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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. 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.

  8. 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…

  9. 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.

  10. 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

  11. The silent customers: measuring customer satisfaction in nursing homes.

    PubMed

    Kleinsorge, I K; Koenig, H F

    1991-12-01

    Nursing home administrators concerned with customer satisfaction and quality of care need a tool to assess and monitor ongoing satisfaction of nursing home residents and family members. The authors report a preliminary effort to develop such a survey using focus groups. PMID:10115898

  12. The silent customers: measuring customer satisfaction in nursing homes.

    PubMed

    Kleinsorge, I K; Koenig, H F

    1991-12-01

    Nursing home administrators concerned with customer satisfaction and quality of care need a tool to assess and monitor ongoing satisfaction of nursing home residents and family members. The authors report a preliminary effort to develop such a survey using focus groups.

  13. 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…

  14. 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...

  15. 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…

  16. 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...

  17. 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...

  18. 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 SERVICE § 801.4 Customer satisfaction measures. The customer satisfaction goals and... may be employed to gather data regarding customer satisfaction. Information to measure...

  19. 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. 11.203 Section 11.203 Federal Acquisition Regulations System FEDERAL ACQUISITION REGULATION ACQUISITION PLANNING DESCRIBING AGENCY NEEDS Using and Maintaining Requirements Documents 11.203 Customer...

  20. 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. 11.203 Section 11.203 Federal Acquisition Regulations System FEDERAL ACQUISITION REGULATION ACQUISITION PLANNING DESCRIBING AGENCY NEEDS Using and Maintaining Requirements Documents 11.203 Customer...

  1. 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.

  2. 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.

  3. 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

  4. 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.

  5. 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...

  6. 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.

  7. 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

  8. 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

  9. 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.

  10. 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

  11. 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.

  12. [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

  13. 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.

  14. Managers' perceptions of customers' satisfactions with their hospital cafeteria services.

    PubMed

    Johnston, C M; Upton, E M

    1991-01-01

    It is important that hospital cafeterias deliver products that create customer satisfaction so that financial objectives are met. An exploratory descriptive survey of 12 selected hospital cafeterias used a self-administered questionnaire to determine how satisfied customers were with services provided. It also asked cafeteria managers to give their perceptions of their customers' relative satisfaction/dissatisfaction with the service. Principal components analysis, followed by varimax rotation, identified four underlying constructs of the 15 pre-selected foodservice characteristics used to measure relative satisfaction. A multiple regression model, controlling for country, hospital size and customer demographics, in which the dependent variable was overall rating, found that the independent variables, the underlying rating constructs--food and service--made a much greater impact on overall rating than environment and accessibility. Most cafeteria managers' predictions about their customers' satisfaction were within two standard deviations of their customers' mean scores of satisfaction. While the managers' close association with their service may have accounted for this, it does not necessarily follow that they have the power to implement policy and product improvements. PMID:10111595

  15. The metaphor of patients as customers: implications for measuring satisfaction.

    PubMed

    Hudak, Pamela L; McKeever, Patricia; Wright, James G

    2003-02-01

    The use of satisfaction surveys in health care reflects the current tendency to think metaphorically of patients as "customers." This article reflects critically on the logic underlying this metaphor because metaphors are integral to the meaning of concepts. We argue that because the metaphor works differently when considering satisfaction with the process of care and satisfaction with treatment outcome, there are theoretical reasons for assessing these concepts from different perspectives. It seems reasonable to ask patients to rate their satisfaction with the processes of care or services received (e.g., hospital food, the physical environment) in much the same way they would rate services received at a repair shop or restaurant. When evaluating satisfaction with treatment outcome, however, the customer metaphor is problematic because the body is made an object when it is conceived of as the repairable possession of a customer. We conclude that measures of satisfaction with treatment outcome should be based on the assumption that rather than having bodies, people are embodied. Hence, the validity of satisfaction with treatment outcome would be enhanced by questions about psychologic, social, and experiental aspects of treatment outcome. PMID:12654403

  16. The metaphor of patients as customers: implications for measuring satisfaction.

    PubMed

    Hudak, Pamela L; McKeever, Patricia; Wright, James G

    2003-02-01

    The use of satisfaction surveys in health care reflects the current tendency to think metaphorically of patients as "customers." This article reflects critically on the logic underlying this metaphor because metaphors are integral to the meaning of concepts. We argue that because the metaphor works differently when considering satisfaction with the process of care and satisfaction with treatment outcome, there are theoretical reasons for assessing these concepts from different perspectives. It seems reasonable to ask patients to rate their satisfaction with the processes of care or services received (e.g., hospital food, the physical environment) in much the same way they would rate services received at a repair shop or restaurant. When evaluating satisfaction with treatment outcome, however, the customer metaphor is problematic because the body is made an object when it is conceived of as the repairable possession of a customer. We conclude that measures of satisfaction with treatment outcome should be based on the assumption that rather than having bodies, people are embodied. Hence, the validity of satisfaction with treatment outcome would be enhanced by questions about psychologic, social, and experiental aspects of treatment outcome.

  17. Quality assessment in nursing home facilities: measuring customer satisfaction.

    PubMed

    Mostyn, M M; Race, K E; Seibert, J H; Johnson, M

    2000-01-01

    A national study designed to assess the reliability and validity of a nursing home customer satisfaction survey is summarized. One hundred fifty-nine facilities participated, each responsible for the distribution and collection of 200 questionnaires randomly sent to the home of the resident's responsible party. A total of 9053 completed questionnaires were returned, for an average adjusted response rate of 53%. The factor analysis identified 4 scales: Comfort and Cleanliness, Nursing, Food Services, and Facility Care and Services, each with high reliability. Based on a multiple regression analysis, the scales were shown to have good criterion-related validity, accounting for 64% of the variance in overall quality ratings. Comparisons based on select characteristics indicated significantly different satisfaction ratings among facilities. The results are interpreted as providing evidence for the construct validity of a multidimensional customer satisfaction scale with measured reliability and criterion-related validity. Moreover, the scale can be used to differentiate satisfaction levels among facilities. PMID:10763218

  18. Quality assessment in nursing home facilities: measuring customer satisfaction.

    PubMed

    Mostyn, M M; Race, K E; Seibert, J H; Johnson, M

    2000-01-01

    A national study designed to assess the reliability and validity of a nursing home customer satisfaction survey is summarized. One hundred fifty-nine facilities participated, each responsible for the distribution and collection of 200 questionnaires randomly sent to the home of the resident's responsible party. A total of 9053 completed questionnaires were returned, for an average adjusted response rate of 53%. The factor analysis identified 4 scales: Comfort and Cleanliness, Nursing, Food Services, and Facility Care and Services, each with high reliability. Based on a multiple regression analysis, the scales were shown to have good criterion-related validity, accounting for 64% of the variance in overall quality ratings. Comparisons based on select characteristics indicated significantly different satisfaction ratings among facilities. The results are interpreted as providing evidence for the construct validity of a multidimensional customer satisfaction scale with measured reliability and criterion-related validity. Moreover, the scale can be used to differentiate satisfaction levels among facilities.

  19. 76 FR 71997 - Proposed Renewal of Information Collection: 1090-0008 American Customer Satisfaction Index (ACSI...

    Federal Register 2010, 2011, 2012, 2013, 2014

    2011-11-21

    ... Satisfaction Index (ACSI) E-Government Web Site Customer Satisfaction Surveys AGENCY: National Business Center...@nbc.gov . Individuals providing comments should reference Web site Customer Satisfaction Surveys. FOR... required to obtain a benefit. Title: American Customer Satisfaction Index (ACSI) E-Government Web...

  20. Measuring Customer Satisfaction in Higher Education.

    ERIC Educational Resources Information Center

    Aldridge, Susan; Rowley, Jennifer

    1998-01-01

    A student satisfaction survey in a British college used input from the student charter and delivered questionnaires on paper at one campus (289 responses) and through an intranet at another (71 responses). Issues identified were embedded in the college's quality framework. (SK)

  1. 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…

  2. 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.

  3. 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…

  4. 75 FR 65040 - Submission for Review: Customer Satisfaction Surveys, OMB Control No. 3206-0236

    Federal Register 2010, 2011, 2012, 2013, 2014

    2010-10-21

    ... customers to evaluate our performance in providing services. Customer satisfaction surveys are valuable... 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....

  5. 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…

  6. 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…

  7. 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…

  8. 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.

  9. 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

  10. 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

    ... From the Federal Register Online via the Government Publishing Office DEPARTMENT OF HOUSING AND URBAN DEVELOPMENT 10-Day Notice of Proposed Information Collection: Generic Customer Satisfaction... Customer Satisfaction Surveys Physical Inspection Alignment Pilot Program--Expansion Announcement....

  11. Quality and customer satisfaction: A case study in Brazil

    NASA Astrophysics Data System (ADS)

    Barcellos, Paulo Fernando Pinto

    The dissertation deals with the case of CEEE-Companhia Estadual de Energia Eletrica, an electric power utility located in Rio Grande do Sul, the southernmost state of Brazil. Customer satisfaction with the services provided by CEEE is investigated within three groups of consumers: residential, commercial, and industrial. The purpose of the dissertation is to find answers to the following research questions: (1) What is service quality in public utilities, and particularly in an electric power company? (2) What service quality dimensions do customers want to be provided and favor the most? (3) How does the market measure service quality? (4) What should be done by companies, and particularly by an electric utility monopoly, to increase the performance of the rendered service? (5) How does this impact customer satisfaction, retention, and intention to recommend? and (6) How do we start a company-wide quality program provided that the resources are scarce and therefore priorities should be set forth? To investigate the posed questions, the study begins with an exploratory survey of CEEE's Board. The survey is followed by qualitative research of the three customer groups. After qualitative analysis of the data is concluded, questionnaires for the quantitative research, as well as hypothetical models, are developed. Dillman's "Total Design Method" is used to design the questionnaires. The basic ACSI (American Customer Satisfaction Model) is used to approach customer satisfaction. Data are processed by PLS (Partial Least Squares) which follows the procedure developed at the National Quality Research Center of the University of Michigan Business School. In summary, commercial customers are the most dissatisfied with the services provided by CEEE, while residential customers are the most satisfied. To improve quality, priority should be placed on commercial customers and include efforts to improve productivity gains throughout the company. Also, CEEE's image should be

  12. 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...

  13. 49 CFR 579.5 - Notices, bulletins, customer satisfaction campaigns, consumer advisories, and other communications.

    Code of Federal Regulations, 2010 CFR

    2010-10-01

    ... 49 Transportation 7 2010-10-01 2010-10-01 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...

  14. 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

    ... Satisfaction Surveys AGENCY: Office of the Chief Information Officer, HUD. ACTION: Notice. SUMMARY: The... 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...

  15. 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.

  16. 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

  17. 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

  18. 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

  19. 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.

  20. An empirical research on customer satisfaction study: a consideration of different levels of performance.

    PubMed

    Lee, Yu-Cheng; Wang, Yu-Che; Lu, Shu-Chiung; Hsieh, Yi-Fang; Chien, Chih-Hung; Tsai, Sang-Bing; Dong, Weiwei

    2016-01-01

    Customer satisfaction is the key factor for successful and depends highly on the behaviors of frontline service providers. Customers should be managed as assets, and that customers vary in their needs, preferences, and buying behavior. This study applied the Taiwan Customer Satisfaction Index model to a tourism factory to analyze customer satisfaction and loyalty. We surveyed 242 customers served by one tourism factory organizations in Taiwan. A partial least squares was performed to analyze and test the theoretical model. The results show that perceived quality had the greatest influence on the customer satisfaction for satisfied and dissatisfied customers. In addition, in terms of customer loyalty, the customer satisfaction is more important than image for satisfied and dissatisfied customers. The contribution of this paper is to propose two satisfaction levels of CSI models for analyzing customer satisfaction and loyalty, thereby helping tourism factory managers improve customer satisfaction effectively. Compared with traditional techniques, we believe that our method is more appropriate for making decisions about allocating resources and for assisting managers in establishing appropriate priorities in customer satisfaction management. PMID:27652150

  1. An empirical research on customer satisfaction study: a consideration of different levels of performance.

    PubMed

    Lee, Yu-Cheng; Wang, Yu-Che; Lu, Shu-Chiung; Hsieh, Yi-Fang; Chien, Chih-Hung; Tsai, Sang-Bing; Dong, Weiwei

    2016-01-01

    Customer satisfaction is the key factor for successful and depends highly on the behaviors of frontline service providers. Customers should be managed as assets, and that customers vary in their needs, preferences, and buying behavior. This study applied the Taiwan Customer Satisfaction Index model to a tourism factory to analyze customer satisfaction and loyalty. We surveyed 242 customers served by one tourism factory organizations in Taiwan. A partial least squares was performed to analyze and test the theoretical model. The results show that perceived quality had the greatest influence on the customer satisfaction for satisfied and dissatisfied customers. In addition, in terms of customer loyalty, the customer satisfaction is more important than image for satisfied and dissatisfied customers. The contribution of this paper is to propose two satisfaction levels of CSI models for analyzing customer satisfaction and loyalty, thereby helping tourism factory managers improve customer satisfaction effectively. Compared with traditional techniques, we believe that our method is more appropriate for making decisions about allocating resources and for assisting managers in establishing appropriate priorities in customer satisfaction management.

  2. 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.

  3. 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.

  4. 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.

  5. 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... direct payment procedure pursuant to section 10 of the Act, in satisfaction of a claim based...

  6. 75 FR 38775 - Proposed Information Collection; Comment Request; Generic Clearance for Customer Satisfaction...

    Federal Register 2010, 2011, 2012, 2013, 2014

    2010-07-06

    ... Satisfaction Research AGENCY: U.S. Census Bureau. ACTION: Notice. SUMMARY: The Department of Commerce, as part... 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...

  7. 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... direct payment procedure pursuant to section 10 of the Act, in satisfaction of a claim based...

  8. 78 FR 69643 - Proposed Information Collection; Comment Request; Generic Clearance for Customer Satisfaction...

    Federal Register 2010, 2011, 2012, 2013, 2014

    2013-11-20

    ... Satisfaction Research AGENCY: U.S. Census Bureau, Commerce. ACTION: Notice. SUMMARY: The Department of Commerce... 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...

  9. 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.…

  10. 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.

  11. 75 FR 35093 - Submission for Review: Customer Satisfaction Surveys, OMB Control No. 3206-0236.

    Federal Register 2010, 2011, 2012, 2013, 2014

    2010-06-21

    ... performance in providing services. Customer satisfaction surveys are valuable tools to gather information from our customers so we can design and implement new ways to improve our service to meet their needs. This... MANAGEMENT Submission for Review: Customer Satisfaction Surveys, OMB Control No. 3206-0236. AGENCY:...

  12. 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

  13. 75 FR 55303 - Proposed Information Collection; Comment Request; Commercial Service Annual Customer Satisfaction...

    Federal Register 2010, 2011, 2012, 2013, 2014

    2010-09-10

    ...: Client service principles, export assistance services and business practices. The Annual Customer... International Trade Administration Proposed Information Collection; Comment Request; Commercial Service Annual Customer Satisfaction Survey AGENCY: International Trade Administration. ACTION: Notice. SUMMARY:...

  14. 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…

  15. 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....

  16. 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...

  17. 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...

  18. 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-...

  19. 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...

  20. 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 12, 2013. ADDRESSES: Submit comments identified by Information Collection 3090- 00xx;...

  1. Personality Polygenes, Positive Affect, and Life Satisfaction.

    PubMed

    Weiss, Alexander; Baselmans, Bart M L; Hofer, Edith; Yang, Jingyun; Okbay, Aysu; Lind, Penelope A; Miller, Mike B; Nolte, Ilja M; Zhao, Wei; Hagenaars, Saskia P; Hottenga, Jouke-Jan; Matteson, Lindsay K; Snieder, Harold; Faul, Jessica D; Hartman, Catharina A; Boyle, Patricia A; Tiemeier, Henning; Mosing, Miriam A; Pattie, Alison; Davies, Gail; Liewald, David C; Schmidt, Reinhold; De Jager, Philip L; Heath, Andrew C; Jokela, Markus; Starr, John M; Oldehinkel, Albertine J; Johannesson, Magnus; Cesarini, David; Hofman, Albert; Harris, Sarah E; Smith, Jennifer A; Keltikangas-Järvinen, Liisa; Pulkki-Råback, Laura; Schmidt, Helena; Smith, Jacqui; Iacono, William G; McGue, Matt; Bennett, David A; Pedersen, Nancy L; Magnusson, Patrik K E; Deary, Ian J; Martin, Nicholas G; Boomsma, Dorret I; Bartels, Meike; Luciano, Michelle

    2016-10-01

    Approximately half of the variation in wellbeing measures overlaps with variation in personality traits. Studies of non-human primate pedigrees and human twins suggest that this is due to common genetic influences. We tested whether personality polygenic scores for the NEO Five-Factor Inventory (NEO-FFI) domains and for item response theory (IRT) derived extraversion and neuroticism scores predict variance in wellbeing measures. Polygenic scores were based on published genome-wide association (GWA) results in over 17,000 individuals for the NEO-FFI and in over 63,000 for the IRT extraversion and neuroticism traits. The NEO-FFI polygenic scores were used to predict life satisfaction in 7 cohorts, positive affect in 12 cohorts, and general wellbeing in 1 cohort (maximal N = 46,508). Meta-analysis of these results showed no significant association between NEO-FFI personality polygenic scores and the wellbeing measures. IRT extraversion and neuroticism polygenic scores were used to predict life satisfaction and positive affect in almost 37,000 individuals from UK Biobank. Significant positive associations (effect sizes <0.05%) were observed between the extraversion polygenic score and wellbeing measures, and a negative association was observed between the polygenic neuroticism score and life satisfaction. Furthermore, using GWA data, genetic correlations of -0.49 and -0.55 were estimated between neuroticism with life satisfaction and positive affect, respectively. The moderate genetic correlation between neuroticism and wellbeing is in line with twin research showing that genetic influences on wellbeing are also shared with other independent personality domains. PMID:27546527

  2. 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

  3. 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

  4. 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.

  5. 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…

  6. 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

  7. Listening to the customer: implementing a patient satisfaction measurement system.

    PubMed

    Cohen, L; Delaney, P; Boston, P

    1994-01-01

    Patient satisfaction is an important issue in positioning ambulatory medical services. An effective patient satisfaction measurement program not only helps hospital managers improve the quality of clinical and administrative activities, but also helps the hospital remain viable in increasingly competitive markets. A method for the design and measurement of patient satisfaction with outpatient Endoscopy Lab services is described in this article. The survey focuses on the sequence of events experienced by the patient. Outcome measures of primary interest include global patient satisfaction and the likelihood of using the service again if given a choice. Analysis of patient responses shows that global satisfaction with the outpatient experience is positively associated with service return intention. Additional analysis shows that facility cleanliness, privacy and nurse attention are most strongly associated with global patient satisfaction. Results underscore the importance of various service attributes on patient satisfaction and return intention and of the need to further expand the uses of patient satisfaction measurement in the outpatient Endoscopy Lab.

  8. 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 Survey) Under OMB Review AGENCY: Board of Veterans' Appeals, Department of Veterans Affairs. ACTION... notice announces that the Board of Veterans' Appeals (BVA), Department of Veterans Affairs, will...

  9. 76 FR 70827 - Proposed Information Collection (Board of Veterans' Appeals Customer Satisfaction With Hearing...

    Federal Register 2010, 2011, 2012, 2013, 2014

    2011-11-15

    ... AFFAIRS Proposed Information Collection (Board of Veterans' Appeals Customer Satisfaction With Hearing Survey Card) Activity; Comment Request AGENCY: Board of Veterans' Appeals, Department of Veterans Affairs. ACTION: Notice. SUMMARY: The Board of Veterans' Appeals (BVA), Department of Veterans Affairs (VA),...

  10. [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.

  11. 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

  12. 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

  13. 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.

  14. 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…

  15. [Customer satisfaction study in two roman hospitals: comparison between "cook & serve" and "cook & chill"].

    PubMed

    Perata, E; Ferrari, P; Tarsitani, G

    2005-01-01

    We studied patient's satisfaction rate for hospital dishes comparing "cook & chill" method with "cook & serve". As principal instrument we used a comparative questionnaire, anonymous and self-compiled, which is able to evaluate the differences of customer satisfaction's rate between the two methods. PMID:16523715

  16. 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…

  17. 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

  18. Satisfaction Guaranteed. Customers Speak out on Displaced Homemaker and Single Parent Services. A Report on the Findings of a National Customer Satisfaction Assessment.

    ERIC Educational Resources Information Center

    Women Work! The National Network for Women's Employment, Washington, DC.

    A national survey examined customer satisfaction with displaced homemaker and single parent services across the United States. In April 1994, questionnaires were sent to approximately 1,360 local displaced homemaker and single parent programs. Approximately 235 programs (representing 47 states) choosing to participate (a 17.3% participation rate)…

  19. Keeping the customer satisfied: issues in the interpretation and use of patient satisfaction surveys.

    PubMed

    Scott, A; Smith, R D

    1994-12-01

    Patient satisfaction and customer focus are increasingly important objectives set for health services. The patient satisfaction survey is becoming the main method of assessing this aspect of health care. In competitive environments, those institutions that show that they respond to consumers' needs are in a better position to attract funding. The use of patient satisfaction surveys in quality assurance-type activities is also increasing. In these contexts, however, the way in which patient satisfaction surveys should be interpreted and used to maximise the satisfaction of patients has received little critical attention. Problems in interpreting the results of satisfaction surveys arise from the weak conceptual foundation of patient satisfaction, which has been well documented in the literature. The objective of this paper is to show that using current formulations of patient satisfaction surveys in quality assurance-type activities and competitive environments may not lead to the maximisation of patients' satisfaction with health services. If the satisfaction of patients is to be maximised then it is necessary to extend the current conceptual basis of patient satisfaction to recognise explicitly the decision-making contexts in which the results will be used. This paper identifies the manner by which this extension should occur by considering some of the problems and pitfalls of interpreting and using the results of surveys to maximise patients' satisfaction.

  20. 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

  1. 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…

  2. 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

  3. 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.

  4. 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

  5. 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.

  6. [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

  7. 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

  8. 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

  9. 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.

  10. 75 FR 3539 - Agency Information Collection (NCA Customer Satisfaction Surveys (Headstone/Marker)) Activity...

    Federal Register 2010, 2011, 2012, 2013, 2014

    2010-01-21

    ... No. 2900- 0571.'' SUPPLEMENTARY INFORMATION: Title: Generic Clearance for NCA, and IG Customer Satisfaction Surveys. OMB Control Number: 2900-0571. Type of Review: Extension of a currently approved... agency may not conduct or sponsor, and a person is not required to respond to a collection of...

  11. 78 FR 38809 - Agency Information Collection (NCA Customer Satisfaction Surveys (Headstone/Marker)) Activity...

    Federal Register 2010, 2011, 2012, 2013, 2014

    2013-06-27

    ....'' SUPPLEMENTARY INFORMATION: Title: Generic Clearance for NCA, and IG Customer Satisfaction Surveys. OMB Control Number: 2900-0571. Type of Review: Revision of a currently approved collection. Abstract: Executive Order..., and a person is not required to respond to a collection of information unless it displays a...

  12. 78 FR 21008 - Proposed Information Collection (NCA Customer Satisfaction Surveys (Headstone/Marker) Activity...

    Federal Register 2010, 2011, 2012, 2013, 2014

    2013-04-08

    ... Register concerning each proposed collection of information, including each proposed extension of a... conduct ] or sponsor. This request for comment is being made pursuant to Section 3506(c)(2)(A) of the PRA... information technology. Title: Generic Clearance for NCA, and IG Customer Satisfaction Surveys. OMB...

  13. 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 and Opinion Surveys and Focus Group Interviews AGENCY: United States Mint, Treasury. ACTION: Notice...)). Currently, the United States Mint, a bureau of the Department of the Treasury, is soliciting comments on...

  14. 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 Revision to Currently Approved Information Collection: Comment Request for Customer Satisfaction and Opinion Surveys and Focus Group Interviews AGENCY: United States Mint, Treasury. ACTION...)). Currently, the United States Mint, a bureau of the Department of the Treasury, is soliciting comments on...

  15. 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…

  16. 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…

  17. 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…

  18. 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…

  19. 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

  20. 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

  1. A Review of Affecting Factors on Sexual Satisfaction in Women

    PubMed Central

    Shahhosseini, Zohreh; Gardeshi, Zeinab Hamzeh; Pourasghar, Mehdi; Salehi, Fariba

    2014-01-01

    Background: Sex is a complex, important and sensitive issue in human being and interwoven with the whole of human existence. Given the serious changes in attitude, function and behavior in sex, the need to address sexual function, especially sexual satisfaction, is felt completely. Sexual satisfaction has a very important role in creating marital satisfaction and any defect in sexual satisfaction is significantly associated with risky sexual behaviors, serious mental illness, social crimes and ultimately divorce. Aim: The aim of this study was to explore affecting factors on sexual satisfaction in women based on an overview in scientific database. Methods: In this narrative review the researchers searched MEDLINE database, Google Scholar and Science Direct as well as Persian database like Scientific Information Database with search terms of sexual satisfaction and sexual function, restricted to English/ Persian language, during the 20 years ago. Then those articles written by renowned experts were selected. In this regard, 57 articles have been reviewed, which 30 articles related to this research have been extracted. Results: The findings were divided in to four categories including: Demographic factors, Pathophysiological factors, Psychological factors and Sociocultural factors. Conclusions: Sexuality, especially sexual intimacy is sophisticated and yet elegant affair that the other persons has different definitions and different functions. Discrepancies in the results of the studies show that analysis of factors affecting sexual satisfaction regardless of the women’s’ sociocultural context, religious beliefs, and personal attitudes is undoubtedly inefficient, unscientific and irrational. PMID:25685081

  2. [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

  3. [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.

  4. 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

  5. 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…

  6. 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

  7. 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.

  8. 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

  9. 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…

  10. Center to Advance Palliative Care palliative care clinical care and customer satisfaction metrics consensus recommendations.

    PubMed

    Weissman, David E; Morrison, R Sean; Meier, Diane E

    2010-02-01

    Data collection and analysis are vital for strategic planning, quality improvement, and demonstration of palliative care program impact to hospital administrators, private funders and policymakers. Since 2000, the Center to Advance Palliative Care (CAPC) has provided technical assistance to hospitals, health systems and hospices working to start, sustain, and grow nonhospice palliative care programs. CAPC convened a consensus panel in 2008 to develop recommendations for specific clinical and customer metrics that programs should track. The panel agreed on four key domains of clinical metrics and two domains of customer metrics. Clinical metrics include: daily assessment of physical/psychological/spiritual symptoms by a symptom assessment tool; establishment of patient-centered goals of care; support to patient/family caregivers; and management of transitions across care sites. For customer metrics, consensus was reached on two domains that should be tracked to assess satisfaction: patient/family satisfaction, and referring clinician satisfaction. In an effort to ensure access to reliably high-quality palliative care data throughout the nation, hospital palliative care programs are encouraged to collect and report outcomes for each of the metric domains described here. PMID:19922199

  11. 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

  12. 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.

  13. [Customer satisfaction with a quality management system according to DIN EN ISO 9001:2000: Increase in the satisfaction of cooperating clinics].

    PubMed

    Beholz, Sven; Konertz, Wolfgang

    2006-01-01

    The evaluation of customers' satisfaction is elementary for any quality management system. In our university cardiac surgery unit that has been certified according to DIN EN ISO 9001:2000 the influence of repeated evaluation of the referring physicians' satisfaction conducted in the course of three consecutive years on structures and processes in the scope of the quality management system was examined. Customers' satisfaction with the possibility of access to the department could be increased by targeted interventions. Further interventions in the field of documentation led to a measurable increase in satisfaction with postoperative communication. Repeated annual evaluation of the satisfaction of referring physicians has proved to be a valuable tool in the process of continuous quality improvement.

  14. 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…

  15. 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.

  16. 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

  17. 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…

  18. Are implicit motives the need to feel certain affect? Motive-affect congruence predicts relationship satisfaction.

    PubMed

    Job, Veronika; Bernecker, Katharina; Dweck, Carol S

    2012-12-01

    The authors test the assumption that the core of implicit motives is the desire for particular affective experiences and that motive satisfaction need not be tied to any particular domain. Using the context of romantic relationships, cross-sectional Study 1 and experimental Study 2 showed that people with a high affiliation motive were more satisfied when they experienced more affiliation-specific affect (calmness and relaxation). However, people with a higher power motive were more satisfied in their relationships when they experienced more power-specific affect (strength and excitement) in these relationships. The results support the idea that an implicit motive involves the desire for specific affective experiences and that frequent experiences of one's preferred affect can lead to enhanced satisfaction and well-being in a domain, even one that is not typically associated with that motive. PMID:22854792

  19. [Measurement of customer satisfaction and participation of citizens in improving the quality of healthcare services.].

    PubMed

    Degrassi, Flori; Sopranzi, Cristina; Leto, Antonella; Amato, Simona; D'Urso, Antonio

    2009-01-01

    Managing quality in health care whilst ensuring equity is a fundamental aspect of the provision of services by healthcare organizations. Measuring perceived quality of care is an important tool for evaluating the quality of healthcare delivery in that it allows the implementation of corrective actions to meet the healthcare needs of patients. The Rome B (ASL RMB) local health authority adopted the UNI EN 10006:2006 norms as a management tool, therefore introducing the evaluation of customer satisfaction as an opportunity to involve users in the creation of quality healthcare services with and for the citizens. This paper presents the activities implemented and the results achieved with regards to shared and integrated continuous improvement of services. PMID:20376160

  20. [Measurement of customer satisfaction and participation of citizens in improving the quality of healthcare services.].

    PubMed

    Degrassi, Flori; Sopranzi, Cristina; Leto, Antonella; Amato, Simona; D'Urso, Antonio

    2009-01-01

    Managing quality in health care whilst ensuring equity is a fundamental aspect of the provision of services by healthcare organizations. Measuring perceived quality of care is an important tool for evaluating the quality of healthcare delivery in that it allows the implementation of corrective actions to meet the healthcare needs of patients. The Rome B (ASL RMB) local health authority adopted the UNI EN 10006:2006 norms as a management tool, therefore introducing the evaluation of customer satisfaction as an opportunity to involve users in the creation of quality healthcare services with and for the citizens. This paper presents the activities implemented and the results achieved with regards to shared and integrated continuous improvement of services.

  1. 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

  2. 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.

  3. 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…

  4. Factors Affecting African American Counselors' Job Satisfaction: A National Survey

    ERIC Educational Resources Information Center

    Jones, Cravor; Hohensil, Thomas H.; Burge, Penny

    2009-01-01

    Although there are many job satisfaction studies, research related to the job satisfaction of African American counselors (AACs) is negligible. The purpose of this study was to investigate the job satisfaction of AACs. A total of 182 employed AACs who were members of the American Counseling Association (ACA) completed a modified Minnesota…

  5. Some Factors Affecting the Job Satisfaction of Academic Women.

    ERIC Educational Resources Information Center

    Hill, Malcolm D.

    Job satisfaction of 752 male and 195 female faculty in 16 Pennsylvania colleges and unviersities was studied. Job satisfaction was measured by a 45-item inventory, and factor analysis of the inventory revealed the following components of job satisfaction: (1) teaching, (2) recognition-support, (3) convenience, (4) economic, (5) administrative, and…

  6. Improvement in cost-effectiveness and customer satisfaction by a quality management system according to EN ISO 9001:2000.

    PubMed

    Beholz, Sven; Konertz, Wolfgang

    2005-12-01

    The implementation of a quality management system (QMS) according to EN ISO 9001:2000 has proven to be possible for cardiac surgery departments. However, it remains unclear if a QMS can help to improve quality as indicated by cost-effectiveness and customer satisfaction. To control costs for medical goods and laboratory investigations an internal control system for the allocation of resources was implemented. Laboratory costs and medical goods per open heart procedure were investigated in the years 2000 to 2003. In terms of customer satisfaction, repeated questionnaire-based evaluation of referring physicians was obtained from 2001 to 2003 and the influence of repeated interventions on various aspects of communications was investigated. Costs of medical goods could be reduced by 6.1%, and for laboratory investigations by 35% per operation. Additionally, customer satisfaction could be increased efficiently with respect to accessibility and postoperative communication. By the introduction of a process based QMS, efficient control of the costs of medical goods and laboratory investigations could be achieved. Once a year repeat evaluation of satisfaction of advising physicians has proven to be a valuable tool in the process of continuous improvement.

  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.

  9. [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

  10. Factors affecting overall satisfaction with a river recreation experience

    NASA Astrophysics Data System (ADS)

    Herrick, Theresa A.; McDonald, Cary D.

    1992-03-01

    Visitor satisfaction has been a consistently stated goal of outdoor recreation management. Recreation resource managers provide opportunities for the visiting public with the anticipation of satisfying the needs of the visitors. Management efforts are often evaluated in terms of visitor satisfaction. In the recent decade, a multiple satisfactions approach has been the primary research paradigm guiding visitor satisfaction research. This paradigm has focused primarily upon behavioral-type dimensions such as crowding, goal attainment, and resource impacts resulting from behavior. The purpose of this study was to examine the importance of a setting dimension relative to behavioral-type dimensions for explaining differences in visitor satisfaction. A sample of 895 river visitors were sent a questionnaire in the mail; 682 were returned for a 76.2% response rate. Regression analysis indicated the setting dimension was ranked as one of the most important dimensions for explaining differences in visitor satisfaction. Other dimensions considered included group behavior, perceived crowding, parking, past experience, encounters, use levels, and time waiting. Implications for management are discussed.

  11. Beef customer satisfaction: cooking method and degree of doneness effects on the top sirloin steak.

    PubMed

    Savell, J W; Lorenzen, C L; Neely, T R; Miller, R K; Tatum, J D; Wise, J W; Taylor, J F; Buyck, M J; Reagan, J O

    1999-03-01

    The objective of this research was to evaluate the consumer-controlled factors of cooking method and degree of doneness on Top Choice, Low Choice, High Select, and Low Select top sirloin steaks. The in-home product test was conducted in Chicago, Houston, Philadelphia, and San Francisco. Consumers (n = 2,212) evaluated each top sirloin steak for overall like (OLIKE), tenderness (TEND), juiciness (JUIC), flavor desirability (DFLAV), and flavor intensity (IFLAV) using 23-point hedonic scales. Top sirloin steaks, regardless of city, were consistently cooked to well done or higher degrees of doneness. Dry-heat methods such as outdoor grilling, broiling, and indoor grilling were the most frequent cooking methods used. Four significant interactions existed for OLIKE: USDA quality grade x cooking method (P = .02), city x cooking method (P = .0001), city x degree of doneness (P = .01), and cooking method x degree of doneness (P = .009). Greater differences were found between cooking methods within USDA quality grade than between USDA quality grades within cooking method. Consumers in Houston rated steaks cooked by outdoor grilling higher than those from the other cities, and steaks cooked by indoor grilling were rated the highest among all cooking methods by consumers in Chicago. In Chicago, steaks cooked to more advanced degrees of doneness tended to receive higher ratings, but few differences between degrees of doneness in the other three cities were detected. For outdoor grilling, broiling, and pan-frying, the trend was for OLIKE ratings to decline as degree of doneness increased. The lowest customer satisfaction ratings tended to be given to top sirloin steaks cooked to more advanced degrees of doneness, and consumers most frequently cooked steaks to at least the well done stage. Consumer information programs or the development of postmortem techniques that would ensure acceptable palatability of top sirloin steaks may need to be developed.

  12. Beef customer satisfaction: role of cut, USDA quality grade, and city on in-home consumer ratings.

    PubMed

    Neely, T R; Lorenzen, C L; Miller, R K; Tatum, J D; Wise, J W; Taylor, J F; Buyck, M J; Reagan, J O; Savell, J W

    1998-04-01

    An in-home beef study evaluated consumer ratings from moderate-to-heavy beef users as influenced by cut (top loin, top sirloin, and top round steaks), USDA quality grade (Top Choice, Low Choice, High Select, and Low Select), and city (Chicago, Houston, Philadelphia, and San Francisco). Consumers (n = 2,212) evaluated each steak for overall like (OLIKE), tenderness (TEND), juiciness (JUIC), flavor desirability (DFLAV), and flavor intensity (IFLAV) using 23-point hedonic scales (23 = like extremely, extremely tender, extremely juicy, like extremely, and an extreme amount of flavor; 1 = dislike extremely, not at all tender, not at all juicy, dislike extremely, and no flavor at all). A USDA grade x cut interaction existed for OLIKE (P < .05). Consumers rated top loin steaks highest (P < .05) in OLIKE and ranked Top Choice highest of all steaks (P < .05). Within the top loin, consumers were not (P > .05) able to distinguish OLIKE differences between Low Choice and High Select or between High Select and Low Select. For OLIKE, top sirloin was rated intermediate (P < .05) of the three cuts, and consumers were not able to detect (P > .05) USDA quality grade differences. For OLIKE, top round was the lowest-rated (P < .05) cut. However, consumers preferred (OLIKE, P < .05) Top Choice to the other USDA grades offered. Grade and city interacted to affect TEND, JUIC, DFLAV, and IFLAV. The cut x city interaction was significant for all palatability attributes. Cut and city affected customer satisfaction more than USDA quality grade. Tenderness and flavor were important and equal contributors to OLIKE, r = .85 and r = .86, respectively.

  13. The relations of daily task accomplishment satisfaction with changes in affect: a multilevel study in nurses.

    PubMed

    Gabriel, Allison S; Diefendorff, James M; Erickson, Rebecca J

    2011-09-01

    Focusing on a sample of nurses, this investigation examined the relationships of daily task accomplishment satisfaction (for direct and indirect care tasks) with changes in positive and negative affect from preshift to postshift. Not accomplishing tasks to one's satisfaction was conceptualized as a daily workplace stressor that should increase daily negative affect and decrease daily positive affect from preshift to postshift. Further, because of the greater centrality of direct care nursing tasks to nursing work role identities (relative to indirect care tasks), we expected that task accomplishment satisfaction (or lack thereof) for these tasks would have stronger effects on changes in affect than would task accomplishment satisfaction for indirect care tasks. We also examined 2 person-level resources, collegial nurse-physician relations and psychological resilience, as moderators of the relationships among these daily variables, with the expectation that these resources would buffer the harmful effects of low task accomplishment satisfaction on nurse affect. Results supported almost all of the proposed effects, though the cross-level interactions were observed only for the effects of indirect care task accomplishment satisfaction on affect and not for direct care task accomplishment satisfaction on affect. PMID:21639600

  14. Unequally distributed psychological assets: are there social disparities in optimism, life satisfaction, and positive affect?

    PubMed

    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.

  15. The Housing Graduate Assistantship: Factors that Affect Choice and Perceived Satisfaction.

    ERIC Educational Resources Information Center

    Winston, Roger B., Jr.; And Others

    1983-01-01

    Surveyed graduate housing assistants (N=147) to determine what factors affected their choice and perceived job satisfaction. Results showed most assistants were unmarried master's degree students who chose a housing assistantship for personal satisfaction and learning experiences. Most found the experience satisfying. (JAC)

  16. Relationships between leaders' and subordinates' emotion regulation and satisfaction and affect at work.

    PubMed

    Kafetsios, Konstantinos; Nezlek, John B; Vassilakou, Thanai

    2012-01-01

    The study examined relationships between leaders' emotion regulation and leaders' and subordinates' work-related outcomes. Fifty-one school directors and 281 teachers reported on their strategies of emotion regulation (reappraisal, suppression), job satisfaction, and affect at work. For subordinates, suppression was negatively related to job satisfaction and was positively related to negative affect and emotional exhaustion, and reappraisal was positively related to job satisfaction and negatively to negativ affect. In contrast, multilevel analyses found that directors' use of reappraisal was neg atively related to subordinates' job satisfaction, and directors' use of suppression wa positively related to subordinates' positive affect. Leaders' suppression interacted wit group cohesion to predict subordinates' negative affect. This is one of the first studies to find evidence for the possible tension between leaders' emotion regulation competencie and organizational-role interests. PMID:22822684

  17. 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.

  18. 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...

  19. 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)

  20. Beef customer satisfaction: trained sensory panel ratings and Warner-Bratzler shear force values.

    PubMed

    Lorenzen, C L; Miller, R K; Taylors, J F; Neely, T R; Tatum, J D; Wise, J W; Buyek, M J; Reagan, J O; Savell, J W

    2003-01-01

    Trained sensory panel ratings and Warner-Bratzler shear force (WBS) values from the Beef Customer Satisfaction study are reported. Carcasses were chosen to fit into USDA quality grades of Top Choice (upper two-thirds of USDA Choice), Low Choice, High Select, and Low Select. A trained, descriptive attribute panel evaluated top loin, top sirloin, and top round steaks for muscle fiber tenderness, connective tissue amount, overall tenderness, juiciness, flavor intensity, cooked beef flavor intensity, and cooked beef fat flavor intensity. Four steaks from each of the three cuts from each carcass were assigned randomly to one of four cooking endpoint temperature treatments (60, 65, 70, or 75 degrees C) for WBS determination. For all trained panel measures of tenderness and WBS, regardless of USDA quality grade, top loin steaks were rated higher than top sirloin steaks, which were rated higher than top round steaks (P < 0.05). There were significant interactions between USDA quality grade and cut for most of the trained sensory panel traits: USDA quality grade influenced ratings for top loin steaks more than ratings for top round steaks or top sirloin steaks. Three interactions were significant for WBS values: USDA quality grade x endpoint temperature (P = 0.02), USDA quality grade x cut (P = 0.0007), and cut x endpoint temperature (P = 0.0001). With the exception of High Select, WBS values increased (P < 0.05) for each grade with increasing endpoint temperature. Choice top loin and top round steaks had lower (P < 0.05) WBS values than Select steaks of the same cut; however, only Top Choice top sirloin steaks differed (P < 0.05) from the other USDA grades. As endpoint temperatures increased, WBS values for top sirloin steaks increased substantially compared to the other cuts. When cooked to 60 degrees C, top sirloin steaks were closer to top loin steaks in WBS values, when cooked to 75 degrees C, top sirloin steaks were closer to top round steaks in WBS values. Simple

  1. Factors affecting satisfaction of Thai senior citizens living with their children.

    PubMed

    Kanchanakitsakul, M

    1999-07-01

    Globalization has greatly affected both socioeconomic and cultural changes. It has affected family structures, faiths, values, and living arrangements of the people in Thailand, especially senior citizens that are familiar with the old ways. In this article, a study analyzing living arrangements, living satisfaction, and factors affecting satisfaction for senior citizens living with their children is presented. Using descriptive and inferential statistics, data from the 1994 Survey of the Elderly in Thailand were analyzed. Findings of the analysis showed that a large majority of Thai senior citizens lived with their children (73%), indicating that co-residence between senior citizens and their children is a prominent phenomenon in Thai society. Indicators of high living satisfaction included obedience of the children and happiness, while neglect and child complaints were negative indicators. In addition, presence of a spouse could affect the satisfaction of senior citizens. Factors affecting living satisfaction included support from children, income sufficiency, marital status of senior citizen, health status, need to be cared for by children, and education. Sustained filial duty of children, social participation of senior citizens, and further studies on the factors affecting satisfaction are recommended.

  2. 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.

  3. 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

  4. 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.

  5. 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

  6. 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.

  7. 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.

  8. 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

  9. 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

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

    PubMed

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

    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

  11. 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…

  12. 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,…

  13. 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…

  14. [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.

  15. [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

  16. Customer Satisfaction: Communication Training and the Help-Desk Hot-Line.

    ERIC Educational Resources Information Center

    Shaw, Charla L. Markham

    A study examined the impact of a communication training program on the productivity ratings and end-user satisfaction ratings of User Support Professionals (USPs). Subjects, 30 USPs whose training level qualified them to respond to problem solving calls received by a large centralized Help-desk facility located in the southwestern part of the…

  17. 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…

  18. An examination of blood center structure and hospital customer satisfaction: what can centralized and decentralized blood centers learn from each other?

    PubMed

    Carden, Robert; DelliFraine, Jami L

    2005-01-01

    The cost of blood and blood products has increased rapidly over the last several years while the supply of available blood donors has simultaneously decreased. Higher blood costs and donor shortages have put a strain on the relationship between blood suppliers and their hospital customers. This study examines the association between blood center centralization or decentralization and several aspects of hospital satisfaction. Centralized and decentralized blood centers have significant differences in various aspects of hospital customer satisfaction. Advantages and disadvantages of the two structures are discussed, as well as areas for future research.

  19. An examination of blood center structure and hospital customer satisfaction: what can centralized and decentralized blood centers learn from each other?

    PubMed

    Carden, Robert; DelliFraine, Jami L

    2005-01-01

    The cost of blood and blood products has increased rapidly over the last several years while the supply of available blood donors has simultaneously decreased. Higher blood costs and donor shortages have put a strain on the relationship between blood suppliers and their hospital customers. This study examines the association between blood center centralization or decentralization and several aspects of hospital satisfaction. Centralized and decentralized blood centers have significant differences in various aspects of hospital customer satisfaction. Advantages and disadvantages of the two structures are discussed, as well as areas for future research. PMID:16513599

  20. An Empirical Study of the Factors Which Affect User Satisfaction in Hospitals

    PubMed Central

    Bailey, J.E.; Rollier, D.A.

    1988-01-01

    Measuring and managing computer user satisfaction toward the systems they use is an important step toward making those systems more effective. In this paper, results of an empirical study to analyze the items affecting user satisfaction in hospitals are presented. The study utilized a reliable and well-validated measurement instrument with 860 subjects in 70 hospitals from across the country. Comparison norms for computer user satisfaction were determined. Analysis of the data found differences in satisfaction by hospital type, but not by computer control or application type. The importance of the factors affecting satisfaction varied considerably, but no consistent pattern existed. Average satsifaction varied significantly between factors, but were highly correlated between hospital types. Perceived “need for the system” and “relevancy of the output” were the most satisfying, while “time to process changes” and “flexibility of the system” were the least satisfying factors. The concept was subsequently used to study the satisfaction of computer users at 160 Veterans Administration Medical Centers.

  1. Humana looks to ISO registration to address quality improvement and customer satisfaction.

    PubMed

    2003-01-01

    Seeking new ways to improve standardization of clinical operations and customer focus, Louisville, KY-based Humana, Inc. announced in November that it has become the first healthcare company to be registered in the U.S. under ISO 9001:2000, a quality management standard published by the International Organization for Standardization (ISO).

  2. 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…

  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. 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.

  5. How Instant Messaging Affects the Satisfaction of Virtual Interpersonal Behavior of Taiwan Junior High School Students

    ERIC Educational Resources Information Center

    Lin, Chien-Huang; Sun, Ya-Chung; Lee, Yueh-Chiang; Wu, Shih-Chia

    2007-01-01

    Although Instant Messaging (IM) has established itself as one of the most popular modes of communication, little empirical research has explored how adolescents are affected by its use to satisfy their virtual interpersonal relationships. This research investigates cause and effect in the satisfaction of these relationships among adolescents in…

  6. 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…

  7. 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…

  8. 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…

  9. An Analysis of Factors that Affect Job Satisfaction of Public High School Business Teachers in Ohio.

    ERIC Educational Resources Information Center

    Lacy, Annell

    The purposes of this study were (1) to determine whether selected factors affect the job satisfaction of business teachers in public high schools in Ohio, and (2) to determine whether teachers in Ohio's block-time programs are more satisfied with their jobs than teachers in traditional business education programs. To gather needed data, a…

  10. 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).…

  11. 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.

  12. 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

  13. 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.

  14. 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,…

  15. 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

  16. 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.

  17. 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.

  18. 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

  19. 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…

  20. 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.

  1. 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

  2. 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

  3. 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.

  4. 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

  5. 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".

  6. 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

  7. 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

  8. 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.

  9. 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

  10. 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,…

  11. 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…

  12. 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

  13. 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

  14. Out of plan. Certain HMO characteristics affect physicians' satisfaction and influence their decision to reenroll.

    PubMed

    Lamb, C W; Baker, J; Gates, R

    1998-01-01

    The authors examine the issue of continuity, which is directly associated with patient satisfaction, from the perspective of the physician. They attempt to determine which factors are most important in determining physician satisfaction with an HMO and the link between satisfaction with an HMO and intent to remain affiliated with that HMO. Their study reveals that 11 factors explain 71% of the variation in overall physician satisfaction and that a physician's satisfaction with a plan is closely linked to intentions to reenroll. Implications for HMOs, physicians, employers, and public policy makers are explored. PMID:10185306

  15. Emotional intelligence and affective intensity as life satisfaction and psychological well-being predictors on nursing professionals.

    PubMed

    Montes-Berges, Beatriz; Augusto-Landa, José-María

    2014-01-01

    The goal of this study was to examine the relationship between perceived emotional intelligence (PEI), affective intensity, life satisfaction, and psychological well-being in a sample of nursing professionals. Studies conducted in nursing have shown that emotional intelligence is a skill that minimizes the negative stress consequences. PEI was measured by the Trait Meta-Mood Scale, which includes the emotional attention, clarity and repair subscales. Affective intensity was measured by Larsen's Affective Intensity Scale. To analyze this relationship, we observed the impact of PEI and affective intensity on life satisfaction and psychological well-being, while controlling the sociodemographic variables. The correlation analyses showed significant relationships between the subscales of these variables. Clarity showed positive relationships with some psychological well-being dimensions. Affective intensity subscales presented relationships with life quality and different subscales of psychological well-being. Regression analyses indicated that repair is the only life satisfaction predictor. Moreover, clarity, some affective intensity dimensions, and sociodemographic variables are the main predictors of psychological well-being. The results confirmed the importance of repair on life quality and psychological well-being. Programs to improve nursing professionals' PEI are needed to increase their psychological well-being and life satisfaction.

  16. 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

  17. 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…

  18. 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.

  19. 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.…

  20. 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…

  1. 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…

  2. 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…

  3. 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…

  4. 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…

  5. 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…

  6. Some Factors Affecting the Job Satisfaction of Community College Faculty in Pennsylvania.

    ERIC Educational Resources Information Center

    Hill, Malcolm D.

    1983-01-01

    Examines the job satisfaction of 161 community college faculty members in Pennsylvania and the effects of personal characteristics and job-related activities to economic, teaching, administrative, associational, recognition-support, and convenience dimensions of satisfaction. Suggests that heavy involvement in routine academic tasks and certain…

  7. 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…

  8. 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…

  9. 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…

  10. 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…

  11. What factors affect life satisfaction (LS) among the oldest-old?

    PubMed

    Enkvist, Asa; Ekström, Henrik; Elmståhl, Sölve

    2012-01-01

    Few studies have examined the association between LS in the oldest-old and not only health-related, but also psychological and socio-economical factors. The aim of this study was to examine LS in relation to functional capacity, locus of control (LoC) health status and other factors previously known to influence LS in the oldest-old. The study population consisted of 681 individuals aged 78-98 years, drawn from the longitudinal population study "Good Aging in Skåne" (GÅS), part of a national survey (SNAC) who fulfilled a questionnaire. In a regression model was shown that the number of symptoms, marital status, LoC, especially internal and powerful others, depressive mood and age significantly could predict life satisfaction three years later. Specific diagnoses like stroke, dementia and cardiac disease were not related to LS. Independence in physical functioning was related to unchanged LS, stratified for age and gender during a 3-year follow-up. The clinical implications of this study are that attention should be paid to recognizing and treating factors that affect LS and are reachable for medical intervention. Relieving symptoms and paying attention to personality factors that modify LS seem to be key-factors in the care of elderly.

  12. 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

  13. 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

  14. Factors affecting treatment decisions and satisfaction of owners of cats with cancer.

    PubMed

    Slater, M R; Barton, C L; Rogers, K S; Peterson, J L; Harris, C K; Wallace, K

    1996-04-15

    Cancer in cats is being diagnosed with increasing frequency. Euthanasia or an active intervention such as chemotherapy, radiation therapy, or surgery are treatment choices for the owner at diagnosis of the cat's disease. In this study, 2 interviews with cat owners, one soon after diagnosis of cancer in the cat and one 6 months later, were used to identify owner characteristics associated with a decision of euthanasia or intervention, to identify factors associated with an owner's satisfaction with euthanasia or intervention, and to evaluate inappropriate expectations of the owners who selected an intervention. The study included 89 owners from 3 referral hospitals. In logistic regression analysis, significant factors were not found that affected the owner's decision to euthanatize the cat versus intervene. Satisfaction with the decision to euthanatize the cat was associated with the ability of the cat to groom itself, eat, and play at the first interview. Among owners who selected an intervention, 4 combinations of factors were associated with being satisfied. The first combination was clinic of origin (CLIN), having a live cat at the 6-month follow-up interview (LIVE), and understanding the number of return visits required for the intervention. The second was CLIN, LIVE, and type and frequency of adverse effects from the intervention at the 6-month interview. The third was CLIN, LIVE, and feeling guilty at the 6-month interview. The fourth was CLIN, LIVE, and whether the cat had a good or excellent quality of life at the first interview. Thirty percent (21/69) of the owners tended to overestimate their cats' life expectancy. Owners also felt they had reasonably accurate estimations of adverse effects of treatment and number of return visits, but underestimated the costs required for an intervention. For owners who elect an intervention, a reminder from the veterinarian that emotional upheavals may develop even after the decision has been made is important. To

  15. Factors affecting utilization of dental health services and satisfaction among adolescent females in Riyadh City

    PubMed Central

    Al-Hussyeen, Al Johara A.

    2009-01-01

    Objectives This study was conducted to determine factors affecting utilization of dental health services among intermediate female school students in Riyadh. In addition to assessing their satisfaction with the dental care received during the last dental visit. Subjects and methods Self-administered questionnaires were distributed among students attending eight public and four private schools. These schools were selected randomly to represent the four different administrative zones in Riyadh. Results Of 600 questionnaires distributed, 531 were complete and suitable for analysis. Nearly three quarters of the students visited the dentist more than once during the last 2 years. A bout 75% had their treatment in private dental clinics and 63% made their visits for routine treatment. The quality of dental care was found to be the most encouraging factor for utilization of dental services, whereas, far geographic location of the dental clinics was the most discouraging factor. For those who received treatment in the government clinics, the most discouraging factor was post operative complications (P < 0.0001), while the most encouraging factor was the availability of friendly staff (P < 0.0001). The high cost of dental care was the most discouraging factor for utilizing the dental services for those who visited private clinics (P < 0.0001), while the high quality of dental care was the most encouraging factor (P < 0.009). Students who made their visits because of pain highly considered modern clinics and those recommended by friends as highly encouraging factors (P < 0.002), while they considered the high cost of dental care as discouraging factor for using dental services (P < 0.038). Students who visited the dentist for routine treatment gave the quality of dental care as encouraging for the use of dental clinics (P < 0.0001). Satisfaction with dental care was found to be significantly associated with high quality of dental care, convenient appointment

  16. Customer Service: Another Side of TQM.

    ERIC Educational Resources Information Center

    Sirkin, Arlene Farber

    1993-01-01

    Focuses on the customer satisfaction element of Total Quality Management (TQM) in libraries, including definition of the terms customer and customer satisfaction, determining customer expectations, complaint systems, keeping customers, and empowerment of staff. Appendices list approaches libraries and other organizations have used to improve…

  17. 78 FR 3499 - Proposed Collection; Comment Request on Information Collection Tools Relating to Customer...

    Federal Register 2010, 2011, 2012, 2013, 2014

    2013-01-16

    ... Customer Satisfaction Surveys AGENCY: Internal Revenue Service (IRS), Treasury. ACTION: Notice and request... comments concerning an existing Customer Satisfaction Surveys previously approved under OMB approval number..., reporting, and record-keeping requirements: Title: IRS Customer Satisfaction Surveys. OMB Number:...

  18. 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.

  19. 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.

  20. 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

  1. 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

  2. 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.

  3. The effect of meaningfulness and integrative processing in expressive writing on positive and negative affect and life satisfaction.

    PubMed

    Schutte, Nicola S; Searle, Trudy; Meade, Stephen; Dark, Neill A

    2012-01-01

    Meaningfulness and integrative processing of expressive writing may influence the effect of expressive writing. Participants completed measures of positive affect, negative affect and life satisfaction before and after an expressive writing intervention. Participants were randomly assigned to one of four expressive writing instruction conditions, which combined higher and lower levels of meaning and integrative processing instructions. Meaningfulness and integrative processing instructions had significant effects in increasing positive affect and there was a significant interaction between meaningfulness instructions and integrative processing instructions; participants in the high meaningfulness and high integrative processing instruction condition showed the greatest increase in positive affect. Meaningfulness had a significant effect in decreasing negative affect. The intervention did not influence life satisfaction. Both meaningfulness and integrative processing instructions led to more self-reported personal meaningfulness of the writing and more cognitive, emotional, behavioural and situational changes. More self-reported meaningfulness of the writing and more cognitive, emotional, behavioural and situational changes made as a result of the writing were in turn associated with greater increases in positive affect. The results of the study affirm the importance of meaningfulness and processing in expressive writing and potentially provide information regarding how to increase the effectiveness of expressive writing.

  4. One day at a time: The impact of daily satisfaction with spouse responses on pain, negative affect and catastrophizing among individuals with rheumatoid arthritis.

    PubMed

    Holtzman, Susan; Delongis, Anita

    2007-09-01

    The majority of research on pain catastrophizing has focused on its negative consequences for adjustment to chronic pain, with few investigations of factors that influence catastrophizing or its detrimental effects. Using a daily process methodology, the current study examined, first, the extent to which a supportive social environment plays a role in reduced catastrophizing, and second, the extent to which support might protect against the detrimental effects of catastrophizing on well-being. Sixty-nine married individuals with rheumatoid arthritis took part in an initial background interview, followed by twice daily telephone interviews (regarding pain intensity, negative affect, catastrophizing and satisfaction with spouse responses) for 1 week. Multi-level modeling indicated several pathways through which satisfaction with spouse responses disrupts the vicious cycle of pain, negative affect and catastrophizing. Consistent with past research, catastrophizing was associated with increases in pain and negative affect. However, when individuals reported increases in satisfaction with spouse responses they were less likely to experience increases in negative affect due to catastrophizing. Satisfaction with spouse responses also reduced the likelihood of feeling overwhelmed and helpless in dealing with daily pain. The relationship between pain and catastrophizing was attenuated in the context of increases in satisfaction with spouse responses. Negative affect was associated with increases in catastrophizing, but only when individuals reported decreases in satisfaction with spouse responses. Overall, findings were consistent with a model in which satisfaction with spouse responses serves as a coping resource, and suggests the importance of involving close others in treatments to reduce pain and catastrophizing.

  5. 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.…

  6. 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…

  7. 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…

  8. 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…

  9. 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.

  10. 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

  11. 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

  12. Medical nutrition therapy for hypercholesterolemia positively affects patient satisfaction and quality of life outcomes.

    PubMed

    Delahanty, Linda M; Hayden, Doug; Ammerman, Alice; Nathan, David M

    2002-01-01

    Following a heart-healthy diet to lower cholesterol levels is often assumed to be difficult, to be burdensome, and to have a negative impact on quality of life (QOL). The purpose of this study was to evaluate the impact of medical nutrition therapy (MNT) versus usual care (UC) for hypercholesterolemia on patient satisfaction and QOL. Ninety ambulatory care patients (60 men and 30 women), age 28 to 66, were randomly assigned to receive either MNT from dietitians using a National Cholesterol Education Program-based protocol or UC from their physicians. Patients who received MNT reported no difference in QOL related to the taste or enjoyment of food compared with UC patients. However, the MNT group reported initial improvements in QOL related to the convenience and cost of following a low-fat diet when compared with the UC group. The MNT group also reported significant and lasting improvements in perceived QOL related to self-care compared with the UC group. MNT patients were more satisfied with the interaction at visits, knowledge and ability to manage their cholesterol, eating habits, appearance, time spent exercising, and life in general. Moreover, MNT patients did not report any negative impact related to following a low-fat diet in regard to feeling restricted by diet; interference with lifestyle activities; or difficulty planning, purchasing, or preparing meals or eating away from home. Contrary to popular belief there is no apparent reduction but rather an improvement in some measures of QOL and patient satisfaction with MNT for hypercholesterolemia.

  13. 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.

  14. Do reports on drinking water quality affect customers' concerns? Experiments in report content.

    PubMed

    Johnson, Branden B

    2003-10-01

    The Safe Drinking Water Act Amendments of 1996 required U.S. utilities to report on drinking water quality to their customers annually, beginning in fall 1999, on the assumption that such reports would alert them to quality problems and perhaps mobilize pressure for improvement. A random sample of New Jersey customers read alternative versions of a water quality report, in an experiment on reactions to water quality information under U.S. Environmental Protection Agency (USEPA) rules. Experiment design was 2 x 3 + 1: two versions each--one with, one without, a violation of a health standard--of a report that was (1) Qualitative (without water quality numbers, thus not meeting USEPA rules); (2) Basic, with minimal information meeting the rules; or (3) Extended, adding reading aids and utility performance information; plus a control instrument without any hypothetical report. Results of ANOVA suggest the reports will have less effect than hoped or feared. These manipulations were successful: people reading the Qualitative versions were less likely to say that the report gave the amounts of substances found in the water, and those reading Violation versions were more likely to report a violation of a health standard. The main differences in responses to the report involved the judged adequacy of the information, and to a lesser extent responses on a Concern scale (constructed from measures of concern, judged risk, clean-up intentions, distrust of utility information, and doubt that the utility was doing all it could to improve water quality). Overall judgments of water quality and utility performance did not change, either relative to the controls or in before versus after responses. Qualitative reports performed worse than others, confirming the decision to have utilities report actual contaminant levels. Extended reports did only slightly better than the Basic versions on these measures. Many respondents had trouble identifying the presence or absence of substance

  15. 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... Satisfaction Survey' will help CRS maintain the highest standards of professional conciliation and...

  16. 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

  17. Exploring the effects of individual customer incivility encounters on employee incivility: the moderating roles of entity (in)civility and negative affectivity.

    PubMed

    Walker, David D; van Jaarsveld, Danielle D; Skarlicki, Daniel P

    2014-01-01

    Incivility between customers and employees is common in many service organizations. These encounters can have negative outcomes for employees, customers, and the organization. To date, researchers have tended to study incivility as an aggregated and accumulated phenomenon (entity perspective). In the present study, we examined incivility as it occurs during a specific service encounter (event perspective) alongside the entity perspective. Using a mixed-method multilevel field study of customer service interactions, we show that individual customer incivility encounters (i.e., events) trigger employee incivility as a function of the employee's overall accumulated impression of the (in)civility in his or her customer interactions, such that the effects are more pronounced among employees who generally perceive their customer interactions to be more versus less civil. We also find that these interactive effects occur only among employees who are lower (vs. higher) in negative affectivity. Our results show that, in order to expand the understanding of customer incivility, it is important to study the incivility encounter, the social context in which negative customer interactions occur, and individual differences.

  18. 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

    ... May 30, 2013, 78 FR 32416. The collection involves surveying travelers to measure customer... OMB Review: Aviation Security Customer Satisfaction Performance Measurement Passenger Survey AGENCY.... Information Collection Requirement Title: Aviation Security Customer Satisfaction Performance...

  19. 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

    ... March 11, 2010. 75 FR 11552. The collection involves surveying travelers to measure customer... OMB Review: Aviation Security Customer Satisfaction Performance Measurement Passenger Survey AGENCY...; Aviation Security Customer Satisfaction Performance Measurement Passenger Survey. TSA, with OMB's...

  20. 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…

  1. 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…

  2. An exploratory mixed-method study to determine factors that may affect satisfaction levels of athletes receiving chiropractic care in a nonclinic setting☆

    PubMed Central

    Talmage, Grant; Korporaal, Charmaine; Brantingham, James W.

    2009-01-01

    Abstract Objectives The objectives of this study were to determine factors that may affect satisfaction levels of participants in a nonclinic (sport) setting through participant observation and participation. Factors associated with general satisfaction (observed) were determined along with a participant demographic profile, participant knowledge about chiropractic, and satisfaction with treatment received from a chiropractic student. Thereafter, the relationships between the demographic factors, participant knowledge, and participant general satisfaction were determined. Lastly, factors affecting satisfaction levels were compared between the participants and the observers. Methods An exploratory mixed-method observational study that compared results reported by 30 participants and 2 observers, regarding the treatment process, by completion of a self-administered questionnaire. Statistical significance was set at P less than or equal to .05. Results Of the 30 participants, 83.3% were South African, 90% were white, and 63.3% were male, with a mean age of 35.6 years, who reported they were very satisfied with chiropractic care (P = .229). The only factor to produce a significant difference between participants and observers was communication (P = .082 with Spearman = .332). Conclusion In this study, communication had the greatest impact; therefore, it is suggested that positive verbal and nonverbal communication be emphasized in the training of future chiropractic professionals. PMID:19646388

  3. 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 Section 3055.92 Postal Service POSTAL REGULATORY COMMISSION PERSONNEL SERVICE PERFORMANCE AND CUSTOMER SATISFACTION REPORTING Reporting of Customer Satisfaction § 3055.92 Customer Experience Measurement Surveys....

  4. 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... instrument including: (1) A description of the customer type targeted by the survey; (2) The number...

  5. 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... 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, 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...

  7. 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.

  8. 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.

  9. Job insecurity and employability in fixed-term contractors, agency workers, and permanent workers: associations with job satisfaction and affective organizational commitment.

    PubMed

    De Cuyper, Nele; Notelaers, Guy; De Witte, Hans

    2009-04-01

    This study investigates how job insecurity and employability relate to job satisfaction and affective organizational commitment in permanent workers, fixed-term contract workers, and temporary agency workers. The authors hypothesized that (a) job insecurity relates negatively to job satisfaction and affective organizational commitment, and this relationship is strongest in permanent workers and weakest in temporary agency workers; and that (b) employability relates positively to job satisfaction and negatively to affective organizational commitment, and this relationship is strongest in temporary agency workers and weakest in permanent workers. Hypotheses were tested in workers (permanent: n = 329; fixed term; n = 160; temporary agency: n = 89) from 23 Belgian organizations. The results show that job insecurity related negatively to the outcomes for permanent workers and temporary agency workers. This relationship was not significant for fixed-term contract workers. Employability related negatively to the outcomes for fixed-term contract workers and temporary agency workers, and this relationship was not significant for permanent workers. The 3 groups had different interpretations of what constitutes a stressor and about what signals a good employment relationship.

  10. Hard times and hurtful partners: how financial strain affects depression and relationship satisfaction of unemployed persons and their spouses.

    PubMed

    Vinokur, A D; Price, R H; Caplan, R D

    1996-07-01

    The process linking unemployment and economic hardship to depression and marital or relationship satisfaction in couples was examined. Using structural equation modeling, the authors tested models in which financial strain and partners' symptoms of depression influence the behavioral exchange of the couples in terms of social support and social undermining and, in turn, the effects of support and undermining on relationship satisfaction and depressive symptoms. The analyses were based on longitudinal data from 815 recently unemployed job seekers and their spouses or partners. The results demonstrated that financial strain had significant effects on depressive symptoms of both partners, which in turn led the partner to withdraw social support and increase social undermining. Reduced supportive and increase undermining behaviors had additional adverse effects on satisfaction with the relationship and on depressive symptoms. PMID:8708998

  11. 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)

  12. 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.

  13. 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…

  14. Personal and Situational Factors Affecting Life Satisfaction among Young Adults from Rural, Low-Income Appalachian Families.

    ERIC Educational Resources Information Center

    Wilson, Stephan M.; Peterson, Gary W.

    A central issue in thinking about the quality of life is the relationship between objective and subjective indicators. A study was conducted to examine the relative importance of objective status indicators, internal referents of life conditions, residential characteristics, and self-esteem on life satisfaction. Socioeconomic status and gender of…

  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. 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... survey. 2. The title of the form/collection: Customer Satisfaction Assessment. 3. The agency form...

  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. 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

  20. 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

  1. 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

  2. Total Quality Management (TQM): Training Module on "Focus on the Customer."

    ERIC Educational Resources Information Center

    Leigh, David

    This module for a 1-semester Total Quality Management (TQM) course for high school or community college students discusses the concepts of customer satisfaction, customer surveys, and quality functional deployment. The concept of customer satisfaction begins with identifying the customer. Surveys are suggested as one way that students can learn…

  3. 76 FR 2395 - Agency Information Collection Activities; Proposed Collection; Comment Request; Customer/Partner...

    Federal Register 2010, 2011, 2012, 2013, 2014

    2011-01-13

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

  4. 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…

  5. 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.

  6. 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

  7. 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.

  8. 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.

  9. 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

  10. Applying Mass Customization Concepts to Core Courses: Increasing Student-Centered Customization and Enabling Cross-Functional Integration

    ERIC Educational Resources Information Center

    Wilson, Darryl D.

    2011-01-01

    This conceptual paper suggests a methodology for increasing student satisfaction in core courses by applying the principle of mass customization to increase student satisfaction. It proposes that customization can be increased by increasing course flexibility along three dimensions: content flexibility, schedule flexibility, and course length…

  11. Job Satisfaction of Vocational Agriculture Teachers in Louisiana.

    ERIC Educational Resources Information Center

    Grady, Thomas L.

    1985-01-01

    A study was conducted to ascertain the job satisfaction of vocational agriculture teachers in Louisiana, identify the job factors that significantly affect overall job satisfaction, and ascertain relationships between job satisfaction and selected demographic variables. (CT)

  12. 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…

  13. Expectations, Performance, and Citizen Satisfaction with Urban Services

    ERIC Educational Resources Information Center

    Van Ryzin, Gregg G.

    2004-01-01

    The expectancy disconfirmation model has dominated private-sector research on customer satisfaction for several decades, yet it has not been applied to citizen satisfaction with urban services. The model views satisfaction judgments as determined--not just by product or service performance--but by a process in which consumers compare performance…

  14. 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…

  15. EOSDIS Customer Support Challenges

    NASA Astrophysics Data System (ADS)

    Moses, J. F.; Boquist, C. L.

    2006-05-01

    The Earth Observation System Data and Information System (EOSDIS) is a large, complex data system currently supporting over 18 operational NASA satellite missions including the flagship EOS missions: Terra, Aqua, and Aura. The observations collected by these missions are kept at geographically distributed data centers. EOSDIS manages over four petabytes of data accessed by over 200,000 distinct users last year. The data centers distributed more than 37 million Earth science data products during 2005 to a diverse customer community. An important goal for these data centers is to provide an adequate service at a uniform level for the user community to ensure we get the most benefit from our investment in space resources. This paper discusses the challenges, the ways the data centers coordinate among themselves to provide service, and recent results of measuring customer satisfaction with this service.

  16. 77 FR 26043 - Agency Information Collection Activities; Proposed collection; Comments Requested: CRS Customer...

    Federal Register 2010, 2011, 2012, 2013, 2014

    2012-05-02

    ... From the Federal Register Online via the Government Publishing Office DEPARTMENT OF JUSTICE Agency Information Collection Activities; Proposed collection; Comments Requested: CRS Customer Satisfaction Survey... Satisfaction Survey' will help CRS maintain the highest standards of professional conciliation and...

  17. Development of the physician satisfaction survey instrument.

    PubMed

    Soo Hoo, W E; Ramer, L

    1998-01-01

    Continuous quality improvement (CQI) activities depend on valid and reliable instruments to generate data. An evaluation of internal and external customer satisfaction is one of the pillars of the CQI process. This article describes the development of a valid and reliable instrument for measuring physicians' satisfaction with the orthopedic nursing units at a major medical trauma center. The physician satisfaction survey instrument was found to be internally consistent (alpha = .95). Confirmatory factor analysis revealed that 68% of the variance in physician satisfaction scores (eigenvalue = 8.14) was explained by using a single-factor model. PMID:10181899

  18. Development of the physician satisfaction survey instrument.

    PubMed

    Soo Hoo, W E; Ramer, L

    1998-01-01

    Continuous quality improvement (CQI) activities depend on valid and reliable instruments to generate data. An evaluation of internal and external customer satisfaction is one of the pillars of the CQI process. This article describes the development of a valid and reliable instrument for measuring physicians' satisfaction with the orthopedic nursing units at a major medical trauma center. The physician satisfaction survey instrument was found to be internally consistent (alpha = .95). Confirmatory factor analysis revealed that 68% of the variance in physician satisfaction scores (eigenvalue = 8.14) was explained by using a single-factor model.

  19. Factors Contributing to the Job Satisfaction of Principals, 1978-1988. A Study of How the Participation of Principals in the Managerial Process, Specifically Budgeting, Affects Their Job Satisfaction.

    ERIC Educational Resources Information Center

    Small, Ronald E.; Garrett, George W.

    This report summarizes a study investigating the relationship between the extent of elementary school principals' participation in the budgeting process and their job satisfaction. The study also explored the difference between principals' actual and desired role in budgeting. Two studies were conducted, one in 1978 and one in 1988, and were…

  20. 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…

  1. 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

  2. Testing a Model of Administrative Job Satisfaction.

    ERIC Educational Resources Information Center

    Volkwein, James Fredericks; Zhou, Ying

    2003-01-01

    Tested a model of administrative job satisfaction using a database of almost 1,200 managers at 120 public and private universities. The robust model explained 54 percent of the variance in overall job satisfaction. Results indicated that few state, campus, and personal characteristics exert direct effects on job satisfaction; they affect work…

  3. Patient satisfaction with cataract surgery

    PubMed Central

    Wasfi, Ehab I; Pai, P; Abd-Elsayed, Alaa A

    2008-01-01

    Introduction Measuring the patient satisfaction is a very important issue that will help very much in improving the service provided to patients and improve the level of satisfaction. Aim To evaluate patient satisfaction with the cataract surgery service and identify any areas for improvement, determination of patient satisfaction with referral, out-patient consultation, pre-assessment clinic, surgery and post-operative care, also to report patients' comments relating to improvement in service provision. Methodology A retrospective study was undertaken for 150 patients underwent cataract surgery at Barrow General Hospital, UK, the survey sample was by postal questionnaires. We collected our data from the theatre lists for a period of 4 month. Results This study included 150 patients; the response rate was (72%) 108 patients, Most patients were referred from their general practitioner 86.1%, 93 (86.1%) patients were happy with the time interval from seeing their GP to eye clinic. In the eye out patient department many factors significantly affected the level of patient satisfaction, in general the more information provided for the patient the more the satisfaction. Conclusion Patient satisfaction is on important health outcome old understanding both the domains of satisfaction as well as their relative importance to patients is necessary to improve the overall quality of patient care. Meeting the doctor, presenting all relevant information and giving printed information are very important factors in improving the patient's satisfaction with cataract surgery. PMID:18950523

  4. 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

  5. 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.

  6. 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…

  7. 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)

  8. 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

  9. 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.

  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.

  11. 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

  12. 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

  13. 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

  14. Customer service and today's hospital security professional.

    PubMed

    Knox, Thomas J

    2004-01-01

    Customer service, benchmarking, and budget control have supplanted enforcement as the essential parts of hospital security operations, according to the author. In the article he emphasizes and illustrates the need for security satisfaction surveys and benchmarking to enable the budget process to go smoothly.

  15. 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…

  16. 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…

  17. Adaptation and customer expectations of health care options.

    PubMed

    Gilbert, F W; Lumpkin, J R; Dant, R P

    1992-09-01

    Customer expectations change as competition intensifies. The authors use adaptation and exchange theories to explain customer expectations, disconfirmation, and satisfaction as applied to three types of health care providers: physicians, walk-in clinics, and hospital emergency rooms. The results show how new referents for expectations challenge competitors to increase performance in order to match changing industry standards. PMID:10120534

  18. 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

  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. 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

  1. 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.

  2. 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

  3. 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.

  4. 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

  5. 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…

  6. 76 FR 58248 - Proposed Information Collection; Comment Request; NIST Three-Year Generic Request for Customer...

    Federal Register 2010, 2011, 2012, 2013, 2014

    2011-09-20

    ...-Year Generic Request for Customer Service-Related Data Collections AGENCY: National Institute of... of the products, services, and information our key customers want and expect, as well as their... other customer service satisfaction data collections that include, but may not be limited to...

  7. 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)

  8. 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

  9. 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.

  10. 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.

  11. Outsourcing satisfaction gives system a boost.

    PubMed

    2001-02-01

    One might expect Kristin Baird, RN, MHA, the author of a book about customer service in health care and vice president of business development at the small central Wisconsin health system Watertown Area Health Services, to know the value of measuring patient satisfaction. That assumption is correct. And since the system and its hospital, five clinics, and two senior housing complexes already engage in external benchmarking of financial and quality indicators, you might expect that they did the same with patient satisfaction. But here, you'd be wrong. PMID:11272306

  12. Outsourcing satisfaction gives system a boost.

    PubMed

    2001-02-01

    One might expect Kristin Baird, RN, MHA, the author of a book about customer service in health care and vice president of business development at the small central Wisconsin health system Watertown Area Health Services, to know the value of measuring patient satisfaction. That assumption is correct. And since the system and its hospital, five clinics, and two senior housing complexes already engage in external benchmarking of financial and quality indicators, you might expect that they did the same with patient satisfaction. But here, you'd be wrong.

  13. [Satisfaction and motivation in nursing].

    PubMed

    Antunes, A V; Sant Anna, L R

    1996-01-01

    Something which affects the internal balance of a hospital system is its workers satisfaction/motivation rate. According to observed and discussed facts regarding our professional environment and also according to some authors assessments (Alcântara and Ribas Gomes), it seems that there is an insatisfaction among those people in relation to their chores. Therefore, based on Herzberg et all. two factors theory and more specifically on Maximiano interpretation of that theory, we made a research aiming at verifying the satisfaction and motivation in nurse work; on how satisfied/insatisfied nurses feel in their work, and if there is a relationship between job conditions (hygienic factors) with satisfaction, and between job features (motivation factors) with motivation.

  14. [Satisfaction and motivation in nursing].

    PubMed

    Antunes, A V; Sant Anna, L R

    1996-01-01

    Something which affects the internal balance of a hospital system is its workers satisfaction/motivation rate. According to observed and discussed facts regarding our professional environment and also according to some authors assessments (Alcântara and Ribas Gomes), it seems that there is an insatisfaction among those people in relation to their chores. Therefore, based on Herzberg et all. two factors theory and more specifically on Maximiano interpretation of that theory, we made a research aiming at verifying the satisfaction and motivation in nurse work; on how satisfied/insatisfied nurses feel in their work, and if there is a relationship between job conditions (hygienic factors) with satisfaction, and between job features (motivation factors) with motivation. PMID:9295747

  15. Patient satisfaction: focusing on "excellent".

    PubMed

    Otani, Koichiro; Waterman, Brian; Faulkner, Kelly M; Boslaugh, Sarah; Burroughs, Thomas E; Dunagan, W Claiborne

    2009-01-01

    In an emerging competitive market such as healthcare, managers should focus on achieving excellent ratings to distinguish their organization from others. When it comes to customer loyalty, "excellent" has a different meaning. Customers who are merely satisfied often do not come back. The purpose of this study was to find out what influences adult patients to rate their overall experience as "excellent." The study used patient satisfaction data collected from one major academic hospital and four community hospitals. After conducting a multiple logistic regression analysis, certain attributes were shown to be more likely than others to influence patients to rate their experiences as excellent. The study revealed that staff care is the most influential attribute, followed by nursing care. These two attributes are distinctively stronger drivers of overall satisfaction than are the other attributes studied (i.e., physician care, admission process, room, and food). Staff care and nursing care are under the control of healthcare managers. If improvements are needed, they can be accomplished through training programs such as total quality management or continuous quality improvement, through which staff employees and nurses learn to be sensitive to patients' needs. Satisfying patients' needs is the first step toward having loyal patients, so hospitals that strive to ensure their patients are completely satisfied are more likely to prosper. PMID:19413164

  16. 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…

  17. 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…

  18. Rural Teacher Satisfaction: An Analysis of Beliefs and Attitudes of Rural Teachers' Job Satisfaction

    ERIC Educational Resources Information Center

    Huysman, John T.

    2008-01-01

    This study analyzed teachers' beliefs and attitudes affecting job satisfaction in one small, rural Florida school district. This mixed methods study included a self-administered survey of Likert-type items measuring 20 factors for job satisfaction and individual semi-structured interviews and focus groups. Several issues related to dissatisfaction…

  19. 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

  20. 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.

  1. 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

  2. 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.

  3. Assessing Parent Satisfaction.

    ERIC Educational Resources Information Center

    Cleminshaw, Helen; Guidubaldi, John

    Although actual or projected satisfaction with parenting is important in determining whether a couple will become parents and how large their family will be, only minimal research has assessed parental satisfaction. The Cleminshaw-Guidubaldi Parent Satisfaction Scale, a 50-item Likert-type instrument designed to measure components of satisfaction…

  4. 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…

  5. Social cognitive predictors of Mexican American college students' academic and life satisfaction.

    PubMed

    Ojeda, Lizette; Flores, Lisa Y; Navarro, Rachel L

    2011-01-01

    In this study, we used Lent's (2004) social cognitive model of well being to examine the academic and life satisfaction of 457 Mexican American college students attending a Hispanic-Serving Institution. Using structural equation modeling, results indicated that the model provided a good fit to the data. Specifically, we found positive relations from positive affect to enculturation, acculturation, college self-efficacy, academic satisfaction, and life satisfaction; from enculturation to college self-efficacy; from acculturation to college self-efficacy and college outcome expectations; from college self-efficacy to college outcome expectations, academic goal progress, academic satisfaction, and life satisfaction; from college outcome expectations to academic satisfaction; from academic goal progress to academic and life satisfaction; and from academic satisfaction to life satisfaction. Findings indicated the model was invariant across gender groups, and overall, 38% and 14% of the variance in academic satisfaction and life satisfaction, respectively, were explained by the predictor variables. Implications for research and practice are discussed.

  6. [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.

  7. 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

  8. 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.

  9. 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

  10. 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

  11. 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.

  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

    2015-06-17

    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.

  13. 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

  14. 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

  15. 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.…

  16. 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.

  17. 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.

  18. 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…

  19. 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…

  20. 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…

  1. How Does Satisfaction Translate into Performance? An Examination of Commitment and Cultural Values

    ERIC Educational Resources Information Center

    Zhang, Jin; Zheng, Wei

    2009-01-01

    The purpose of this study is to add new insights into the mechanism through which job satisfaction relates to job performance. Affective commitment was tested as a potential mediator between job satisfaction and job performance, and traditionality was used as a potential moderator between job satisfaction and affective commitment. A survey study…

  2. Retirees' Social Identity and Satisfaction with Retirement

    ERIC Educational Resources Information Center

    Michinov, Estelle; Fouquereau, Evelyne; Fernandez, Anne

    2008-01-01

    The purpose of this study was to examine the structure of retirees' social identity and its impact on satisfaction with retirement. From social identity theory formulations, we assumed that (1) retiree-identity was comprised of three distinct components (cognitive, evaluative, and affective), and (2) only the affective component would play a role…

  3. 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…

  4. MedlinePlus: The ForeSee Customer Satisfaction Survey

    MedlinePlus

    ... score based on users' answers to questions on expectations and experience with the site. To find out more go to the ForeSee by Answers site. Back to survey results ... Guidelines Viewers & Players MedlinePlus Connect for ...

  5. 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)

  6. 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…

  7. 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

  8. 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.

  9. Certified pediatric nurses' perceptions of job satisfaction.

    PubMed

    Wyatt, Janet; Harrison, Margaret

    2010-01-01

    The Pediatric Nursing Certification Board surveyed a national sample of 1354 hospital-based certified pediatric nurses (CPNs) to determine their perceptions of certification on job satisfaction and other factors. There is a substantial body of literature that demonstrates job satisfaction among nurses positively increases retention and reduces absenteeism and burnout. CPNs seek certification for a personal sense of achievement, professional recognition, and validation of clinical competency. The certified nurse survey respondents had self-reported high levels of job satisfaction and indicated that relationships with colleagues and a supportive work environment were very important to their levels of job satisfaction. The results of this study highlight important factors for hospitals to consider as they plan strategies and cost-effective ways to positively affect patient care and retain qualified pediatric nurses at the bedside.

  10. 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...

  11. 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

  12. Neonatal intensive care: satisfaction measured from a parent's perspective.

    PubMed

    Conner, J M; Nelson, E C

    1999-01-01

    Health care systems today are complex, technically proficient, competitive, and market-driven. One outcome of this environment is the recent phenomenon in the health care field of "consumerism." Strong emphasis is placed on customer service, with organized efforts to understand, measure, and meet the needs of customers served. The purpose of this article is to describe the current understanding and measurement of parent needs and expectations with neonatal intensive care services from the time the expectant parents enter the health care system for the birth through the discharge process and follow-up care. Through literature review, 11 dimensions of care were identified as important to parents whose infants received neonatal intensive care: assurance, caring, communication, consistent information, education, environment, follow-up care, pain management, participation, proximity, and support. Five parent satisfaction questionnaires-the Parent Feedback Questionnaire, Neonatal Index of Parent Satisfaction, Inpatient Parent Satisfaction-Children's Hospital Minneapolis, Picker Institute-Inpatient Neonatal Intensive Care Unit Survey, and the Neonatal Intensive Care Unit-Parent Satisfaction Form-are critically reviewed for their ability to measure parent satisfaction within the framework of the neonatal care delivery process. An immense gap was found in our understanding about what matters most and when to parents going through the neonatal intensive care experience. Additional research is required to develop comprehensive parent satisfaction surveys that measure parent perceptions of neonatal care within the framework of the care delivery process. PMID:9917476

  13. 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

  14. Consumer satisfaction with occupational health services: should it be measured?

    PubMed Central

    Verbeek, J; van Dijk, F; Rasanen, K; Piirainen, H; Kankaanpaa, E; Hulshof, C

    2001-01-01

    OBJECTIVES—To find answers in the literature to the questions if, why, and how consumer satisfaction with occupational health services (OHSs) should be measured.
METHODS—Publications about the concept of consumer satisfaction with health care and surveys of consumer satisfaction with occupational health care were reviewed.
RESULTS—For care providers, surveys of consumer satisfaction can be useful to improve quality or as indicators of non-compliant behaviour among patients. For clients, satisfaction surveys can be helpful for choosing between healthcare providers. Satisfaction is made up of an affective component of evaluation and a cognitive component of expectations. Also, in occupational health care, patient satisfaction is measured by dimensions such as the humanness and competence of the care provider similar to health care in general. However, there are dimensions that are specific to occupational health—such as the perceived independence of the physician, unclear reasons for visiting an OHS, and the perceived extent of knowledge of OHS professionals about the patient's working conditions. Dimensions of client satisfaction are mostly similar to patient satisfaction but include more businesslike aspects. They are different for the two groups of client, employers and employees. To measure consumer satisfaction in occupational healthcare specific questionnaires must be constructed. To achieve the highest possible reader satisfaction guidelines are provided for construction of a questionnaire.
CONCLUSIONS—Consumer satisfaction is a complex theoretical concept, but it is relatively easy to measure in practice and can be a valuable tool for quality improvement. Consumers' evaluations of occupational health services will become increasingly important due to changes in the organisation of occupational health care. Occupational healthcare providers are encouraged to measure the consumer satisfaction of their services.


Keywords: consumer

  15. 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…

  16. Organizational culture, job satisfaction, and clinician turnover in primary care.

    PubMed

    Hall, Charles B; Brazil, Kevin; Wakefield, Dorothy; Lerer, Trudy; Tennen, Howard

    2010-04-01

    The purpose of this study is to examine how organizational culture and job satisfaction affect clinician turnover in primary care pediatric practices. One hundred thirty clinicians from 36 primary care pediatric practices completed the Primary Care Organizational Questionnaire (PCOQ), which evaluates interactions among members of the practice and job-related attributes measuring 8 organizational factors, along with a separate 3-item instrument measuring job satisfaction. Random effects logistic models were used to assess the associations between job satisfaction, the organizational factors from the PCOQ, and clinician turnover over the subsequent year. All 8 measured organizational factors from the PCOQ, particularly perceived effectiveness, were associated with job satisfaction. Five of the 8 organizational factors were also associated with clinician turnover. The effects of the organizational factors on turnover were substantially reduced in a model that included job satisfaction; only 1 organizational factor, communication between clinicians and nonclinicians, remained significant (P = .05). This suggests that organizational culture affects subsequent clinician turnover primarily through its effect on job satisfaction. Organizational culture, in particular perceived effectiveness and communication, affects job satisfaction, which in turn affects clinician turnover in primary care pediatric practices. Strategies to improve job satisfaction through changes in organizational culture could potentially reduce clinician turnover. PMID:23804066

  17. 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)

  18. Age, Health and Life Satisfaction among Older Europeans

    ERIC Educational Resources Information Center

    Angelini, Viola; Cavapozzi, Danilo; Corazzini, Luca; Paccagnella, Omar

    2012-01-01

    In this paper we investigate how age affects the self-reported level of life satisfaction among the elderly in Europe. By using a vignette approach, we find evidence that age influences life satisfaction through two counterbalancing channels. On the one hand, controlling for the effects of all other variables, the own perceived level of life…

  19. Gender, Leadership Style, and Subordinate Satisfaction: An Experiment

    ERIC Educational Resources Information Center

    Kushell, Elliot; Newton, Rae

    1986-01-01

    Reports on an experiment that analyzed the effects of gender and leadership style on subordinate satisfaction. While subjects were more satisfied in democratically led groups, gender of leader did not significantly affect satisfaction. Female subordinates were more dissatisfied than males in autocratically led groups. (KH)

  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. User Satisfaction as a Measure of System Performance

    ERIC Educational Resources Information Center

    Griffiths, Jillian R.; Johnson, Frances; Hartley, Richard J.

    2007-01-01

    It is evident from previous research that user satisfaction is a multidimensional, subjective variable which can be affected by many factors other than performance of the system or searcher. This article draws on information retrieval and information systems literature in an attempt to understand what user satisfaction is, how it is measured, what…

  2. Customer orientation among employees in public administration: a transnational, longitudinal study.

    PubMed

    Korunka, Christian; Scharitzer, Dieter; Carayon, Pascale; Hoonakker, Peter; Sonnek, Angelika; Sainfort, Francois

    2007-05-01

    The relation between ergonomic principles and quality management initiatives, both, in the private and public sector, has received increasing attention in the recent years. Customer orientation among employees is not only an important quality principle, but also an essential prerequisite for customer satisfaction, especially in service organizations. In this context, the objective of introducing new public management (NPM) in public-service organizations is to increase customer orientation among employees who are at the forefront of service providing. In this study, we developed a short scale to measure perceived customer orientation. In two separate longitudinal studies carried out in Austria and the US, we analyzed changes in customer orientation resulting from the introduction of NPM. In both organizations, we observed a significant increase in customer orientation. Perceived customer orientation was related to job characteristics, organizational characteristics and employee quality of working life. Creating positive influences on these characteristics within the framework of an organizational change process has positive effects on employee customer orientation.

  3. 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

  4. 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.

  5. 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)

  6. 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…

  7. 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)

  8. 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

  9. 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…

  10. 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

  11. 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…

  12. How does treatment satisfaction work?: Modeling determinants of treatment satisfaction and preference.

    PubMed

    Peyrot, Mark; Rubin, Richard R

    2009-08-01

    OBJECTIVE This study tested a model hypothesizing that treatment affects objective clinical outcomes, which in turn affect perceived consequences, which in turn affect satisfaction and preference judgments. RESEARCH DESIGN AND METHODS The model was tested in a double-blind, randomized clinical trial in which 266 patients with type 1 diabetes added active or placebo pramlintide to their insulin regimens. Objective clinical outcomes included changes in glucose and weight control, insulin requirements, incidence of hypoglycemia, and study drug tolerance. At the end of the trial, patients completed the validated PRAM-TSQ questionnaire measuring treatment satisfaction and preference and perceived medication benefits and side effects. RESULTS Statistical modeling demonstrated that active pramlintide was significantly associated with greater treatment satisfaction, preference, and perceived benefits (all except hypoglycemia prevention), as well as objective clinical outcomes (weight loss, lower postprandial glucose [PPG], lower medication tolerance, more hypoglycemia). Perceptions of treatment consequences were sensitive and specific to their cognate objective clinical outcomes (no halo effects). Clinical outcomes (especially PPG) accounted for almost half of the effect of the study medication on treatment satisfaction and preference. Treatment satisfaction and preference were strongly related to the perceived benefits/side effects of the study medication, and these perceptions (especially glucose control) mediated most of the association of clinical outcomes with satisfaction and preference. CONCLUSIONS This model received substantial empirical support. Improvements in objective clinical outcomes accounted for a large part of the association of pramlintide treatment with higher treatment satisfaction and preference. Perceived treatment consequences mediated the effect of objective clinical benefits on satisfaction with and preference for the study medication.

  13. Homeopathy satisfaction in Iran

    PubMed Central

    Mahmoudian, Ahmad; Sadri, Gholamhosein

    2014-01-01

    Background: Patient satisfaction is a key indicator of the quality and effectiveness of a therapeutic method. Assessing the satisfaction of patients undergoing homeopathic therapy is essential in the early steps of educating the community, if suitable outcomes are to be achieved. Materials and Methods: This descriptive cross-sectional study was conducted in 2008 on 125 patients from the city of Isfahan. Patients aged above 15 years who had referred to the homeopathic practitioners and received homeopathic drugs for at least three times were randomly selected and included in the study. Patient satisfaction was assessed in three main areas (general health, physician performance, and symptoms relief) using a valid questionnaire. The results were compared with those of a similar study conducted in 2004 on 240 patients. Results: Mean score of satisfaction with homeopathic treatment was 77.48 ± 6.36 out of 100. In 2004, it was 77.4 ± 8.13. Median age was 36.41 ± 11.25 years. Median time of therapy was 16.80 ± 17.94 months. The highest level of satisfaction was related to relief of symptoms. Satisfaction of physician performance and improvement of general health came next. The degree of satisfaction with therapy was not significant between the different groups with regard to their sex and different levels of education, but there was significant difference in the duration of treatment. The four symptoms that showed better improvement in 2008 were headache, gastrointestinal (GI) disturbances, fatigue, and insomnia. Conclusions: After using homeopathy for several years, patients’ satisfaction was found to be still high. Shifting the area of satisfaction from general health to relief of symptoms could be related to physicians’ experiments for remedy selection. Scientific centers should do more surveys about the effectiveness of homeopathic treatment. Integration of homeopathy with medicine may bring in more success at less cost. It seems rational to support homeopathy

  14. Main Factors of Job Satisfaction among Primary School Educators: Factor Analysis of the Greek Reality

    ERIC Educational Resources Information Center

    Saiti, Anna

    2007-01-01

    Job satisfaction is an important issue, but remains a complex one as it is difficult to measure. A wide range of factors such as the working environment, its manner of organisation, demography and individual circumstances, etc., can substantially affect the level of job satisfaction attained by individuals. Job satisfaction and the teaching…

  15. 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…

  16. Effects of leader contingent and noncontingent reward and punishment behaviors on subordinate performance and satisfaction.

    PubMed

    Podsakoff, P M; Todor, W D; Skov, R

    1982-12-01

    This study investigated the nature of the relationships between leader reward and punishment behaviors and subordinate performance and satisfaction. Only performance-contingent reward behavior was found to affect subordinate performance significantly. Positive relationships were found between leader contingent reward behavior and employee satisfaction. Contingent punishment had no effects on subordinate performance or satisfaction. PMID:10257766

  17. Effects of leader contingent and noncontingent reward and punishment behaviors on subordinate performance and satisfaction.

    PubMed

    Podsakoff, P M; Todor, W D; Skov, R

    1982-12-01

    This study investigated the nature of the relationships between leader reward and punishment behaviors and subordinate performance and satisfaction. Only performance-contingent reward behavior was found to affect subordinate performance significantly. Positive relationships were found between leader contingent reward behavior and employee satisfaction. Contingent punishment had no effects on subordinate performance or satisfaction.

  18. 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.

  19. Faculty Satisfaction in Academic Medicine.

    ERIC Educational Resources Information Center

    Nyquist, Julie G.; Hitchcock, Maurice A.; Teherani, Arianne

    2000-01-01

    Describes the challenges and elements of satisfaction in academic medicine. Proposes a model of academic faculty satisfaction which postulates that organizational, job-related, and personal factors combine to develop self-knowledge, social knowledge, and satisfaction with outcomes of productivity, retention, and learner-patient satisfaction. (DB)

  20. 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.

  1. 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…

  2. 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…

  3. Patient satisfaction with ambulatory healthcare services: waiting time and filling time.

    PubMed

    Dansky, K H; Miles, J

    1997-01-01

    Customer satisfaction is an important measure of service quality in healthcare organizations. This study investigated the relationship between patient waiting and satisfaction with ambulatory healthcare services, with waiting times divided into segments of the patient-care episode. Two management techniques to alter perceptions of waiting were also examined. Regression models measuring the effect of waiting times on satisfaction found that the total time spent waiting for the clinician was the most significant predictor of patient satisfaction. Informing patients how long their wait would be and being occupied during the wait were also significant predictors of patient satisfaction. These results show that waiting times, even if they cannot be shortened, can be managed more effectively to improve patient satisfaction. PMID:10167452

  4. Patient satisfaction with ambulatory healthcare services: waiting time and filling time.

    PubMed

    Dansky, K H; Miles, J

    1997-01-01

    Customer satisfaction is an important measure of service quality in healthcare organizations. This study investigated the relationship between patient waiting and satisfaction with ambulatory healthcare services, with waiting times divided into segments of the patient-care episode. Two management techniques to alter perceptions of waiting were also examined. Regression models measuring the effect of waiting times on satisfaction found that the total time spent waiting for the clinician was the most significant predictor of patient satisfaction. Informing patients how long their wait would be and being occupied during the wait were also significant predictors of patient satisfaction. These results show that waiting times, even if they cannot be shortened, can be managed more effectively to improve patient satisfaction.

  5. 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.

  6. 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)

  7. 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

  8. A customer service journey.

    PubMed

    VanDecandelaere, Traci

    2012-01-01

    Converting security team members from simple rule enforcers to superior customer service providers required changes in leadership attitudes, rules, training, and other security traditions, but it has paid off in staff performance and recognition, according to the author.

  9. Customer attitudes toward thermal-energy-storage heating

    NASA Astrophysics Data System (ADS)

    Hersh, H. N.

    1981-06-01

    Attitudes among users of thermal energy storage (TES) heating systems were studied. A customer acceptance survey exploring attitudes and levels of satisfaction, face to face contacts between utility representatives and users, and a survey of pertinent published information are investigated. It is found that: (1) TES heating systems are installed for economic reasons by customers who can afford higher initial costs and understand the concept of lower total cost; and (2) attitudes toward TES are positive. The TES systems are not regarded more favorably than conventional systems, however, and it is likely that lower electric heating bills are responsible for the favorable perceptions of most TES users.

  10. The role of service recovery in HMO satisfaction.

    PubMed

    Sarel, D; Marmorstein, H

    1999-01-01

    Complaint handling and service recovery by HMOs may be more efficient to implement and more determinant of customer satisfaction and retention than other approaches such as improving access to care. The current findings are consistent with research on recovery efforts in other industries. Complaint handling systems must achieve rapid and comprehensive identification and resolution of HMO member problems. Both cultural change and appropriate incentives to re-educate employees within HMO organizations are additional requisites to effective service recovery. The benefits to the HMO of expenditures on service recovery should be more immediate and sustainable than the benefits derived from other methods of increasing member satisfaction. PMID:10351398

  11. 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

  12. 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.

  13. Assessing physician job satisfaction and mental workload.

    PubMed

    Boultinghouse, Oscar W; Hammack, Glenn G; Vo, Alexander H; Dittmar, Mary Lynne

    2007-12-01

    Physician job satisfaction and mental workload were evaluated in a pilot study of five physicians engaged in a telemedicine practice at The University of Texas Medical Branch at Galveston Electronic Health Network. Several previous studies have examined physician satisfaction with specific telemedicine applications; however, few have attempted to identify the underlying factors that contribute to physician satisfaction or lack thereof. One factor that has been found to affect well-being and functionality in the workplace-particularly with regard to human interaction with complex systems and tasks as seen in telemedicine-is mental workload. Workload is generally defined as the "cost" to a person for performing a complex task or tasks; however, prior to this study, it was unexplored as a variable that influences physician satisfaction. Two measures of job satisfaction were used: The Job Descriptive Index and the Job In General scales. Mental workload was evaluated by means of the National Aeronautics and Space Administration Task Load Index. The measures were administered by means of Web-based surveys and were given twice over a 6-month period. Nonparametric statistical analyses revealed that physician job satisfaction was generally high relative to that of the general population and other professionals. Mental workload scores associated with the practice of telemedicine in this environment are also high, and appeared stable over time. In addition, they are commensurate with scores found in individuals practicing tasks with elevated information-processing demands, such as quality control engineers and air traffic controllers. No relationship was found between the measures of job satisfaction and mental workload. PMID:18047420

  14. 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

  15. 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.

  16. 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

  17. 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

  18. 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).

  19. 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.

  20. Childbirth customs in Vietnamese traditions.

    PubMed Central

    Bodo, K.; Gibson, N.

    1999-01-01

    OBJECTIVE: To examine and understand how differences in the cultural backgrounds of Canadian physicians and their Vietnamese patients can affect the quality and efficacy of prenatal and postnatal treatment. QUALITY OF EVIDENCE: The information in this paper is based on a review of the literature, supplemented by interviews with members of the Vietnamese community in Edmonton, Alta. The literature was searched with MEDLINE (1966 to present), HEALTHSTAR (1975 to present), EMBASE (1988 to present), and Social Sciences Abstracts (1984 to present). Emphasis was placed on articles and other texts that dealt with Vietnamese customs surrounding childbirth, but information on health and health care customs was also considered. Interviews focused on the accuracy of information obtained from the research and the correlation of those data with personal experiences of Vietnamese community members. MAIN MESSAGE: Information in the texts used to research this paper suggests that traditional Vietnamese beliefs and practices surrounding birth are very different from the biomedical view of the Canadian medical system. The experiences and beliefs of the members of the Vietnamese community support this finding. Such cultural differences could contribute to misunderstandings between physicians and patients and could affect the quality and efficacy of health care provided. CONCLUSIONS: A sensitive and open approach to the patient's belief system and open and frank communication are necessary to ensure effective prenatal and postnatal treatment for recent Vietnamese immigrants and refugees. Education and awareness of cultural differences are necessary for physicians to provide the best and most effective health care possible. Images p692-a PMID:10099808

  1. Factors that influence nurses' job satisfaction: a literature review.

    PubMed

    Al Maqbali, Mohammed Abdullah

    2015-05-01

    Job satisfaction has become a critical issue for healthcare organisations in recent years, particularly in nursing, because of potential labour shortages, their effect on patient care, and the associated costs. Work satisfaction is a major factor in nurse retention and the delivery of high quality care, but rapid changes in healthcare services have placed more demands on nurses and this has increased the need for organisations to consider ways to sustain and improve nurses' job satisfaction. To achieve this, they need to understand the factors that affect job satisfaction and dissatisfaction. This article reports the results of a literature review that was aimed at examining and reaching a deeper understanding of the factors related to nurses' job satisfaction.

  2. 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.

  3. 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

  4. Factors that influence nurses' job satisfaction: a literature review.

    PubMed

    Al Maqbali, Mohammed Abdullah

    2015-05-01

    Job satisfaction has become a critical issue for healthcare organisations in recent years, particularly in nursing, because of potential labour shortages, their effect on patient care, and the associated costs. Work satisfaction is a major factor in nurse retention and the delivery of high quality care, but rapid changes in healthcare services have placed more demands on nurses and this has increased the need for organisations to consider ways to sustain and improve nurses' job satisfaction. To achieve this, they need to understand the factors that affect job satisfaction and dissatisfaction. This article reports the results of a literature review that was aimed at examining and reaching a deeper understanding of the factors related to nurses' job satisfaction. PMID:25921909

  5. Correlates of financial satisfaction.

    PubMed

    Hsieh, C M

    2001-01-01

    The objectives of this study are to 1) assess the effects of major correlates of global subjective well-being on financial satisfaction, and 2) use empirical data to present the consequences of violating basic regression assumptions. Analyzing data from the General Social Surveys, 1972-1996 (Davis & Smith, 1996a) this study found that among Americans age forty-five and above, most of the major correlates of global subjective well-being show similar effects on financial satisfaction. The study's findings confirm a nonlinear effect of income on financial satisfaction. Comparing results from different analytical methods, this study also alerts researchers to the importance of taking into account the level of measurements of study variables, which have tended to be overlooked by previous subjective well-being research.

  6. On the heritability of job satisfaction: the mediating role of personality.

    PubMed

    Ilies, Remus; Judge, Timothy A

    2003-08-01

    In this article the authors investigate the extent to which traits reflecting individual differences in personality and affectivity explain or mediate genetic influences on job satisfaction. Using estimates of the dispositional source of job satisfaction according to 2 dispositional frameworks--the five-factor model and positive affectivity-negative affectivity (PA-NA)--and behavioral-genetic estimates of the heritabilities of job satisfaction and the dispositional factors, the authors computed the proportion of genetic variance in job satisfaction that is explained by these trait frameworks. Results indicate that the affectivity model is a stronger mediator of genetic effects on job satisfaction than the five-factor model. PA and NA mediate about 45% of the genetic influences on job satisfaction, whereas the five-factor model mediates approximately 24% of these genetic effects. PMID:12940413

  7. 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

  8. {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.

  9. 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.

  10. 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

  11. 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... Border Protection custody. 141.113 Section 141.113 Customs Duties U.S. CUSTOMS AND BORDER PROTECTION... Merchandise § 141.113 Recall of merchandise released from Customs and Border Protection custody....

  12. 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... Border Protection custody. 141.113 Section 141.113 Customs Duties U.S. CUSTOMS AND BORDER PROTECTION... Merchandise § 141.113 Recall of merchandise released from Customs and Border Protection custody....

  13. 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... Border Protection custody. 141.113 Section 141.113 Customs Duties U.S. CUSTOMS AND BORDER PROTECTION... Merchandise § 141.113 Recall of merchandise released from Customs and Border Protection custody....

  14. 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... Border Protection custody. 141.113 Section 141.113 Customs Duties U.S. CUSTOMS AND BORDER PROTECTION... Merchandise § 141.113 Recall of merchandise released from Customs and Border Protection custody....

  15. 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.

  16. 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.

  17. 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…

  18. 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

  19. 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

  20. 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.

  1. 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.

  2. 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:…

  3. 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…

  4. Custom ocular prosthetics.

    PubMed

    Cain, J R

    1982-12-01

    The rehabilitation of a patient who has suffered the psychologic trauma of an ocular loss requires a prosthesis that will provide the optimum cosmetic and functional result. Refinement in the details of custom ocular construction has produced a superior restoration delivered more readily.

  5. 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…

  6. 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.

  7. Scientists and Satisfaction.

    ERIC Educational Resources Information Center

    Hermanowicz, Joseph C.

    2003-01-01

    Presents results from in-depth interviews in which respondents at a range of U.S. universities provided detailed accounts of their experience in, and identification with, academe. Studies satisfaction from the angle of the self-doubts scientists have about their work and careers, and investigates how self-doubts may systematically differ across…

  8. 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.

  9. What is Job Satisfaction?

    ERIC Educational Resources Information Center

    Locke. Edwin A.

    Despite considerable interest in the study of job satisfaction and dissatisfaction, our understanding of these phenomena has not increased substantially in the past 30 years. It is argued that a major reason for this lack of progress is the implicit conception of casuality accepted by most psychologists. It is called the policy of "correlation…

  10. 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…

  11. Feedback and Job Satisfaction.

    ERIC Educational Resources Information Center

    Mangelsdorff, A. David

    The purpose of the study was to determine the effects of providing feedback (results of how frequently a variety of tasks had been performed) on the job satisfaction of Dental Therapy Assistants (DTA's) during the course of several levels of training, i.e., up to three months, four to nine months and 10 to 18 months. Trainees were predominantly…

  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. 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.

  14. 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

  15. 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

  16. 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

  17. Interaction exchange structure and patient satisfaction with medical interviews.

    PubMed

    Stiles, W B; Putnam, S M; Wolf, M H; James, S A

    1979-06-01

    The verbal interaction between patients and physicians in 52 initial interviews in a university hospital screening clinic was studied using a new discourse coding system. Factor analysis of category frequencies showed that each interview segment, medical history, physical examination, and conclusion, consisted mainly of two or three types of verbal exchange. Patient satisfaction with the interviews, assessed with a questionnaire that yields separate scores for satisfaction with cognitive and affective aspects, was found to be associated with exchanges involving the transmission of information in particular interview segments. Affective satisfaction was associated with transmission of information from patient to physician in "exposition" exchanges during the medical history, in which patients told their story in their own words. Cognitive satisfaction was associated with transmission of information from physician to patient in "feedback" exchanges during the conclusion segment, in which physicians gave patients information about illness and treatment. PMID:449436

  18. Interaction exchange structure and patient satisfaction with medical interviews.

    PubMed

    Stiles, W B; Putnam, S M; Wolf, M H; James, S A

    1979-06-01

    The verbal interaction between patients and physicians in 52 initial interviews in a university hospital screening clinic was studied using a new discourse coding system. Factor analysis of category frequencies showed that each interview segment, medical history, physical examination, and conclusion, consisted mainly of two or three types of verbal exchange. Patient satisfaction with the interviews, assessed with a questionnaire that yields separate scores for satisfaction with cognitive and affective aspects, was found to be associated with exchanges involving the transmission of information in particular interview segments. Affective satisfaction was associated with transmission of information from patient to physician in "exposition" exchanges during the medical history, in which patients told their story in their own words. Cognitive satisfaction was associated with transmission of information from physician to patient in "feedback" exchanges during the conclusion segment, in which physicians gave patients information about illness and treatment.

  19. 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…

  20. Factors Identified with Higher Levels of Career Satisfaction of Physicians in Andalusia, Spain

    PubMed Central

    Peña-Sánchez, Juan Nicolás; Lepnurm, Rein; Morales-Asencio, José Miguel; Delgado, Ana; Domagała, Alicja; Górkiewicz, Maciej

    2014-01-01

    The satisfaction of physicians is a worldwide issue linked with the quality of health services; their satisfaction needs to be studied from a multi-dimensional perspective, considering lower- and higher-order needs. The objectives of this study were to: i) measure the career satisfaction of physicians; ii) identify differences in the dimensions of career satisfaction; and iii) test factors that affect higher- and lower-order needs of satisfaction among physicians working in Andalusian hospitals (Spain). Forty-one percent of 299 eligible physicians participated in a study conducted in six selected hospitals. Physicians reported higher professional, inherent, and performance satisfaction than personal satisfaction. Foreign physicians reported higher levels of personal and performance satisfaction than local physicians, and those who received non-monetary incentives had higher professional and performance satisfaction. In conclusion, physicians in the selected Andalusian hospitals reported low levels of personal satisfaction. Non-monetary incentives were more relevant to influence their career satisfaction. Further investigations are recommended to study differences in the career satisfaction between foreign and local physicians. PMID:26973935

  1. 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

  2. Customization in prescribing for bipolar disorder.

    PubMed

    Hodgkin, Dominic; Volpe-Vartanian, Joanna; Merrick, Elizabeth L; Horgan, Constance M; Nierenberg, Andrew A; Frank, Richard G; Lee, Sue

    2012-06-01

    For many disorders, patient heterogeneity requires physicians to customize their treatment to each patient's needs. We test for the existence of customization in physicians' prescribing for bipolar disorder, using data from a naturalistic clinical effectiveness trial of bipolar disorder treatment (STEP-BD), which did not constrain physician prescribing. Multinomial logit is used to model the physician's choice among five combinations of drug classes. We find that our observed measure of the patient's clinical status played only a limited role in the choice among drug class combinations, even for conditions such as mania that are expected to affect class choice. However, treatment of a patient with given characteristics differed widely depending on which physician was seen. The explanatory power of the model was low. There was variation within each physician's prescribing, but the results do not suggest a high degree of customization in physicians' prescribing, based on our measure of clinical status.

  3. 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

  4. 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.

  5. 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

  6. 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.

  7. Partnership with the customer

    NASA Astrophysics Data System (ADS)

    Trachta, Gregory S.

    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.

  8. 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.

  9. 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…

  10. 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)…

  11. Customer Service Training for Public Services Staff at Temple University's Central Library System.

    ERIC Educational Resources Information Center

    Arthur, Gwen

    Arguing that good interpersonal interactions between library staff and their patrons is a major determinant of overall patron satisfaction, this paper describes Temple University's customer service training program for its public services staff. Dubbed the "A+ Service" program, the program focuses on six aspects of library service: (1) importance…

  12. 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…

  13. The art of customer service.

    PubMed

    Williams, Jeni

    2007-10-01

    Strategies for improving the consumer service skills of finance staff include: Hire employees who have a customer service background. Work with your human resources department to provide customer service training. Monitor new hires extensively. Offer front-end employees scripted language for situations they may face on the job. Measure the quality of customer service provided. Provide incentives for performance.

  14. 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

  15. [Volunteer satisfaction: Internal structure and relationship with permanence in organizations].

    PubMed

    Vecina Jiménez, M L; Chacón Fuertes, Fernando; Sueiro Abad, Manuel J

    2009-02-01

    Volunteer satisfaction: Internal structure and relationship with permanence in organizations. The concept of satisfaction is considered theoretically relevant in practically all the studies that have investigated the factors that influence the permanence of volunteer participation in organizations. However, the practical results are not conclusive, perhaps due to the wide range of ways in which the concept is understood and measured. The object of this study is: to analyse the internal structure of satisfaction and to verify its relationship with volunteer duration in organizations. The results of the factor analysis yield a three-factor structure: Satisfaction with the management of the organization, Satisfaction with the tasks, Satisfaction of motivations. The three factors allow us to differentiate between individuals who remain in the organization for a period of 12 consecutive months, and those who leave earlier. The results of structural equation model analysis show that the relationship between satisfaction and the length of time that volunteers stay with the organization is affected by the intention to remain.

  16. 78 FR 77478 - Agency Information Collection Activities: Proposed Collection; Comment Request, Federal Emergency...

    Federal Register 2010, 2011, 2012, 2013, 2014

    2013-12-23

    ..., Program Analyst, Customer Satisfaction Analysis Section of the National Processing Service Center Division... and quality of services customers want and their level of satisfaction with those services. FEMA... disaster service that increase customer satisfaction. Affected Public: Individuals and Households....

  17. Social cognitive predictors of first- and non-first-generation college students' academic and life satisfaction.

    PubMed

    Garriott, Patton O; Hudyma, Aaron; Keene, Chesleigh; Santiago, Dana

    2015-04-01

    The present study tested Lent's (2004) social-cognitive model of normative well-being in a sample (N = 414) of first- and non-first-generation college students. A model depicting relationships between: positive affect, environmental supports, college self-efficacy, college outcome expectations, academic progress, academic satisfaction, and life satisfaction was examined using structural equation modeling. The moderating roles of perceived importance of attending college and intrinsic goal motivation were also explored. Results suggested the hypothesized model provided an adequate fit to the data while hypothesized relationships in the model were partially supported. Environmental supports predicted college self-efficacy, college outcome expectations, and academic satisfaction. Furthermore, college self-efficacy predicted academic progress while college outcome expectations predicted academic satisfaction. Academic satisfaction, but not academic progress predicted life satisfaction. The structural model explained 44% of the variance in academic progress, 56% of the variance in academic satisfaction, and 28% of the variance in life satisfaction. Mediation analyses indicated several significant indirect effects between variables in the model while moderation analyses revealed a 3-way interaction between academic satisfaction, intrinsic motivation for attending college, and first-generation college student status on life satisfaction. Results are discussed in terms of applying the normative model of well-being to promote first- and non-first-generation college students' academic and life satisfaction.

  18. Satisfaction with the Outpatient Encounter

    PubMed Central

    Zandbelt, Linda C; Smets, Ellen MA; Oort, Frans J; Godfried, Mieke H; de Haes, Hanneke CJM

    2004-01-01

    OBJECTIVE To compare patients' and physicians' visit-specific satisfaction in an internal medicine outpatient setting, and to explain their respective views. DESIGN patients' and physicians' background characteristics were assessed prior to outpatient encounters. Immediately after the encounter, both patients and physicians completed a questionnaire assessing satisfaction with the visit. SETTING The outpatient division of an academic teaching hospital. PARTICIPANTS Thirty residents and specialists in general internal medicine, rheumatology, and gastroenterology, and 330 patients having a follow-up appointment with one of these physicians. MEASUREMENTS AND MAIN RESULTS patients' and physicians' visit-specific satisfaction was assessed using 5 Visual Analogue Scales (0 to 100). patients' overall satisfaction was higher than physicians' satisfaction (mean 81 vs. 66), and correlation of patients' and physicians' overall satisfaction with the specific visit was medium sized (r= .28, P < .001). patients' satisfaction ratings were associated with their previsit self-efficacy in communicating with their physician (P < .001) and with visiting a female physician (P < .01). Physicians' satisfaction was associated with patients' higher educational level (P < .05), primary language being Dutch (P < .001), better mental health (P < .05), and preference for receiving less than full information (P < .05). CONCLUSIONS In an outpatient setting, patients' visit-specific satisfaction ratings were substantially higher than, and only moderately associated with, physicians' ratings of the same visit. The dissimilar predictors explaining patients' and physicians' satisfaction suggest that patients and physicians form their opinion about a consultation in different ways. Hence, when evaluating outpatient encounters, physicians' satisfaction has additional value to patients' satisfaction in establishing quality of care. PMID:15566437

  19. 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

  20. 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

  1. Job Satisfaction Among Gerontological Social Workers in Ontario, Canada.

    PubMed

    Simons, Kelsey; An, Sofiya

    2015-01-01

    Little is known about job satisfaction among Canada's social work workforce in aging, although social workers remain a key component of interdisciplinary care in health and social service settings. This study begins to address this gap in knowledge by examining individual, interpersonal, and job-design factors influencing the job satisfaction of gerontological social workers in Ontario. Data were collected via two online surveys with a sample drawn from the Ontario Association of Social Workers' membership list (N = 104). A multiple regression model explained 37% of the variance in job satisfaction, F = 5.47[10, 93], p < .001). Three independent variables were significant (positive affect, β = .21; promotional chances, β = .21; and client acuity, β = -.18). The results suggest the importance of promoting strategies for enhancing job satisfaction, advancing promotional opportunities for social work clinicians, and providing educational and clinical supports to clinicians. PMID:26156048

  2. Patient satisfaction among liver transplant recipients: single-center survey.

    PubMed

    Stiavetti, E; Matteucci, R; Giannessi, E; Ducci, J; Baldoni, L; De Simone, P; Filipponi, F

    2010-01-01

    A single-center survey using a semistructured questionnaire was conducted in liver transplantation recipients at discharge after the primary surgery. The objectives of the study were to assess patient satisfaction and to identify critical points that negatively affected their perception of the quality of care received, and to derive information to enable improvement in current standards of care. The questionnaire included 5 sections about quality and 1 section for suggestions. Patients were asked to provide answers on a 5-item Likert scale. Areas assessed included quality of staff, organization, boarding, privacy, and transfer of care. Among 51 recipients, satisfaction was high (>50%) in all areas. Lower satisfaction scores were given for room services, diet, and background music. The most frequently reported area of dissatisfaction (12%) was lack of availability of in-hospital physical rehabilitation programs. Despite overall satisfaction with quality of care, recipients reported lack of appropriate physical rehabilitation programs in the early posttransplantation period. PMID:20692452

  3. Income, age and financial satisfaction.

    PubMed

    Hsieh, Chang-ming

    2003-01-01

    Although the effects of income and age on subjective well-being have been widely studied, research on the effects of income and age on financial satisfaction, a major life domain to which income has direct relevance, remains limited. Analyzing data from the General Social Surveys, this article empirically examined the effects of income and age on financial satisfaction. These findings suggest that the social-psychological mechanisms underlying the age differences in the effects of income on financial satisfaction might not reflect a clear-cut status attainment versus status maintenance framework. The findings also served to caution future financial satisfaction research in the choice of income measures and the age grouping.

  4. 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…

  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. Recruitment Combined with Retention Strategies Results in Institutional Effectiveness and Student Satisfaction.

    ERIC Educational Resources Information Center

    Youngman, Curtis

    In Winter 1994, the Marketing Department at Salt Lake Community College (SLCC) in Utah implemented an educational marketing plan that incorporated a focus on customer service to improve institutional effectiveness and student satisfaction. The plan includes a retention and recruitment program to strengthen the college's relationship with current…

  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. 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…

  10. 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…

  11. 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…

  12. Happiness and Satisfaction with Work Commute.

    PubMed

    Olsson, Lars E; Gärling, Tommy; Ettema, Dick; Friman, Margareta; Fujii, Satoshi

    2013-03-01

    Research suggests that for many people happiness is being able to make the routines of everyday life work, such that positive feelings dominate over negative feelings resulting from daily hassles. In line with this, a survey of work commuters in the three largest urban areas of Sweden show that satisfaction with the work commute contributes to overall happiness. It is also found that feelings during the commutes are predominantly positive or neutral. Possible explanatory factors include desirable physical exercise from walking and biking, as well as that short commutes provide a buffer between the work and private spheres. For longer work commutes, social and entertainment activities either increase positive affects or counteract stress and boredom. Satisfaction with being employed in a recession may also spill over to positive experiences of work commutes. ELECTRONIC SUPPLEMENTARY MATERIAL: The online version of this article (doi:10.1007/s11205-012-0003-2) contains supplementary material, which is available to authorized users.

  13. 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.…

  14. 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

  15. 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.

  16. Proactive managers buoy satisfaction.

    PubMed

    2010-10-01

    The ED leaders at St. Clair Hospital in Pittsburgh, PA, say that"managing by walking around"was one of the keys to their earning a ranking from Press Ganey as the no. 1 ED in patient satisfaction for EDs with more than 50,000 annual visits. The director selects and talks with random patients, following up on their care and making sure they're satisfied. Staff members are asked specific questions based on the Press Ganey priority indices. If there are patient complaints about a staff member, confidential meetings are held to discuss ways to improve.

  17. One-to-one modeling and simulation: a new approach in customer relationship management for grocery retail

    NASA Astrophysics Data System (ADS)

    Baydar, Cem M.

    2002-03-01

    The ever-increasing competition in retail industry puts pressure on retailers to deal with their customers more efficiently. Currently most companies use Customer Relationship Management (CRM) systems to maximize the customer satisfaction level by trying to understand more about their behaviors. However, one disadvantage of the current approaches is that they focus on the segmentation of customers into homogenous groups and they disregard examining the one-to-one relationship of each individual's behavior toward each product. Therefore, individual behavior cannot be captured in detail. Modeling individual behavior for each product enables several strategies of pricing by keeping the customer satisfaction at the maximum level. One example is offering a personal discount on a particular item to a customer who is price sensitive to that particular product. Therefore, you can still sell other products at the non-discounted level to this customer by keeping him satisfied. In this paper, individual pricing approach is discussed. The aim of this study is to develop a conceptual framework to analyze the feasibility of individual pricing. Customer behaviors can be modeled individually with respect to each product for a grocery store. Several factors can be used to determine these behaviors such as customer's need, brand loyalty and price sensitivity. Each customer can be modeled as an adaptive agent using qualitative descriptions of behaviors (i.e., highly price sensitive). Then, the overall shopping behavior can be simulated using a multi-agent Monte-Carlo simulation. It is expected that with this approach, retailers will be able to determine better strategies to obtain more profits, better sales and better customer satisfaction.

  18. 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

  19. 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…

  20. Student Satisfaction with Attending Systems.

    ERIC Educational Resources Information Center

    McConnell, Thomas A.; And Others

    1993-01-01

    A survey of 252 dental students in three schools measured student satisfaction with (1) the patient care system in the dental school clinic; and (2) the responsibilities of the attending faculty, who manage 10-student teams. Results indicated general satisfaction but point to some problems in individual situations. (MSE)