteristic. By better understanding consumer perceptions of quality elements, foodservice managers can select quality standards that focus on what really matters to their consumers. PMID:8227881

  6. Does Time Affect Patient Satisfaction and Health-Related Quality of Life After Reduction Mammoplasty?

    PubMed Central

    Cohen, Wess A.; Homel, Peter

    2016-01-01

    Objective: A total of 62,611 patients with breast hypertrophy underwent breast reduction surgery in 2013 in the United States to improve their symptoms and health-related quality of life. While multiple studies utilizing various outcome instruments demonstrate the efficacy of reductive surgery, it is presently unknown how the postoperative course affects patient satisfaction and health-related quality of life as measured by the BREAST-Q. Our objective was to determine the temporal relationship of patient satisfaction and health-related quality of life after reduction mammoplasty. Methods: Patients prospectively completed the BREAST-Q reduction mammoplasty module at 3 time points during their treatment: preoperatively, at less than 3 months postoperatively, and at more than 3 months (<12 months) postoperatively. A single surgeon (N.P.P.) performed all of the breast reduction procedures. Results: Each time point contained 20 questionnaires. Mean preoperative BREAST-Q scores were significantly lower than scores at the less than 3-month postoperative time point for the scales Satisfaction With Breasts, Psychosocial Well-being, Sexual Well-being, and Physical Well-being (P < .001). There was no significant difference in BREAST-Q scores between the postoperative time points in these measures. Conclusion: Breast reduction surgery offers a vast improvement in patients’ satisfaction and health-related quality of life that is maintained throughout the postoperative period. These findings can assist surgeons in managing patient expectations after reduction mammoplasty and help improve the probability of obtaining prior authorization for insurance coverage. PMID:26819650

  7. Customer needs, expectations, and satisfaction with clinical neurophysiology services in Ireland: a case for tele-neurophysiology development.

    PubMed

    Fitzsimons, M; Ronan, L; Murphy, K; Browne, G; Connolly, S; McMenamin, J; Delanty, N

    2004-01-01

    Although equitable access to services should be based on need, geographical location of patients and their clinicians can give rise to inequalities in healthcare delivery. Development of tele-medicine services can improve equity of access. The specialty of Clinical Neurophysiology (CN), currently under-developed in Ireland provides an example of such potential. This study aimed to determine the needs, expectations, and satisfaction of CN customers, namely patients and referring clinicians. The goal was to examine geographical impediments to access that might be addressed by the introduction of tele-neurophysiology. Two customer surveys were conducted: CN referring clinicians and CN patients. Thirty-one North Western Health Board (NWHB) consultant clinicians responded to a postal survey. Distance and delays caused by long waiting lists were felt to deter or make CN referral irrelevant. Ninety-seven percent believed the lack of a local service negatively impacts on patient management and 93% would welcome the introduction of a tele-neurophysiology service. The geographical location of patient's residence and/or the location of the referring clinician's practice influenced waiting lists for CN. Fifty-eight (105/182) percent of patients living in a region with a CN service compared to 39% (50/128) of those living in a region with no service received an appointment within one month. In addition to the current insufficient CN service capacity in Ireland, these surveys highlighted geographical inequities. Tele-neurophysiology has the potential to speed-up diagnosis, result in more patients being appropriately investigated and be fairer to patients. PMID:15490998

  8. The Mediation Effect of School Satisfaction in the Relationship between Teacher Support, Positive Affect and Life Satisfaction in Adolescents

    ERIC Educational Resources Information Center

    Telef, Bülent Baki; Arslan, Gökmen; Mert, Abdullah; Kalafat, Sezai

    2015-01-01

    The aim of this study is to examine the relationships among teacher support, positive emotions, school satisfaction and life satisfaction in adolescences. The study had the participation of 344 adolescents from different socio-economic levels studying in the sixth, seventh and eighth grades of three public middle schools in the province of…

  9. Maintaining Life Satisfaction in Adolescence: Affective Mediators of the Influence of Perceived Emotional Intelligence on Overall Life Satisfaction Judgments in a Two-Year Longitudinal Study

    PubMed Central

    Sánchez-Álvarez, Nicolás; Extremera, Natalio; Fernández-Berrocal, Pablo

    2015-01-01

    Much attention has been paid to the psychological processes underlying the improvement in mood states and human well-being, particularly during adolescence. Theoretical and empirical research suggests that emotional skills may play a role in enhancing perceived well-being; however, the mechanisms involved in during adolescence are unclear. The purpose of this study was to extend understanding by investigating the potential mediators of the relationship between emotional intelligence (EI) and life satisfaction in a 2-years study. Participants were 269 high school students (145 girls and 124 boys) who completed the self-report perceived emotional intelligence (PEI) Scale, the Satisfaction with Life Scale, and the Positive Affect and Negative Affect Scale three times at 1-year intervals. The three-step longitudinal design corroborated earlier research indicating that positive and negative affect mediate the relationships between EI and life satisfaction. Students with high PEI tended to have more positive experiences and fewer negative experiences, which contributed to their greater life satisfaction. No sex differences were found in the multi-group analyses, suggesting that the causal relationships are similar in both sexes. These findings extend our understanding of the complex network of relationships involving PEI and life satisfaction in adolescence. Implications and limitations of the findings are discussed. PMID:26834654

  10. Maintaining Life Satisfaction in Adolescence: Affective Mediators of the Influence of Perceived Emotional Intelligence on Overall Life Satisfaction Judgments in a Two-Year Longitudinal Study.

    PubMed

    Sánchez-Álvarez, Nicolás; Extremera, Natalio; Fernández-Berrocal, Pablo

    2015-01-01

    Much attention has been paid to the psychological processes underlying the improvement in mood states and human well-being, particularly during adolescence. Theoretical and empirical research suggests that emotional skills may play a role in enhancing perceived well-being; however, the mechanisms involved in during adolescence are unclear. The purpose of this study was to extend understanding by investigating the potential mediators of the relationship between emotional intelligence (EI) and life satisfaction in a 2-years study. Participants were 269 high school students (145 girls and 124 boys) who completed the self-report perceived emotional intelligence (PEI) Scale, the Satisfaction with Life Scale, and the Positive Affect and Negative Affect Scale three times at 1-year intervals. The three-step longitudinal design corroborated earlier research indicating that positive and negative affect mediate the relationships between EI and life satisfaction. Students with high PEI tended to have more positive experiences and fewer negative experiences, which contributed to their greater life satisfaction. No sex differences were found in the multi-group analyses, suggesting that the causal relationships are similar in both sexes. These findings extend our understanding of the complex network of relationships involving PEI and life satisfaction in adolescence. Implications and limitations of the findings are discussed. PMID:26834654

  11. To empower or not to empower your sales force? An empirical examination of the influence of leadership empowerment behavior on customer satisfaction and performance.

    PubMed

    Ahearne, Michael; Mathieu, John; Rapp, Adam

    2005-09-01

    This research focuses on the impact of leadership empowerment behavior (LEB) on customer service satisfaction and sales performance, as mediated by salespeople's self-efficacy and adaptability. Moreover, the authors propose an interactive relationship whereby LEB will be differentially effective as a function of employees' empowerment readiness. The authors' hypotheses are tested using survey data from a sample of 231 salespeople in the pharmaceutical field, along with external ratings of satisfaction from 864 customers and archival sales performance information. Results indicated that contrary to popular belief, employees with low levels of product/industry knowledge and low experience benefit the most from leadership behaviors that are empowering, whereas high-knowledge and experienced employees reap no clear benefit. The authors conclude with directions for future research and application. PMID:16162066

  12. Measuring patient satisfaction.

    PubMed

    Levin, Roger

    2005-03-01

    Many businesses use customer satisfaction surveys successfully. You may notice that you find one in almost every restaurant or hotel room. I do not think it is a coincidence that the hotel industry provides some of the finest customer service available. When it comes to providing excellent customer service, dental practices can learn from businesses that regularly assess customer satisfaction. PMID:15819351

  13. Identification with the retail organization and customer-perceived employee similarity: effects on customer spending.

    PubMed

    Netemeyer, Richard G; Heilman, Carrie M; Maxham, James G

    2012-09-01

    Two constructs important to academicians and managers are the degree to which employees and customers identify with an organization, employee organizational identification (employee OI) and customer-company identification (customer identification), respectively. This research examines the effects of these identification constructs and the related construct of customer perceived similarity to employees on customer spending. Via a 1-year multilevel study of 12,047 customers and 1,464 store employees (sales associates) covering 212 stores of a specialty apparel retailer, our study contributes to the literature in 2 critical ways. First, we expand the theoretical network of employee OI and customer identification by examining the related construct of a customer's perceived similarity to store employees. We examine the incremental (not fully mediated) main and interaction effects of customer-perceived similarity to employees and employee OI on customer spending. Second, we examine the effect of customer identification on customer spending relative to the effect of customer satisfaction on customer spending. Thus, our study also contributes by demonstrating a potential complementary route to achieve customer spending (customer identification), a route that may be more readily affected by management than the efforts required for a sustained increase in customer satisfaction. Implications for academics and managers are offered. PMID:22663556

  14. Affective profiles in Italian high school students: life satisfaction, psychological well-being, self-esteem, and optimism

    PubMed Central

    Di Fabio, Annamaria; Bucci, Ornella

    2015-01-01

    The affective profiles model distinguishes between individuals who are self-fulfilling (high positive affect, low negative affect), high affective (high positive affect, high negative affect), low affective (low positive affect, low negative affect), and self-destructive (low positive affect, high negative affect). The literature shows that the affective profiles model has been used with Swedish people in particular in order to determine differences among profiles in relation to life satisfaction, psychological well-being, self-esteem, and optimism. The present research investigated these differences in Italian high school students. Two studies were conducted: the first with 156 Italian high school students and the second with 148 Italian high school students. The first study analyzed differences among affective profiles with regard to life satisfaction and psychological well-being while the second study analyzed differences among affective profiles with regard to self-esteem and optimism. In the first study, the Positive and Negative Affect Schedule (PANAS), the Satisfaction with Life Scale, and the Meaningful Life Measure were administered to the participants. In the second study, the PANAS, the Self-Esteem Scale, the Life Orientation Test-revised were administered to the participants. The results of the first study showed that, with respect to the other profiles, the self-fulfilling participants had greater life satisfaction and psychological well-being. The results of the second study showed that, with respect to the other profiles, the self-fulfilling participants had higher self-esteem and optimism. These results revealed differences among affective profiles regarding life satisfaction, psychological well-being, self-esteem, and optimism in the Italian context as well thereby offering new possibilities for cross-cultural research and for enhancing self-fulfilling profiles. PMID:26388814

  15. Patient satisfaction.

    PubMed

    Prakash, Bhanu

    2010-09-01

    Patient satisfaction is an important and commonly used indicator for measuring the quality in health care. Patient satisfaction affects clinical outcomes, patient retention, and medical malpractice claims. It affects the timely, efficient, and patient-centered delivery of quality health care. Patient satisfaction is thus a proxy but a very effective indicator to measure the success of doctors and hospitals. This article discusses as to how to ensure patient satisfaction in dermatological practice. PMID:21430827

  16. A Correlational Study of How Airline Customer Service and Consumer Perception of Airline Customer Service Affect the Air Rage Phenomenon

    NASA Technical Reports Server (NTRS)

    Hunter, Joyce A.

    2007-01-01

    Between 1995 and 2000, customer service declined throughout the airline industry, as reported in February 2001 by the U.S. Department of Transportation (2001). One of the biggest problems today within the airline industry is the constant complaining from customers regarding the deterioraton of service (McCollough, Berry, & Yadav, 2000). Since 1995, unfortunately no airline has been immune from service deterioration, as reported by the Airline Quality Rating, an annual report by two airline industry experts who analyzed Department of Transportation statistics (Harrison & Kleinsasser, 1999). The airline' refusal to recognize the issue of customer service has perpetuated an environment that has become dangerous and detrimental to the traveling public as well as to airline employees, which in turn has fueled a new phenomenon, now referred to as "air rage".

  17. A Hybrid Model for Research on Subjective Well-Being: Examining Common- and Component-Specific Sources of Variance in Life Satisfaction, Positive Affect, and Negative Affect

    ERIC Educational Resources Information Center

    Busseri, Michael; Sadava, Stanley; DeCourville, Nancy

    2007-01-01

    The primary components of subjective well-being (SWB) include life satisfaction (LS), positive affect (PA), and negative affect (NA). There is little consensus, however, concerning how these components form a model of SWB. In this paper, six longitudinal studies varying in demographic characteristics, length of time between assessment periods,…

  18. Self-Evaluation Accuracy and Satisfaction with Performance: Are there Affective Costs or Benefits of Positive Self-Evaluation Bias?

    ERIC Educational Resources Information Center

    Narciss, Susanne; Koerndle, Hermann; Dresel, Markus

    2011-01-01

    This paper examines how self-evaluation biases may influence satisfaction with performance. A review of theoretical positions suggests there are two views, both of which are supported by studies involving laboratory tasks. The first view predicts affective costs, and the second affective benefits of positive self-evaluation bias. We test the…

  19. S-shape relationship between customer satisfaction and willingness to pay premium prices for high quality cured pork products in Spain.

    PubMed

    Cotes-Torres, Alejandro; Muñoz-Gallego, Pablo A; Cotes-Torres, José Miguel

    2012-03-01

    This paper explores 2 different probabilistic models explaining willingness to pay premium prices for high-quality cured products from the swine industry. Seven cured pork products (sausage, fuet, ham, loin, shoulder, salami and pepperoni) were studied in 9 food-stores in Valladolid, Spain. Consumers of the products were interviewed (686 completed surveys). It was found by using mixed effect statistical models that the relationship between willingness to pay a premium price and customer satisfaction had nonlinear behavior, following an S-shape with inverted slope which was the first empirical evidence of this type of behavior in meat products in real market conditions. It was also established that the interaction between satisfaction and current expenditure on the product was significant and indispensable for explaining consumers' willingness to pay premium price for cured pork products. PMID:22118984

  20. Effects of viewing a pro-ana website: an experimental study on body satisfaction, affect, and appearance self-efficacy.

    PubMed

    Delforterie, Monique J; Larsen, Junilla K; Bardone-Cone, Anna M; Scholte, Ron H J

    2014-01-01

    Pro-anorexia websites portray an extreme form of thin-ideal. This between-subjects experiment examined the effects of viewing such a website on body satisfaction, affect, and appearance self-efficacy compared to viewing control websites (fashion, home decoration, automutilation). The sample consisted of 124 normal weight, young adult, Dutch women (mean age 21.2, mean body mass index 21.4). Participants did not differ on affect and appearance self-efficacy. One body satisfaction measure showed that pro-anorexia viewers were more satisfied with their bodies than home decoration viewers. Our findings suggest that viewing a pro-anorexia website might not have detrimental effects on body satisfaction and affect among normal weight young women. PMID:24689982

  1. Veterans' voices: use of the American Customer Satisfaction Index (ACSI) Survey to identify My HealtheVet personal health record users' characteristics, needs, and preferences

    PubMed Central

    2010-01-01

    Background Consumer research reveals considerable interest in the use of Personal Health Records (PHRs), yet adoption remains relatively low. Both adopters and nonadopters represent important perspectives from which to understand this paradox. Objective This study focuses on direct feedback from adopters obtained using the American Customer Satisfaction Index (ACSI) survey on the My HealtheVet PHR portal (http://www.myhealth.va.gov) of the Veterans Health Administration (VHA). The results represent a source of direct feedback with which to better understand veterans' needs and preferences. Methods The ACSI Survey was implemented in October 2007 to measure satisfaction and elicit information about characteristics and preferences of My HealtheVet PHR adopters. The data represent a continuous random sample of site visitors who have navigated at least four pages on the site. A total of 100 617 surveys were completed (17.2%). Results Satisfaction with My HealtheVet is high (8.3/10.0), and users are highly likely to return to the site (8.6/10.0) and recommend the site to other veterans (9.1/10.0). The majority of system adopters are male (91%), between the ages of 51 and 70 (68%), and served in the Vietnam War (60%). Most veterans currently visit the site to utilize pharmacy-related features. Conclusion VHA has used the ACSI to monitor satisfaction, and to better understand the characteristics, needs, and preferences of early adopters. The data provide an important source of direct feedback to inform program development. Future research will include monitoring the impact of enhancements and new features on satisfaction, and conducting additional research with nonadopters to identify barriers to adoption and use. PMID:20190065

  2. Effects of service provider attitudes and employment status on citizenship behaviors and customers' attitudes and loyalty behavior.

    PubMed

    Payne, Stephanie C; Webber, Sheila Simsarian

    2006-03-01

    The relationship among job satisfaction, affective commitment, service-oriented organizational citizenship behaviors (OCBs), customer satisfaction, and customer loyalty were examined for a sample of 249 hairstylists and 1 of their corresponding customers. Employee satisfaction was positively related to service-oriented OCBs, customer satisfaction, and customer loyalty, whereas affective commitment was not related to these outcomes. The extent to which the predictor variables interacted with one another and the role of employment status on these relationships was also explored. High levels of job satisfaction or affective commitment resulted in more service-oriented OCBs for employees and self-employed workers, whereas high levels of both resulted in more service-oriented OCBs for owners. PMID:16551189

  3. Yes, but are they happy? Effects of trait self-control on affective well-being and life satisfaction.

    PubMed

    Hofmann, Wilhelm; Luhmann, Maike; Fisher, Rachel R; Vohs, Kathleen D; Baumeister, Roy F

    2014-08-01

    Does trait self-control (TSC) predict affective well-being and life satisfaction--positively, negatively, or not? We conducted three studies (Study 1: N = 414, 64% female, Mage = 35.0 years; Study 2: N = 208, 66% female, Mage = 25.24 years; Study 3: N = 234, 61% female, Mage = 34.53 years). The key predictor was TSC, with affective well-being and life satisfaction ratings as key outcomes. Potential explanatory constructs including goal conflict, goal balancing, and emotional distress also were investigated. TSC is positively related to affective well-being and life satisfaction, and managing goal conflict is a key as to why. All studies, moreover, showed that the effect of TSC on life satisfaction is at least partially mediated by affect. Study 1's correlational study established the effect. Study 2's experience sampling approach demonstrated that compared to those low in TSC, those high in TSC experience higher levels of momentary affect even as they experience desire, an effect partially mediated through experiencing lower conflict and emotional distress. Study 3 found evidence for the proposed mechanism--that TSC may boost well-being by helping people avoid frequent conflict and balance vice-virtue conflicts by favoring virtues. Self-control positively contributes to happiness through avoiding and dealing with motivational conflict. PMID:23750741

  4. Patient satisfaction and service quality in the formation of customers' future purchase intentions in competitive health service settings.

    PubMed

    Baker, T L; Taylor, S A

    1997-01-01

    The following study provides evidence that the relationship between quality perceptions and satisfaction judgements in the formation of future purchase intentions may be very different in health service settings relative to other service settings. The study investigates Taylor and Baker's (1994) assertion that satisfaction judgements moderate the quality-->purchase intention relationship by testing the research model in both for-profit and not-for-profit hospital settings. The results of this study first support the growing view that satisfaction judgements are more closely related to outcome behaviors than quality perceptions in hospital settings. The results further support the assertion that the formation of important consumer outcomes, such as future purchase intentions, appears to be different for health services. Thus, health service managers are cautioned to empirically test models in the literature specific to their own competitive setting. The managerial and research implications of the reported study are presented and discussed. PMID:10179060

  5. Procrastination, Self-Regulation Failure, Academic Life Satisfaction, and Affective Well-Being: Underregulation or Misregulation Form

    ERIC Educational Resources Information Center

    Balkis, Murat; Duru, Erdinç

    2016-01-01

    The aim of this study was to examine the role of self-regulation failure in procrastination. In addition, it also aimed to investigate the effects of procrastination on affective well-being and academic life satisfaction. Three hundred and twenty-eight undergraduate students participated in the study. The most obvious finding emerging from this…

  6. Positive and Negative Affectivity as Mediator and Moderator of the Relationship between Optimism and Life Satisfaction in Turkish University Students

    ERIC Educational Resources Information Center

    Kapikiran, Necla Acun

    2012-01-01

    The main purpose of this study is to examine the mediator and moderator role of positive and negative affectivity variables on the relationship between optimism and life satisfaction in university students. 397 university students, ranging in age from 18 to 27 (M = 20.98), attending different departments of the Faculty of Education, at Pamukkale…

  7. Extension Personnel's Self-Esteem and Workplace Relationships: Implications for Job Satisfaction and Affective Organizational Commitment Foci

    ERIC Educational Resources Information Center

    Ladebo, Olugbenga Jelil; Olaoye, Olalekan Jacob; Adamu, Comfort Oyekale

    2008-01-01

    This study proposes relationships between job satisfaction, affective commitment (organization, supervisor and workgroup), and exchange relations with supervisor, organization and workgroup members among extension personnel. Perceived self-esteem (SE) is hypothesized to moderate relations between the social exchange foci and the corresponding…

  8. Factors Affecting Motivation and Job Satisfaction of Academic Staff of Universities in South-South Geopolitical Zone of Nigeria

    ERIC Educational Resources Information Center

    Osakwe, Regina N.

    2014-01-01

    This study determined the factors affecting motivation and job satisfaction of non-management academic staff of universities in South-South geopolitical zone of Nigeria. It employed an expost-facto research design. Three research questions and two hypotheses were raised for the study. A sample of four hundred and fifty non-management academic…

  9. Differences in Affect, Life Satisfaction, and Depression between Successfully and Unsuccessfully Rehabilitated Persons with Spinal Cord Injuries

    ERIC Educational Resources Information Center

    Chapin, Martha H.; Holbert, Donald

    2009-01-01

    This study assessed whether persons with spinal cord injuries who were successfully rehabilitated differed from those who were not with regard to positive and negative affect, life satisfaction, and depression. An ex post facto research design compared persons with spinal cord injuries who were previously employed with persons with spinal cord…

  10. Engaging the Student as a Customer: A Relationship Marketing Approach

    ERIC Educational Resources Information Center

    Bowden, Jana Lay-Hwa.

    2011-01-01

    Increasingly organizations are recognizing the value of establishing close relationships with their customers. Despite this, research has not deeply explored how the intangible aspects of relational exchange such as customer satisfaction, as well as affective commitment, calculative commitment, and trust, combine to determine loyalty in the…

  11. Customer Satisfaction versus Infrastructural Facilities in the Realm of Higher Education--A Case Study of Sri Venkateswara University Tirupati

    ERIC Educational Resources Information Center

    Janardhana, G.; Rajasekhar, Mamilla

    2012-01-01

    This article analyses the levels of students' satisfaction and how institution provides infrastructure facilities in the field of higher education. Infrastructure is the fastest growing segment of the higher education scenario. Universities play a very vital role in a country in terms of their potential. It contributes to employment and growth.…

  12. When Being Able Is Not Enough. The Combined Value of Positive Affect and Self-Efficacy for Job Satisfaction in Teaching

    ERIC Educational Resources Information Center

    Moe, Angelica; Pazzaglia, Francesca; Ronconi, Lucia

    2010-01-01

    This study examines how good strategies and praxis interplay with positive affect and self-efficacy to determine a teacher's job satisfaction, in the hypothesis that teaching effectively does not in itself guarantee satisfaction: positive affect and self-efficacy beliefs are needed. Self-assessment scales, designed to assess the use of efficient…

  13. Factors Affecting Students' Satisfaction in Engineering Disciplines: Traditional vs. Blended Approaches

    ERIC Educational Resources Information Center

    Martinez-Caro, Eva; Campuzano-Bolarin, Francisco

    2011-01-01

    In this paper a two-year field study was carried out to analyse how satisfaction differs across the traditional and blended learning methods. Altogether, 21 courses for graduate and postgraduate engineering students were evaluated. Several variables and their relationship with student satisfaction in the first year, with all courses delivered in…

  14. Health Care Management Courses in Greek Universities: A First Attempt to Establish Factors Affecting Satisfaction

    ERIC Educational Resources Information Center

    Kotsifos, Vangelis; Alegakis, Athanasios; Philalithis, Anastas

    2012-01-01

    Purpose: The object of this study is to formulate, establish and apply a suitable and reliable tool for measuring the course experience satisfaction of Master graduates. A questionnaire was formulated, based on similar tools, and adjusted to the reality of Hellenic Higher Education, in order to measure the satisfaction of graduates in three Master…

  15. Do Learning Approaches of Medical Students Affect Their Satisfaction with Problem-Based Learning?

    ERIC Educational Resources Information Center

    Gurpinar, Erol; Kulac, Esin; Tetik, Cihat; Akdogan, Ilgaz; Mamakli, Sumer

    2013-01-01

    The aim of this research was to determine the satisfaction of medical students with problem-based learning (PBL) and their approaches to learning to investigate the effect of learning approaches on their levels of satisfaction. The study group was composed of medical students from three different universities, which apply PBL at different levels…

  16. Estimating the influence of life satisfaction and positive affect on later income using sibling fixed effects

    PubMed Central

    De Neve, Jan-Emmanuel; Oswald, Andrew J.

    2012-01-01

    The question of whether there is a connection between income and psychological well-being is a long-studied issue across the social, psychological, and behavioral sciences. Much research has found that richer people tend to be happier. However, relatively little attention has been paid to whether happier individuals perform better financially in the first place. This possibility of reverse causality is arguably understudied. Using data from a large US representative panel, we show that adolescents and young adults who report higher life satisfaction or positive affect grow up to earn significantly higher levels of income later in life. We focus on earnings approximately one decade after the person’s well-being is measured; we exploit the availability of sibling clusters to introduce family fixed effects; we account for the human capacity to imagine later socioeconomic outcomes and to anticipate the resulting feelings in current well-being. The study’s results are robust to the inclusion of controls such as education, intelligence quotient, physical health, height, self-esteem, and later happiness. We consider how psychological well-being may influence income. Sobel–Goodman mediation tests reveal direct and indirect effects that carry the influence from happiness to income. Significant mediating pathways include a higher probability of obtaining a college degree, getting hired and promoted, having higher degrees of optimism and extraversion, and less neuroticism. PMID:23169627

  17. Factors Affecting Physician Satisfaction and Wisconsin Medical Society Strategies to Drive Change.

    PubMed

    Coleman, Michele; Dexter, Donn; Nankivil, Nancy

    2015-08-01

    Physicians' dissatisfaction in their work is increasing, which is affecting the stability of health care in America. The Wisconsin Medical Society (Society) surveyed 1016 Wisconsin physicians to determine the source of their dissatisfaction. The survey results indicate Wisconsin physicians are satisfied when it comes to practice environment, work-life balance, and income. In addition, they are extremely satisfied when it comes to rating their ability to provide high quality care, and they have identified some benefits related to the adoption of electronic health records. However, they are feeling burned out, very unsatisfied with the amount of time spent in direct patient care compared to indirect patient care, and that they are spending too much time on administrative and data entry tasks. In terms of future workforce, many physicians are either unsure or would not recommend the profession to a prospective medical student. Electronic health records serve as both a satisfier and dissatisfier and as a potential driver for future physician satisfaction interventions. Changes at the institutional, organizational, and individual levels potentially could address the identified dissatisfiers and build upon the satisfiers. The Society identifies 12 strategies to improve upon the physician experience. PMID:26436181

  18. Students-as-Customers' Satisfaction, Predictive Retention with Marketing Implications: The Case of Malaysian Higher Education Business Students

    ERIC Educational Resources Information Center

    Carter, Stephen; Yeo, Amy Chu-May

    2016-01-01

    Purpose: The purpose of this paper is to investigate two areas of interest: first, to determine business student customer satisfiers that could be contributors to students' current and predicted retention in a higher educational institution (HEI) and second, to use these satisfiers to inform HEI marketing planning. Design/Methodology/Approach: The…

  19. Factors affecting job satisfaction and their correlation with educational standards among dental assistants.

    PubMed

    Al Jazairy, Yousra H; Halawany, Hassan Suliman; Hussainan, Nawaf Al; Maflehi, Nassr Al; Abraham, Nimmi Biju; Jacob, Vimal

    2014-01-01

    A disparity exists in the educational qualifications of dental assistants working in various public and private institutions in Riyadh, Saudi Arabia. The aim of this study was to assess the influence of professional and personal characteristics on job satisfaction among dental assistants. A cross-sectional survey was performed among dental assistants using a 24-item self-administered questionnaire. Multinomial logistic regression was used to assess the relationship between overall job satisfaction and other variables. The overall response rate was 72.1%. Factor analysis suggested that five underlying factors were related to job satisfaction. The mean score for overall job satisfaction was 3.86 (satisfied) out of 5. Among the work environment factors, the highest mean score, 4.26 (satisfied), was obtained for quality of service, and the lowest mean score, 2.78 (neutral), was obtained for the perception of income. The income and general prospects of the profession was significantly associated with overall job satisfaction. This study suggests that for dental assistants, professional and personal life, quality of service, perception of income and prestige and self-respect are important factors for job satisfaction. Despite differences in professional formation standards, in general, the study participants were considerably satisfied with their jobs. PMID:24747371

  20. Factors Affecting Job Satisfaction and Their Correlation with Educational Standards among Dental Assistants

    PubMed Central

    JAZAIRY, Yousra H. AL; HALAWANY, Hassan Suliman; HUSSAINAN, Nawaf AL; MAFLEHI, Nassr AL; ABRAHAM, Nimmi Biju; JACOB, Vimal

    2014-01-01

    A disparity exists in the educational qualifications of dental assistants working in various public and private institutions in Riyadh, Saudi Arabia. The aim of this study was to assess the influence of professional and personal characteristics on job satisfaction among dental assistants. A cross-sectional survey was performed among dental assistants using a 24-item self-administered questionnaire. Multinomial logistic regression was used to assess the relationship between overall job satisfaction and other variables. The overall response rate was 72.1%. Factor analysis suggested that five underlying factors were related to job satisfaction. The mean score for overall job satisfaction was 3.86 (satisfied) out of 5. Among the work environment factors, the highest mean score, 4.26 (satisfied), was obtained for quality of service, and the lowest mean score, 2.78 (neutral), was obtained for the perception of income. The income and general prospects of the profession was significantly associated with overall job satisfaction. This study suggests that for dental assistants, professional and personal life, quality of service, perception of income and prestige and self-respect are important factors for job satisfaction. Despite differences in professional formation standards, in general, the study participants were considerably satisfied with their jobs. PMID:24747371

  1. Does a referral from home to hospital affect satisfaction with childbirth? A cross-national comparison

    PubMed Central

    Christiaens, Wendy; Gouwy, Anneleen; Bracke, Piet

    2007-01-01

    Background The Belgian and Dutch societies present many similarities but differ with regard to the organisation of maternity care. The Dutch way of giving birth is well known for its high percentage of home births and its low medical intervention rate. In contrast, home births in Belgium are uncommon and the medical model is taken for granted. Dutch and Belgian maternity care systems are compared with regard to the influence of being referred to specialist care during pregnancy or intrapartum while planning for a home birth. We expect that a referral will result in lower satisfaction with childbirth, especially in Belgium. Methods Two questionnaires were filled out by 605 women, one at 30 weeks of pregnancy and one within the first two weeks after childbirth, either at home or in a hospital. Of these, 563 questionnaires were usable for analysis. Women were invited to participate in the study by independent midwives and obstetricians during antenatal visits in 2004–2005. Satisfaction with childbirth was measured by the Mackey Satisfaction with Childbirth Rating Scale, which takes into account the multidimensional nature of the concept. Results Belgian women are more satisfied than Dutch women and home births are more satisfying than hospital births. Women who are referred to the hospital while planning for a home birth are less satisfied than women who planned to give birth in hospital and did. A referral has a greater negative impact on satisfaction for Dutch women. Conclusion There is no reason to believe Dutch women receive hospital care of lesser quality than Belgian women in case of a referral. Belgian and Dutch attach different meaning to being referred, resulting in a different evaluation of childbirth. In the Dutch maternity care system home births lead to higher satisfaction, but once a referral to the hospital is necessary satisfaction drops and ends up lower than satisfaction with hospital births that were planned in advance. We need to understand more

  2. Satisfaction = Revenue.

    ERIC Educational Resources Information Center

    Johannesen, Rhonda

    1999-01-01

    Colleges and universities are turning increasingly to private real estate and property management companies to boost customer satisfaction with, and income from, student housing. Issues to be considered are examined, including the market profile, facility types and needs, maintenance and housekeeping, communications technology, complementary…

  3. Factors Affecting Patient Satisfaction With Emergency Department Care: An Italian Rural Hospital

    PubMed Central

    Messina, Gabriele; Vencia, Francesco; Mecheroni, Silvana; Dionisi, Susanna; Baragatti, Lorenzo; Nante, Nicola

    2015-01-01

    Background: In the emergency department satisfaction is strictly linked to the role of the nurses, namely the first interface between patients and hospital services. Objectives: The purpose of the study was to identify areas of emergency nursing activity associated with minor or major patient satisfaction. Methods: A descriptive cross-sectional study was conducted from December 2010 - May 2011, in the rural hospital of Orbetello, Tuscany (Italy). Convenience sampling was used to select patients, namely patients presenting at the emergency unit in the study period. The Consumer Emergency Care Satisfaction Scale was used to collect information on two structured subscale (Caring and Teaching). Results: 259 questionnaire were collected. Analysis indicated that only two characteristics significantly influenced overall satisfaction: “receiving continuous information from personnel about delay” positively effect (OR=7.98; p=0.022) while “waiting time for examination” had a negative effect (OR 0.42; p=0.026) Conclusions: The study was the first conduced in Italy using this instrument that enabled to obtain much important information about patient satisfaction with nursing care received in the emergency department. The results showing improvements must be related to educational aspects, such as explaining patients the colour waiting list, and communication towards patients, such as informing about emergences that cause queue. PMID:25946915

  4. Milestone Age Affects the Role of Health and Emotions in Life Satisfaction: A Preliminary Inquiry

    PubMed Central

    Miron-Shatz, Talya; Bhargave, Rajesh; Doniger, Glen M.

    2015-01-01

    Jill turns 40. Should this change how she evaluates her life, and would a similar change occur when she turns 41? Milestone age (e.g., 30, 40, 50)—a naturally occurring feature in personal timelines—has received much attention is popular culture, but little attention in academic inquiry. This study examines whether milestone birthdays change the way people evaluate their life. We show that life outlook is impacted by this temporal landmark, which appears to punctuate people’s mental maps of their life cycle. At these milestone junctures, people take stock of where they stand and have a more evaluative perspective towards their lives when making life satisfaction judgments. Correspondingly, they place less emphasis on daily emotional experiences. We find that milestone agers (vs. other individuals) place greater weight on health satisfaction and BMI and lesser weight on daily positive emotions in their overall life satisfaction judgments, whereas negative emotions remain influential. PMID:26244348

  5. Milestone Age Affects the Role of Health and Emotions in Life Satisfaction: A Preliminary Inquiry.

    PubMed

    Miron-Shatz, Talya; Bhargave, Rajesh; Doniger, Glen M

    2015-01-01

    Jill turns 40. Should this change how she evaluates her life, and would a similar change occur when she turns 41? Milestone age (e.g., 30, 40, 50)--a naturally occurring feature in personal timelines--has received much attention is popular culture, but little attention in academic inquiry. This study examines whether milestone birthdays change the way people evaluate their life. We show that life outlook is impacted by this temporal landmark, which appears to punctuate people's mental maps of their life cycle. At these milestone junctures, people take stock of where they stand and have a more evaluative perspective towards their lives when making life satisfaction judgments. Correspondingly, they place less emphasis on daily emotional experiences. We find that milestone agers (vs. other individuals) place greater weight on health satisfaction and BMI and lesser weight on daily positive emotions in their overall life satisfaction judgments, whereas negative emotions remain influential. PMID:26244348

  6. Product Variety, Consumer Preferences, and Web Technology: Can the Web of Data Reduce Price Competition and Increase Customer Satisfaction?

    NASA Astrophysics Data System (ADS)

    Hepp, Martin

    E-Commerce on the basis of current Web technology has created fierce competition with a strong focus on price. Despite a huge variety of offerings and diversity in the individual preferences of consumers, current Web search fosters a very early reduction of the search space to just a few commodity makes and models. As soon as this reduction has taken place, search is reduced to flat price comparison. This is unfortunate for the manufacturers and vendors, because their individual value proposition for a particular customer may get lost in the course of communication over the Web, and it is unfortunate for the customer, because he/she may not get the most utility for the money based on her/his preference function. A key limitation is that consumers cannot search using a consolidated view on all alternative offers across the Web. In this talk, I will (1) analyze the technical effects of products and services search on the Web that cause this mismatch between supply and demand, (2) evaluate how the GoodRelations vocabulary and the current Web of Data movement can improve the situation, (3) give a brief hands-on demonstration, and (4) sketch business models for the various market participants.

  7. Analysis on factors affecting household customers decision in using electricity at peak time and its correlation towards saving electricity

    NASA Astrophysics Data System (ADS)

    Pasasa, Linus; Marbun, Parlin; Mariza, Ita

    2015-09-01

    The purpose of this paper is to study and analyse the factors affecting customer decisions in using electricity at peak-load hours (between 17.00 to 22.00 WIB) and their behaviors towards electricity conservation in Indonesian household. The underlying rationale is to influence a reduction in energy consumption by stimulating energy saving behaviors, thereby reducing the impact of energy use on the environment. How is the correlation between the decisions in using electricity during peak load hours with the household customer's behavior towards saving electricity? The primary data is obtained by distributing questionnaires to customers of PT. PLN Jakarta Raya and Tangerang Distribution from Household segment. The data is analysed using the Structural Equation Model (SEM) and AMOS Software. The research is finding that all factors (Personal, Social, PLN Services, Psychological, and Cultural) are positively influence customer decision in using electricity at peak load hours. There is a correlation between the decisions in using electricity during peak load hours with the household customer's behavior towards saving electricity.

  8. Factors Affecting the Job Satisfaction of Latino/a Immigrants in the Midwest

    ERIC Educational Resources Information Center

    Valdivia, Corinne; Flores, Lisa Y.

    2012-01-01

    This study examined the job satisfaction of 253 Latino/a newcomers in three rural communities in the Midwest. Specifically, the authors explored the effects of ethnic identity, Anglo acculturation, Latino/a acculturation, perceptions of the community (social relations, discrimination/racism, and language pressures), job tenure, work hours, and…

  9. Online Course Delivery: An Empirical Investigation of Factors Affecting Student Satisfaction

    ERIC Educational Resources Information Center

    Beqiri, Mirjeta S.; Chase, Nancy M.; Bishka, Atena

    2010-01-01

    The authors investigated potential factors impacting students' satisfaction with online course delivery using business students as participants. The findings suggest that the student who would be more satisfied with the delivery of online courses fits the following profile: graduate, married, resides more than 1 mile away from campus, and male.…

  10. How Interactive Video (ITV) Web-Enhanced Format Affects Instructional Strategy and Instructor Satisfaction

    ERIC Educational Resources Information Center

    Moody, Catrina V.

    2013-01-01

    This qualitative study explored the quality of technology associated with interactive video (ITV) classes in distance education programs and the resulting satisfaction of the instructors teaching this format. The participants were full time instructors of a rural community college that used the ITV format. Community college ITV instructors are…

  11. Ways by Which Comparable Income Affects Life Satisfaction in Hong Kong

    ERIC Educational Resources Information Center

    Cheung, Chau-kiu; Leung, Kwan-kwok

    2008-01-01

    Proponents of social equality attribute low life satisfaction to income inequality in society, an inequality which occurs when most people have relatively low income and only a few have high income. In contrast, range-frequency theory and other social comparison theories predict that when most people have low income, they are satisfied because of…

  12. Factors affecting the job satisfaction levels and quit intentions of academic nurses.

    PubMed

    Altuntaş, Serap

    2014-04-01

    The descriptively designed study was conducted in order to determine academic nurses' job satisfaction levels, intention of leaving job and effective reasons. The study was implemented in 10 nursing schools offering postgraduate and doctoral education in Turkey, and data was collected from academics working in these schools who agreed to participate in the study. After obtaining the required approval from the ethics committees and institutional permissions, data was collected from 248 academic nurses using a personal information form and a "Job Satisfaction Scale" between June 2009 and January 2010. The data was analyzed by frequency and percentage distribution, using Cronbach's Alpha coefficient, ANOVA, Qui-Square and Tukey's HSD test for advanced analysis methods with SPSS 11.5 statistics packet software. This study concludes that academic nurses are moderately satisfied with their jobs. In addition, job satisfaction was found to be lower among research assistants, assistant professors, nurses with less than 10 years of academic experience, nurses who have completed their doctorate dissertations, or who are working on appointment or contract basis. PMID:23870689

  13. Does better for the environment mean less tasty? Offering more climate-friendly meals is good for the environment and customer satisfaction.

    PubMed

    Visschers, Vivianne H M; Siegrist, Michael

    2015-12-01

    Food consumption comprises a significant portion of the total environmental impact of households. One way to reduce this impact may be to offer consumers more climate-friendly meal choices, such as when eating out. However, the environmental benefits of such an intervention will depend on not only consumers' liking of the climate-friendlier meals, but also on the perceived environmental impact. We therefore investigated the relationship between the global warming potential (GWP) of and consumers' liking of meals in two field studies in the same restaurant. Visitors to the restaurant were asked to rate the taste of the meal they had just consumed. These taste ratings were then related to the meals' GWP and number of purchases. In the second study, an intervention was tested consisting of a climate-friendly choice label and information posters. Contrary to expectations, it was found in both studies that the GWP of the meals was unrelated to the taste or the number of purchases. Offering more climate-friendly meals did not change consumer satisfaction. As expected, the introduction of the climate-friendly choice label increased the number of climate-friendly meal purchases. Therefore, offering more climate-friendly meals with a climate-friendly choice label can affect consumers' meal choices, but not their preferences or satisfaction, which is beneficial for the climate, consumers and gastronomic establishments. PMID:26278875

  14. Client Preferences Affect Treatment Satisfaction, Completion, and Clinical Outcome: A Meta-Analysis

    PubMed Central

    Lindhiem, Oliver; Bennett, Charles B.; Trentacosta, Christopher J.; McLear, Caitlin

    2014-01-01

    We conducted a meta-analysis on the effects of client preferences on treatment satisfaction, completion, and clinical outcome. Our search of the literature resulted in 34 empirical articles describing 32 unique clinical trials that either randomized some clients to an active choice condition (shared decision making condition or choice of treatment) or assessed client preferences. Clients who were involved in shared decision making, chose a treatment condition, or otherwise received their preferred treatment evidenced higher treatment satisfaction (ESd = .34; p < .001), increased completion rates (ESOR = 1.37; ESd = .17; p < .001), and superior clinical outcome (ESd = .15; p < .0001), compared to clients who were not involved in shared decision making, did not choose a treatment condition, or otherwise did not receive their preferred treatment. Although the effect sizes are modest in magnitude, they were generally consistent across several potential moderating variables including study design (preference versus active choice), psychoeducation (informed versus uninformed), setting (inpatient versus outpatient), client diagnosis (mental health versus other), and unit of randomization (client versus provider). Our findings highlight the clinical benefit of assessing client preferences, providing treatment choices when two or more efficacious options are available, and involving clients in treatment-related decisions when treatment options are not available. PMID:25189522

  15. Money and happiness: rank of income, not income, affects life satisfaction.

    PubMed

    Boyce, Christopher J; Brown, Gordon D A; Moore, Simon C

    2010-04-01

    Does money buy happiness, or does happiness come indirectly from the higher rank in society that money brings? We tested a rank-income hypothesis, according to which people gain utility from the ranked position of their income within a comparison group. The rank hypothesis contrasts with traditional reference-income hypotheses, which suggest that utility from income depends on comparison to a social reference-group norm. We found that the ranked position of an individual's income predicts general life satisfaction, whereas absolute income and reference income have no effect. Furthermore, individuals weight upward comparisons more heavily than downward comparisons. According to the rank hypothesis, income and utility are not directly linked: Increasing an individual's income will increase his or her utility only if ranked position also increases and will necessarily reduce the utility of others who will lose rank. PMID:20424085

  16. Optical design of a novel instrument that uses the Hartmann-Shack sensor and Zernike polynomials to measure and simulate customized refraction correction surgery outcomes and patient satisfaction

    NASA Astrophysics Data System (ADS)

    Yasuoka, Fatima M. M.; Matos, Luciana; Cremasco, Antonio; Numajiri, Mirian; Marcato, Rafael; Oliveira, Otavio G.; Sabino, Luis G.; Castro N., Jarbas C.; Bagnato, Vanderlei S.; Carvalho, Luis A. V.

    2016-03-01

    An optical system that conjugates the patient's pupil to the plane of a Hartmann-Shack (HS) wavefront sensor has been simulated using optical design software. And an optical bench prototype is mounted using mechanical eye device, beam splitter, illumination system, lenses, mirrors, mirrored prism, movable mirror, wavefront sensor and camera CCD. The mechanical eye device is used to simulate aberrations of the eye. From this device the rays are emitted and travelled by the beam splitter to the optical system. Some rays fall on the camera CCD and others pass in the optical system and finally reach the sensor. The eye models based on typical in vivo eye aberrations is constructed using the optical design software Zemax. The computer-aided outcomes of each HS images for each case are acquired, and these images are processed using customized techniques. The simulated and real images for low order aberrations are compared using centroid coordinates to assure that the optical system is constructed precisely in order to match the simulated system. Afterwards a simulated version of retinal images is constructed to show how these typical eyes would perceive an optotype positioned 20 ft away. Certain personalized corrections are allowed by eye doctors based on different Zernike polynomial values and the optical images are rendered to the new parameters. Optical images of how that eye would see with or without corrections of certain aberrations are generated in order to allow which aberrations can be corrected and in which degree. The patient can then "personalize" the correction to their own satisfaction. This new approach to wavefront sensing is a promising change in paradigm towards the betterment of the patient-physician relationship.

  17. She Left, He Left: How Employment and Satisfaction Affect Men’s and Women’s Decisions to Leave Marriages

    PubMed Central

    Sayer, Liana C.; England, Paula; Allison, Paul; Kangas, Nicole

    2012-01-01

    Most past studies examining determinants of divorce have ignored differences between the factors that elevate wives’ and husbands’ initiation of divorce. We use three waves of the National Survey of Families and Households and a latent class model embedded in a competing-risks event history model to assess distinct predictors of wives and husbands leaving marriages. We assess who left using each ex-spouse’s answer to a question that asked who had wanted the breakup more. We find that when men are not employed, either husbands or wives are more likely to leave. When wives report better than average marital satisfaction, their employment affects neither their nor their husbands’ exits. However, when wives report below average marital satisfaction, their employment makes it more likely that they will leave. We compare findings to predictions from two theories: an institutional perspective that sees divorce to result from a violation of gender-specific norms, and exchange/bargaining theory, which posits that resources allow a spouse to leave if exchange and bargaining fail to provide a satisfactory marriage. To amend the theories to better fit the data, we foreground the asymmetric nature of gender change in recent decades, with women changing more than men. PMID:21932472

  18. 75 FR 29567 - Extension of Agency Information Collection Activity Under OMB Review: Aviation Security Customer...

    Federal Register 2010, 2011, 2012, 2013, 2014

    2010-05-26

    ... OMB Review: Aviation Security Customer Satisfaction Performance Measurement Passenger Survey AGENCY... satisfaction of aviation security in an effort to more efficiently manage airport performance. DATES: Send your...; Aviation Security Customer Satisfaction Performance Measurement Passenger Survey. TSA, with OMB's...

  19. 78 FR 46594 - Extension of Agency Information Collection Activity Under OMB Review: Aviation Security Customer...

    Federal Register 2010, 2011, 2012, 2013, 2014

    2013-08-01

    ... OMB Review: Aviation Security Customer Satisfaction Performance Measurement Passenger Survey AGENCY... satisfaction of aviation security in an effort to more efficiently manage its security screening performance at.... Information Collection Requirement Title: Aviation Security Customer Satisfaction Performance...

  20. A prospective, longitudinal, descriptive study of the effect of a customized wheelchair cushion on clinical variables, satisfaction, and functionality among patients with spinal cord injury.

    PubMed

    Vilchis-Aranguren, Rodrigo; Gayol-Mérida, Diana; Quinzaños-Fresnedo, Jimena; Pérez-Zavala, Ramiro; Galíndez-Novoa, Carmen

    2015-02-01

    The Instituto Nacional de Rehabilitación (Rehabilitation National Institute) (INR) developed a prototype wheelchair cushion (INR cushion) designed to adjust to the anthropometry of the user's ischiogluteal area and prevent pressure ulcer formation while maintaining or promoting functionality. A prospective, longitudinal, descriptive study was conducted from February 2010 to February 2011 to evaluate the effect of using the INR cushion on clinical variables, functionality, and user satisfaction. Sixteen patients were recruited (9 male, 7 female, average age 31.8 [range 22-47] years, average body mass index 25 [range 22-34], average time in a wheelchair 10.1 [range 3-26] years) who met the study protocol inclusion criteria of being pressure ulcer-free for at least 6 months and capable of propulsion and transfer without assistance, chronic spinal cord injury (>2 years), and without chronic-degenerative diseases or cognitive problems. Each participant received the cushion for a 2-month evaluation. Eight clinical variables were assessed: trunk control, posture, spasticity, transfer capacity, comfort, skin reaction, propulsion capacity, and pressure release capacity. The clinical assessment was performed using validated scales and instruments: Modified Ashworth Scale (MAS), Functional Independence Measure™ (FIM), Norton Scale, and assessment of skin reaction. Interface pressures were measured using force sensing array, and participants completed a structured interview to assess user expectation, perceived functionality, perceived quality, and likelihood of recommending the device. Two patients withdrew due to appointment conflicts; of the remaining 14, significant differences between the user's experience with other products and the INR were found with regard to pressure redistribution (P = 0.012); all participants but 1 graded the INR as good in all interview categories. No participants developed a pressure ulcer during the study. The customized cushion was

  1. Examining Correlates of Part-Time Faculty Affective Commitment and Job Satisfaction

    ERIC Educational Resources Information Center

    Duhn, Samantha Tiffany

    2013-01-01

    Changes in a multitude of factors including the economy, student enrollment, university goals and policies, and the available talent pool have created an imbalance in the supply and demand for qualified part-time faculty. The unmet demand has prompted university leaders to seek an understanding of part-time faculty affective commitment, job…

  2. The Mediator Roles of Life Satisfaction and Self-Esteem between the Affective Components of Psychological Well-Being and the Cognitive Symptoms of Problematic Internet Use

    ERIC Educational Resources Information Center

    Senol-Durak, Emre; Durak, Mithat

    2011-01-01

    The factors associated with cognitions about problematic Internet use have been empirically tested in various studies. The aim of the present study was to examine the mediator roles of both life satisfaction and self-esteem between affective components of subjective well-being and cognitions about problematic Internet use. For this purpose, the…

  3. Associations among Overt and Relational Victimization and Adolescents' Satisfaction with Friends: The Moderating Role of the Need for Affective Relationships with Friends

    ERIC Educational Resources Information Center

    Gini, Gianluca

    2008-01-01

    In this study, we analyzed the relationships among overt and relational victimization and adolescents' satisfaction with friends. We also tested the influence of the need for affective relationships with friends. A total of 409 Italian adolescent boys and girls (age range = 14-16, M = 15.02 years, SD = 2.58) completed a self-report measure of…

  4. Grantee Satisfaction Survey. Final Report, August 2008

    ERIC Educational Resources Information Center

    US Department of Education, 2008

    2008-01-01

    The American Customer Satisfaction Index (ACSI) is the national indicator of customer evaluations of the quality of goods and services available to U.S. residents. Since 1994, it has served as a uniform, cross-industry/government measure of customer satisfaction. A total of 10 groups, composed of eight program offices, EDFacts Coordinators, and…

  5. 39 CFR 3055.92 - Customer Experience Measurement Surveys.

    Code of Federal Regulations, 2014 CFR

    2014-07-01

    ... 39 Postal Service 1 2014-07-01 2014-07-01 false Customer Experience Measurement Surveys. 3055.92... SATISFACTION REPORTING Reporting of Customer Satisfaction § 3055.92 Customer Experience Measurement Surveys. (a... instrument including: (1) A description of the customer type targeted by the survey; (2) The number...

  6. 39 CFR 3055.92 - Customer Experience Measurement Surveys.

    Code of Federal Regulations, 2012 CFR

    2012-07-01

    ... 39 Postal Service 1 2012-07-01 2012-07-01 false Customer Experience Measurement Surveys. 3055.92... SATISFACTION REPORTING Reporting of Customer Satisfaction § 3055.92 Customer Experience Measurement Surveys. (a) The report shall include a copy of each type of Customer Experience Measurement instrument, or...

  7. 39 CFR 3055.92 - Customer Experience Measurement Surveys.

    Code of Federal Regulations, 2013 CFR

    2013-07-01

    ... 39 Postal Service 1 2013-07-01 2013-07-01 false Customer Experience Measurement Surveys. 3055.92... SATISFACTION REPORTING Reporting of Customer Satisfaction § 3055.92 Customer Experience Measurement Surveys. (a) The report shall include a copy of each type of Customer Experience Measurement instrument, or...

  8. 39 CFR 3055.92 - Customer Experience Measurement Surveys.

    Code of Federal Regulations, 2011 CFR

    2011-07-01

    ... 39 Postal Service 1 2011-07-01 2011-07-01 false Customer Experience Measurement Surveys. 3055.92... SATISFACTION REPORTING Reporting of Customer Satisfaction § 3055.92 Customer Experience Measurement Surveys. (a) The report shall include a copy of each type of Customer Experience Measurement instrument, or...

  9. Retaining and attracting large customers in a competitive market

    SciTech Connect

    Solger, S.

    1996-12-31

    This paper describes marketing and customer satisfaction in the electric power industry and the experiences of Wal-Mart stores. Customer service, reliability, working relationships, and customer knowledge are discussed.

  10. Job Satisfaction among Community College Counselors.

    ERIC Educational Resources Information Center

    Coll, Kenneth; Rice, Robert

    1990-01-01

    Describes a study of job satisfaction and factors influencing satisfaction among community college counselors in Oregon. Reports general dissatisfaction with leadership. Concludes that teaching load, job title, incompatible demands, unclear explanations, and conflicting resources affect counselor satisfaction. (DMM)

  11. Marriage Preparation: Factors Associated with Consumer Satisfaction.

    ERIC Educational Resources Information Center

    Russell, Mary N.; Lyster, Rosanne Farnden

    1992-01-01

    Evaluated marriage preparation program to determine overall consumer satisfaction with the program, satisfaction with specific content areas, and extent to which consumer characteristics affected satisfaction ratings. Results of survey of 196 couples revealed high overall satisfaction levels, variability in satisfaction by content area, and…

  12. Analysis on online word-of-mouth of customer satisfaction in cultural and creative industries of Taiwan: using cultural heritage application and performance facilities as examples

    NASA Astrophysics Data System (ADS)

    Tsai, Li-Fen; Shaw, Jing-Chi; Wang, Pei-Wen; Shih, Meng-Long; Su, Yi-Jing

    2011-10-01

    This study aims to probe into customers' online word-of-mouth regarding cultural heritage applications and performance facilities in Cultural and Creative Industries. Findings demonstrate that, regarding online word-of-mouth for art museums, museums, and art villages, items valued by customers are design aesthetics of displays and collections, educational functions, and environments and landscapes. The percentages are 10.102%, 11.208% and 11.44%, respectively. In addition, cultural heritage applications and performance facility industries in Taiwan are highly valued in online word-of-mouth.

  13. [Effect of using an instrument for continuous evaluation of nursing quality in terms of employment satisfaction and of their affective implications].

    PubMed

    Maes, Blandine; Fontanaud, Nelly; Pronost, Anne-Marie

    2010-09-01

    Medical staff are directly concerned by improving the quality of care. The goal of this study is to assess qualitatively the effects of the application of a Global Assessment Instrument for the Quality of Care on thirty nurses divided in two groups: an experimental group--who participated in the IGE-QSI--and another "witness" group--who participated in another project. The theory developed with the research involves the affective implication and satisfaction at work. Affective implication is the emotional attachment of the employee vis-a-vis the hospital. Satisfaction at work is a positive answer of the worker to their professional environment. The results of the research show that satisfaction in the workplace could be the result of professional experience and maturity. Hence, there could be a link between personal values and attitude that could encourage the implication of the staff in management. Responsibilities, recognition and the feeling of belonging to a group are part of the positive incentives and help develop management objectives. PMID:20957802

  14. A Structural Equation Model of the Factors Affecting Filipino University Students' Shadow Education Satisfaction and Behavioural Intentions

    ERIC Educational Resources Information Center

    de Castro, Belinda V.; de Guzman, Allan B.

    2014-01-01

    The overall intent of this exploratory study is to test a model that considers demographic characteristics, attitudes toward shadow education and shadow education institutions' service attributes as antecedents of satisfaction level and behavioural intentions among a select group of Filipino university students. To test the seven hypotheses…

  15. Teacher Satisfaction with School and Psychological Well-Being Affects Their Readiness to Help Children with Mental Health Problems

    ERIC Educational Resources Information Center

    Sisask, Merike; Värnik, Peeter; Värnik, Airi; Apter, Alan; Balazs, Judit; Balint, Maria; Bobes, Julio; Brunner, Romuald; Corcoran, Paul; Cosman, Doina; Feldman, Dana; Haring, Christian; Kahn, Jean-Pierre; Poštuvan, Vita; Tubiana, Alexandra; Sarchiapone, Marco; Wasserman, Camilla; Carli, Vladimir; Hoven, Christina W.; Wasserman, Danuta

    2014-01-01

    Objective: In support of a whole-school approach to mental health promotion, this study was conducted to find out whether and how significantly teachers' satisfaction with school and their subjective psychological well-being are related to the belief that they can help pupils with mental health problems. Design: Cross-sectional data were…

  16. Importance Has Been Considered in Satisfaction Evaluation: An Experimental Examination of Locke's Range-of-Affect Hypothesis

    ERIC Educational Resources Information Center

    Wu, Chia-huei; Yao, Grace

    2007-01-01

    Importance weighting is a common practice in quality of life (QOL) measurement research. Based on the widespread idea that important domains should make a greater contribution to individuals' QOL total score, the weighting procedure of multiplying item satisfaction by an item's importance has been adopted in many QOL instruments. Locke's [1969,…

  17. Analysis on online word-of-mouth of customer satisfaction in cultural and creative industries of Taiwan: using crafts as an example

    NASA Astrophysics Data System (ADS)

    Tsai, Li-Fen; Shaw, Jing-Chi; Wang, Pei-Wen; Shih, Meng-Long; Yang, Min-Chieh

    2011-10-01

    This study aims to analyze customers' online word-of-mouth for crafts in Cultural and Creative Industries of Taiwan, and extracts articles from Yahoo and Wretch Blogs by the online writing mining technique. The research scope is from Jan. 1, 2008 to Dec. 31, 2010. The subjects include 2457 valid articles on customers' online word-of-mouth regarding the craft industry of Taiwan. Findings demonstrate that, regarding online word-of-mouth, the most important word-of-mouth items of ceramics, stone craft, wood craft manufacturing, and metal craft is decoration and display of surroundings; while brand is valued in glass craft; and the most important item for consumers of paper craft is cultural characteristics of handicrafts.

  18. Resident trainees do not affect patient satisfaction in an outpatient gastroenterology clinic: A prospective study conducted in a Canadian gastroenterology clinic

    PubMed Central

    Brahmania, Mayur; Young, Madison; Muthiah, Chetty; Ilnyckyj, Alexandra; Duerksen, Donald; Moffatt, Dana C

    2015-01-01

    BACKGROUND: There is little literature regarding how a gastroenterology trainee affects a patient’s interpretation of care during outpatient clinic visits. Improving patient satisfaction is desirable and benefits may include enhanced patient compliance as well as providing trainees with areas for improvement. OBJECTIVES: To evaluate patient satisfaction in an outpatient gastroenterology clinic when seen by a trainee and attending physician versus an attending physician alone. The secondary objective was to evaluate physician characteristics that play a role in creating a positive clinical experience. METHODS: A randomized prospective survey study was conducted over an 11-month period (July 2012 to June 2013) at St Boniface Hospital (Winnipeg, Manitoba). Two gastroenterology fellows (postgraduate year 4 and 5) and nine internal medicine residents (postgraduate year 1 to 3) comprised the ‘trainee’ role, while three academic clinicians comprised the ‘attending’ role. Patients included individuals seen for an initial consultation and were >18 years of age. RESULTS: A total of 211 patients comprised the final study group, with 118 in the attending group and 93 in the trainee group. In univariate analysis, patients more often had a very good experience when seen by an attending physician alone versus a trainee and attending physician (73% versus 56%; P=0.016); however, on multivariate analysis, there was no significant difference in patient satisfaction (OR 0.89; P=0.931). Physician factors found to be associated with high patient satisfaction on multivariate analysis included: addressing all patient concerns (OR 27.56; P=0.021); giving the patient a preliminary diagnosis (OR 78.02; P=0.006); and feeling the physician was thorough (OR 72.53; P=0.029). CONCLUSIONS: The present study did not reveal a difference in patient satisfaction if a patient sees an attending physician alone or with a trainee. Moreover, to improve patient satisfaction in a gastroenterology

  19. Delivering astounding customer service

    SciTech Connect

    Hedden, B.

    1995-05-01

    The elements needed to launch a successful quality customer service revolution are: vision and goals; inputs (time, money, and people); and systems. Flawlessly executed activities and behaviors result in quality, customer satisfaction, customer retention, profits, referrals, and growth. Feedback to keep your company on course is necessary. The revolution starts with the leader. Vision is what gets it started, and a sense of purpose is what keeps it going. Changing the organization`s culture requires an obsession, an almost fanatical devotion to exceeding customer expectations. If you don`t set the example and walk your talk, it won`t get off the ground. I can think of no better way to insure yourself a bright future than for you to make certain that each and every customer is extraordinarily satisfied.

  20. 77 FR 41798 - Agency Information Collection Activities; Proposed Collection, Comments Requested: CRS Customer...

    Federal Register 2010, 2011, 2012, 2013, 2014

    2012-07-16

    ... Information Collection Activities; Proposed Collection, Comments Requested: CRS Customer Satisfaction Survey... effectiveness of service deliverables rendered. (2) Title of the Form/Collection: CRS--Customer Satisfaction... advocacy organizations, and vested formal and informal community leaders. Abstract: The CRS...

  1. 77 FR 26043 - Agency Information Collection Activities; Proposed collection; Comments Requested: CRS Customer...

    Federal Register 2010, 2011, 2012, 2013, 2014

    2012-05-02

    ... Information Collection Activities; Proposed collection; Comments Requested: CRS Customer Satisfaction Survey... advocacy organizations, and vested formal and informal community leaders. Abstract: The CRS `Customer Satisfaction Survey' will help CRS maintain the highest standards of professional conciliation and...

  2. Dissatisfied utility customers can be opportunities

    SciTech Connect

    Gilbert, S.

    1995-12-01

    While many utility companies boast about surveys showing high customer satisfaction, they might do well to switch their focus to working with dissatisfied customers. From a marketing perspective, the best opportunities are with those customers who are dissatisfied. By viewing customer problems as marketing and sales opportunities, utilities can reach customers when they are most willing to take action. The paper illustrates this principle by examples.

  3. Ready: how to keep your customers coming back.

    PubMed

    Eliscu, A T

    2000-01-01

    Customer service is a major, but often overlooked, issue in health care today. While other industries and organizations recognize how good customer relations can affect long-term success, many health care providers have yet to learn this valuable lesson. The Ritz-Carlton, which won the prestigious Baldridge Award for service, has a well-earned reputation for excellent customer service. Like health care providers, this hotel industry icon hires hourly workers, puts them in uniform and has them work in teams. Unlike health care, however, The Ritz-Carlton seems to be able to generate a much higher level of customer satisfaction. How? This chapter illustrates the techniques the hotel chain uses to accomplish its goal and how these important tools can apply to the health care industry. PMID:11010509

  4. Factors affecting job satisfaction and retention of medical laboratory professionals in seven countries of Sub-Saharan Africa.

    PubMed

    Marinucci, Francesco; Majigo, Mtebe; Wattleworth, Matthew; Paterniti, Antonio Damiano; Hossain, Mian Bazle; Redfield, Robert

    2013-01-01

    Effective implementation and sustainability of quality laboratory programmes in Sub-Saharan Africa relies on the development of appropriate staff retention strategies. Assessing the factors responsible for job satisfaction and retention is key for tailoring specific interventions aiming at improving the overall impact of health programmes. A survey was developed to assess these factors among 224 laboratorians working in the laboratory programme the University of Maryland implemented in seven Sub-Saharan African countries. Lack of professional development was the major reason for leaving the previous job for 28% of interviewees who changed jobs in the past five years. Professional development/training opportunities was indicated by almost 90% (195/224) of total interviewees as the most important or a very important factor for satisfaction at their current job. Similarly, regular professional development/opportunities for training was the highest rated incentive to remain at their current job by 80% (179/224). Laboratory professionals employed in the private sector were more likely to change jobs than those working in the public sector (P = 0.002). The findings were used for developing specific strategies for human resources management, in particular targeting professional development, aiming at improving laboratory professionals within the University of Maryland laboratory programme and hence its long-term sustainability. PMID:23958152

  5. Understanding customer experience.

    PubMed

    Meyer, Christopher; Schwager, Andre

    2007-02-01

    Anyone who has signed up for cell phone service, attempted to claim a rebate, or navigated a call center has probably suffered from a company's apparent indifference to what should be its first concern: the customer experiences that culminate in either satisfaction or disappointment and defection. Customer experience is the subjective response customers have to direct or indirect contact with a company. It encompasses every aspect of an offering: customer care, advertising, packaging, features, ease of use, reliability. Customer experience is shaped by customers' expectations, which largely reflect previous experiences. Few CEOs would argue against the significance of customer experience or against measuring and analyzing it. But many don't appreciate how those activities differ from CRM or just how illuminating the data can be. For instance, the majority of the companies in a recent survey believed they have been providing "superior" experiences to customers, but most customers disagreed. The authors describe a customer experience management (CEM) process that involves three kinds of monitoring: past patterns (evaluating completed transactions), present patterns (tracking current relationships), and potential patterns (conducting inquiries in the hope of unveiling future opportunities). Data are collected at or about touch points through such methods as surveys, interviews, focus groups, and online forums. Companies need to involve every function in the effort, not just a single customer-facing group. The authors go on to illustrate how a cross-functional CEM system is created. With such a system, companies can discover which customers are prospects for growth and which require immediate intervention. PMID:17345685

  6. Focusing on customer service.

    PubMed

    1996-01-01

    This booklet is devoted to a consideration of how good customer service in family planning programs can generate demand for products and services, bring customers back, and reduce costs. Customer service is defined as increasing client satisfaction through continuous concern for client preferences, staff accountability to clients, and respect for the rights of clients. Issues discussed include the introduction of a customer service approach and gaining staff commitment. The experience of PROSALUD in Bolivia in recruiting appropriate staff, supervising staff, soliciting client feedback, and marketing services is offered as an example of a successful customer service approach. The key customer service functions are described as 1) establishing a welcoming atmosphere, 2) streamlining client flow, 3) personalizing client services, and 4) organizing and providing clear information to clients. The role of the manager in developing procedures is explored, and the COPE (Client-Oriented Provider-Efficient) process is presented as a good way to begin to make improvements. Techniques in staff training in customer service include brainstorming, role playing, using case studies (examples of which are provided), and engaging in practice sessions. Training also leads to the development of effective customer service attitudes, and the differences between these and organizational/staff-focused attitudes are illustrated in a chart. The use of communication skills (asking open-ended questions, helping clients express their concerns, engaging in active listening, and handling difficult situations) is considered. Good recovery skills are important when things go wrong. Gathering and using client feedback is the next topic considered. This involves identifying, recording, and discussing customer service issues as well as taking action on these issues and evaluating the results. The booklet ends by providing a sample of customer service indicators, considering the maintenance of a

  7. An Exploration of the Impact of Employee Job Satisfaction, Affect, Job Performance, and Organizational Financial Performance: A Review of the Literature

    ERIC Educational Resources Information Center

    Reio, Thomas G., Jr.; Kidd, Cathy A.

    2006-01-01

    Extensive research has explored job satisfaction, job performance, and the financial performance of organizations. Job satisfaction and job performance have been explored separately and collectively. However, scholars only have begun to explore the relationship between employee job satisfaction and financial performance of organization. This paper…

  8. 76 FR 2395 - Agency Information Collection Activities; Proposed Collection; Comment Request; Customer/Partner...

    Federal Register 2010, 2011, 2012, 2013, 2014

    2011-01-13

    ... on voluntary customer satisfaction service surveys to implement Executive Order 12862. DATES: Submit... Collection; Comment Request; Customer/Partner Service Surveys AGENCY: Food and Drug Administration, HHS... of information technology. Customer/Partner Service Surveys (OMB Control Number...

  9. 77 FR 20887 - Proposed Information Collection (National Acquisition Center Customer Response Survey) Activity...

    Federal Register 2010, 2011, 2012, 2013, 2014

    2012-04-06

    ... solicits comments on the information needed to measure customer satisfaction with delivered products and... AFFAIRS Proposed Information Collection (National Acquisition Center Customer Response Survey) Activity...: Department of Veterans Affairs (VA) National Acquisition Center Customer Response Survey, VA Form 0863....

  10. Distinguishing between satisfaction and loyalty: Conceptual, methodological & analytical differences

    SciTech Connect

    Hinson, K.A.

    1994-11-01

    This paper briefly presents a discussion of the conceptual definition of {open_quotes}Customer Satisfaction{close_quotes} followed by review of operational definitions of {open_quotes}Satisfaction{close_quotes} as a criterion variable and the kinds of predictor variables and analytic methods employed in its modeling. A model of {open_quotes}Customer Satisfaction{close_quotes} is presented developed by the discussed methodology. Conceptual and operational definitions of {open_quotes}Customer Loyalty{close_quotes} are then reviewed, contrasting the kinds of predictor variables and analytic methods most appropriate for understanding a {open_quotes}Loyalty{close_quotes} decision and how these differ from {open_quotes}Customer Satisfaction.{close_quotes} A more fully specified model of {open_quotes}Customer Loyalty{close_quotes} is presented. Finally, the risks of employing a {open_quotes}Satisfaction{close_quotes} methodology in modeling {open_quotes}Customer Loyalty{close_quotes} are discussed.

  11. Customer awareness and preferences toward competing hospital services.

    PubMed

    Woodside, A; Shinn, R

    1988-03-01

    Does unaided awareness of a hospital affect former patients' preferences for and intention to use the medical services of that hospital? Do customer preferences toward hospitals influence their intentions to use the medical services of those hospitals? To what extent does satisfaction with previous hospital stays affect former patients' intentions to return to the same hospital? The authors provide some tentative answers to these questions. The results of an exploratory field study of former inpatients of one hospital are reported. Several recommendations for research and hospital marketing strategies are provided. PMID:10286258

  12. A customer oriented systematic framework to extract business strategy in Indian electricity services

    NASA Astrophysics Data System (ADS)

    Satapathy, Suchismita; Mishra, Pravudatta

    2013-11-01

    Competition in the electric service industry is highlighting the importance of a number of issues affecting the nature and quality of customer service. The quality of service(s) provided to electricity customers may be enhanced by competition, if doing so offers service suppliers a competitive advantage. On the other hand, service quality offered to some consumers could decline if utilities focus their attention on those customers most likely to exercise choice, while reducing effort and investment to serve customers less likely to choose alternatives. Service quality is defined as the way in which the utility interacts with and responds to the needs of its customers. To achieve maximum consumer satisfaction in electricity service, This paper has designed a framework by QFD by measuring service quality of electricity utility sector in ANN and also find interrelationship between these design requirements by ISM.

  13. 77 FR 61473 - Proposed Collection; Comment Request for Voluntary Customer Surveys To Implement E.O. 12862...

    Federal Register 2010, 2011, 2012, 2013, 2014

    2012-10-09

    ... determine levels of customer satisfaction, as well as determining issues that contribute to customer burden...: We will be conducting different customer satisfaction and opinion surveys and focus group interviews... satisfaction and opinion surveys and focus group interviews to be conducted over the next three years....

  14. Customer care in the NHS.

    PubMed

    Ruddick, Fred

    2015-01-20

    Viewing individuals in need of NHS care as customers has the potential to refocus the way their care is delivered. This article highlights some of the benefits of reframing the nurse-patient relationship in terms of customer care, and draws parallels between good customer care and the provision of high quality patient care in the NHS. It explores lessons to be learned from those who have studied the customer experience, which can be adapted to enhance the customer care experience within the health service. Developing professional expertise in the knowledge and skills that underpin good-quality interpersonal encounters is essential to improve the customer experience in health care and should be prioritised alongside the development of more technical skills. Creating a culture where emotional intelligence, caring and compassion are essential requirements for all nursing staff will improve patient satisfaction. PMID:25585766

  15. Building brand equity and customer loyalty

    SciTech Connect

    Pokorny, G.

    1995-05-01

    Customer satisfaction and customer loyalty are two different concepts, not merely two different phrases measuring a single consumer attitude. Utilities having identical customer satisfaction ratings based on performance in areas like power reliability, pricing, and quality of service differ dramatically in their levels of customer loyalty. As competitive markets establish themselves, discrepancies in customer loyalty will have profound impacts on each utility`s prospects for market retention, profitability, and ultimately, shareholder value. Meeting pre-existing consumer needs, wants and preferences is the foundation of any utility strategy for building customer loyalty and market retention. Utilities meet their underlying customer expectations by performing well in three discrete areas: product, customer service programs, and customer service transactions. Brand equity is an intervening variable standing between performance and the loyalty a utility desires. It is the totality of customer perceptions about the unique extra value the utility provides above and beyond its basic product, customer service programs and customer service transactions; it is the tangible, palpable reality of a branded utility that exists in the minds of consumers. By learning to manage their brand equity as well as they manage their brand performance, utilities gain control over all the major elements in the value-creation process that creates customer loyalty. By integrating brand performance and brand equity, electric utility companies can truly become in their customers` eyes a brand - a unique, very special, value-added energy services provider that can ask for and deserve a premium price in the marketplace.

  16. Staff Satisfaction with Administration as a Measure of Consumer Satisfaction.

    ERIC Educational Resources Information Center

    Tanguma, Jesus; Luster, Jane Nell

    The school district in this study, "Special School District" (SSD), is under the administration of the Louisiana State Department of education and thus classified as a Louisiana state agency required to conform to the mandate that state agencies have performance indicators, including one for customer satisfaction. For the SSD, customer…

  17. User Satisfaction Affecting the Acceptance of an E-Learning Platform as a Mean for the Development of the Human Capital

    ERIC Educational Resources Information Center

    Capece, Guendalina; Campisi, Domenico

    2013-01-01

    This study aims to explore how satisfaction--from employees' view--using e-learning technology influences organisational learning effectiveness. To this aim, the level of satisfaction using an e-learning platform as a complementary instrument of training and education is measured in a multinational company operating in the energy sector. Our…

  18. Telephone & Self Completed Satisfaction Surveys. Training Manual.

    ERIC Educational Resources Information Center

    Alberta Dept. of Education, Edmonton.

    This manual was developed to assist school jurisdiction personnel in implementing effective customer satisfaction surveys by telephone or through mailed surveys to be completed by the customer. It provides background information about market research field activities and processes and gives an overview of the entire data collection process,…

  19. Virginity Lost, Satisfaction Gained?

    PubMed Central

    Higgins, Jenny A.; Trussell, James; Moore, Nelwyn B.; Davidson, J. Kenneth

    2013-01-01

    Despite the literature's focus on (hetero)sexual initiation, we know little about the degree to which young people are satisfied by their first vaginal intercourse experience, let alone the factors that predict satisfaction. We analyzed data from a cross-sectional survey of 1986 non-Hispanic White and Black 18-25 year old respondents from four university campuses. Respondents were asked to rate the degree to which their first vaginal intercourse was physiologically and psychologically satisfying. Both Black and White women were significantly less likely than Black and White men to experience considerable or extreme satisfaction at first vaginal intercourse, particularly physiological satisfaction. Among all four gender-race groups, being in a committed relationship with one's sexual partner greatly increased psychological satisfaction, particularly among women. Experiencing less guilt at first sexual intercourse was also strongly associated with psychological satisfaction for women. Developing sexual relationships with partners they care for and trust will foster satisfaction among young people at first vaginal intercourse. Our findings highlight strong gender asymmetry in affective sexual experience. PMID:20401787

  20. 77 FR 49831 - Agency Information Collection Activities; Proposed Collection, Comments Requested; Customer...

    Federal Register 2010, 2011, 2012, 2013, 2014

    2012-08-17

    ... Requested; Customer Satisfaction Assessment ACTION: 30-day notice of information collection under review... submission of responses. Overview of This Information Collection 1. Type of information collection: Customer survey. 2. The title of the form/collection: Customer Satisfaction Assessment. 3. The agency form...

  1. Ensuring patient satisfaction in medical groups.

    PubMed

    Choong, P

    2000-01-01

    Delivering satisfaction to patients has become increasingly important among professionals in the medical community. However, administrators in medical group practices charged with the task of nurturing customer satisfaction are often required to allocate their limited funds across an array of initiatives intended to ensure the delivery of the right amount and types of services to improve satisfaction among their customers. This requires the ability to locate areas that yield the greatest response per unit of investment. This paper shows that the impact of attribute performance on satisfaction is asymmetric. Positive attribute performance is shown to have a smaller impact on satisfaction than negative attribute performance. The paper also discusses how an understanding of this asymmetry will enable administrators to allocate their resources more wisely as they decide whether to maintain or increase attribute-level performance. PMID:10787726

  2. Do Family Responsibilities and a Clinical Versus Research Faculty Position Affect Satisfaction with Career and Work–Life Balance for Medical School Faculty?

    PubMed Central

    Beckett, Laurel; Nettiksimmons, Jasmine; Howell, Lydia Pleotis

    2015-01-01

    Abstract Background: Balancing career and family obligations poses challenges to medical school faculty and contributes to dissatisfaction and attrition from academics. We examined the relationship between family setting and responsibilities, rank, and career and work–life satisfaction for faculty in a large U.S. medical school. Methods: Baseline faculty surveys were analyzed from the first year of a 4-year National Institutes of Health–funded study to evaluate awareness, knowledge, attitudes, and use of family friendly policies and career satisfaction. The study focus was on the impact of family responsibilities and characteristics of the faculty position (rank, clinical vs. nonclinical, and academic series) in multivariate comparisons between primary predictors and outcomes of interest. Results: Both clinical and family responsibilities for children under 18 play a major and interacting role in satisfaction with career and work–life balance. Clinical faculty respondents without children at home reported significantly greater career satisfaction and better work–life balance than their nonclinical counterparts. Nonclinical faculty respondents with children reported greater satisfaction and better balance than counterparts without family responsibilities. However, the advantage in career satisfaction and work–life balance for clinical faculty respondents disappeared for those with responsibility for young children. No gender-based differences were noted in the results or across faculty rank for respondents; however, for women, reaching associate professor resulted in greater career satisfaction. Conclusion: This study suggests that both work-related factors and family responsibilities influence satisfaction with career and work–life balance, but the predictors appear to interact in complex and nuanced ways. Further research is needed to delineate more clearly these interactions and to explore other factors that may play important additional roles. PMID

  3. How Does Target Know so Much about Its Customers? Utilizing Customer Analytics to Make Marketing Decisions

    ERIC Educational Resources Information Center

    Corrigan, Hope B.; Craciun, Georgiana; Powell, Allison M.

    2014-01-01

    Every time shoppers make a purchase at a store or browse a Web site, customer behavior is tracked, analyzed, and perhaps shared with other businesses. Target Corporation is a leader in analyzing vast amounts of data to identify buying patterns, improve customer satisfaction, predict future trends, select promotional strategies, and increase…

  4. Conceptualizing Faculty Job Satisfaction: Components, Theories, and Outcomes.

    ERIC Educational Resources Information Center

    Hagedorn, Linda Serra

    2000-01-01

    This introductory chapter to this theme issue on job satisfaction among faculty and staff first reviews the faculty satisfaction literature and then discusses a conceptual model of faculty job satisfaction based on six life event "triggers" and three mediators of job satisfaction. Reviews how each trigger affects college professors and offers data…

  5. Custom microcircuits

    NASA Technical Reports Server (NTRS)

    1991-01-01

    The goals of this program are to develop custom microcircuit technology, also known as Application Specific Integrated Circuit (ASIC) technology, for use in flight and ground programs. Supporting this effort are activities to investigate the effects of the space environment, and particularly ionizing radiation, on microcircuits and to develop a space qualification methodology. Another aspect of the program emphasizes innovative applications of custom microcircuit technology to image and signal processing and communications.

  6. Blended Learning Positively Affects Students' Satisfaction and the Role of the Tutor in the Problem-Based Learning Process: Results of a Mixed-Method Evaluation

    ERIC Educational Resources Information Center

    Woltering, Vanessa; Herrler, Andreas; Spitzer, Klaus; Spreckelsen, Cord

    2009-01-01

    Problem-based learning (PBL) is an established didactic approach in medical education worldwide. The impact of PBL depends on the tutors' quality and the students' motivation. To enhance students' motivation and satisfaction and to overcome the problems with the changing quality of tutors, online learning and face-to-face classes were…

  7. Boys, Girls, and Others: Affectional Differences between Self-Identified Lesbian, Gay Male, and Bisexual Public School Teachers in Job Satisfaction, Job Stress, and Identity.

    ERIC Educational Resources Information Center

    Juul, Thomas P.

    This study used data from a national survey to examine the relationship of openness regarding sexual orientation to job satisfaction, job stress, and identity for self-identified homosexual and bisexual public school teachers. A survey was sent to participants through national, state, and urban based gay teacher organizations. Of the 1,350 surveys…

  8. Hedging customers.

    PubMed

    Dhar, Ravi; Glazer, Rashi

    2003-05-01

    You are a marketing director with $5 million to invest in customer acquisition and retention. Which customers do you acquire, and which do you retain? Up to a point, the choice is obvious: Keep the consistent big spenders and lose the erratic small ones. But what about the erratic big spenders and the consistent small ones? It's often unclear whether you should acquire or retain them and at what cost. Businesses have begun dealing with unpredictable customer behavior by following the practices of sophisticated investors who own portfolios comprising dozens of stocks with different, indeed divergent, histories and prospects. Each portfolio is diversified so as to produce the investor's desired returns at the particular level of uncertainty he or she can tolerate. Customers, too, are assets--risky assets. As with stocks, the cost of acquiring them is supposed to reflect the cash-flow values they are likely to generate. The authors explain how to construct a portfolio based on the notion that a customer's risk-adjusted lifetime value depends on its anticipated effect on the riskiness of the group it is joining. They also show how this approach was used to identify the best prospects for Myron Corporation, a global leader in the personalized business-gift industry. The concept of risk-adjusted lifetime value has a transforming power: For companies that rely on it, product managers will be replaced by customer managers, and the current method of accounting for profit and loss--which is by product--will be replaced by one that determines each customer's P&L. Once adjusted for risk, those P&Ls will become the firm's key performance and operational metric. PMID:12747165

  9. Employee retention: a customer service approach.

    PubMed

    Gerson, Richard F

    2002-01-01

    Employee retention is a huge problem. There are staff shortages in radiology because not enough people are entering the profession; too many people are leaving the profession for retirement, higher-paying jobs or jobs with less stress; and there are not enough opportunities for career advancement. Staff shortages are exacerbated by difficulty in retaining people who enter the profession. While much work has been focused on recruitment and getting more people "in the front door," I suggest that the bulk of future efforts be focused on employee retention and "closing the back door." Employee retention must be an ongoing process, not a program. Approaches to employee retention that focus on external things, i.e., things that the company can do to or for the employee, generally are not successful. The truth is that employee retention processes must focus on what the employee gets out of the job. The process must be a benefits-based approach that helps employees answer the question, "What's in it for me?" The retention processes must be ongoing and integrated into the daily culture of the company. The best way to keep your employees is to treat them like customers. Customer service works for external customers. We treat them nicely. We work to satisfy them. We help them achieve their goals. Why not do the same for our employees? If positive customer service policies and practices can satisfy and keep external customers, why not adapt these policies and practices for employees? And, there is a service/satisfaction link between employee retention and higher levels of customer satisfaction. Customers prefer dealing with the same employees over and over again. Employee turnover destroys a customer's confidence in the company. Just like a customer does not want to have to "train and educate" a new provider, they do not want to do the same for your "revolving door" employees. So, the key is to keep employees so they in turn will help you keep your customers. Because the

  10. Problems with measuring satisfaction with social care.

    PubMed

    Willis, Rosalind; Evandrou, Maria; Pathak, Pathik; Khambhaita, Priya

    2016-09-01

    The measurement of customer satisfaction has become widespread in both healthcare and social care services, and is informative for performance monitoring and service development. Satisfaction with social care services is routinely measured with a single question on overall satisfaction with care, comprising part of the Adult Social Care Survey. The measurement of satisfaction has been problematised, and existing satisfaction measures are known to be under-theorised. In this article, the process of making an evaluation of satisfaction with social care services is first informed by a literature review of the theoretical background, and second examined through qualitative interviews conducted in 2012-2013 with 82 service users and family carers in Hampshire, Portsmouth and Southampton. Participants in this study were from white British and South Asian backgrounds, and the influence of ethnicity in the process of satisfaction evaluation is discussed. The findings show that the majority of participants selected a positive satisfaction rating even though both positive and negative experiences with services were described in their narratives. It is recommended that surveys provide opportunity for service users and family carers to elaborate on their satisfaction ratings. This addition will provide more scope for services to review their strengths and weaknesses. PMID:25809928

  11. Process Improvement: Customer Service.

    PubMed

    Cull, Donald

    2015-01-01

    Utilizing the comment section of patient satisfaction surveys, Clark Memorial Hospital in Jeffersonville, IN went through a thoughtful process to arrive at an experience that patients said they wanted. Two Lean Six Sigma tools were used--the Voice of the Customer (VoC) and the Affinity Diagram. Even when using these tools, a facility will not be able to accomplish everything the patient may want. Guidelines were set and rules were established for the Process Improvement Team in order to lessen frustration, increase focus, and ultimately be successful. The project's success is driven by the team members carrying its message back to their areas. It's about ensuring that everyone is striving to improve the patients' experience by listening to what they say is being done right and what they say can be done better. And then acting on it. PMID:26571974

  12. Your customers may be satisfied, but are they loyal?

    SciTech Connect

    Heupler, K.; Dion, S.; Wilder, S.

    1994-11-01

    Utilities have long recognized the importance of addressing the issue of customer satisfaction in their marketing research efforts. However, as typically defined and evaluated by utilities, the concept of satisfaction is generally too limited, and overlooks the core issue of customer loyalty. Satisfaction with service performance attributes such as power delivery, billing accuracy, customer service, and rates does not guarantee customer loyalty to an electric service provider in the face of increasing competition. Although satisfaction is a key indicator of loyalty, additional elements including mobility, energy-use characteristics, location, cost-sensitivity, stability, psychographics, and previous experience will each play a role in determining the level of commitment a utility customer is willing to make. The challenge in assessing customer loyalty is in the measurement process itself. Utilities need an ongoing process to evaluate loyalty and convert their research into specific actions that can be used to gain or maintain a competitive foothold in the market. This paper explores the issue of loyalty from a utility perspective. Loyalty is explored primarily as it relates to commercial and industrial customers. However, many of the concepts and issues pertain to loyalty measurement in other industries is discussed from a historical perspective, and a framework is presented for measuring customer loyalty among utility customers. Finally, a model for translating loyalty research results into actionable measures is presented.

  13. The Customer Service Experience.

    ERIC Educational Resources Information Center

    Bell, Chip R.

    2001-01-01

    Discusses ways to embed customer service learning and customer loyalty including making customers think, examining every aspect of customers' service encounters with staff, providing follow-up, making learning fun, and involving customers in your business. (JOW)

  14. Interpreting School Satisfaction Data from a Marketing Perspective.

    ERIC Educational Resources Information Center

    Pandiani, John A.; James, Brad C.; Banks, Steven M.

    This paper presents results of a customer satisfaction survey of Vermont elementary and secondary public schools concerning satisfaction with mental health services during the 1996-97 school year. Analysis of completed questionnaires (N=233) are interpreted from a marketing perspective. Findings are reported for: (1) treated prevalence of…

  15. US Geological Survey customers speak out

    USGS Publications Warehouse

    Gillespie, S.; Snyder, G.

    1995-01-01

    Provides results of a customer survey carried out in 1994 by the US Geological Survey. Uses of cartographic products are classified, as are application areas, accuracy satisfaction, media, Digital Line Graph requirements in update, and frequency of product use. USGS responses and plans for the future are noted. -M.Blakemore

  16. Setting new standards for customer advocacy.

    PubMed

    McDonald, L

    1993-01-01

    Dell Computer Corporation pioneered the direct marketing of personal computers in 1984 and became the first company in the PC industry to offer manufacturer-direct technical support. According to surveys of corporate buyers, the company provides the best after-sale service and support of any computer maker. Here's how Dell has institutionalized the delivery of customer satisfaction. PMID:10123419

  17. A laboratory study of satisfaction effects on mood state, withdrawal intentions, and organizational citizenship behavior.

    PubMed

    Shoenfelt, Elizabeth L; Battista, Lynne

    2004-12-01

    154 undergraduates role-played a restaurant server experiencing positive, neutral, or negative Job or Life Satisfaction. Positive Satisfaction resulted in ratings of more positive reported mood state, lower expected absenteeism and turnover intentions, and greater expected Organizational Citizenship Behavior than did Neutral Satisfaction and Negative Satisfaction. Life Satisfaction was associated with reported mood states and intentions similarly to Job Satisfaction, except Negative Job Satisfaction was more negatively influential on expectations of quitting than Negative Life Satisfaction. Both Job and Life Satisfaction may be antecedents to affect and its consequences in work settings. PMID:15666910

  18. Establishing a Companywide Customer Orientation through Persuasive Internal Marketing.

    ERIC Educational Resources Information Center

    Reardon, Kathleen K.; Enis, Ben

    1990-01-01

    Argues that applying persuasion strategies to internal marketing efforts can facilitate the adoption of a customer orientation among employees and elicit greater commitment to the company and its goals. Examines four specific persuasion strategies: defining the customer satisfaction link; encouraging self-efficacy; providing rewards; and creating…

  19. Service quality, trust, and patient satisfaction in interpersonal-based medical service encounters

    PubMed Central

    2013-01-01

    Background Interaction between service provider and customer is the primary core of service businesses of different natures, and the influence of trust on service quality and customer satisfaction could not be ignored in interpersonal-based service encounters. 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. Therefore, this study attempts to bridge such a gap with an evidence-based practice study. Methods We adopted a cross-sectional design using a questionnaire survey of outpatients in seven medical centers of Taiwan. Three hundred and fifty copies of questionnaire were distributed, and 285 valid copies were retrieved, with a valid response rate of 81.43%. The SPSS 14.0 and AMOS 14.0 (structural equation modeling) statistical software packages were used for analysis. Structural equation modeling clarifies the extent of relationships between variables as well as the chain of cause and effect. Restated, SEM results do not merely show empirical relationships between variables when defining the practical situation. For this reason, SEM was used to test the hypotheses. Results Perception of interpersonal-based medical service encounters positively influences service quality and patient satisfaction. Perception of service quality among patients positively influences their trust. Perception of trust among patients positively influences their satisfaction. Conclusions According to the findings, as interpersonal-based medical service encounters will positively influence service quality and patient satisfaction, and the differences for patients’ perceptions of the professional skill and communication attitude of personnel in interpersonal-based medical service encounters will influence patients’ overall satisfaction in two ways: (A) interpersonal-based medical service encounter directly

  20. Do it right this time: the role of employee service recovery performance in customer-perceived justice and customer loyalty after service failures.

    PubMed

    Liao, Hui

    2007-03-01

    Integrating justice and customer service literatures, this research examines the role of customer service employees' behaviors of handling customer complaints, or service recovery performance (SRP), in conveying a just image of service organizations and achieving desirable customer outcomes. Results from a field study and a laboratory study demonstrate that the dimensions of SRP--making an apology, problem solving, being courteous, and prompt handling--positively influenced customer satisfaction and then customer repurchase intent through the mediation of customer-perceived justice. In addition, service failure severity and repeated failures reduced the positive impact of some dimensions of SRP on customer satisfaction, and customer-perceived justice again mediated these moderated effects. PMID:17371092

  1. AVPUC: automatic video production with user customization

    NASA Astrophysics Data System (ADS)

    Yu, Bin; Nahrstedt, Klara

    2005-01-01

    Nowadays, multiple video cameras are employed for live broadcast and recording of almost all major social events, and all these camera streams have to be aggregated and rendered into one video program for audiences. While this content composition process aims at presenting the most interesting perspective of an event, it leads to the problem of how to fully customize the finally composed video program to different audience interests without requiring too much input from the audience. The goal of this work is to solve this problem by proposing the Automatic Video Production with User Customization (AVPUC) system that separates the video stream interestingness comparison from video program rendering to provide space for maximized customization. Human-controlled video selection and automatic video evaluation are combined to support video content customization and reduce redundant audience inputs. Preliminary evaluation results confirm that AVPUC"s capturing-evaluation-render model for video production improves audiences" satisfaction for customized multi-perspective viewing of social events.

  2. AVPUC: automatic video production with user customization

    NASA Astrophysics Data System (ADS)

    Yu, Bin; Nahrstedt, Klara

    2004-12-01

    Nowadays, multiple video cameras are employed for live broadcast and recording of almost all major social events, and all these camera streams have to be aggregated and rendered into one video program for audiences. While this content composition process aims at presenting the most interesting perspective of an event, it leads to the problem of how to fully customize the finally composed video program to different audience interests without requiring too much input from the audience. The goal of this work is to solve this problem by proposing the Automatic Video Production with User Customization (AVPUC) system that separates the video stream interestingness comparison from video program rendering to provide space for maximized customization. Human-controlled video selection and automatic video evaluation are combined to support video content customization and reduce redundant audience inputs. Preliminary evaluation results confirm that AVPUC"s capturing-evaluation-render model for video production improves audiences" satisfaction for customized multi-perspective viewing of social events.

  3. Improving patient satisfaction at all points in the revenue cycle.

    PubMed

    Dee, J F

    1994-10-01

    A common expectation among consumers, whether in the market for a new automobile, a new home, or healthcare services, is that a certain level of customer service will be provided along with the product or service. And the level of customer service provided substantially influences a consumer's satisfaction with the purchase of a product or service. PMID:10138286

  4. Physician Behaviors that Correlate with Patient Satisfaction.

    ERIC Educational Resources Information Center

    Comstock, Loretto M.; And Others

    1982-01-01

    The behavior of 15 internal medicine residents was observed through a one-way mirror and ratings by the patients of satisfaction with their physicians were obtained. The teaching of caring skills and which physician caring skills affect the patients' satisfaction are discussed. (Author/MLW)

  5. Communication Satisfaction, Job Satisfaction, and Job Performance.

    ERIC Educational Resources Information Center

    Pincus, J. David

    1986-01-01

    Explores the relationships between employee satisfaction with various types of organizational communication, employee job satisfaction, and job performance as evaluated by supervisors, in a field study of 327 hospital nurses. Correlates results with results of other studies. (MS)

  6. Blended learning positively affects students' satisfaction and the role of the tutor in the problem-based learning process: results of a mixed-method evaluation.

    PubMed

    Woltering, Vanessa; Herrler, Andreas; Spitzer, Klaus; Spreckelsen, Cord

    2009-12-01

    Problem-based learning (PBL) is an established didactic approach in medical education worldwide. The impact of PBL depends on the tutors' quality and the students' motivation. To enhance students' motivation and satisfaction and to overcome the problems with the changing quality of tutors, online learning and face-to-face classes were systematically combined resulting in a blended learning scenario (blended problem-based learning--bPBL). The study aims at determining whether bPBL increases the students' motivation and supports the learning process with respect to the students' cooperation, their orientation, and more reliable tutoring. The blended PBL was developed in a cooperation of students and teachers. The well-established Seven Jump-scheme of PBL was carefully complemented by eLearning modules. On the first training day of bPBL the students start to work together with the online program, but without a tutor, on the final training day the tutor participates in the meeting for additional help and feedback. The program was evaluated by a mixed-method study. The traditional PBL course was compared with the blended PBL by means of qualitative and quantitative questionnaires, standardized group interviews, and students' test results. In addition log-files were analyzed. A total of 185 third-year students and 14 tutors took part in the study. Motivation, subjective learning gains and satisfaction achieved significantly higher ratings by the bPBL students compared with the students learning by traditional PBL. The tutors' opinion and the test results showed no differences between the groups. Working with the web-based learning environment was assessed as very good by the students. According to the log-file analysis, the web-based learning module was frequently used and improved the cooperation during the self-directed learning. PMID:19184497

  7. Leadership and satisfaction in change commitment.

    PubMed

    Yang, Yi-Feng

    2011-06-01

    Managerial transformational leadership skills may directly influence banking counter staff toward change commitment and improve job satisfaction and service quality, or the influence instead may be mediated by change commitment. For a sample comprised of 246 managers from four large Taiwanese banks, the following path relationships were tested: (1) the association of transformational leadership with change commitment, (2) the association of change commitment with job satisfaction, and (3) the direct or indirect (through the mediation of change commitment) effect of transformational leadership on job satisfaction. Regression was utilized to gain insight into the effects of transformational leadership and change commitment on job satisfaction. Transformational leadership may foster change by providing psychological support to the banking counter staff, enabling them to use their skills to meet the needs of individual customers in response to complex environments. PMID:21879618

  8. The linkage between employee and patient satisfaction in home healthcare.

    PubMed

    Rosati, Robert J; Marren, Joan M; Davin, Denise M; Morgan, Cynthia J

    2009-01-01

    Greater accountability for patient outcomes, reduced reimbursement, and a protracted nursing shortage have made employee and patient satisfaction results central performance metrics and strategic imperatives in healthcare. Key questions are whether the two interact and if so, how can that relationship be leveraged to obtain maximum gains in both employee and patient satisfaction. This article examines the experience of a large, nonprofit home care agency in exploring these issues. The agency found that organizational commitment to patient care and customer service are fundamental to patient satisfaction. The more employees perceived that the organization is focused on quality and customers, the more patient satisfaction increased. Among nurses, work-life balance, fair compensation, and regard for employees all influenced patient satisfaction. PMID:19350879

  9. Stepping over the line: What do you competitors` customers really want?

    SciTech Connect

    Prindle, B.

    1996-03-01

    This paper highlights the results of recent customer research conducted for utilities researching competitive pricing products with various service options. It draws upon the broader competitive customer research literature as context. The paper addresses issues related to market segmentation, customer attitudes and perceptions, satisfaction, preferences for new pricing methods, and needs regarding energy-related service offerings. It discusses potential strategies for pricing and/or service offerings that may enable utilities to create new customer relationships, retain current customers, or both.

  10. Customer-focused planning: Demonstration project summaries

    SciTech Connect

    George, S.S. )

    1992-12-01

    To succeed in the increasingly competitive and dynamic markets in which they operate, electric utilities are focusing ever greater attention on understanding and meeting customer needs. EPRI's Customer Focused Planning (CFP) project was established to develop concepts and tools that will help utilities enhance their commitment to customer service. The project team conducted a series of interviews and meetings with participating utilities to collaboratively implement crucial steps in the CFP process. Although there is no unique set of tools or single management approach for improving product and service delivery, customer-focused companies have at least five ideals in common. They (1) define goals and objectives in concrete terms, (2) extend the planning boundaries of the organization to include all members of the energy services infrastructure, (3) painstakingly link functional activities directly to customer needs, (4) incorporate the customer's voice in new product/ service design, and (5) align performance measures with customer needs. In addition, customer-focused companies use a variety of methods to improve customer satisfaction and company performance. These methods include conducting market research, developing market processes such as demand-side management contracting or bidding to reveal customer preferences, and involving customers more directly in the planning process. This report summarizes two brief demonstration projects conducted as part of EPRI's CFP project, one at Commonwealth Edison Company (CECo) and one at PSI Energy. The CECo project emphasized developing customer-focused performance measures for telephone inquiries. The PSI Energy project involved a one-day workshop underscoring two important CFP elements-understanding customer wants and explicitly linking those wants to utility activities.

  11. Model construction of nursing service satisfaction in hospitalized tumor patients.

    PubMed

    Chen, Yongyi; Liu, Jingshi; Xiao, Shuiyuan; Liu, Xiangyu; Tang, Xinhui; Zhou, Yujuan

    2014-01-01

    This study aims to construct a satisfaction model on nursing service in hospitalized tumor patients. Using questionnaires, data about hospitalized tumor patients' expectation, quality perception and satisfaction of hospital nursing service were obtained. A satisfaction model of nursing service in hospitalized tumor patients was established through empirical study and by structural equation method. This model was suitable for tumor specialized hospital, with reliability and validity. Patient satisfaction was significantly affected by quality perception and patient expectation. Patient satisfaction and patient loyalty was also affected by disease pressure. Hospital brand was positively correlated with patient satisfaction and patient loyalty, negatively correlated with patient complaint. Patient satisfaction was positively correlated with patient loyalty, patient complaints, and quality perception, and negatively correlated with disease pressure and patient expectation. The satisfaction model on nursing service in hospitalized tumor patients fits well. By this model, the quality of hospital nursing care may be improved. PMID:25419410

  12. Model construction of nursing service satisfaction in hospitalized tumor patients

    PubMed Central

    Chen, Yongyi; Liu, Jingshi; Xiao, Shuiyuan; Liu, Xiangyu; Tang, Xinhui; Zhou, Yujuan

    2014-01-01

    This study aims to construct a satisfaction model on nursing service in hospitalized tumor patients. Using questionnaires, data about hospitalized tumor patients’ expectation, quality perception and satisfaction of hospital nursing service were obtained. A satisfaction model of nursing service in hospitalized tumor patients was established through empirical study and by structural equation method. This model was suitable for tumor specialized hospital, with reliability and validity. Patient satisfaction was significantly affected by quality perception and patient expectation. Patient satisfaction and patient loyalty was also affected by disease pressure. Hospital brand was positively correlated with patient satisfaction and patient loyalty, negatively correlated with patient complaint. Patient satisfaction was positively correlated with patient loyalty, patient complaints, and quality perception, and negatively correlated with disease pressure and patient expectation. The satisfaction model on nursing service in hospitalized tumor patients fits well. By this model, the quality of hospital nursing care may be improved. PMID:25419410

  13. Gender Differences in Job Satisfaction, Satisfaction with Society and Satisfaction from their Salary in Greek Civil Servants who are working under conditions of Labour—Intensive

    NASA Astrophysics Data System (ADS)

    Antonakas, Nikolaos; Mironaki, Amalia

    2009-08-01

    The objective of this study is to determine empirically the existence of differences in three dimensions of satisfaction in Greek civil servants' gender, when they work under conditions of stress and tension. The three dimensions of satisfaction selected to be considered were job satisfaction, satisfaction with society and satisfaction from their salary. For this a two parts questionnaire was used. The first part included, besides sex and socially demographic characteristics of employees and the second part consisted of the above aspects of satisfaction. Used a sample of 290 employees and a factor analysis was conducted on the results of the questionnaire. The central question of this paper was whether the strength of the force of better wage, compared with the average civil servant, affects a different way to meet women and men's satisfaction who work under working conditions—intensity. The main finding of this study was the existence differences between women and men in the dimension of satisfaction from the salary.

  14. The role of personal self-regulation and regulatory teaching to predict motivational-affective variables, achievement, and satisfaction: a structural model.

    PubMed

    De la Fuente, Jesus; Zapata, Lucía; Martínez-Vicente, Jose M; Sander, Paul; Cardelle-Elawar, María

    2015-01-01

    The present investigation examines how personal self-regulation (presage variable) and regulatory teaching (process variable of teaching) relate to learning approaches, strategies for coping with stress, and self-regulated learning (process variables of learning) and, finally, how they relate to performance and satisfaction with the learning process (product variables). The objective was to clarify the associative and predictive relations between these variables, as contextualized in two different models that use the presage-process-product paradigm (the Biggs and DEDEPRO models). A total of 1101 university students participated in the study. The design was cross-sectional and retrospective with attributional (or selection) variables, using correlations and structural analysis. The results provide consistent and significant empirical evidence for the relationships hypothesized, incorporating variables that are part of and influence the teaching-learning process in Higher Education. Findings confirm the importance of interactive relationships within the teaching-learning process, where personal self-regulation is assumed to take place in connection with regulatory teaching. Variables that are involved in the relationships validated here reinforce the idea that both personal factors and teaching and learning factors should be taken into consideration when dealing with a formal teaching-learning context at university. PMID:25964764

  15. The role of personal self-regulation and regulatory teaching to predict motivational-affective variables, achievement, and satisfaction: a structural model

    PubMed Central

    De la Fuente, Jesus; Zapata, Lucía; Martínez-Vicente, Jose M.; Sander, Paul; Cardelle-Elawar, María

    2014-01-01

    The present investigation examines how personal self-regulation (presage variable) and regulatory teaching (process variable of teaching) relate to learning approaches, strategies for coping with stress, and self-regulated learning (process variables of learning) and, finally, how they relate to performance and satisfaction with the learning process (product variables). The objective was to clarify the associative and predictive relations between these variables, as contextualized in two different models that use the presage-process-product paradigm (the Biggs and DEDEPRO models). A total of 1101 university students participated in the study. The design was cross-sectional and retrospective with attributional (or selection) variables, using correlations and structural analysis. The results provide consistent and significant empirical evidence for the relationships hypothesized, incorporating variables that are part of and influence the teaching–learning process in Higher Education. Findings confirm the importance of interactive relationships within the teaching–learning process, where personal self-regulation is assumed to take place in connection with regulatory teaching. Variables that are involved in the relationships validated here reinforce the idea that both personal factors and teaching and learning factors should be taken into consideration when dealing with a formal teaching–learning context at university. PMID:25964764

  16. The utility and its customer: A complex relationship

    SciTech Connect

    Covelli, L.; Williams, M.V.

    1994-11-01

    Developing methods of tracking customer satisfaction for utilities presents major problems since the customer reacts to the utility on many different levels. The more obvious are in relation to the product (energy) and the services the company provides. More recently there has been talk of the {open_quotes}brand{close_quotes} elements of the company-customer relationship. Ontario Hydro (OH) has developed a method utilizing four separate domains for measuring and tracking customer satisfaction: product, service, competitiveness, and institutional relationships. Ontario Hydro conducted a survey of over 1200 residential customers. The respondents received a detailed in-person survey of their estimation of the importance of specific aspects of customer service and their view of Ontario Hydro`s performance on those same issues. The data yielded 28 factors covered a large variety of separate concerns: customer service, and treatment of customers to export policy. OH concluded that the utility`s relationship with its customer is more complex than the susual customer-vendor interaction. A utility not only provides a product and a service, it has a institutional personality and provides an absolutely necessary product under an exclusive franchise and executes government policy as a regulated monopoly. It was found that customers are sensitive to all of these attributes.

  17. Internal Branding: Using Performance Technology To Create an Organization Focused on Customer Value.

    ERIC Educational Resources Information Center

    Tosti, Donald T.; Stotz, Rodger

    2000-01-01

    Presents a performance technology approach to revenue enhancement, with the goal of improving customer retention through building customer value. Topics include internal branding, a way to make sure that what the company delivers matches what's promised in the advertising; product versus service brands; and customer satisfaction, including…

  18. Custom controls

    NASA Astrophysics Data System (ADS)

    Butell, Bart

    1996-02-01

    Microsoft's Visual Basic (VB) and Borland's Delphi provide an extremely robust programming environment for delivering multimedia solutions for interactive kiosks, games and titles. Their object oriented use of standard and custom controls enable a user to build extremely powerful applications. A multipurpose, database enabled programming environment that can provide an event driven interface functions as a multimedia kernel. This kernel can provide a variety of authoring solutions (e.g. a timeline based model similar to Macromedia Director or a node authoring model similar to Icon Author). At the heart of the kernel is a set of low level multimedia components providing object oriented interfaces for graphics, audio, video and imaging. Data preparation tools (e.g., layout, palette and Sprite Editors) could be built to manage the media database. The flexible interface for VB allows the construction of an infinite number of user models. The proliferation of these models within a popular, easy to use environment will allow the vast developer segment of 'producer' types to bring their ideas to the market. This is the key to building exciting, content rich multimedia solutions. Microsoft's VB and Borland's Delphi environments combined with multimedia components enable these possibilities.

  19. AutoMOPS- B2B and B2C in mask making: Mask manufacturing performance and customer satisfaction improvement through better information flow management using generic models and standardized languages

    NASA Astrophysics Data System (ADS)

    Filies, Olaf; de Ridder, Luc; Rodriguez, Ben; Kujiken, Aart

    2002-03-01

    Semiconductor manufacturing has become a global business, in which companies of different size unite in virtual enterprises to meet new opportunities. Therefore Mask manufacturing is a key business, but mask ordering is a complex process and is always critical regarding design to market time, even though mask complexity and customer base are increasing using a wide variety of different mask order forms which are frequently faulty and very seldom complete. This is effectively blocking agile manufacturing and can tie wafer fabs to a single mask The goal of the project is elimination of the order verification through paperless, electronically linked information sharing/exchange between chip design, mask production and production stages, which will allow automation of the mask preparation. To cover these new techniques and their specifications as well as the common ones with automated tools a special generic Meta-model will be generated, based on the current standards for mask specifications, including the requirements from the involved partners (Alcatel Microelectronics, Altis, Compugraphics, Infineon, Nimble, Sigma-C), the project works out a pre-normative standard. The paper presents the current status of work. This work is partly funded by the Commission of the European Union under the Fifth Framework project IST-1999-10332 AutoMOPS.

  20. Talking about Customer Service.

    ERIC Educational Resources Information Center

    Talley, Mary; Axelroth, Joan

    2001-01-01

    Discusses customer service in information centers and how to define it. Topics include the effects of competition, that give customers more choices; defining customers, and defining services; communications; physical environment; change, in customers and in technology; measuring customer service; and evaluating policies and procedures. (LRW)

  1. Research on Job Satisfaction of Elementary and High School Teachers and Strategies to Increase Job Satisfaction

    ERIC Educational Resources Information Center

    Fuming, Xu; Jiliang, Shen

    2007-01-01

    Job satisfaction is an important topic in teacher education research. Exploring the issue of teacher job satisfaction helps us gain a deeper understanding of teachers' mental state, such as their occupational attitudes, zeal for teaching, and work enthusiasm, which affects the quality of teaching and education. From an examination of teachers' job…

  2. Perceived Structure and Achievement Goals as Predictors of Students' Self-Regulated Learning and Affect and the Mediating Role of Competence Need Satisfaction

    ERIC Educational Resources Information Center

    Mouratidis, Athanasios; Vansteenkiste, Maarten; Michou, Aikaterini; Lens, Willy

    2013-01-01

    We investigated the extent to which perceived structure and personal achievement goals could explain students' effective learning strategies and affect-related experiences in a sample of Greek adolescent students (N = 606; 45.4% males; mean age: M = 15.05, SD = 1.43). Having controlled for students' social desirability responses, we used…

  3. The seven common pitfalls of customer service in hospitals.

    PubMed

    Domingo, Rene T

    2015-01-01

    Operating simultaneously like a repair shop, prison, and hotel, hospitals are prone to seven common pitfalls in customer service. Patient care is often fragmented, inscrutable, inflexible, insensitive, reactive, myopic, and unsafe. Hospitals are vying to be more high-tech, rather than high-touch even though staff engagement with patients rather than facilities and equipment strongly influence patient satisfaction. Unless processes, policies, and people are made customer-centered, the high quality of the hospital's human and hardware resources will not translate into high patient satisfaction and patient loyalty. PMID:26058286

  4. Patient Satisfaction: What We Can Learn from Other Industries.

    PubMed

    Homisak, Lynn; Baum, Neil

    2015-01-01

    Most doctors are appreciated by their patients, and most patients are satisfied with the care they receive from their doctors. However, how many doctors are reaching out and asking, as New York's former Mayor Koch often did, "Hey, how am I doing?" This article reviews two examples of effective methods used by other industries to gather data and evaluate customer satisfaction, and provides ideas and suggestions to measure patient satisfaction in a medical practice. PMID:26223116

  5. Teaching Satisfaction Scale

    ERIC Educational Resources Information Center

    Ho, Chung-Lim; Au, Wing-Tung

    2006-01-01

    The present study proposes a teaching satisfaction measure and examines the validity of its scores. The measure is based on the Life Satisfaction Scale (LSS). Scores on the five-item Teaching Satisfaction Scale (TSS) were validated on a sample of 202 primary and secondary school teachers and favorable psychometric properties were found. As…

  6. Job satisfaction of Jamaican elementary school teachers

    NASA Astrophysics Data System (ADS)

    Rodgers-Jenkinson, Fay; Chapman, David W.

    1990-09-01

    This study investigated correlates of job satisfaction among public (N=190) and private (N=100) Jamaican elementary school teachers. Emphasis was on the identification of factors that could be affected through administrative intervention. Results indicated that the quality of school working conditions and respondents' relationships with other teachers were significantly related to satisfaction for both public and private school teachers. School prestige and parental encouragement were also significant predictors for public school teachers; leadership style, organizational structure, and teacher-parent relationships predicted job satisfaction for private school teachers. Implications of these findings for Jamaican education are discussed.

  7. 78 FR 3499 - Proposed Collection; Comment Request on Information Collection Tools Relating to Customer...

    Federal Register 2010, 2011, 2012, 2013, 2014

    2013-01-16

    ... From the Federal Register Online via the Government Publishing Office DEPARTMENT OF THE TREASURY Internal Revenue Service Proposed Collection; Comment Request on Information Collection Tools Relating to Customer Satisfaction Surveys AGENCY: Internal Revenue Service (IRS), Treasury. ACTION: Notice and...

  8. Predicting health plan member retention from satisfaction surveys: the moderating role of intention and complaint voicing.

    PubMed

    Huppertz, John W

    2008-01-01

    Many health plans have tried to increase member retention by improving their scores on customer satisfaction surveys. However, prior research has demonstrated weak relationships between member satisfaction and retention, suggesting that other variables are needed to understand how satisfaction impacts member retention. In a longitudinal study 4,806 health plan members who completed satisfaction surveys were re-assessed three years later; we compared measures of satisfaction, intention, and complaining behavior from voluntary disenrollees and retained members. The relationship between satisfaction and retention was moderated by members' intentions to disenroll. The findings suggest that health plans can enhance the predictive validity of their satisfaction surveys by including measures of both satisfaction and intentions. PMID:19064478

  9. Becoming a Parent and Relationship Satisfaction: A Longitudinal Dyadic Perspective

    ERIC Educational Resources Information Center

    Keizer, Renske; Schenk, Niels

    2012-01-01

    This study investigated the extent to which women's and men's relationship satisfaction within couples is similarly or differently affected by becoming a parent and the extent to which changes in work hours and hours spent on household labor affect a person's own and his or her spouse's relationship satisfaction across the transition to…

  10. The influence of status on satisfaction with relative rewards

    PubMed Central

    Albrecht, Konstanze; von Essen, Emma; Fliessbach, Klaus; Falk, Armin

    2013-01-01

    This study investigates how induced relative status affects satisfaction with different relative payoffs. We find that participants with lower status are more satisfied with disadvantageous payoff inequalities than equal or higher status participants. In contrast, when receiving an advantageous payoff, status does not affect satisfaction. Our findings suggest that relative social status has important implications for the acceptance of income inequalities. PMID:24198802

  11. Assessment of Self-Esteem and Satisfaction in Amputee Children

    ERIC Educational Resources Information Center

    Spencer, C. D.; And Others

    1977-01-01

    The study involving six single and multiple amputee children (10 to 14 years old) was conducted to provide information on how situations affect the self esteem of amputee children, how situations affect satisfaction with their prostheses, and the relationship between amputee self esteem and their satisfaction with their prosthetic device.…

  12. Analyzing Food-Related Life Satisfaction and other Predictors of Life Satisfaction in Central Chile.

    PubMed

    Schnettler, Berta; Lobos, Germán; Orellana, Ligia; Grunert, Klaus; Sepúlveda, José; Mora, Marcos; Denegri, Marianela; Miranda, Horacio

    2015-01-01

    This study aimed to assess the effect of satisfaction with food-related life on life satisfaction among inhabitants of the main municipalities of central Chile. A survey was applied to a sample of 1,277 people, distributed proportionally by municipality. The questionnaire included the following scales: SWLS (Satisfaction with Life Scale), SWFL (Satisfaction with Food-related Life) and the Health-Related Quality of Life Index (HRQOL). Questions were asked regarding eating habits inside and outside the home, time available for meals at home, the assessment of five sources of happiness and the demographic characteristics of those surveyed. An ordered logit model was proposed, in which the dependent variable was satisfaction with life. Satisfaction with life was significantly related to the respondent's socioeconomic status, self-perception of health, degree of satisfaction with food-related life, monthly food expenditure, time available for supper with the family (p < .01); gender, self-reported number of days affected by mental health problems, frequency of supper with the family, the degree of agreement with respect to family being an important source of happiness (p < .05); and family size and frequency of food consumption in fast food outlets (p < .10). Satisfaction with life in the study sample is related to aspects associated with health, family and eating, and the family interaction associated with eating may play an important role in overall satisfaction with life. PMID:26083311

  13. [Patient satisfaction in a laboratory test collection unit].

    PubMed

    de Moura, Gisela Maria Schebella Souto; Hilleshein, Eunice Fabiani; Schardosim, Juliana Machado; Delgado, Kátia Simone

    2008-06-01

    This exploratory descriptive study aimed at identifying customer satisfaction attributes in the field of laboratory tests. Data were collected in 2006, using 104 interviews in a laboratorial unit inside a teaching hospital, using the critical incident technique, and submitted to content analysis. Three attribute categories were identified: time spent in waiting for care, interpersonal contact, and technical skills. These results subsidize the assessment of the current satisfaction survey tool, and point to its reformulation. They also allow the identification of improvement needs in customer attention, and provide elements to be taken into account in personnel selection, training programs, personnel performance assessment. PMID:18822760

  14. Improving customer service. It's not just what's in the box.

    PubMed

    Redling, Robert

    2003-08-01

    Patient satisfaction scores can plummet when medical emergencies throw schedules into disarray or a receptionist ignores a patient at the front desk. Patients' expectations of good customer service have been shaped by technological conveniences and the concerted efforts of retailers, restaurants and other service providers. Physician leaders and administrators can improve customer service by paying more attention to organizational culture, physician behavior, staff incentives, hiring practices and team-building. PMID:12959055

  15. Fostering employee service creativity: Joint effects of customer empowering behaviors and supervisory empowering leadership.

    PubMed

    Dong, Yuntao; Liao, Hui; Chuang, Aichia; Zhou, Jing; Campbell, Elizabeth M

    2015-09-01

    Integrating insights from the literature on customers' central role in service and the literature on employee creativity, we offer theoretical and empirical account of how and when customer empowering behaviors can motivate employee creativity during service encounters and, subsequently, influence customer satisfaction with service experience. Using multilevel, multisource, experience sampling data from 380 hairstylists matched with 3550 customers in 118 hair salons, we found that customer empowering behaviors were positively related to employee creativity and subsequent customer satisfaction via employee state promotion focus. Results also showed that empowering behaviors from different agents function synergistically in shaping employee creativity: supervisory empowering leadership strengthened the indirect effect of customer empowering behaviors on employee creativity via state promotion focus. PMID:25774571

  16. When the customer shouldn't be king: antecedents and consequences of sexual harassment by clients and customers.

    PubMed

    Gettman, Hilary J; Gelfand, Michele J

    2007-05-01

    Much of the work in today's service industries requires women to deal with people outside of their organizations, namely, customers and clients, yet research on sexual harassment has focused almost exclusively on sexual harassment within organizations. Because the threat of harassment also operates at the boundaries of organizations, our existing models based solely on harassment inside organizations may be too restricted to adequately explain the harassment experiences of women in today's economy. To address this, the authors introduce a theoretical model of the antecedents and consequences of sexual harassment by clients and customers (CSH) and describe 2 field studies conducted to test components of the model. In Study 1, they developed a model of antecedents and consequences of CSH and illustrated that certain contextual factors (client power and gender composition of the client base) affect levels of CSH and that CSH is related to a number of job and psychological outcomes among professional women. Study 2 revealed that CSH is related to lower job satisfaction among nonprofessional women, above and beyond that which is accounted for by internal sexual harassment. Theoretical and practical implications are discussed. PMID:17484555

  17. Customer service: a mind-set.

    PubMed

    Rowe, W M

    1988-01-01

    As competition for patients and physicians in the health care industry has increased, the old tradition of catering to the customer is being reborn. This article describes the factors affecting today's health care environment and how the creation of a customer service "mind-set" can assist your department in capturing and maintaining its full market share. PMID:10287342

  18. 75 FR 9279 - Proposed Information Collection (Survey of Satisfaction With the Disability Evaluation System...

    Federal Register 2010, 2011, 2012, 2013, 2014

    2010-03-01

    ... AFFAIRS Proposed Information Collection (Survey of Satisfaction With the Disability Evaluation System (DES... of Satisfaction with the Disability Evaluation System (DES). OMB Control Number: 2900-New (DES). Type... and, if necessary, revise the way the DES Pilot is conducted in an effort to raise customer...

  19. Clients' Satisfaction with Monopolistic Services and Commitment to the Organization: A University Context

    ERIC Educational Resources Information Center

    Thomas, James L.; Cunningham, Brent J.

    2009-01-01

    This study investigates the relationship between monopolistic service providers and customer satisfaction and commitment. The authors investigated how the ethical perceptions of service consumers, their perceptions of service quality, and satisfaction effect commitment to the long-term relationship with monopolistic service providers. Results…

  20. The Importance of Institutional Image to Student Satisfaction and Loyalty within Higher Education

    ERIC Educational Resources Information Center

    Brown, Robert M.; Mazzarol, Timothy William

    2009-01-01

    This paper outlines the findings of a study employing a partial least squares (PLS) structural equation methodology to test a customer satisfaction model of the drivers of student satisfaction and loyalty in higher education settings. Drawing upon a moderately large sample of students enrolled in four "types" of Australian universities, the…

  1. Participation Behaviour among International Students: The Role of Satisfaction with Service Augmentation and Brand Choice Attainment

    ERIC Educational Resources Information Center

    Elsharnouby, Tamer H.

    2016-01-01

    Purpose: The purpose of this paper is to integrate service marketing and higher education (HE) literature to develop and test a model that links customer participation behaviour with student overall satisfaction that stems from satisfaction with service augmentation elements. It also examines the influence of brand choice attainment on both…

  2. Unrewarding Work, Coworker Support, and Job Satisfaction. A Test of the Buffering Hypothesis.

    ERIC Educational Resources Information Center

    Ducharme, Lori J.; Martin, Jack K.

    2000-01-01

    A study of 2,505 workers indicated that co-worker social support enhances job satisfaction. Affective and instrumental support are both beneficial. However, neither type buffers the negative effects of job stress on satisfaction. (SK)

  3. Factors Predicting Satisfaction Judgments: A Comparative Examination.

    ERIC Educational Resources Information Center

    Emmons, Robert A.; And Others

    A number of psychological models may explain why people vary in their satisfaction with various life domains (e.g., family, or grades). Six of the models are: (1) positive affect (the degree to which one experiences joy or happiness in each life domain); (2) negative affect (unpleasant emotions associated with domains); (3) social comparison (how…

  4. I want products my own way, but which way? The effects of different product categories and cues on customer responses to Web-based customizations.

    PubMed

    Chang, Chia-Chi; Chen, Hui-Yun

    2009-02-01

    Mass customization is a strategy that has been adopted by companies to tailor their products in order to match customer needs more precisely. Therefore, to fully capture the value of mass customization, it is crucial to explore how customers react to mass customization. In previous studies, an implied premise has been that consumers are keen to embrace customized products, and this assumption has also been treated by firms as a prerequisite for successful mass customization strategies. However, an undesirable complexity may result from difficult configuration processes that may intimidate and confuse some customers. Hence, this study explores strategies that marketers can employ to facilitate the customization process. Specifically, this study investigates how to enhance customer satisfaction and purchase decision toward customized products by providing cues compatible with the product category. It is hypothesized that for search products, customers rely more on intrinsic cues when making configuration decisions. On the other hand, for experience products, customers perceive extrinsic cues to be more valuable in assisting them to make configuration decisions. The results suggest that consumers tend to respond more favorably toward customized search products when intrinsic cues are provided than when extrinsic or irrelevant ones are provided. In contrast, when customizing experience products, customers tend to depend more on extrinsic cues than on intrinsic or irrelevant ones. PMID:19113951

  5. Modeling factors explaining physicians’ satisfaction with competence

    PubMed Central

    Lepnurm, Rein; Dobson, Roy Thomas; Peña-Sánchez, Juan-Nicolás; Nesdole, Robert

    2015-01-01

    Recognition explained 60.2% of the variation in Satisfaction with Competence, controlling for years in practice, self-reported health and duties of physicians. Conclusion: Satisfaction with Competence could be affected by excessive accumulation of duties, concerns about quality, efficiency, access, excessive distress, inadequate coping abilities, personal satisfaction with life as a physician, challenges in managing practices and persistent inequities among physicians. PMID:27092256

  6. Automatically Grading Customer Confidence in a Formal Specification.

    ERIC Educational Resources Information Center

    Shukur, Zarina; Burke, Edmund; Foxley, Eric

    1999-01-01

    Describes an automatic grading system for a formal methods computer science course that is able to evaluate a formal specification written in the Z language. Quality is measured by considering first, specification correctness (syntax, semantics, and satisfaction of customer requirements), and second, specification maintainability (comparison of…

  7. Employee engagement and job satisfaction in the information technology industry.

    PubMed

    Kamalanabhan, T J; Sai, L Prakash; Mayuri, Duggirala

    2009-12-01

    Employee engagement has been identified as being important to employee productivity and performance. Measures of employee engagement and job satisfaction in the context of information technology (IT) were developed to explore how employee engagement affects perceived job satisfaction. In a sample of IT professionals (N = 159), controlling for age, sex, job tenure, and marital status, employee engagement had a significant and positive correlation with job satisfaction. PMID:20099537

  8. Sexual satisfaction of infertile couples assessed using the Golombok-Rust Inventory of Sexual Satisfaction (GRISS).

    PubMed

    Shoji, Mayumi; Hamatani, Toshio; Ishikawa, Shoko; Kuji, Naoaki; Ohta, Hiroaki; Matsui, Hideo; Yoshimura, Yasunori

    2014-01-01

    Recently, infertility treatment-related psychological effects are receiving increased attention. However, whether sexual satisfaction is reduced amongst infertile couples remains to be elucidated. In this study, sexual satisfaction of Japanese infertile couples was assessed using a validated questionnaire designed to assess the male and female partner individually, and the couple as a whole for the first time. This study randomly included 170 infertile couples seen at the outpatient clinic and 170 couples that had recently achieved spontaneous pregnancy. All couples were given the Japanese version of the Golombok-Rust Inventory of Sexual Satisfaction (GRISS). In couples aged 35 years or older, the male partners showed significantly worse sexual satisfaction scores than the female partners. Sexual satisfaction also deteriorated with therapeutic interventions, with mental factors affected more than physical factors. Therapeutic interventions such as timed sexual intercourse and assisted reproductive technology were considered emotionally stressful for infertile couples, with sexual satisfaction accordingly lower in this group than in couples achieving spontaneous pregnancy. GRISS successfully evaluated lower sexual satisfaction associated with infertility, and hence is a useful tool for identifying couples whose sexual satisfaction could be enhanced by counselling or other stress-reduction modalities. PMID:24902628

  9. Enhancing library services: an exploration in meeting customer needs through total quality management.

    PubMed

    Cundari, L; Stutz, K

    1995-01-01

    Total Quality Management (TQM) is a process which focuses on understanding customer needs and improving customer service and satisfaction. A TQM committee was created at the Devereux Foundation's Professional Library to assess user satisfaction and make recommendations for improving library services to better meet consumer needs. The committee distributed a satisfaction survey to 156 of the most likely library users and 84 (54%) were returned. Overall, survey results indicate that most consumers are satisfied with the materials and services provided by the Professional Library. Recommendations for improving library services and strategies for implementing these recommendations are discussed. PMID:10144945

  10. Measuring Customer Satisfaction and Quality of Service in Special Libraries.

    ERIC Educational Resources Information Center

    White, Marilyn Domas; Abels, Eileen G.; Nitecki, Danuta

    This project tested the appropriateness of SERVQUAL (i.e., an instrument widely used in the service industry for assessing service quality based on repeated service encounters rather than a particular service encounter) to measure service quality in special libraries and developed a modified version for special libraries. SERVQUAL is based on an…

  11. Schoolwork as Products, Professors as Customers: A Practical Teaching Approach in Business Education.

    ERIC Educational Resources Information Center

    Emery, Charles R.; Tian, Robert G.

    2002-01-01

    In a marketing course, students used the principles of product, price, place, and promotion to market their course work to the professor/customer. Assessment of 357 students over 4 semesters showed this experiential method resulted in higher achievement and greater understanding of customer expectations and satisfaction. (SK)

  12. Effect of E-Service Quality on Customer Online Repurchase Intentions

    ERIC Educational Resources Information Center

    Liu, Tung-Hsuan

    2012-01-01

    In the early years of online retailing, having an online presence and low prices were believed to be key drivers of success. More recently, electronic service quality has become essential as an online marketing strategy. Online stores provide higher service quality to create online customer loyalty, improve customer satisfaction, and keep a…

  13. The Customer Is Always Right: What the Business World Can Teach Us about Problem Patrons.

    ERIC Educational Resources Information Center

    Jackson, Rebecca

    2002-01-01

    Discussion of problem patrons in libraries focuses on how businesses handle customer complaints, namely regarding them as opportunities to improve customer service and satisfaction. Suggests libraries need to provide channels for patrons to make complaints, follow up on them, and train staff to deal with user dissatisfaction. (Author/LRW)

  14. Marital and Family Role Satisfaction

    ERIC Educational Resources Information Center

    Chadwick, Bruce A.; And Others

    1976-01-01

    This paper reports the satisfaction between several independent variables and marital satisfaction. Adequacy of role performance of both self and spouse and spouse's conformity to expectations emerged as the strongest predictors of satisfaction derived from playing family roles. (Author)

  15. Job and career satisfaction among staff nurses: effects of job setting and environment.

    PubMed

    Shaver, Katherine H; Lacey, Linda M

    2003-03-01

    Just as customer satisfaction is the key to retaining customers, satisfaction with job and career choices are important for keeping staff nurses on the job. The roles of employment setting, job commitment, tenure, years until retirement, short staffing, and patient load in predicting satisfaction were assessed for RN and LPN staff nurses. Results show that when RNs and LPNs feel short staffing interferes with their ability to meet patient care needs, they are also less satisfied with both their job and their career. In order not to exacerbate the current nursing shortage, employers must find ways to ensure adequate staffing to keep staff nurses satisfied and on the job. PMID:12629304

  16. Satisfaction in Multigenerational Households.

    ERIC Educational Resources Information Center

    Mindel, Charles H.; Wright, Roosevelt, Jr.

    1982-01-01

    Using social exchange theory, examined satisfaction of the primary caregiver with living in a multigenerational household in 99 Midwestern families. Identified important predictors of satisfaction consisting of characteristics of the older person (indicators of dependency status, characteristics of the primary caregiver, and the situational…

  17. Correlates of Community Satisfaction.

    ERIC Educational Resources Information Center

    White, Michael J.

    Communities, defined as either physical or sociocultural entities, vary widely in reported levels of resident satisfaction. Dimensions of community characteristics were studied to assess their relative importance to resident community satisfaction. A questionnaire about various community characteristics such as social life, physical…

  18. Customer-focused planning: Demonstration project summaries. Final report

    SciTech Connect

    George, S.S.

    1992-12-01

    To succeed in the increasingly competitive and dynamic markets in which they operate, electric utilities are focusing ever greater attention on understanding and meeting customer needs. EPRI`s Customer Focused Planning (CFP) project was established to develop concepts and tools that will help utilities enhance their commitment to customer service. The project team conducted a series of interviews and meetings with participating utilities to collaboratively implement crucial steps in the CFP process. Although there is no unique set of tools or single management approach for improving product and service delivery, customer-focused companies have at least five ideals in common. They (1) define goals and objectives in concrete terms, (2) extend the planning boundaries of the organization to include all members of the energy services infrastructure, (3) painstakingly link functional activities directly to customer needs, (4) incorporate the customer`s voice in new product/ service design, and (5) align performance measures with customer needs. In addition, customer-focused companies use a variety of methods to improve customer satisfaction and company performance. These methods include conducting market research, developing market processes such as demand-side management contracting or bidding to reveal customer preferences, and involving customers more directly in the planning process. This report summarizes two brief demonstration projects conducted as part of EPRI`s CFP project, one at Commonwealth Edison Company (CECo) and one at PSI Energy. The CECo project emphasized developing customer-focused performance measures for telephone inquiries. The PSI Energy project involved a one-day workshop underscoring two important CFP elements-understanding customer wants and explicitly linking those wants to utility activities.

  19. Job satisfaction and importance of work aspects related to predominant values and reactivity.

    PubMed

    Zalewska, A M

    1999-01-01

    The aim of the study is to answer whether 2 predominant values--achievement or social relations--and reactivity influence (a) the importance of work aspects, (b) satisfaction with them and overall job satisfaction, (c) connections between overall job satisfaction and satisfaction with work aspects. Bank employees were investigated with the Strelau Temperament Inventory-Revised by Strelau, Angleitner, Bantelman, and Ruch (1990, reactivity), Orientation to Work Values Inventory by Seifert and Bergmann (1983, values), and Work Description Inventory by Neuberger and Allerbeck (1978; importance and satisfaction with work aspects, overall job satisfaction). Predominant values, reactivity, and their interaction influence the importance of work aspects. The values affect overall job satisfaction and satisfaction with Conditions. Reactivity does not affect overall job satisfaction, but it strongly influences the structure of satisfaction with work aspects, and low-reactives compared to high-reactives are more satisfied with 4 out of the 7 considered aspects. Among the high-reactives, connections between overall job satisfaction and satisfaction with work aspects depend on their predominant values. It was concluded that reactivity can modify regulative functions of personal values towards overall job satisfaction: The values have a rather declarative character for low-reactives, but meeting aspirations connected with their values is very important for high-reactives' job satisfaction. PMID:10657923

  20. Factors Leading to Students' Satisfaction in the Higher Learning Institutions

    ERIC Educational Resources Information Center

    Siming, Luo; Niamatullah; Gao, Jianying; Xu, Dan; Shaf, Khurrum

    2015-01-01

    There is an increasing need to understand factors that affect satisfaction of students with learning. This study will explore the relationship between student satisfaction and teacher-student relationship, teacher preparedness, campus support facilities and experiences provided by the institute to the students. Study is a necessary activity that…

  1. Employed Mothers: Job Satisfaction and Self-Esteem.

    ERIC Educational Resources Information Center

    Sinacore-Guinn, Ada L.

    1998-01-01

    Examines how certain demographic variables affect job satisfaction and self-esteem in a sample of 138 employed mothers from a major U.S. city. Results indicate that age, race, and employment status were significantly related to job satisfaction and self-esteem, whereas time, education level, number and age of children, and marital status were not.…

  2. Explaining Changes in Mothers' Job Satisfaction Following Childbirth.

    ERIC Educational Resources Information Center

    Holtzman, Mellisa; Glass, Jennifer

    1999-01-01

    Pregnant women (n=227) interviewed before and six and 12 months after childbirth reported declines in job satisfaction following birth. The following factors positively or negatively affected satisfaction: length of leave, ability to work at home, 30 to 35-hour work week, evening/rotating shifts, supervisor support, and child-care environment. (SK)

  3. Electric retail market options: The customer perspective

    SciTech Connect

    Hadley, S.W.; Hillsman, E.L.

    1995-07-01

    This report describes various options that are now available for retail electric customers, or that may become available during the next few years as the electric utility industry restructures. These options include different ways of meeting demand for energy services, different providers of service or points of contact with providers, and different pricing structures for purchased services. Purpose of this document is to examine these options from the customer`s perspective: how might being a retail electric customer in 5--10 years differ from now? Seizing opportunities to reduce cost of electric service is likely to entail working with different service providers; thus, transaction costs are involved. Some of the options considered are speculative. Some transitional options include relocation, customer-built/operated transmission lines, municipalization, self-generation, and long-term contracts with suppliers. All these may change or diminish in a restructured industry. Brokers seem likely to become more common unless restructuring takes the form of mandatory poolcos (wholesale). Some options appear robust, ie, they are likely to become more common regardless of how restructuring is accomplished: increased competition among energy carriers (gas vs electric), real-time pricing, etc. This report identified some of the qualitative differences among the various options. For customers using large amounts of electricity, different alternatives are likely to affect greatly service price, transaction costs, tailoring service to customer preferences, and risks for customer. For retail customers using small amounts of electricity, there may be little difference among the options except service price.

  4. 27 CFR 26.261 - Action by district director of customs.

    Code of Federal Regulations, 2010 CFR

    2010-04-01

    ...: For Federal Register citations affecting § 26.261, see the List of CFR Sections Affected, which... director of customs. 26.261 Section 26.261 Alcohol, Tobacco Products and Firearms ALCOHOL AND TOBACCO TAX... customs. The district director of customs will direct the proper customs gauger to determine the...

  5. 27 CFR 26.261 - Action by district director of customs.

    Code of Federal Regulations, 2012 CFR

    2012-04-01

    ...: For Federal Register citations affecting § 26.261, see the List of CFR Sections Affected, which... director of customs. 26.261 Section 26.261 Alcohol, Tobacco Products and Firearms ALCOHOL AND TOBACCO TAX... customs. The district director of customs will direct the proper customs gauger to determine the...

  6. 27 CFR 26.261 - Action by district director of customs.

    Code of Federal Regulations, 2013 CFR

    2013-04-01

    ...: For Federal Register citations affecting § 26.261, see the List of CFR Sections Affected, which... director of customs. 26.261 Section 26.261 Alcohol, Tobacco Products and Firearms ALCOHOL AND TOBACCO TAX... customs. The district director of customs will direct the proper customs gauger to determine the...

  7. 27 CFR 26.261 - Action by district director of customs.

    Code of Federal Regulations, 2014 CFR

    2014-04-01

    ...: For Federal Register citations affecting § 26.261, see the List of CFR Sections Affected, which... director of customs. 26.261 Section 26.261 Alcohol, Tobacco Products and Firearms ALCOHOL AND TOBACCO TAX... customs. The district director of customs will direct the proper customs gauger to determine the...

  8. 27 CFR 26.261 - Action by district director of customs.

    Code of Federal Regulations, 2011 CFR

    2011-04-01

    ...: For Federal Register citations affecting § 26.261, see the List of CFR Sections Affected, which... director of customs. 26.261 Section 26.261 Alcohol, Tobacco Products and Firearms ALCOHOL AND TOBACCO TAX... customs. The district director of customs will direct the proper customs gauger to determine the...

  9. Sexual disclosures: connections to relational satisfaction and closeness.

    PubMed

    Coffelt, Tina A; Hess, Jon A

    2014-01-01

    This study examines sexual communication by describing the content of sexual disclosures within marital relationships and assessing the association between sexual disclosures and relational outcomes, specifically relational satisfaction and closeness. A survey administered to 293 married individuals (58% female) who had an average age of 40 years (range = 20-73), 13.7 years of marriage (range = 1 month to 54 years), and who reported high levels of relational satisfaction assessed the relation between the content of sexual disclosures and satisfaction and closeness. While sexual disclosures are made infrequently, positive affect and sexual preferences are disclosed more than negative topics and disclosing sexual information is positively related to relationship satisfaction, rρ(280) =.26, p <.001; and closeness, rs(280) =.475, p <.01. Therapists can use these findings to show clients the positive relation between revealing sexual information and relationship satisfaction and closeness, as reported by individuals experiencing relationship satisfaction. PMID:24308272

  10. Life Satisfaction in Persons with Lacunar Infarction--A Comparative Analysis of Two Measures of Life Satisfaction.

    ERIC Educational Resources Information Center

    Olsson, G-B.; And Others

    1996-01-01

    A study of 76 Swedish patients (ages 40-86) with lacunar infarctions used a life satisfaction questionnaire to investigate whether the patients were satisfied and how their life situation was affected by the infarction. Results found that the questionnaire was not an effective instrument for measuring life satisfaction in this population. (CR)

  11. 12-hour shifts: job satisfaction of nurses.

    PubMed

    Todd, C; Robinson, G; Reid, N

    1993-09-01

    A before and after study was carried out amongst staff of 10 wards of a county hospital before and after the introduction of a 12-hour shift system for nurses. The purpose was to investigate the impact of the shift system on job satisfaction. Some 320 nurses covering all qualified and unqualified grades were surveyed using a standard job satisfaction attitude scale. It was found that under the 12-hour shift both intrinsic and extrinsic factors of job satisfaction had been detrimentally affected. Considerable dissatisfaction was expressed about hours of work, conditions of work and the impact of the shift on domestic and social arrangements. The vast majority (83%) reported that they did not want to go on working the shift and there was support for the view that recruitment to nursing would be adversely affected by the shift. PMID:8313062

  12. Courtesy in caring. The patient as customer.

    PubMed

    DeBaca, V

    1990-01-01

    If you were paying $500 a night for a hotel room,. would you be happy if you were told you would be sharing it with a stranger? While such a question cannot be literally asked about a hospital experience, metaphorically it can be--and is--asked every time a patient enters a hospital. The idea of patient-as-consumer is not longer just another trendy concept but an integral part of the way many hospitals do business, and it's the hospital manager's responsibility to ensure the customer's satisfaction. PMID:10105899

  13. Patient satisfaction with antihypertensive therapy.

    PubMed

    Chen, K; Chiou, C-F; Plauschinat, C A; Frech, F; Harper, A; Dubois, R

    2005-10-01

    The objective of the study was to assess factors associated with treatment satisfaction among patients receiving antihypertensive therapy. A weighted cross-sectional online survey was conducted with hypertensive patients participating in a chronic disease panel in the US. Patients on monotherapy with medications from the following classes were identified: ACE inhibitors (ACEIs), angiotensin receptor blockers (ARBs), beta blockers (BBs), calcium channel blockers (CCBs), and diuretics. The control group included patients without treatment. Pairwise comparisons between groups were conducted for factors that may affect patients' satisfaction. The study population had a mean age of 54.7+/-14.2 years and was 56.7% female. Participants with blood pressure (BP) controlled to JNC 7 guidelines were more satisfied with their medication than those with uncontrolled BP (90.3 vs 71.5%, P<0.05). Patients who had not experienced adverse events had higher satisfaction than patients experiencing adverse events (90.9 vs 75.8%, P<0.05). The most frequently self-reported adverse events were frequent urination, sexual dysfunction, and fatigue ranging from 7.0 to 9.6% across classes. The adverse event rates differed by class and were lowest among the ARBs. Patients on ARBs were the most likely to have switched from a previous antihypertensive class as compared to other classes (57.1% ARBs vs 49.8% ACEIs, 38.7% diuretics, 36.3% CCBs, and 31.7% BBs). Physician recommendation was the most common reason for switching. In conclusion, the ability to effectively treat hypertension depends upon a patient's satisfaction with antihypertensive therapy, which may be improved by achieving BP control and minimizing the occurrence of adverse events. PMID:15951740

  14. The Effects of Need Satisfaction on EFL Online Learner Satisfaction

    ERIC Educational Resources Information Center

    Chen, Po-Hsuan; Adesope, Olusola

    2016-01-01

    This study explored the effects of need satisfaction (autonomy, competence, and relatedness) on English as a foreign language (EFL) online learner satisfaction and validated the Chinese versions of the need satisfaction scale (NSS) and online learner satisfaction scale (OLSS). We collected data from a questionnaire administered to 199 EFL students…

  15. Defining the customer`s buying parameters

    SciTech Connect

    Roth, B.

    1997-03-01

    Many customers are already implementing processes to select suppliers in anticipation of full customer choice, establishing price and risk parameters. Customers are also recognizing that transitional steps on the way to full competition, including such options as buy-through and real-time pricing, can lower costs at reasonable risk. Retail competition is transforming the US electricity market at a dazzling pace, promising major customers greater choices and better prices--and a lot of new headaches. Even though regulators have not yet put retail access into general practice, many customers are working diligently to make sure they are properly prepared to deal with the additional issues and complexities being created by electricity`s new world order. By the time retail competition is officially unleashed, many national buyers of electricity will have: (1) specified their service criteria (contract terms and conditions), (2) defined their price risk tolerances, (3) structured their purchasing organization/process, and (4) chosen their national/regional suppliers.

  16. Changes in Situational and Dispositional Factors as Predictors of Job Satisfaction

    ERIC Educational Resources Information Center

    Keller, Anita C.; Semmer, Norbert K.

    2013-01-01

    Arguably, job satisfaction is one of the most important variables with regard to work. When explaining job satisfaction, research usually focuses on predictor variables in terms of levels but neglects growth rates. Therefore it remains unclear how potential predictors evolve over time and how their development affects job satisfaction. Using…

  17. The case for customer loyalty.

    PubMed

    Sturm, Arthur C

    2004-09-01

    How does customer loyalty grow? Through good customer experiences. Yet some organizations seem to genuinely fail to understand that they can keep or lose a customer in the proverbial blink of an eye. And in this era of increasing customer demands across all industries, it's important that healthcare financial managers understand the correlation between customer loyalty and customer experience. PMID:15460948

  18. Marketing health services: the engineering of satisfaction.

    PubMed

    MacStravic, R S

    1984-12-01

    Service marketing is the engineering of satisfaction, and the key to success is to identify and influence potential customers' expectations and then to fulfill those expectations. Patient satisfaction largely determines both a program's revenues and expenditures and the effectiveness of care received by patients. A program's ability to satisfy patients rests upon three basic elements: research, design, and communication. Research should be on two levels. The first is basic market assessment and analysis, and should reveal overall market potential by focusing on consumers' expectations, unmet needs, and level of satisfaction. From this stage of research, the organization should be able to identify current programs that are secure and stable, those which have significant growth potential, those which are threatened by competition, and those which have little future. This research also should indicate the potential for new programs and for new markets for existing programs. The second level of research focuses on a specific program (whether current or proposed) and is the basis for program design. The organization can tailor the program to consumers' expectations in everything from services provided to price of parking and other amenities. Research also provides a basis for communications. Not only can communications influence a potential customer to try a provider, but also care providers can use communications during and after the service experience to reinforce what might have been a casual decision. Ideally, all communication that occurs between patients and providers should serve marketing as well as diagnostic and therapeutic purposes. It can shape patients' expectations, reinforce satisfaction when those expectations have been fulfilled, and convey the provider's caring and concern. PMID:10269066

  19. Customer service revisited.

    PubMed

    Levin, R P

    2001-03-01

    Customer service requires a system, which includes, but is not limited to having pleasant staff members. It requires a systemized approach to every patient every day. The steps of customer service are as integral to the success of the practice as are those of scheduling and case presentation. Customer service is a unique opportunity to differentiate a practice, justify the value for fees, and satisfy almost every patient. PMID:11913255

  20. Pagination and Job Satisfaction in American Newsrooms.

    ERIC Educational Resources Information Center

    Fowler, Gilbert L., Jr.; Shipman, John Marlin

    A study was conducted to examine how the implementation of new technology in the newsroom has affected job satisfaction, whether demographic characteristics of employees have an effect, or whether employees in certain classifications of jobs are more satisfied with this technology than others. Pagination was chosen as the technology to study…

  1. The coming battle for customer information.

    PubMed

    Hagel, J; Rayport, J F

    1997-01-01

    Companies collect information about customers to target valuable prospects more effectively, tailor their offerings to individual needs, improve customer satisfaction, and identify opportunities for new products or services. But managers' efforts to capture such information may soon be thwarted. The authors believe that consumers are going to take ownership of information about themselves and start demanding value in exchange for it. As a result, negotiating with customers for information will become costly and complex. How will that happen? Consumers are realizing that they get very little in exchange for the information they divulge so freely through their commercial transactions and survey responses. Now new technologies such as smart cards, World Wide Web browsers, and personal financial management software are allowing consumers to view comprehensive profiles of their commercial activities-- and to choose whether or not to release that information to companies. Their decision will hinge, in large part, on what vendors offer them in return for the data. Consumers will be unlikely to bargain with vendors on their own, however. The authors anticipate that companies they call infomediaries will broker information to businesses on consumers' behalf. In essence, infomediaries will be the catalyst for people to start demanding value in exchange for information about themselves. And most other companies will need to rethink how they obtain information and what they do with it if they want to find new customers and serve them better. PMID:10174454

  2. The Effects of Lecturer Commitment on Student Perceptions of Teaching Quality and Student Satisfaction in Chinese Higher Education

    ERIC Educational Resources Information Center

    Xiao, Jian; Wilkins, Stephen

    2015-01-01

    Student satisfaction has become an important concept in higher education because students are paying higher tuition fees and increasingly seeing themselves as customers and because satisfaction is commonly used as an indicator of quality by quality assurance agencies and the compilers of rankings and league tables. In business organisations, it…

  3. Towards a Citizen-Centered E-Government: Exploring Citizens' Satisfaction with E-Government in China

    ERIC Educational Resources Information Center

    Zhang, Jianchuan

    2013-01-01

    E-government research has been practical and utilitarian, lacking theoretical concerns. Based on the literature of customer satisfaction with private-sector services, citizen/user satisfaction with public services, and information systems management, this study systematically investigates the following factors and their effects on citizen…

  4. British Sign Name Customs

    ERIC Educational Resources Information Center

    Day, Linda; Sutton-Spence, Rachel

    2010-01-01

    Research presented here describes the sign names and the customs of name allocation within the British Deaf community. While some aspects of British Sign Language sign names and British Deaf naming customs differ from those in most Western societies, there are many similarities. There are also similarities with other societies outside the more…

  5. Customer Relationship Management.

    ERIC Educational Resources Information Center

    Fayerman, Michael

    2002-01-01

    Presents an approach increasingly employed by businesses to track and respond to their customers to provide better and faster services: customer relationship management. Discusses its applicability to the operations of higher education and institutional research and the role it plays in the knowledge management framework. (EV)

  6. Managing customer service.

    PubMed

    Paget, Zoe

    2015-02-28

    Zoe Paget is the customer services manager at YourVets. Her role includes managing the company's call centre, social media marketing, working with the marketing department to develop customer care initiatives and reporting service levels to the company's directors. PMID:25722341

  7. Customized Training Marketing Plan.

    ERIC Educational Resources Information Center

    Lay, Ted

    This report outlines Oregon's Lane Community College's (LCC's) plan for marketing its customized training program for business, community organizations, public agencies, and their employees. Following a mission statement for the customized training program, a brief analysis is provided of the economic environment; of competition from educational…

  8. Patient Satisfaction with the Family Physician Program in Sabzevar, Iran

    PubMed Central

    Ghorbani, Alireza; Raeissi, Pouran; Saffari, Ehsan; Reissi, Nahid

    2016-01-01

    Background and Objectives: Patient satisfaction with the family physician program is an important factor for more favorable treatment results. Evaluation of patient satisfaction improves the services and approximates them to patient’s preferences. The family physician program has been executed since late March, 2005 in Iran. This study aimed to measure patient satisfaction with family physician services and determines factors affecting the level of satisfaction in order to propose appropriate suggestions for providing medical services based on patients’ expectations. Methods: Forty-one centers provide healthcare services in rural and urban areas. The participants in this study comprised 1263 people. The data were collected by an inventory with 11 items about demographic specifications, waiting time and the importance of physician’s sex and 40 items for assessing the level of patient satisfaction. Results: A total of 1199 patients participated in the current study, 72.1% of them were female and 19.6% waited 10-20 minutes for receiving services. About 55.72% of the participants chose high and very high for the items of the inventory. Total satisfaction with the family physician program decreased with age (p-value= 0.029).Moreover, total satisfaction did not show any significant differences in different groups in terms of sex, place of residence, education level and marital status. Also family physicians’ sex did not affect patient satisfaction significantly. Based on results of regression model, an increase in patients’ age by one year decreased their satisfaction by 0.12 and level of satisfaction in rural patients was lower than that in urban patients by 7.93. Conclusions: The level of patient satisfaction with family physician services was moderate, which mostly arose from the components of the family physician program and services such as the waiting time, costs, welfare facilities, accessibility and the service-providing team rather than patients

  9. The Impact of e-Customer Relationship Marketing in Hotel Industry

    NASA Astrophysics Data System (ADS)

    Samanta, Irene

    The present research investigates the extent to which Greek hotels had developed the electronic customer relationship marketing (E-CRM). The study verifies the practices that frequently appear in relationship marketing process within online operations or whether their Internet presence mainly depends on the basic actions of "supplying information" and "reservations". Also, it investigates the effects of e-CRM system on customer loyalty and satisfaction as well as the impact of relationship marketing practices to customer retention and acquisition. They have understood the importance of using electronic channels instead of traditional ones to implement their marketing strategies. Thus, e-crm system has assisted hotel business to manage more effectively their reservations and serve their customers as fast and as effective as possible. They did not seem to apply many of the relationship marketing strategies to emphasize customer retention and continual satisfaction because of difficulties in staff training.

  10. Assessment and correlation of customer and rater response to cold-start and warmup driveability

    SciTech Connect

    Not Available

    1993-08-01

    A program was conducted from January 14 through March 8, 1991, at Southwest Research Institute (SwRI) in San Antonio, Texas, to establish a relationship between demerits observed in CRC Cold-Start and Warmup Driveability assessments to customer satisfaction levels, and to determine which of several performance deficiencies associated with low volatility gasolines are most troublesome to customers during normal vehicle warmup. Customers used their vehicles in daily service, and a subset of the test fleet was evaluated by trained raters using the established CRC test procedure. There were 7,206 driveability performance assessments by customers which were correlated with 661 trained-rater cold-start driveability evaluations. One hundred sixty-seven SwRI employees participated in the program. Hesitation was the most widely observed problem and was the primary cause of dissatisfaction. The gasoline-ethanol and hydrocarbon-only fuel sets had distinctly different malfunction patterns. Hesitation was strongly associated with gasoline ethanol blends, while surge and stumble were strongly associated with hydrocarbon-only fuels. The current total weighted demerit (TWD) system was found to correlate poorly with customer satisfaction; however, customer observations of problems correlated no better with customer satisfaction. If TWD is to be an indicator of customer perception of driveability performance there should be uniform weighting of rater-observed malfunctions, and start-time should be assigned a greater weighting and a shorter grace period.

  11. The role of acceptance and job control in mental health, job satisfaction, and work performance.

    PubMed

    Bond, Frank W; Bunce, David

    2003-12-01

    Acceptance, the willingness to experience thoughts, feelings, and physiological sensations without having to control them or let them determine one's actions, is a major individual determinant of mental health and behavioral effectiveness in a more recent theory of psychopathology. This 2-wave panel study examined the ability of acceptance also to explain mental health, job satisfaction, and performance in the work domain. The authors hypothesized that acceptance would predict these 3 outcomes 1 year later in a sample of customer service center workers in the United Kingdom (N = 412). Results indicated that acceptance predicted mental health and an objective measure of performance over and above job control, negative affectivity, and locus of control. These beneficial effects of having more job control were enhanced when people had higher levels of acceptance. The authors discuss the theoretical and practical relevance of this individual characteristic to occupational health and performance. PMID:14640816

  12. 19 CFR 24.12 - Customs fees; charges for storage.

    Code of Federal Regulations, 2010 CFR

    2010-04-01

    ... pursuant to 14 CFR part 233. The airline industry will be notified at least 90 days in advance of the date... citations affecting § 24.12, see the List of CFR Sections Affected, which appears in the Finding Aids... 19 Customs Duties 1 2010-04-01 2010-04-01 false Customs fees; charges for storage. 24.12...

  13. 19 CFR 24.12 - Customs fees; charges for storage.

    Code of Federal Regulations, 2012 CFR

    2012-04-01

    ... pursuant to 14 CFR part 233. The airline industry will be notified at least 90 days in advance of the date... citations affecting § 24.12, see the List of CFR Sections Affected, which appears in the Finding Aids... 19 Customs Duties 1 2012-04-01 2012-04-01 false Customs fees; charges for storage. 24.12...

  14. 19 CFR 24.12 - Customs fees; charges for storage.

    Code of Federal Regulations, 2013 CFR

    2013-04-01

    ... pursuant to 14 CFR part 233. The airline industry will be notified at least 90 days in advance of the date... citations affecting § 24.12, see the List of CFR Sections Affected, which appears in the Finding Aids... 19 Customs Duties 1 2013-04-01 2013-04-01 false Customs fees; charges for storage. 24.12...

  15. 19 CFR 24.12 - Customs fees; charges for storage.

    Code of Federal Regulations, 2011 CFR

    2011-04-01

    ... pursuant to 14 CFR part 233. The airline industry will be notified at least 90 days in advance of the date... citations affecting § 24.12, see the List of CFR Sections Affected, which appears in the Finding Aids... 19 Customs Duties 1 2011-04-01 2011-04-01 false Customs fees; charges for storage. 24.12...

  16. 19 CFR 24.12 - Customs fees; charges for storage.

    Code of Federal Regulations, 2014 CFR

    2014-04-01

    ... pursuant to 14 CFR part 233. The airline industry will be notified at least 90 days in advance of the date... citations affecting § 24.12, see the List of CFR Sections Affected, which appears in the Finding Aids... 19 Customs Duties 1 2014-04-01 2014-04-01 false Customs fees; charges for storage. 24.12...

  17. Customer Communication Document

    NASA Technical Reports Server (NTRS)

    2009-01-01

    This procedure communicates to the Customers of the Automation, Robotics and Simulation Division (AR&SD) Dynamics Systems Test Branch (DSTB) how to obtain services of the Six-Degrees-Of-Freedom Dynamic Test System (SDTS). The scope includes the major communication documents between the SDTS and its Customer. It established the initial communication and contact points as well as provides the initial documentation in electronic media for the customer. Contact the SDTS Manager (SM) for the names of numbers of the current contact points.

  18. Developing customer databases.

    PubMed

    Rao, S K; Shenbaga, S

    2000-01-01

    There is a growing consensus among pharmaceutical companies that more product and customer-specific approaches to marketing and selling a new drug can result in substantial increases in sales. Marketers and researchers taking a proactive micro-marketing approach to identifying, profiling, and communicating with target customers are likely to facilitate such approaches and outcomes. This article provides a working framework for creating customer databases that can be effectively mined to achieve a variety of such marketing and sales force objectives. PMID:11209474

  19. Health centres' view of the services provided by a university hospital laboratory: Use of satisfaction surveys

    PubMed Central

    Oja, Paula; Kouri, Timo; Pakarinen, Arto

    2010-01-01

    Customer orientation has gained increasing attention in healthcare. A customer satisfaction survey is one way to raise areas and topics for quality improvement. However, it seems that customer satisfaction surveys have not resulted in quality improvement in healthcare. This article reports how the authors' university hospital laboratory has used customer satisfaction surveys targeted at the health centres in their hospital district. Closed-ended statements of the questionnaire were planned to cover the essential aspects of laboratory services. In addition, an open-ended question asked what was considered to be the most important problem in services. The questionnaires were sent to the medical directors of the health centres. The open-ended question proved to be very useful because the responses specified the main problems in service. Based on the responses, selected dissatisfied customers were contacted to specify their responses and possible corrective actions were taken. It is concluded that a satisfaction survey can be used as a screening tool to identify topics of dissatisfaction. In addition, further clarifications with selected customers are needed to specify the causes for their dissatisfaction and to undertake proper corrective actions. PMID:20205616

  20. Health centres' view of the services provided by a university hospital laboratory: use of satisfaction surveys.

    PubMed

    Oja, Paula; Kouri, Timo; Pakarinen, Arto

    2010-03-01

    Customer orientation has gained increasing attention in healthcare. A customer satisfaction survey is one way to raise areas and topics for quality improvement. However, it seems that customer satisfaction surveys have not resulted in quality improvement in healthcare. This article reports how the authors' university hospital laboratory has used customer satisfaction surveys targeted at the health centres in their hospital district. Closed-ended statements of the questionnaire were planned to cover the essential aspects of laboratory services. In addition, an open-ended question asked what was considered to be the most important problem in services. The questionnaires were sent to the medical directors of the health centres. The open-ended question proved to be very useful because the responses specified the main problems in service. Based on the responses, selected dissatisfied customers were contacted to specify their responses and possible corrective actions were taken. It is concluded that a satisfaction survey can be used as a screening tool to identify topics of dissatisfaction. In addition, further clarifications with selected customers are needed to specify the causes for their dissatisfaction and to undertake proper corrective actions. PMID:20205616

  1. Twelve-hour shifts: burnout or job satisfaction?

    PubMed

    Dall'Ora, Chiara; Griffiths, Peter; Ball, Jane

    Job satisfaction and burnout in the nursing workforce are global concerns. Not only do job satisfaction and burnout affect the quality and safety of care, but job satisfaction is also a factor in nurses' decisions to stay or leave their jobs. Shift patterns may be an important aspect influencing wellbeing and satisfaction among nurses. Many hospitals worldwide are moving to 12-hour shifts in an effort to improve efficiency and cope with nursing shortages. But what is the effect of these work patterns on the wellbeing of nurses working on hospital wards? This article reports on the results of a study performed in 12 European countries exploring whether 12-hour shifts are associated with burnout, job satisfaction and intention to leave the job. PMID:27180462

  2. Manage marketing by the customer equity test.

    PubMed

    Blattberg, R C; Deighton, J

    1996-01-01

    Managers have recently begun to think of good marketing as good conversation, as a process of drawing customers into progressively more satisfying relationships with a company. And just as the art of conversation follows two steps--first striking up a conversation with a likely partner and then maintaining the flow--so the new marketing naturally divides itself into the work of customer acquisition and the work of customer retention. But how can managers determine the optimal balance between spending on acquisition and spending on retention? Robert Blattberg and John Deighton use decision calculus to help managers answer that question. That is, they ask managers to approach the large, complex problem through several smaller, more manageable questions on the same topic. Then they use a formal model to turn those smaller judgments into an answer to the larger question. The ultimate goal, the authors say, is to grow the company's customer equity the sum of all the conversations-to its fullest potential. Recognizing that managers must constantly reassess the spending points determined by the decision-calculus model, the authors also provide a series of guidelines and suggestions to help frame the issues that affect acquisition, retention, and customer equity. When managers strive to grow customer equity rather than a brand's sales or profits, they put a primary indicator of the health of the business at the fore front of their strategic thinking: the quality of customer relationships. PMID:10158473

  3. A customer's definition of quality.

    PubMed

    Miller, T O

    1992-01-01

    What's the best way to get "close to the customer"? One company has developed a customer feedback system to drive product design, sales, service, and support functions in order to ensure better customer responsiveness. PMID:10116010

  4. Large Customers (DR Sellers)

    SciTech Connect

    Kiliccot, Sila

    2011-10-25

    State of the large customers for demand response integration of solar and wind into electric grid; openADR; CAISO; DR as a pseudo generation; commercial and industrial DR strategies; California regulations

  5. Customization through Homeschooling.

    ERIC Educational Resources Information Center

    Ray, Brian D.

    2002-01-01

    Describes why home school is a natural environment for customizing instruction to meet the individual needs of students, especially those with special needs and talents. (Contains 19 references.) (PKP)

  6. Does psychological need satisfaction perceived online enhance well-being?

    PubMed

    Wang, Ligang; Tao, Ting; Fan, Chunlei; Gao, Wenbin

    2015-09-01

    The Internet has been building a new context, in which adolescents and young people complete their academic tasks, do their work, engage in social interaction, and even conduct anonymous identity experimentation. Therefore, it becomes very significant to assess psychological need satisfaction online, and to relate it to well-being. This study investigated the influence on well-being of psychological need satisfaction perceived online and the regulatory role in this relationship of psychological need satisfaction perceived in daily life. A total of 1,727 students from junior and senior high schools and universities in China were surveyed using the Basic Psychological Needs in General scale, the Basic Psychological Needs in the Online World scale, and the Index of Well-Being, Index of General Affect scale. The mean age of the adolescent sample was 17.47 years (ranging from 12.50 to 25.42 years). The results indicated that both need satisfaction perceived online and that perceived in daily life positively predicted psychological well-being, and psychological need satisfaction in daily life qualified the association between psychological need satisfaction perceived online and well-being. In particular, students who perceived higher psychological need satisfaction in daily life were found to benefit from psychological need satisfaction perceived online, but students with low psychological need satisfaction perceived in daily life did not. We suggest that people who perceive lower basic need satisfaction in daily life are more likely to use the Internet for socioaffective regulation and to consider cyberspace as a new world. Thus, need satisfaction perceived online may not transform into "real" happiness. PMID:26354155

  7. The customer has escaped.

    PubMed

    Nunes, Paul F; Cespedes, Frank V

    2003-11-01

    Every company makes choices about the channels it will use to go to market. Traditionally, the decision to sell through a discount superstore or a pricey boutique, for instance, was guided by customer demographics. A company would identify a target segment of buyers and go with the channel that could deliver them. It was a fair assumption that certain customer types were held captive by certain channels--if not from cradle to grave, then at least from initial consideration to purchase. The problem, the authors say, is that today's customers have become unfettered. As their channel options have proliferated, they've come to recognize that different channels serve their needs better at different points in the buying process. The result is "value poaching." For example, certain channels hope to use higher margin sales to cover the cost of providing expensive high-touch services. Potential customers use these channels to do research, then leap to a cheaper channel when it's time to buy. Customers now hunt for bargains more aggressively; they've become more sophisticated about how companies market to them; and they are better equipped with information and technology to make advantageous decisions. What does this mean for your go-to-market strategy? The authors urge companies to make a fundamental shift in mind-set toward designing for buyer behaviors, not customer segments. A company should design pathways across channels to help its customers get what they need at each stage of the buying process--through one channel or another. Customers are not mindful of channel boundaries--and you shouldn't be either. Instead, they are mindful of the value of individual components in your channels--and you should be, too. PMID:14619155

  8. Perceptions of Overall Job Satisfaction and Facet Satisfaction of Principals.

    ERIC Educational Resources Information Center

    Holdaway, Edward A.; Johnson, Neil A.

    Learned opinion supports the relevance of satisfaction with job facets in studies of job satisfaction, but an analysis of the perceived importance of these facets concerning overall job satisfaction in education has largely been ignored. The relationships among Alberta (Canada) elementary and junior high school principals' job facet perceptions…

  9. CRC customer versus rater octane number requirement program (1990)

    SciTech Connect

    Not Available

    1993-10-01

    A CRC cooperative program was conducted to determine the difference in octane requirements between technical raters and 'customers' (the general driving public). The tests were conducted in two phases, with the second being a repeat of the first to verify the results obtained. The trained raters used the CRC E-15 procedure to determine the octane requirement of the vehicles while the customers' perception and objection to knock were determined through the use of a questionnaire. The customers' responses (perception and objection level) were based upon audible knock, acceleration performance, and after-run on a series of full-boiling-range customer/rater unleaded (FBRCU) reference-fuels. Data were analyzed from 168 1988-1991 model-year vehicles, with 126 of these tested in Phase II. The results showed that the customers, objections and perceptions were overwhelmingly based on knock, rather than acceleration performance or after-run. Two general methods, a population comparison and a delta analysis, were used to estimate the difference between customer and rater octane requirements. In the first method, the data were analyzed by comparing satisfaction curves for the technical and customer octane requirements (population comparison).

  10. National Student Satisfaction Report, 2001.

    ERIC Educational Resources Information Center

    USA Group Noel-Levitz, Iowa City, IA.

    This report reveals the results of the seventh annual National Student Satisfaction Study conducted by the Noel-Levitz group to determine areas of highest importance to students, the areas of greatest and least satisfaction, and the greatest performance gaps between levels of importance and levels of satisfaction. It contains data from 1,045…

  11. Geography of European Life Satisfaction

    ERIC Educational Resources Information Center

    Okulicz-Kozaryn, Adam

    2011-01-01

    The vast majority of studies analyze life satisfaction at individual and/or country level. This study contributes with analysis of life satisfaction at the (sub-national) province level across multiple countries. The purpose of this study is to call attention to spatial aspects of life satisfaction. Literature does not discuss the fact that life…

  12. Workload and the trajectory of marital satisfaction in newlyweds: job satisfaction, gender, and parental status as moderators.

    PubMed

    van Steenbergen, Elianne F; Kluwer, Esther S; Karney, Benjamin R

    2011-06-01

    Stress, on average, is bad for relationships. Yet stress at work is not always associated with negative relationship outcomes. The premise of the current study was that associations between workload and trajectories of marital satisfaction depend on circumstances that may constrain or facilitate partners' ability to negotiate their multiple roles. We hypothesized that the covariance between changes in workload and marital satisfaction over time should be moderated by (a) the extent to which spouses like their work, (b) their parental status, and (c) their gender. Analyses drawing upon eight waves of data on workload, work satisfaction, and marital satisfaction from 169 newlywed couples assessed over four years confirmed these predictions. Specifically, across couples, demands at work covaried positively with marital satisfaction for spouses who were more satisfied with their jobs. For nonparent couples, increases in husbands' workload covaried with increases in marital satisfaction for both spouses. For parent couples, however, increases in husbands' workload covaried with declines in marital satisfaction for both spouses. Unexpectedly, for parent couples, increases in wives' workload corresponded with increased marital satisfaction. Finally, consistent with predictions, wives were more affected by their husbands' workload than vice versa. Thus, tension between work and marriage is not inevitable, instead depending on circumstances that facilitate or impair performance in multiple roles. Couples, employers, and practitioners should recognize the role that external circumstances play in determining how work and marital life interact. PMID:21553965

  13. Comparison of students' foodservice satisfaction between Korea and US

    PubMed Central

    Jeong, Eunkyung; Chun, Youngah; Joo, Nami

    2013-01-01

    This study analyzes important factors of foodservice in school through comparison of students' satisfaction of using foodservice in Korea and US in order to meet students' expectations. The survey was composed of 4 categories including menu, service, hygiene, and facility and it was carried out in both countries to evaluate satisfaction. First, comparison of satisfaction between two countries was made using t-test. Secondly, multiple regression was performed to identify factors affecting satisfaction. As a result Korean students were more satisfied than American students in all aspects. However, regardless of nationality, the top three factors affecting the students' satisfaction were the same. The predictors were food taste (Korean 0.375 and American 0.350), menu variety (Korean 0.305 and American 0.278), and service line (Korean 0.226 and American 0.192). Despite the similarity of the predicators, it can be concluded that the difference in satisfaction level between the two nationscan be explained by the approaches to create comfortable and acceptable changes in schools' foodservice. Korea has been increasing the foodservice quality based on their objectives to provide students comfortable and positive environment when eating nutritious meals. However, US have made their main objectives on making changes to decrease youth obesity. Foodservice improvements according to continuous evaluations and surveys are necessary in order to increase students' satisfaction. PMID:23422683

  14. Business-unit-level relationship between employee satisfaction, employee engagement, and business outcomes: a meta-analysis.

    PubMed

    Harter, James K; Schmidt, Frank L; Hayes, Theodore L

    2002-04-01

    Based on 7,939 business units in 36 companies, this study used meta-analysis to examine the relationship at the business-unit level between employee satisfaction-engagement and the business-unit outcomes of customer satisfaction, productivity, profit, employee turnover, and accidents. Generalizable relationships large enough to have substantial practical value were found between unit-level employee satisfaction-engagement and these business-unit outcomes. One implication is that changes in management practices that increase employee satisfaction may increase business-unit outcomes, including profit. PMID:12002955

  15. Medicare Beneficiary Satisfaction with Durable Medical Equipment Suppliers

    PubMed Central

    Hoerger, Thomas J.; Finkelstein, Eric A.; Bernard, Shulamit L.

    2001-01-01

    CMS has recently launched a series of initiatives to control Medicare spending on durable medical equipment (DME) and prosthetics, orthotics, and supplies (DMEPOS). An important question is how these initiatives will affect beneficiary satisfaction. Using survey data, we analyze Medicare beneficiary satisfaction with DMEPOS suppliers in two Florida counties. Our results show that beneficiaries are currently highly satisfied with their DMEPOS suppliers. Beneficiary satisfaction is positively related to rapid delivery, training, dependability, and frequency of service. Results of our analysis can be used as baseline estimates in evaluating CMS initiatives to reduce Medicare payments for DMEPOS. PMID:12500367

  16. Medicare beneficiary satisfaction with durable medical equipment suppliers.

    PubMed

    Hoerger, T J; Finkelstein, E A; Bernard, S L

    2001-01-01

    CMS has recently launched a series of initiatives to control Medicare spending on durable medical equipment (DME) and prosthetics, orthotics, and supplies (DMEPOS). An important question is how these initiatives will affect beneficiary satisfaction. Using survey data, we analyze Medicare beneficiary satisfaction with DMEPOS suppliers in two Florida counties. Our results show that beneficiaries are currently highly satisfied with their DMEPOS suppliers. Beneficiary satisfaction is positively related to rapid delivery, training, dependability, and frequency of service. Results of our analysis can be used as baseline estimates in evaluating CMS initiatives to reduce Medicare payments for DMEPOS. PMID:12500367

  17. Life Satisfaction of Adolescents.

    ERIC Educational Resources Information Center

    Torgoff, Irving; And Others

    The feelings and perceptions of adolescents, apart from objective indices, warrent attention from those who are concerned with adolescent development and psychological stress. There is a need for a reliable baseline measure of adolescent subjective well-being, as manifested by self-reports of life satisfaction, to which future measurements can be…

  18. The Satisfactions of Teaching

    ERIC Educational Resources Information Center

    Eisner, Elliot

    2006-01-01

    A noted educator reflects on six satisfactions that he experienced during his career in teaching: introducing students to great ideas, getting a foothold on immortality, improvising on the job, enjoying teaching as a meaningful aesthetic experience, sharing your love of what you teach, and knowing you made a difference in a student's life.

  19. Satisfaction With Teaching Questionnaire.

    ERIC Educational Resources Information Center

    Merwin, J. C.; DiVesta , F. J.

    As part of the instrumentation to assess the effectiveness of the Schools Without Failure (SEF) program in 10 elementary schools in the New Castle, Pa. School District, the Satisfaction with Teaching Questionnaire was used. In a study by its developers this scale discriminated between students choosing to be teachers and those choosing other…

  20. The Effects of Instructor-Learner Interactions on Learner Satisfaction in Online Masters Courses

    ERIC Educational Resources Information Center

    McLaren, Angelene C.

    2010-01-01

    The purpose of this research study was to investigate the extent instructor-learner interactions affected learner satisfaction in online, semester-long Masters courses. This research study lent itself to several questions: To what extent do instructor-learner interactions affect learner satisfaction in online Masters courses; To what extent does…

  1. An Examination of Factors Contributing to Student Satisfaction in Armenian Higher Education

    ERIC Educational Resources Information Center

    Martirosyan, Nara

    2015-01-01

    Purpose: The purpose of this paper is to investigate factors that affect student satisfaction in college environment in Armenian Higher Educational Institutions (AHEIs). Design/methodology/approach: This study used an "ex-post facto," non-experimental approach to investigate factors that affected student satisfaction in college…

  2. {open_quotes}Understanding district energy customer behavior - the key to getting customers and keeping them happy{close_quotes}

    SciTech Connect

    Kattner, J.F.

    1995-09-01

    The market share achieved by district energy systems is frequently represented as a percentage of a particular country`s total energy consumption, or as a percentage of the energy used for heating and cooling. While such characterizations of district energy`s market share are valid and important from a producer`s perspective, the position of the customer is not well represented. The effectiveness of communicating market share in this way greatly depends on the district energy customers` knowledge about the local, regional and national energy markets. It also fails to take into account the differences among customer buildings and their individual energy consumption patterns. An alternative view of market share is suggested when the perspective of the district energy markets shifts from that of the producer`s to the ends user`s. End users of district energy typically are responsible for the ownership and/or the operation of a building. This includes providing energy for comfort, lighting and any processes being conducted in the building. Fundamentally, district energy customers are in the property management business. Their business operations are represented and rated with respect to the building area they manage. Frequently, several buildings are managed by one company. An extensive amount of research has been done about the behavior of consumers when making buying decisions. This includes the fact that product and service buying behavior differs. Also, the field of customer satisfaction is rich with clues on how to keep our customers happy with their decisions to use district energy. This report presents key considerations about buyer behavior and customer satisfaction as they relate to marketing in the district energy field.

  3. Customer Loyalty in Virtual Environments: An Empirical Study in e-Bank

    NASA Astrophysics Data System (ADS)

    Chao, Yu; Lee, Gin-Yuan; Ho, Yung-Ching

    2009-08-01

    The advent of e-commerce has increased the importance of consumer financing operations. Internet banking helps banks to develop relationship marketing, thus improve customer loyalty. This study proposes a research framework to examine the relationships among e-service quality, customer satisfaction, customer trust and e-loyalty in e-bank in Taiwan. Data are collected through a survey using a structured questionnaire. The 442 valid respondents who have experience with e-bank are analyzed by partial least squares structural equation modeling (PLS-SEM) method. The managerial implication is e-bank must focus on e-service quality to increase customer satisfaction and trust for obtaining the e-loyalty.

  4. 19 CFR 141.113 - Recall of merchandise released from Customs and Border Protection custody.

    Code of Federal Regulations, 2014 CFR

    2014-04-01

    ... affecting § 141.113, see the List of CFR Sections Affected, which appears in the Finding Aids section of the... 19 Customs Duties 2 2014-04-01 2014-04-01 false Recall of merchandise released from Customs and... Merchandise § 141.113 Recall of merchandise released from Customs and Border Protection custody....

  5. 19 CFR 141.113 - Recall of merchandise released from Customs and Border Protection custody.

    Code of Federal Regulations, 2012 CFR

    2012-04-01

    ... affecting § 141.113, see the List of CFR Sections Affected, which appears in the Finding Aids section of the... 19 Customs Duties 2 2012-04-01 2012-04-01 false Recall of merchandise released from Customs and... Merchandise § 141.113 Recall of merchandise released from Customs and Border Protection custody....

  6. 19 CFR 141.113 - Recall of merchandise released from Customs and Border Protection custody.

    Code of Federal Regulations, 2013 CFR

    2013-04-01

    ... affecting § 141.113, see the List of CFR Sections Affected, which appears in the Finding Aids section of the... 19 Customs Duties 2 2013-04-01 2013-04-01 false Recall of merchandise released from Customs and... Merchandise § 141.113 Recall of merchandise released from Customs and Border Protection custody....

  7. 19 CFR 141.113 - Recall of merchandise released from Customs and Border Protection custody.

    Code of Federal Regulations, 2011 CFR

    2011-04-01

    ... affecting § 141.113, see the List of CFR Sections Affected, which appears in the Finding Aids section of the... 19 Customs Duties 2 2011-04-01 2011-04-01 false Recall of merchandise released from Customs and... Merchandise § 141.113 Recall of merchandise released from Customs and Border Protection custody....

  8. 19 CFR 141.113 - Recall of merchandise released from Customs and Border Protection custody.

    Code of Federal Regulations, 2010 CFR

    2010-04-01

    ... Federal Register citations affecting § 141.113, see the List of CFR Sections Affected, which appears in... 19 Customs Duties 2 2010-04-01 2010-04-01 false Recall of merchandise released from Customs and... Merchandise § 141.113 Recall of merchandise released from Customs and Border Protection custody....

  9. Modeling the customer in electronic commerce.

    PubMed

    Helander, M G; Khalid, H M

    2000-12-01

    This paper reviews interface design of web pages for e-commerce. Different tasks in e-commerce are contrasted. A systems model is used to illustrate the information flow between three subsystems in e-commerce: store environment, customer, and web technology. A customer makes several decisions: to enter the store, to navigate, to purchase, to pay, and to keep the merchandize. This artificial environment must be designed so that it can support customer decision-making. To retain customers it must be pleasing and fun, and create a task with natural flow. Customers have different needs, competence and motivation, which affect decision-making. It may therefore be important to customize the design of the e-store environment. Future ergonomics research will have to investigate perceptual aspects, such as presentation of merchandize, and cognitive issues, such as product search and navigation, as well as decision making while considering various economic parameters. Five theories on e-commerce research are presented. PMID:11132045

  10. Impact of patient satisfaction ratings on physicians and clinical care

    PubMed Central

    Zgierska, Aleksandra; Rabago, David; Miller, Michael M

    2014-01-01

    Background Although patient satisfaction ratings often drive positive changes, they may have unintended consequences. Objective The study reported here aimed to evaluate the clinician-perceived effects of patient satisfaction ratings on job satisfaction and clinical care. Methods A 26-item survey, developed by a state medical society in 2012 to assess the effects of patient satisfaction surveys, was administered online to physician members of a state-level medical society. Respondents remained anonymous. Results One hundred fifty five physicians provided responses (3.9% of the estimated 4,000 physician members of the state-level medical society, or approximately 16% of the state’s emergency department [ED] physicians). The respondents were predominantly male (85%) and practicing in solo or private practice (45%), hospital (43%), or academia (15%). The majority were ED (57%), followed by primary care (16%) physicians. Fifty-nine percent reported that their compensation was linked to patient satisfaction ratings. Seventy-eight percent reported that patient satisfaction surveys moderately or severely affected their job satisfaction; 28% had considered quitting their job or leaving the medical profession. Twenty percent reported their employment being threatened because of patient satisfaction data. Almost half believed that pressure to obtain better scores promoted inappropriate care, including unnecessary antibiotic and opioid prescriptions, tests, procedures, and hospital admissions. Among 52 qualitative responses, only three were positive. Conclusion These pilot-level data suggest that patient satisfaction survey utilization may promote, under certain circumstances, job dissatisfaction, attrition, and inappropriate clinical care among some physicians. This is concerning, especially in the context of the progressive incorporation of patient satisfaction ratings as a quality-of-care metric, and highlights the need for a rigorous evaluation of the optimal methods

  11. The Study on the Preferences of Customer Personal Values with Chinese Culture Background in Services

    NASA Astrophysics Data System (ADS)

    Li, Yi; Zhao, Hong; Yang, Yue

    Customer personal values are the important factors which affect customer behaviors, and they guide and decide the customer's attitudes and behaviors on the products or the services. The paper thinks there are only several important customer personal values to guide customer's decisions, and these values will have -strong cultural differences. This study focuses on discussing the preferences of customer personal values with Chinese culture background when customers consume service and analyzes on the customer preferences of customer personal values with the deep interview method. After interviewing 16 responders with the semi-structured questionnaires, the study finds out some interesting results: (1) Some customers have recognized the existent of customer personal values, even though customer perceived values still have the strong influences on customer behaviors. (2) As they pursue to high quality lives, customers enjoy the lives in easy and pleasure way and care about the safe of the family. Quick response, simple and professional services contribute to enhance the experiences of easy and pleasure lives. (3) Non-rational consumers need the respect from the staff and the companies seriously. In comparison, the rational customers care less about the respect. (4) The sociable requirements have become a common consuming psychology of the customers. More and more customers try to gain the friends by consuming some services. (5) The preferences of customer personal values have a close relationship with the Chinese culture, such as collective values, family conception and "face" culture. The results benefit for service companies improving service brands and service quality.

  12. The Relationship between Marital and Sexual Satisfaction among Married Women Employees at Golestan University of Medical Sciences, Iran

    PubMed Central

    Ziaee, Tayebe; Jannati, Yadollah; Mobasheri, Elham; Taghavi, Taraneh; Abdollahi, Habib; Modanloo, Mahnaz; Behnampour, Naser

    2014-01-01

    Objective: There are various elements affecting the healthy family such as marital satisfaction. Various factors such as sexual satisfaction have an important impact on satisfaction of marital relationship. The present study aimed to determine the association of marital satisfaction with sexual satisfaction among sexually active employee women. Methods: This analytical descriptive study was carried on 140 married women employed at educational and medical centers of Golestan University of Medical Sciences. Questionnaires for data collection included Enrich Marital Satisfaction Questionnaire and self-constructed questionnaire (demographic characteristic and sexual satisfaction). Data were analyzed using descriptive statistics, χ2 and Spearman statistical test. Statistical significant level was set as 0.05. Results: The findings showed that in marital satisfaction scale, the majority of the participants (63.6%) were very satisfied and none of them were very unsatisfied. In sexual satisfaction scale, most of the participants (56.4%) expressed extremely satisfaction rate and only 0.7% were not satisfied with their sexual relationship. Marital satisfaction was significantly associated with sexual satisfaction (p ≤ 0.001). So with the increase of sexual satisfaction, there was an increase in marital satisfaction accordingly. The findings indicated that there was a significant association between sexual satisfaction and age (p = 0.086). Level of education was associated significantly with the marital satisfaction (p = 0.038). The effects of sexual satisfaction on marital satisfaction were moderated by number of children and the level of education. Conclusion: The findings have implications for improving of couples' marital satisfaction by highlighting the need for awareness of sexual quality. According to the findings, it seems that development of educational programs and pre-marriage counseling is necessary. Continuous education would be helpful after marriage in

  13. The consumer revolution arrives. Using smart customer service to attract, educate, & retain satisfied members & lower costs.

    PubMed

    O'Connor, K

    1994-06-01

    Across the country, managed care organizations pursue ways to enhance customer service and maintain member satisfaction, without breaking the bank by authorizing unnecessary services. One method gaining popularity is reducing customer demand for inappropriate services through education. Approaches include welcome-to-the-plan calls, member education, automated and in-person answer lines, and 24-hour telephone coverage. Several firms have recognized the need for such services, and offer them to HMOs on an outsourcing basis, with generally positive results. PMID:10135273

  14. The consumer revolution arrives. Using smart customer service to attract, educate & retain satisfied members & lower costs.

    PubMed

    O'Connor, K

    1994-06-01

    Across the country, managed care organizations pursue ways to enhance customer service and maintain member satisfaction, without breaking the bank by authorizing unnecessary services. One method gaining popularity is reducing customer demand for inappropriate services through education. Approaches include welcome-to-the-plan calls, member education, automated and in-person answer lines, and 24-hour telephone coverage. Several firms have recognized the need for such services, and offer them to HMOs on an outsourcing basis, with generally positive results. PMID:10144403

  15. Linking hospital security to customer service: making the case for 'world class' security.

    PubMed

    Hill, Scott A

    2011-01-01

    The reluctance of many hospitals today to invest money and resources into security and safety while at the same time promoting customer good will is a fallacy that has to be corrected, according to the author. He demonstrates how high customer satisfaction scores, as well as regulatory compliance, can only be achieved if a hospital takes the steps necessary to provide adequate safety and security to patients, visitors, physicians and to all who come to the hospital. PMID:21916286

  16. Life Satisfaction and the Pursuit of Happiness on Twitter

    PubMed Central

    Yang, Chao; Srinivasan, Padmini

    2016-01-01

    Life satisfaction refers to a somewhat stable cognitive assessment of one’s own life. Life satisfaction is an important component of subjective well being, the scientific term for happiness. The other component is affect: the balance between the presence of positive and negative emotions in daily life. While affect has been studied using social media datasets (particularly from Twitter), life satisfaction has received little to no attention. Here, we examine trends in posts about life satisfaction from a two-year sample of Twitter data. We apply a surveillance methodology to extract expressions of both satisfaction and dissatisfaction with life. A noteworthy result is that consistent with their definitions trends in life satisfaction posts are immune to external events (political, seasonal etc.) unlike affect trends reported by previous researchers. Comparing users we find differences between satisfied and dissatisfied users in several linguistic, psychosocial and other features. For example the latter post more tweets expressing anger, anxiety, depression, sadness and on death. We also study users who change their status over time from satisfied with life to dissatisfied or vice versa. Noteworthy is that the psychosocial tweet features of users who change from satisfied to dissatisfied are quite different from those who stay satisfied over time. Overall, the observations we make are consistent with intuition and consistent with observations in the social science research. This research contributes to the study of the subjective well being of individuals through social media. PMID:26982323

  17. Life Satisfaction and the Pursuit of Happiness on Twitter.

    PubMed

    Yang, Chao; Srinivasan, Padmini

    2016-01-01

    Life satisfaction refers to a somewhat stable cognitive assessment of one's own life. Life satisfaction is an important component of subjective well being, the scientific term for happiness. The other component is affect: the balance between the presence of positive and negative emotions in daily life. While affect has been studied using social media datasets (particularly from Twitter), life satisfaction has received little to no attention. Here, we examine trends in posts about life satisfaction from a two-year sample of Twitter data. We apply a surveillance methodology to extract expressions of both satisfaction and dissatisfaction with life. A noteworthy result is that consistent with their definitions trends in life satisfaction posts are immune to external events (political, seasonal etc.) unlike affect trends reported by previous researchers. Comparing users we find differences between satisfied and dissatisfied users in several linguistic, psychosocial and other features. For example the latter post more tweets expressing anger, anxiety, depression, sadness and on death. We also study users who change their status over time from satisfied with life to dissatisfied or vice versa. Noteworthy is that the psychosocial tweet features of users who change from satisfied to dissatisfied are quite different from those who stay satisfied over time. Overall, the observations we make are consistent with intuition and consistent with observations in the social science research. This research contributes to the study of the subjective well being of individuals through social media. PMID:26982323

  18. Impact of customer churn [or turnover] on profitability. Final report

    SciTech Connect

    Hamblin, D.; Ratchford, B.T.

    1998-12-01

    This report responds to a concern of a newly deregulated industry about the impact of customer churn, or turnover, on both the bottom line and staying power of incumbent utility distribution companies and new-entrant energy services providers. This research effort identifies those issues that will be of greatest importance to an energy service provider within a historical context that looks at churn impacts in other industries in the US as well as privatized electricity markets abroad. Churn and price maintenance or market power impacts on profitability are examined by looking at privatization and deregulation experiences within the context of economics. The report also looks at the marketing literature describing and modeling customer satisfaction, customer churn or retention, and price maintenance or market power.

  19. Innovative Product Design Based on Comprehensive Customer Requirements of Different Cognitive Levels

    PubMed Central

    Zhao, Wu; Zheng, Yake; Wang, Rui; Wang, Chen

    2014-01-01

    To improve customer satisfaction in innovative product design, a topology structure of customer requirements is established and an innovative product approach is proposed. The topology structure provides designers with reasonable guidance to capture the customer requirements comprehensively. With the aid of analytic hierarchy process (AHP), the importance of the customer requirements is evaluated. Quality function deployment (QFD) is used to translate customer requirements into product and process design demands and pick out the technical requirements which need urgent improvement. In this way, the product is developed in a more targeted way to satisfy the customers. the theory of innovative problems solving (TRIZ) is used to help designers to produce innovative solutions. Finally, a case study of automobile steering system is used to illustrate the application of the proposed approach. PMID:25013862

  20. Innovative product design based on comprehensive customer requirements of different cognitive levels.

    PubMed

    Li, Xiaolong; Zhao, Wu; Zheng, Yake; Wang, Rui; Wang, Chen

    2014-01-01

    To improve customer satisfaction in innovative product design, a topology structure of customer requirements is established and an innovative product approach is proposed. The topology structure provides designers with reasonable guidance to capture the customer requirements comprehensively. With the aid of analytic hierarchy process (AHP), the importance of the customer requirements is evaluated. Quality function deployment (QFD) is used to translate customer requirements into product and process design demands and pick out the technical requirements which need urgent improvement. In this way, the product is developed in a more targeted way to satisfy the customers. the theory of innovative problems solving (TRIZ) is used to help designers to produce innovative solutions. Finally, a case study of automobile steering system is used to illustrate the application of the proposed approach. PMID:25013862

  1. Chippewa Customs. Reprint Edition.

    ERIC Educational Resources Information Center

    Densmore, Frances

    Using information obtained between 1907 and 1925 from members of the Chippewa tribe, the Bureau of American Ethnology, and the United States National Museum, the book describes various Chippewa customs. Information, collected on six reservations in Minnesota and Wisconsin and the Manitou Rapids Reserve in Ontario, Canada, is provided concerning…

  2. Customer requirements process

    NASA Technical Reports Server (NTRS)

    Russell, Yvonne; Falsetti, Christine M.

    1991-01-01

    Customer requirements are presented through three viewgraphs. One graph presents the range of services, which include requirements management, network engineering, operations, and applications support. Another viewgraph presents the project planning process. The third viewgraph presents the programs and/or projects actively supported including life sciences, earth science and applications, solar system exploration, shuttle flight engineering, microgravity science, space physics, and astrophysics.

  3. Custom uniform source system

    NASA Technical Reports Server (NTRS)

    Balcom, John L.

    1994-01-01

    The purpose and scope of this final report is to provide information on the Custom Uniform Source System (CSTM-USS-4000). The report includes documentation and summaries of the results for the work performed under the contract. The Annex contain laboratory test findings, photographs, and drawings of the sphere system.

  4. Customer Service in Alaska.

    ERIC Educational Resources Information Center

    Ogliore, Judy

    1997-01-01

    Examines how the child support enforcement program in Alaska has responded to the challenges of distance, weather, and cultural differences through training representatives, making waiting areas more comfortable, conducting random customer evaluation of services, establishing travel hubs in regional offices and meeting with community leaders and…

  5. Customized hazard maps

    NASA Astrophysics Data System (ADS)

    Showstack, Randy

    Finding out about the historic occurrence of six different types of natural hazards in any region in the United States recently became a little easier.A Project Impact initiative of the Federal Emergency Management Agency (FEMA) and ESRI—a leading provider of Geographic Information System (GIS) software and a Project Impact partner—offers the public customized online hazard maps.

  6. Chinese Festivals and Customs.

    ERIC Educational Resources Information Center

    Green, Sandra Aili

    Traditional festivals and customs of the Chinese people are described in this publication which can be used with secondary level students. In the margins of the text are numbers which indicate slides and cultural objects that relate to the text. The text, however, can be used without the slides and objects. The following festivals are described:…

  7. Students as Customers?

    ERIC Educational Resources Information Center

    Cuthbert, Rob

    2010-01-01

    The idea that students might be treated as customers triggers academics' antipathy, which in turn can lead to managerial irritation and political frustration. There are different discourses which barely overlap as their protagonists speak past one another. This article argues that these differences can be reconciled by re-conceiving the…

  8. Family Customs and Traditions.

    ERIC Educational Resources Information Center

    MacGregor, Cynthia

    Recognizing the importance of maintaining open communication with immediate and extended family members, this book provides a compilation of ideas for family traditions and customs that are grounded in compassion and human kindness. The traditions were gathered from families in the United States and Canada who responded to advertisements in…

  9. The development and validation of the Incivility from Customers Scale.

    PubMed

    Wilson, Nicole L; Holmvall, Camilla M

    2013-07-01

    Scant research has examined customers as sources of workplace incivility, despite evidence suggesting that mistreatment is more common from organizational outsiders, including customers, than from organizational members (Grandey, Kern, & Frone, 2007; Schat & Kelloway, 2005). As an important step in extending the literature on customer incivility, we conducted two studies to develop and validate a measure of this construct. Study 1 used focus groups of retail and restaurant employees (n = 30) to elicit a list of uncivil customer behaviors, based on which we wrote initial scale items. Study 2 used a correlational survey design (n = 439) to pare down the number of scale items to 10 and to garner reliability and validity evidence for the scale. Exploratory and confirmatory factor analyses show that the scale is unidimensional and distinguishable from measures of the related, but distinct, constructs of interpersonal justice and psychological aggression from customers. Reliability analyses show that the scale is internally consistent. Significant correlations between the scale and individuals' job satisfaction, turnover intentions, and general and job-specific psychological strain provide evidence of criterion-related validity. Hierarchical regression analyses show that the scale significantly predicts three of four organizational and personal strain outcomes over and above a workplace incivility measure adapted for customer incivility, providing some evidence of incremental validity. Limitations and future research directions are discussed. PMID:23834446

  10. Smart customers, dumb companies.

    PubMed

    Locke, C

    2000-01-01

    Customers today are being bombarded with an overwhelming array of choices. To alleviate customer frustration, say Steven Cristol and Peter Sealey in Simplicity Marketing, companies should stop creating new brands and product extensions. Better to consolidate product and service functions by following a four R approach: replace, repackage, reposition, and replenish. That's an outmoded, dictatorial view of markets, says Christopher Locke. Far from being stymied by choices, customers are rapidly becoming smarter than the companies that pretend to serve them. In this networked economy, people are talking among themselves, and that changes everything. Locke predicts we'll see a growing number of well-defined micromarkets--groups of customers converging in real time around entertaining and knowledgeable voices--such as NPR's car guys and the Motley Fool investment site. "Micromedia" Web sites will replace traditional advertising because they'll provide credible user-supplied news about products and services. Locke contends that an open exchange of information solves the "problem" of choice much better than manipulative strategies like simplicity or even permission marketing. Companies can participate in micromarkets through what Locke dubs "gonzo marketing." If Ford, for example, discovers that a subset of its employees are organic gardeners, it may offer support to a big independent organic-gardening Web site with donations and employee volunteers. This marketing effort would be driven not by advertising managers but by people with genuine interest in each micromarket, so it would have credibility with customers. With gonzo marketing, both companies and their markets will benefit. PMID:11184973

  11. The Relationship Between Attachment Styles and Lifestyle With Marital Satisfaction

    PubMed Central

    Mohammadi, Korosh; Samavi, Abdolvahab; Ghazavi, Zahra

    2016-01-01

    Background Marital satisfaction is one of the deepest and the most basic human pleasures and should be established within the family environment; if not, couples might suffer emotionally. Several factors are involved, including attachment and lifestyle. Objectives The purpose of this study was to investigate the relationship between styles of attachment and lifestyle with marital satisfaction. Materials and Methods The population in this study included all of the Bandar Abbas oil refining (BAOR) company employees, for a total of 292 people (146 couples). They were selected by multistage random sampling. The enrich marital satisfaction scale was used to measure marital satisfaction, the Collins and read’s revised adult attachment scale (RAAS) for adult attachment to determine attachment style, and the life style questionnaire (LSQ) for lifestyle. This research was a descriptive-correlative one, and for the data analysis, we used Pearson’s correlation factor and multivariable regression. Results The results indicate that attachment style and lifestyle factors can predict marital satisfaction. There was also a meaningful negative relationship between insecure attachment avoidant and insecure attachment anxious-ambivalent styles and marital satisfaction. However, there was no meaningful relationship between secure attachment style and marital satisfaction. Conclusions The results showed that the early relationship within the family environment supports a certain attachment style and the effects of the avoidant insecure and ambivalent insecure styles affect the interpersonal relations of the couples in adulthood. The effect of attachment styles on interpersonal relations is far greater than that of lifestyle. PMID:27433349

  12. Effect of satisfaction in major at university on academic achievement among physical therapy students

    PubMed Central

    Kim, You Lim; Lee, Suk Min

    2015-01-01

    [Purpose] The purpose of this study was to investigate satisfaction in major among physical therapy students and to identify the sub-factors of satisfaction in major affecting academic achievement. [Subjects and Methods] We distributed a self-administered questionnaire, comprising items relating to satisfaction in major and academic achievement to 369 physical therapy students located in Seoul, Daejeon, Jinju, Pohang, and Gunsan. [Results] General satisfaction and academic achievement showed the greatest correlation (r = 0.235), followed by course satisfaction (r = 0.123). [Conclusion] Several sub-factors were found to affect academic achievement. The results of this study can be used as the basis for programs that aim at development of satisfaction in major and academic achievement among clinical physical therapists. PMID:25729179

  13. Marital Satisfaction in Pregnancy: Stability and Change.

    ERIC Educational Resources Information Center

    Snowden, Lonnie R.; And Others

    1988-01-01

    Studied marital satisfaction in 106 women, evaluating satisfaction both early and late in their pregnancy. Found that coping resource and pregnancy decision-making were related to marital satisfaction at both stages. Marital satisfaction remained consistent, both for individuals and for group. Marital satisfaction late in pregnancy was related to…

  14. Strategic collaborative quality management and employee job satisfaction

    PubMed Central

    Mosadeghrad, Ali Mohammad

    2014-01-01

    Background: This study aimed to examine Strategic Collaborative Quality Management (SCQM) impact on employee job satisfaction. Methods: The study presents a case study over six years following the implementation of the SCQM programme in a public hospital. A validated questionnaire was used to measure employees’ job satisfaction. The impact of the intervention was measured by comparing the pre-intervention and post-intervention measures in the hospital. Results: The hospital reported a significant improvement in some dimensions of job satisfaction like management and supervision, organisational policies, task requirement, and working conditions. Conclusion: This paper provides detailed information on how a quality management model implementation affects employees. A well developed, well introduced and institutionalised quality management model can improve employees’ job satisfaction. However, the success of quality management needs top management commitment and stability. PMID:24847482

  15. Listening to Students: Customer Journey Mapping at Birmingham City University Library and Learning Resources

    ERIC Educational Resources Information Center

    Andrews, Judith; Eade, Eleanor

    2013-01-01

    Birmingham City University's Library and Learning Resources' strategic aim is to improve student satisfaction. A key element is the achievement of the Customer Excellence Standard. An important component of the standard is the mapping of services to improve quality. Library and Learning Resources has developed a methodology to map these…

  16. Marketing through Online Leadership to Retain Invisible Customers: Perceptions of Online Students

    ERIC Educational Resources Information Center

    Kibiloski, F. Terry.

    2012-01-01

    This quantitative study examined the relationship between student perceived leadership styles of online university instructors, and the perceived customer satisfaction and retention of online students. Specifically, the four goals of this study were to determine: (a) students' perception of their online instructor's leadership style, (b)…

  17. 77 FR 19673 - Proposed Collection; Comment Request; Generic Clearance To Conduct Voluntary Customer/Partner...

    Federal Register 2010, 2011, 2012, 2013, 2014

    2012-04-02

    ... data collection projects, the National Library of Medicine (NLM), the National Institutes of Health... satisfaction with existing services. Additionally, since 1994, the NLM has been a ``Federal Reinvention... from customers about the design and quality of the services they receive. The NLM provides...

  18. Drawing in industrial customers

    SciTech Connect

    Pittman, R. )

    1994-10-01

    Gas companies have long played a role in attracting businesses to their service territories. Along with railroad companies, utilities were among the first to practice economic development, having established departments for these activities as early as the 1920s. Today, firms that want to expand or relocate sat that utilities are a preferred source of information, offering confidentiality, good service, professionalism and reliable data. One thing industrial customers say they want is energy-cost comparisons among different locations around the country. Another issue important to industrial users is the gas company's pricing method. Finally, US industry has taken careful note of the effects of Federal Energy Regulatory Commission Order 636, which unbundled pipeline services. Industrial customers want the same freedom to choose the service they receive and pay for. At the same time, they want some assurance about the reliability of gas supplies, since gas may be coming from several sources at different contract prices and under different terms.

  19. Partnership with the customer

    NASA Technical Reports Server (NTRS)

    Trachta, Gregory S.

    1992-01-01

    This discussion will recount some historical observations about establishing partnerships with the customer. It suggests that such partnerships are established as the natural evolutionary product of a continuous improvement culture. Those are warm, ethereal terms about a topic that some people think already suffers from an excess of hot air. We will focus on some real-world activities and workplace artifacts to show there are substantive concepts behind the TQM buzzwords.

  20. Role Overload, Job Satisfaction, Leisure Satisfaction, and Psychological Health among Employed Women

    ERIC Educational Resources Information Center

    Pearson, Quinn M.

    2008-01-01

    Role overload, job satisfaction, leisure satisfaction, and psychological health were measured for 155 women who were employed full time. Role overload was negatively correlated with psychological health, job satisfaction, and leisure satisfaction. Job satisfaction and leisure satisfaction were positively correlated with psychological health.…

  1. CERTS customer adoption model

    SciTech Connect

    Rubio, F. Javier; Siddiqui, Afzal S.; Marnay, Chris; Hamachi,Kristina S.

    2000-03-01

    This effort represents a contribution to the wider distributed energy resources (DER) research of the Consortium for Electric Reliability Technology Solutions (CERTS, http://certs.lbl.gov) that is intended to attack and, hopefully, resolve the technical barriers to DER adoption, particularly those that are unlikely to be of high priority to individual equipment vendors. The longer term goal of the Berkeley Lab effort is to guide the wider technical research towards the key technical problems by forecasting some likely patterns of DER adoption. In sharp contrast to traditional electricity utility planning, this work takes a customer-centric approach and focuses on DER adoption decision making at, what we currently think of as, the customer level. This study reports on Berkeley Lab's second year effort (completed in Federal fiscal year 2000, FY00) of a project aimed to anticipate patterns of customer adoption of distributed energy resources (DER). Marnay, et al., 2000 describes the earlier FY99 Berkeley Lab work. The results presented herein are not intended to represent definitive economic analyses of possible DER projects by any means. The paucity of data available and the importance of excluded factors, such as environmental implications, are simply too important to make such an analysis possible at this time. Rather, the work presented represents a demonstration of the current model and an indicator of the potential to conduct more relevant studies in the future.

  2. The relationship between worker satisfaction and productivity in a repetitive industrial task.

    PubMed

    Shikdar, Ashraf A; Das, Biman

    2003-11-01

    The objective of this investigation was to determine the manner by which production standards or goals, performance or production feedback and monetary or wage incentive affected or moderated the relationship between worker satisfaction and productivity in a repetitive production task in a fishing industry. The industrial study was conducted to measure worker satisfaction and productivity under various experimental conditions involving production standards, performance feedback and monetary incentive. Only the participative standard and performance feedback condition affected the worker satisfaction-productivity relationship significantly for the fish-trimming task. The positive correlation coefficient (0.87) for this condition was found to be highly significant. This has an important implication for setting a strategy for achieving higher worker satisfaction and productivity in such an industry. Production standards with feedback generally improved worker satisfaction and productivity. Monetary incentive further improved worker performance but added no incremental satisfaction gain. The incorporation of production standards, performance feedback and monetary incentive affected worker satisfaction and productivity differently and this had an effect on the worker satisfaction-productivity relationship. In an earlier laboratory study, no significant worker satisfaction-productivity relationship was found when subjects (college students) were provided with similar experimental conditions. PMID:14559421

  3. A dual change model of life satisfaction and functioning for individuals with schizophrenia.

    PubMed

    Edmondson, Melissa; Pahwa, Rohini; Lee, Karen Kyeunghae; Hoe, Maanse; Brekke, John S

    2012-08-01

    Despite the notion that increases in functioning should be associated with increases in life satisfaction in schizophrenia, research has often found no association between the two. Dual change models of global and domain-specific life satisfaction and functioning were examined in 145 individuals with schizophrenia receiving community-based services over 12 months. Functioning and satisfaction were measured using the Role Functioning Scale and Satisfaction with Life Scale. Data were analyzed using latent growth curve modeling. Improvement in global life satisfaction was associated with improvement in overall functioning over time. Satisfaction with living situation also improved as independent functioning improved. Work satisfaction did not improve as work functioning improved. Although social functioning improved, satisfaction with social relationships did not. The link between overall functioning and global life satisfaction provides support for a recovery-based orientation to community based psychosocial rehabilitation services. When examining sub-domains, the link between outcomes and subjective experience suggests a more complex picture than previously found. These findings are crucial to interventions and programs aimed at improving functioning and the subjective experiences of consumers recovering from mental illness. Interventions that show improvements in functional outcomes can assume that they will show concurrent improvements in global life satisfaction as well and in satisfaction with independent living. Interventions geared toward improving social functioning will need to consider the complexity of social relationships and how they affect satisfaction associated with personal relationships. Interventions geared towards improving work functioning will need to consider how the quality and level of work affect satisfaction with employment. PMID:22591780

  4. Understanding the Factors That Influence Student Satisfaction with the Undergraduate Business Major

    ERIC Educational Resources Information Center

    Marks, Melanie Beth; Haug, James C.; Huckabee, W. Allen

    2016-01-01

    A survey was administered to undergraduate business students to gain insight into 34 factors influencing satisfaction, divided into curriculum matters, interaction between faculty and students, and activities beyond coursework. Students expressed a desire for experienced faculty, degree customization, and career paths through internships, with…

  5. Austin Community College Management Response to Employee Satisfaction Survey, Spring 2000.

    ERIC Educational Resources Information Center

    Austin Community Coll., TX.

    Findings from an Employee Satisfaction Survey conducted in spring 2000 at Austin Community College (ACC) (Texas) indicate that: (1) staff in many areas need customer service training; (2) telephones are not used effectively by many offices; (3) many areas are not able to respond quickly to the needs of college staff; and (4) 18 highly used areas…

  6. Examining Antecedents of Satisfaction for Marketing/Management Students in Higher Education

    ERIC Educational Resources Information Center

    Fine, Monica B.; Clark, Paul W.

    2013-01-01

    Marketing and management departments preach a continual discourse about the importance of feedback from customers. Yet many business schools do not take the time to develop their own student satisfaction surveys to provide the departments with useful feedback. Business schools are constantly forced to compete with other colleges and often other…

  7. Conflict Management Styles and Job Satisfaction by Organizational Level and Status in a Private University

    ERIC Educational Resources Information Center

    Williams, Irene Ana

    2011-01-01

    Effective handling of conflict can result in effective teamwork and leadership, higher morale, increased productivity, satisfied customers, and satisfied employees. Ineffective conflict management styles in the workplace can lead to low levels of job satisfaction, resulting in high levels of turnover. Research indicates that the economic cost to…

  8. The Influence of Changing Nurse Documentation Practices Have on Patient Satisfaction

    ERIC Educational Resources Information Center

    Blaney, Charon D.

    2012-01-01

    Health care leaders in the 21st century face challenges that stem from issues concerning quality care in a cost efficient environment while maintaining customer satisfaction. Technology has played a vital part in offering more advanced diagnostic and surgical equipment. The proliferation of technology has resulted in documentation at the…

  9. Improving Service Delivery: Investigating the Role of Information Sharing, Job Characteristics, and Employee Satisfaction

    ERIC Educational Resources Information Center

    Bontis, Nick; Richards, David; Serenko, Alexander

    2011-01-01

    Purpose: The purpose of this study is to propose and test a model designed to investigate the impact of job characteristics, employee satisfaction, and information sharing on two key indicators of quality service delivery, such as worker perceptions of their efficiency and customer focus. Design/methodology/approach: During the project, 9,060…

  10. An Examination of Relationships between Psychosocial Satisfaction Scales in an Online Student Learning Environment

    ERIC Educational Resources Information Center

    Bookout, James Marshall, Jr.

    2010-01-01

    Research suggests that students who are satisfied with their learning experiences are typically successful and there is a fundamental theory that suggests if the expectations of students are achieved they will be return customers. This study examined the relationships between the psychosocial satisfaction scales in an online student learning…

  11. Repeat Customer Success in Extension

    ERIC Educational Resources Information Center

    Bess, Melissa M.; Traub, Sarah M.

    2013-01-01

    Four multi-session research-based programs were offered by two Extension specialist in one rural Missouri county. Eleven participants who came to multiple Extension programs could be called "repeat customers." Based on the total number of participants for all four programs, 25% could be deemed as repeat customers. Repeat customers had…

  12. Adopting customers' empowerment and social networks to encourage participations in e-health services.

    PubMed

    Anshari, Muhammad; Almunawar, Mohammad Nabil; Low, Patrick Kim Cheng; Wint, Zaw; Younis, Mustafa Z

    2013-01-01

    The aim of this article is to present an e-health model that embeds empowerment and social network intervention that may extend the role of customers in health care settings. A 25-item Likert-type survey instrument was specifically developed for this study and administered to a sample of 108 participants in Indonesia from October to November 2012. The data were analyzed to provide ideas on how to move forward with the e-health initiative as a means to improve e-health services. The survey revealed that there is a high demand for customers' empowerment and involvement in social networks to improve their health literacy and customer satisfaction. Regardless of the limitations of the study, the participants have responded with great support for the abilities of the prototype systems drawn from the survey. The survey results were used as requirements to develop a system prototype that incorporates the expectations of the people. The prototype (namely Clinic 2.0) was derived from the model and confirmed from the survey. Participants were selected to use the system for three months, after which we measured its impact towards their health literacy and customer satisfaction. The results show that the system intervention through Clinic 2.0 leads to a high level of customer satisfaction and health literacy. PMID:24551960

  13. The happy survivor? Effects of differential mortality on life satisfaction in older age.

    PubMed

    Segerstrom, Suzanne C; Combs, Hannah L; Winning, Ashley; Boehm, Julia K; Kubzansky, Laura D

    2016-06-01

    Older adults report higher psychological well-being than younger adults. Those highest in well-being also have the lowest risk of mortality. If those with lower well-being die earlier, it could affect the appearance of developmental change in well-being. In adults aged 50 and older (N = 4,458), we estimated effects of differential mortality on life satisfaction by imputing life satisfaction, adjusting for attrition due to death, or estimating life satisfaction using pattern-mixture modeling. There was an increase in life satisfaction with age; however, differential mortality affected the elevation of the curve. Observed life satisfaction, particularly above age 70, is affected by differential mortality. (PsycINFO Database Record PMID:27294716

  14. The role of brand trust in male customers' relationship to luxury brands.

    PubMed

    Hur, Won-Moo; Kim, Minsung; Kim, Hanna

    2014-04-01

    This study examined the role of brand trust in customers' luxury brand consumption behavior. Perceived value and brand satisfaction were presented within a framework as antecedents of brand trust, while brand loyalty and brand risk were presented as consequences. A face-to-face survey was administered to a sample (N = 400) of men between 25 and 54 years of age who had purchased luxury brand and non-luxury brand suits within the previous three months. The results showed the greater the hedonic value on brand satisfaction, the greater the influence of brand satisfaction on brand trust, and the greater was the effect of brand trust on brand loyalty for luxury brands as compared with non-luxury brands. Similar patterns are identified between luxury and non-luxury brands for the positive relationship between utilitarian value and brand satisfaction and the negative relationship between brand trust and brand risk. PMID:24897911

  15. Learning and Job Satisfaction. Symposium.

    ERIC Educational Resources Information Center

    2002

    This symposium is comprised of three papers on learning and job satisfaction. "The Relationship Between Workplace Learning and Job Satisfaction in United States Small to Mid-Sized Businesses" (Robert W. Rowden) reports findings that revealed sufficient evidence to conclude that learning is pervasive in the small to mid-sized businesses studied;…

  16. Creating patient satisfaction and loyalty.

    PubMed

    Fisk, T A; Brown, C J; Cannizzaro, K G; Naftal, B

    1990-06-01

    Many hospitals are considering enhanced approaches to patient satisfaction measurement and guest relations--or service management. Some are building in-house satisfaction management systems. Others are evaluating the growing number of systems commercially available for purchase. The authors review the successful design, testing, introduction, and nearly 5-year use of an in-house system. PMID:10105197

  17. Job Satisfaction in Fisheries Compared

    ERIC Educational Resources Information Center

    Pollnac, Richard; Bavinck, Maarten; Monnereau, Iris

    2012-01-01

    This article draws comparative lessons from seven job satisfaction studies on marine capture fishing that were recently carried out in nine countries and three geographical regions--Asia, Africa, and the Caribbean. The seven studies made use of an identical job satisfaction assessment tool and present information on a selection of metiers mainly…

  18. Job Structure and Age Satisfaction

    ERIC Educational Resources Information Center

    Phillips, James S.; And Others

    1978-01-01

    From research findings on job design and redesign, the authors conclude that all individuals may not approve job enrichment programs which may actually decrease job satisfaction. Although job satisfaction may increase with age, individual differences and other variables make research results inconclusive. (MF)

  19. Marital Satisfaction and Marital Stability

    ERIC Educational Resources Information Center

    Lenthall, Gerald

    1977-01-01

    Marital satisfaction is viewed as a function of the comparison between one's marital expectations and one's marital outcome. Marital stability is viewed as a function of the comparison between one's best available marital alternative and one's marital outcome. Hence, marital satisfaction and marital stability can differ. (Author)

  20. Job Satisfaction: An International Overview

    ERIC Educational Resources Information Center

    Thurman, J. E.

    1977-01-01

    An international comparison of job satisfaction levels strongly suggests that the idea of job satisfaction as a gauge of well-being at the workplace should be rejected, but that workers' reactions to aspects of their jobs may be meaningful. The article presents data from national surveys of managers, workers, and trade unions to explain this…

  1. Young Children and Job Satisfaction.

    ERIC Educational Resources Information Center

    Hanson, Sandra L.; Sloane, Douglas M.

    1992-01-01

    Used data from General Social Surveys to examine effect of young children on job satisfaction of men and women. Findings suggest that young children have no effect on job satisfaction of male or female workers regardless of time period, work status, or marital status. This was true for women working in labor market as well as in home. (Author/NB)

  2. Perspectives on User Satisfaction Surveys.

    ERIC Educational Resources Information Center

    Cullen, Rowena

    2001-01-01

    Discusses academic libraries, digital environments, increasing competition, the relationship between service quality and user satisfaction, and user surveys. Describes the SERVQUAL model that measures service quality and user satisfaction in academic libraries; considers gaps between user expectations and managers' perceptions of user…

  3. To Customize or Not to Customize? Exploring Science Teacher Customization in an Online Lesson Portal

    ERIC Educational Resources Information Center

    Littenberg-Tobias, Joshua; Beheshti, Elham; Staudt, Carolyn

    2016-01-01

    New technologies are increasingly giving science teachers the ability to access and customize science lessons. However, there is substantial debate in the literature about whether and under what conditions teacher customization benefit student learning. In this study, we examined teacher customization of inquiry-based science lessons from an…

  4. Relating Training to Job Satisfaction: A Survey of Online Faculty Members

    ERIC Educational Resources Information Center

    Hoekstra, Brian

    2014-01-01

    The purpose of this study was to determine whether training affected the job satisfaction reported by online faculty members. A convenience sample of 492 Iowa Community College Online Consortium (ICCOC) faculty members were invited to participate in a quantitative survey, and 148 responded. Overall Job Satisfaction was operationalized through the…

  5. Economic, Social, and Cultural Determinants of Life Satisfaction: Are There Differences between Asia and Europe?

    ERIC Educational Resources Information Center

    Jagodzinski, Wolfgang

    2010-01-01

    This paper investigates the influence of the economic, social, and cultural variables on life satisfaction in Asia and Europe. The second section sets a unifying theoretical framework for all three domains by defining life satisfaction as a function of aspirations and expectations which in turn are affected by micro- and macro-level variables. On…

  6. Analysing Users' Satisfaction with E-Learning Using a Negative Critical Incidents Approach

    ERIC Educational Resources Information Center

    Chen, Nian-Shing; Lin, Kan-Min; Kinshuk

    2008-01-01

    One critical success factor for e-learning is learners' satisfaction with it. This is affected by both positive and negative experiences in a learning process. This paper examines the impact of such critical incidents on learners' satisfaction in e-learning. In particular, frequent occurrence of negative critical incidents has significant…

  7. Work, Productivity, and Job Satisfaction. An Evaluation of Policy-Related Research.

    ERIC Educational Resources Information Center

    Katzell, Raymond A.; And Others

    This report is a multi-disciplinary evaluation of policy-related research (which met relatively high standards of scientific validity) dealing with features of work affecting both the productivity and job satisfaction of employees. Its purpose is to determine whether and how worker job satisfaction and productivity together may be enhanced by…

  8. Effect of Time Management Program on Job Satisfaction for Head Nurses

    ERIC Educational Resources Information Center

    Elsabahy, Hanan ELsayed; Sleem, Wafaa Fathi; El Atroush, Hala Gaber

    2015-01-01

    Background: Time management and job satisfaction all related to each other and greatly affect success of organization. Subjects and Methods: The study aimed to evaluate the efficacy of a designed program of time management on job satisfaction for head nurses. A Quasi-experimental design was used for a total number of head nurses participated. Two…

  9. The Determinants of the Post-Adoption Satisfaction of Educators with an E-Learning System

    ERIC Educational Resources Information Center

    Islam, A. K. M. Najmul

    2011-01-01

    This paper examines factors that influence the post-adoption satisfaction of educators with e-learning systems. Based on the expectation-confirmation framework, we propose a research model that demonstrates how post-adoption beliefs affect post-adoption satisfaction. The model was tested at a university by educators (n = 175) who use an e-learning…

  10. Assessing Quality in Higher Education: New Criteria for Evaluating Students' Satisfaction

    ERIC Educational Resources Information Center

    Zineldin, Mosad; Akdag, Hatice Camgoz; Vasicheva, Valentina

    2011-01-01

    The aim of this research is to present a new quality assurance model (5Qs) and to examine the major factors affecting students' perception of cumulative satisfaction. The model includes behavioural dimensions of student satisfaction. The factors included in this cumulative summation are technical, functional, infrastructure, interaction and…

  11. Teacher Morale and Job Satisfaction in the State of New Jersey

    ERIC Educational Resources Information Center

    Bagolie, Rosaura

    2012-01-01

    This study explored factors that affect teacher morale and job satisfaction in New Jersey's reform environment. This study was conducted to determine if a statistically significant correlation exists between teacher morale and job satisfaction in the state of New Jersey and whether the proposed reforms to pension, benefits, and tenure have…

  12. Relationships among Adolescents' Leisure Motivation, Leisure Involvement, and Leisure Satisfaction: A Structural Equation Model

    ERIC Educational Resources Information Center

    Chen, Ying-Chieh; Li, Ren-Hau; Chen, Sheng-Hwang

    2013-01-01

    The purpose of this cross-sectional study was to test a cause-and-effect model of factors affecting leisure satisfaction among Taiwanese adolescents. A structural equation model was proposed in which the relationships among leisure motivation, leisure involvement, and leisure satisfaction were explored. The study collected data from 701 adolescent…

  13. An Analysis on the Relationship between Lecturers' Competencies and Students' Satisfaction

    ERIC Educational Resources Information Center

    Long, Choi Sang; Ibrahim, Zaiton; Kowang, Tan Owee

    2014-01-01

    This study aims at determining the impact of lecturers' competencies on students' satisfaction in a private college in Malaysia. Attaining student satisfaction is one of the most critical objectives in all institutions of higher learning. Institutions that fails to do so will definitely affect their reputation and students' intake in future.…

  14. The Relevance of Relationship Satisfaction and Continuation to the Gender Symmetry Debate

    ERIC Educational Resources Information Center

    Ackerman, Jeffrey M.

    2012-01-01

    In prior research, Ackerman and Field (2011) found that intimate partner violence (IPV) affects the relationship satisfaction of females more than the relationship satisfaction of males. The current research replicated those findings on a different sample of men and women. In addition to confirming past findings, it also found that gendered…

  15. Beyond Job Satisfaction: A Five-Year Prospective Analysis of the Dispositional Approach to Work Attitudes

    ERIC Educational Resources Information Center

    Bowling, Nathan A.; Beehr, Terry A.; Lepisto, Lawrence R.

    2006-01-01

    Mounting evidence indicates a dispositional component to global job satisfaction. Unfortunately, however, relatively little attention has been given to the potential effects of dispositions on work-related attitudes other than global job satisfaction. We used a five-year prospective design to investigate the relationships of affective disposition…

  16. Service Satisfaction: The Case of a Higher Learning Institution in Malaysia

    ERIC Educational Resources Information Center

    Jalali, AliReza; Islam, Md. Aminul; Ariffin, Ku Halim Ku

    2011-01-01

    This research attempted to find out factors that affect students' satisfaction in a higher learning Institution. The students were randomly selected from degree, masters and PhD programs to evaluate the level of students' satisfaction. The primary data source was a questionnaire that was distributed to the students. The researchers collected 165…

  17. The Hospital Work Environment And Job Satisfaction of Newly Licensed Registered Nurses.

    PubMed

    Unruh, Lynn; Zhang, Ning Jackie

    2014-01-01

    In prior studies, newly licensed registered nurses (NLRNs) described their job as being stressful. Little is known about how the hospital work environment affects their job satisfaction. A random sample of NLRNs were surveyed to assess the influence of hospital work environment on job satisfaction. Perceptions of greater job difficulty, job demands, and patient load were significantly related to lower job satisfaction. In contrast, being White, working 12-hour shifts, working more hours, and having more job control, greater professional tenure, and a perception of a better initial orientation were significantly related to higher job satisfaction. PMID:26267960

  18. Buffering the negative effects of employee surface acting: the moderating role of employee-customer relationship strength and personalized services.

    PubMed

    Wang, Karyn L; Groth, Markus

    2014-03-01

    The impact of emotional labor on customer outcomes is gaining considerable attention in the literature, with research suggesting that the authenticity of emotional displays may positively impact customer outcomes. However, research investigating the impact of more inauthentic emotions on service delivery outcomes is mixed (see Chi, Grandey, Diamond, & Krimmel, 2011). This study explores 2 potential reasons for why the service outcomes of inauthentic emotions are largely inconsistent: the impact of distinct surface acting strategies and the role of service delivery context. Drawing on social-functional theories of emotions, we surveyed 243 dyads of employees and customers from a wide variety of services to examine the links between employee surface acting and customer service satisfaction, and whether this relationship is moderated by relationship strength and service personalization. Our findings suggest that faking positive emotions has no bearing on service satisfaction, but suppressing negative emotions interacts with contextual factors to predict customers' service satisfaction, in line with social-functional theories of emotions. Specifically, customers who know the employee well are less sensitive to the negative effects of suppressed negative emotions, and customers in highly personalized service encounters are more sensitive to the negative effects of suppressed negative emotions. We conclude with a discussion of theoretical and practical implications. PMID:24079672

  19. Hearing Aid Satisfaction: What Does Research from the Past 20 Years Say?

    PubMed Central

    Wong, Lena L. N.; Hickson, Louise; McPherson, Bradley

    2003-01-01

    Hearing aid satisfaction is a pleasurable emotional experience as an outcome of an evaluation of performance. Many tools have been designed to measure the degree of satisfaction overall, or along the dimensions of cost, appearance, acoustic benefit, comfort, and service. Various studies have used these tools to examine the relationships between satisfaction and other factors. Findings are not always consistent across studies, but in general, hearing aid satisfaction has been found to be related to experience, expectation, personality and attitude, usage, type of hearing aids, sound quality, listening situations, and problems in hearing aid use. Inconsistent findings across studies and difficulties in evaluating the underlying relationships are probably caused by problems with the tools (eg, lack of validity) and the methods used to evaluate relationships (eg, correlation analyses evaluate association and not causal effect). Whether satisfaction changes over time and how service satisfaction contributes to device satisfaction are unclear. It is hoped that this review will help readers understand current satisfaction measures, how various factors affect satisfaction, and how the way satisfaction is measured may be improved to yield more reliable and valid data. PMID:15004650

  20. Satisfaction with Life in Orofacial Pain Disorders: Associations and Theoretical Implications

    PubMed Central

    Boggero, Ian A.; Rojas-Ramirez, Marcia V.; de Leeuw, Reny; Carlson, Charles R.

    2016-01-01

    Aims To test if patients with masticatory myofascial pain, local myalgia, centrally mediated myalgia, disc displacement, capsulitis/synovitis, or continuous neuropathic pain differed in self-reported satisfaction with life. The study also tested if satisfaction with life was similarly predicted by measures of physical, emotional, and social functioning across disorders. Methods Satisfaction with life, fatigue, affective distress, social support, and pain data were extracted from the medical records of 343 patients seeking treatment for chronic orofacial pain. Patients were grouped by primary diagnosis assigned following their initial appointment. Satisfaction with life was compared between disorders, with and without pain intensity entered as a covariate. Disorder-specific linear regression models using physical, emotional, and social predictors of satisfaction with life were computed. Results Patients with centrally mediated myalgia reported significantly lower satisfaction with life than did patients with any of the other five disorders. Inclusion of pain intensity as a covariate weakened but did not eliminate the effect. Satisfaction with life was predicted by measures of physical, emotional, and social functioning, but these associations were not consistent across disorders. Conclusions Results suggest that reduced satisfaction with life in patients with centrally mediated myalgia is not due only to pain intensity. There may be other factors that predispose people to both reduced satisfaction with life and centrally mediated myalgia. Furthermore, the results suggest that satisfaction with life is differentially influenced by physical, emotional, and social functioning in different orofacial pain disorders. PMID:27128473