Sample records for customer satisfaction analysis
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NASA Astrophysics Data System (ADS)
Cenglin, Yao
The car sales enterprises could continuously boost sales and expand customer groups, an important method is to enhance the customer satisfaction. The customer satisfaction of car sales enterprises (4S enterprises) depends on many factors. By using the grey relational analysis method, we could perfectly combine various factors in terms of customer satisfaction. And through the vertical contrast, car sales enterprises could find specific factors which will improve customer satisfaction, thereby increase sales volume and benefits. Gray relational analysis method has become a kind of good method and means to analyze and evaluate the enterprises.
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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…
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Analysis of NPS Contracting Service Quality
2014-12-01
customer expectations is what they “hear from other customers ” or word of mouth communications (Zeithaml et al., 1990). The second factor... satisfaction and customer satisfaction (Hallowell et al., 1996). If a service quality gap exists between the provider and the customer , that gap could...identify a problem with provider job satisfaction , customer satisfaction , or both. In turn, by identifying potential problems in these areas, it could
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Federal Register 2010, 2011, 2012, 2013, 2014
2013-12-23
..., Federal Emergency Management Agency Individual Assistance Customer Satisfaction Surveys AGENCY: Federal... concerning the collection of Individual Assistance customer satisfaction survey responses and information for..., Customer Satisfaction Analysis Section of the National Processing Service Center Division, Recovery...
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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. PsycINFO Database Record (c) 2010 APA, all rights reserved.
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Survival analysis for customer satisfaction: A case study
NASA Astrophysics Data System (ADS)
Hadiyat, M. A.; Wahyudi, R. D.; Sari, Y.
2017-11-01
Most customer satisfaction surveys are conducted periodically to track their dynamics. One of the goals of this survey was to evaluate the service design by recognizing the trend of satisfaction score. Many researchers recommended in redesigning the service when the satisfaction scores were decreasing, so that the service life cycle could be predicted qualitatively. However, these scores were usually set in Likert scale and had quantitative properties. Thus, they should also be analyzed in quantitative model so that the predicted service life cycle would be done by applying the survival analysis. This paper discussed a starting point for customer satisfaction survival analysis with a case study in healthcare service.
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Gountas, Sandra; Gountas, John; Soutar, Geoffrey; Mavondo, Felix
2014-07-01
To explore the complex relationships between nurses' personal resources, job satisfaction and 'customer' (patient) orientation. Previous research has shown that nursing is highly intensive, emotionally charged work, which affects nurses' job performance and their customer orientation as well as patient or 'customer' satisfaction. This study contributes to the literature by examining how nurses' personal resources relate to their personal satisfaction and customer orientation and the relationships between them. Specifically, this study explores the effects of two facets of emotional labour (deep acting and surface acting), empathic concern, self-efficacy and emotional exhaustion on personal job satisfaction and customer orientation. We also test the moderating effects of inauthenticity and emotional contagion. A quantitative survey. Data were collected through a self-completion questionnaire administered to a sample of 159 Australian nurses, in a public teaching hospital, in 2010. The data were analysed using Partial Least Square analysis. Partial Least Square analysis indicates that the final model is a good fit to the data (Goodness of Fit = 0.51). Deep acting and surface acting have different effects (positive and negative) on job satisfaction and 'customer' orientation, self-efficacy has a positive effect on both and emotional exhaustion has a positive effect on customer orientation and a negative effect on job satisfaction. The moderating effects of emotional contagion and empathic concern, in the final model, are discussed. Understanding the complex interactions between personal resources, job satisfaction and customer orientation helps to increase service providers' (nurses in this study) personal satisfaction and 'customer' orientation particularly in difficult contexts. © 2013 John Wiley & Sons Ltd.
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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.
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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.
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Evaluation of customer satisfaction level of different projects.
Das, Nandini; Samanta, Niladri
2005-01-01
Customer satisfaction as the key element for success in business is a major concern for any industry. In this paper we propose a customer satisfaction index using principal component analysis for a software solution company. This index was used as an input to the marketing division to identify their potential customers from their past experience. Since this is a very common problem for any industry, the same approach can be used in similar situations.
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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 worth of a product feature is indicated by the perceived satisfaction customers get from the inclusion of such feature in the product design and development. The satisfaction users/customers derive when a requirement is fulfilled or when a feature is placed in the product (SI or ASC) is strongly influenced by the value the users/customers place on such requirements/features when met (IMP). However, the dissatisfaction users/customers received when a requirement is not met or when a feature is not incorporated into the product (DI), even though related to self-stated requirements importance (IMP), does not have a strong effect on the importance/worth (IMP) of that given requirement/feature as perceived by the users or customers. Therefore, since customer satisfaction is proportionally related to the perceived requirements importance (worth), it is then necessary to give adequate attention to user/customer satisfying requirements (features) from elicitation to design and to the final implementation of the design. Incorporating user or customer satisfying requirements in product design is of great worth or value to the future users or customers of the product.
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Federal Register 2010, 2011, 2012, 2013, 2014
2010-07-14
... Emergency Management Agency Individual Assistance Customer Satisfaction Surveys AGENCY: Federal Emergency..., timeliness and satisfaction with initial, continuing and final delivery of disaster-related assistance. DATES..., Customer Satisfaction Analysis Section, Texas National Processing Service Center, Recovery Directorate...
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Financial health and customer satisfaction in private health care providers in Brazil.
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.
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NASA Astrophysics Data System (ADS)
Theresia, L.; Bangun, R.
2017-12-01
Universities should provide better service quality to get more customers. The purpose of this study was to find service quality which has impact on the increasing of customer satisfaction in a university. This study is a case study in Institut Teknologi Indonesia (ITI). The result of the study will help ITI to improve its service quality to increase customer satisfaction. This study employs path analysis technique. The data were collected through questionnaires developed from the literature. Questionnaires have two parts namely 1) service quality and 2) customer satisfaction. Service quality is measured through 22 questions with five service quality dimensions: 1) Tangibles, 2) Reliability, 3) Responsiveness, 4) Assurance and 5) Empathy. Customer Satisfaction is measured through 4 questions. The data then are processed by SPSS. The results showed that the students preferred to tangible quality improvement than intangible aspect.
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Satisfaction with care in peritoneal dialysis patients.
Kirchgessner, J; Perera-Chang, M; Klinkner, G; Soley, I; Marcelli, D; Arkossy, O; Stopper, A; Kimmel, P L
2006-10-01
Patient satisfaction is an important aspect of dialysis care, only recently evaluated in clinical studies. We developed a tool to assess peritoneal dialysis (PD) customer satisfaction, and sought to evaluate and validate the Customer Satisfaction Questionnaire (CSQ), quantifying PD patient satisfaction. The CSQ included questions regarding administrative issues, Delivery Service, PD Training, Handling Requests, and transportation. The study was performed using interviews in all Hungarian Fresenius Medical Care dialysis centers offering PD. CSQ results were compared with psychosocial measures to identify if patient satisfaction was associated with perception of social support and illness burden, or depression. We assessed CSQ internal consistency and validity. Factor analysis explored potential underlying dimensions of the CSQ. One hundred and thirty-three patients treated with PD for end-stage renal disease for more than 3 months were interviewed. The CSQ had high internal consistency. There was high patient satisfaction with customer service. PD patient satisfaction scores correlated with quality of life (QOL) and social support measures, but not with medical or demographic factors, or depressive affect. The CSQ is a reliable tool to assess PD customer satisfaction. PD patient satisfaction is associated with perception of QOL. Efforts to improve customer satisfaction may improve PD patients' quantity as well as QOL.
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Managers' perceptions of customers' satisfactions with their hospital cafeteria services.
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.
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DOE Office of Scientific and Technical Information (OSTI.GOV)
Johnson, L.E.
1991-01-01
This research sought to address the relationship between self-concept and customer satisfaction: can customer satisfaction with a major electric utility be explained in terms of the self-reported, self-concept of the utility's managers The population to which the results of this study were generalized consisted of customer service managers in public electric utilities across the United States. In order to represent this population, a sample was selected consisting of customer service managers at a midwestern electric utility based in a large metropolitan area. Participants in this study were managers of four direct customer contact service organizations within six geographic division organizations.more » The methodology included comparisons of these four customer contact service organizations on twelve independent, self-concept variables and six customer satisfaction dependent variables using Analysis of Variance (ANOVA), Scheffe' tests, Chi-Square, and Stepwise multiple regression. The groups were found not to be significantly different and knowledge of the self-concept scores for managers will not increase the ability to predict customer satisfaction over no knowledge of self-concept scores.« less
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1995-05-01
based upon the variables ’ service quality ’ and ’customer satisfaction.’ Service quality was operationally defined as a gap score by subtracting...regression analysis, a statistically significant relationship was shown to exist: (1) between customer satisfaction and service quality , t(387)=13.566... service quality , customer satisfaction and future choice behavior may assist in preparation for the TRICARE initiative.
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Importance/performance analysis: a tool for service quality control by clinical laboratories.
Scammon, D L; Weiss, R
1991-01-01
A study of customer satisfaction with clinical laboratory service is used as the basis for identifying potential improvements in service and more effectively targeting marketing activities to enhance customer satisfaction. Data on customer satisfaction are used to determine the aspects of service most critical to customers, how well the organization is doing in delivery of service, and how consistent service delivery is. Importance-performance analysis is used to highlight areas for future resource reallocation and strategic emphasis. Suggestions include the establishment of performance guidelines for customer contact personnel, the enhancement of timely delivery of reports via electronic transmission (computer and fax), and the development of standardized graphics for request and report forms to facilitate identification of appropriate request forms and guide clients to key items of information on reports.
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Penalty-rewards contrast analysis (PRCA) on the KL monorail services
NASA Astrophysics Data System (ADS)
Muda, Nora; Suradi, Nur Riza; Mat Roji, Noor Sulawati
2013-04-01
Changes in living standards, tastes, views and education has changed the lifestyles where people are more emphasizing on quality and satisfaction with public amenities provided. One of the services provided is the KL Monorail; a public transport service which is based on a single beam track in the city that connects the north and center of Kuala Lumpur. Therefore, this study measures the customer satisfaction on the KL Monorail services and to identify the factors that should be given priority in improving their service levels. There were seven attributes being studied, namely the informations, the situation at the station, the situation in the KL Monorail, customer service, safety, efficiency and other aspects. The analysis found that the overall customer satisfactionis mean is 4.86. Based on the measurement of Penalty-Reward Contrast Analysis (PRCA), most of the KL Monorail service attribute are at moderate level of satisfaction except for the attributes at the station that have lower level of satisfaction. Therefore, a remedial actions or planning is needed to improve the customer satisfaction on the KL Monorail services.
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Economic Analysis of Waterfront Area Services at Naval Station, Long Beach
1991-06-01
the Gradall for waterfront area services, would result in improved responsiveness and timely service. Customer satisfaction and overall customer ...overall cost. Hence, both quality and efficiency will improve leading to greater customer satisfaction . 58 VII. RECOMMENDATIONS FOR ACTION RECOMMENDATION 1...prompting the need for improved efficiency. To ensure adequate future support can be provided to its customers , Naval Station Long Beach (Navsta) is
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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.
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An Analysis of the Field Service Function of Selected Electronics Firms
1992-01-01
Customer Engineer Evaluation ............... 175 Customer Satisfaction ...................... 176 Customer Complaints ......................... 176...system to assure satisfaction of requirements for operation, maintenance, and repair of products; -- the establishment of a responsive, efficient, and cost...research. This dissertation addresses some of the identified research needs and provides a contribution to the field service body of knowledge. By analyzing
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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.
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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 customer...
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Federal Register 2010, 2011, 2012, 2013, 2014
2011-07-25
...: 1090-0008, American Customer Satisfaction Index (ACSI) E-Government Website Customer Satisfaction... Satisfaction Index (ACSI) E-Government Website Customer Satisfaction Survey used by numerous Federal agencies... comments should reference Website Customer Satisfaction Surveys. FOR FURTHER INFORMATION CONTACT: To...
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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.
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2014-06-03
relationship to business outcomes such as customer satisfaction , turnover, safety, and productivity” (Shuck, 2011, p. 312). Follow-on studies using...during the analysis efforts of this research. The 339 Level 1 codes span a wide range of ideas from strategy execution to customer satisfaction and...not reflect the radical shift in corporate culture needed by Naval Supply Systems Command (NAVSUP) to better serve U.S. Navy customers . This research
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Mayer, T A; Cates, R J; Mastorovich, M J; Royalty, D L
1998-01-01
Customer service initiatives in healthcare have become a popular way of attempting to improve patient satisfaction. This study investigates the effect of clinically focused customer service training on patient satisfaction in the setting of a 62,000-visit emergency department and level I trauma center. Analysis of patient complaints, patient compliments, and a statistically verified patient-satisfaction survey indicate that (1) all 14 key quality characteristics identified in the survey increased dramatically in the study period; (2) patient complaints decreased by over 70 percent from 2.6 per 1,000 emergency department (ED) visits to 0.6 per 1,000 ED visits following customer service training; and (3) patient compliments increased more than 100 percent from 1.1 per 1,000 ED visits to 2.3 per 1,000 ED visits. The most dramatic improvement in the patient satisfaction survey came in ratings of skill of the emergency physician, likelihood of returning, skill of the emergency department nurse, and overall satisfaction. These results show that clinically focused customer service training improves patient satisfaction and ratings of physician and nurse skill. They also suggest that such training may offer a substantial competitive market advantage, as well as improve the patients' perception of quality and outcome.
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Yaghoubi, Maryam; Asgari, Hamed; Javadi, Marzieh
2017-01-01
One of the challenges in the fiercely competitive space of health organizations is responding to customers and building trust and satisfaction in them in the shortest time, with best quality and highest productivity. Hence the aim of this study is to survey the impact of customer relationship management (CRM) on organizational productivity, customer loyalty, satisfaction and trust in selected hospitals of Isfahan (in Iran). This study is a correlation descriptive research. Study population was the nurses in selected hospitals of Isfahan and the sampling has been conducted using stratified random method. Data collection tool is a researcher-made questionnaire of CRM and its effects (organizational productivity, customer loyalty, satisfaction and trust) which its validity and reliability has been confirmed by researchers. Structural equation method was used to determine the impact of variables. Data analysis method was structural equation modeling and the software used was SPSS version 16 (IBM, SPSS, 2007 Microsoft Corp., Bristol, UK) and AMOS version 18 (IBM, SPSS, 2010 Microsoft Corp, Bristol, UK). Among the dimensions of CRM, diversification had the highest impact (0.83) and customer acquisition had the lowest (0.57) CRM, had the lowest impact on productivity (0.59) and the highest effect on customer satisfaction (0.83). For the implementation of CRM, it is necessary that the studied hospitals improve strategies of acquiring information about new customers, attracting new customers and keeping them and communication with patients outside the hospital and improve the system of measuring patient satisfaction and loyalty.
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Empirical research on Kano’s model and customer satisfaction
Lin, Feng-Han; Tsai, Sang-Bing; Lee, Yu-Cheng; Hsiao, Cheng-Fu; Zhou, Jie; Wang, Jiangtao; Shang, Zhiwen
2017-01-01
Products are now developed based on what customers desire, and thus attractive quality creation has become crucial. In studies on customer satisfaction, methods for analyzing quality attributes and enhancing customer satisfaction have been proposed to facilitate product development. Although substantial studies have performed to assess the impact of the attributes on customer satisfaction, little research has been conducted that quantitatively calculate the odds of customer satisfaction for the Kano classification, fitting a nonlinear relationship between attribute-level performance and customer satisfaction. In the present study, the odds of customer satisfaction were determined to identify the classification of quality attributes, and took customer psychology into account to suggest how decision-makers should prioritize the allocation of resources. A novel method for quantitatively assessing quality attributes was proposed to determine classification criteria and fit the nonlinear relationship between quality attributes and customer satisfaction. Subsequently, a case study was conducted on bicycle user satisfaction to verify the novel method. The concept of customer satisfaction odds was integrated with the value function from prospect theory to understand quality attributes. The results of this study can serve as a reference for product designers to create attractive quality attributes in their products and thus enhance customer satisfaction. PMID:28873418
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Empirical research on Kano's model and customer satisfaction.
Lin, Feng-Han; Tsai, Sang-Bing; Lee, Yu-Cheng; Hsiao, Cheng-Fu; Zhou, Jie; Wang, Jiangtao; Shang, Zhiwen
2017-01-01
Products are now developed based on what customers desire, and thus attractive quality creation has become crucial. In studies on customer satisfaction, methods for analyzing quality attributes and enhancing customer satisfaction have been proposed to facilitate product development. Although substantial studies have performed to assess the impact of the attributes on customer satisfaction, little research has been conducted that quantitatively calculate the odds of customer satisfaction for the Kano classification, fitting a nonlinear relationship between attribute-level performance and customer satisfaction. In the present study, the odds of customer satisfaction were determined to identify the classification of quality attributes, and took customer psychology into account to suggest how decision-makers should prioritize the allocation of resources. A novel method for quantitatively assessing quality attributes was proposed to determine classification criteria and fit the nonlinear relationship between quality attributes and customer satisfaction. Subsequently, a case study was conducted on bicycle user satisfaction to verify the novel method. The concept of customer satisfaction odds was integrated with the value function from prospect theory to understand quality attributes. The results of this study can serve as a reference for product designers to create attractive quality attributes in their products and thus enhance customer satisfaction.
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1999 Transit customer satisfaction index : final report : results of survey and conclusions
DOT National Transportation Integrated Search
2000-10-01
The purpose of this report is to provide an overview of the results and analysis of the data collected in the 1999 Florida Transit Properties Customer Satisfaction Index project, as well as to briefly review the data sources and the weighting methodo...
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Vukmir, Rade B
2006-01-01
This paper seeks to present an analysis of the literature examining objective information concerning the subject of customer service, as it applies to the current medical practice. Hopefully, this information will be synthesized to generate a cogent approach to correlate customer service with quality. Articles were obtained by an English language search of MEDLINE from January 1976 to July 2005. This computerized search was supplemented with literature from the author's personal collection of peer-reviewed articles on customer service in a medical setting. This information was presented in a qualitative fashion. There is a significant lack of objective data correlating customer service objectives, patient satisfaction and quality of care. Patients present predominantly for the convenience of emergency department care. Specifics of satisfaction are directed to the timing, and amount of "caring". Demographic correlates including symptom presentation, practice style, location and physician issues directly impact on satisfaction. It is most helpful to develop a productive plan for the "difficult patient", emphasizing communication and empathy. Profiling of the customer satisfaction experience is best accomplished by examining the specifics of satisfaction, nature of the ED patient, demographic profile, symptom presentation and physician interventions emphasizing communication--especially with the difficult patient. The current emergency medicine customer service dilemmas are a complex interaction of both patient and physician factors specifically targeting both efficiency and patient satisfaction. Awareness of these issues particular to the emergency patient can help to maximize efficiency, minimize subsequent medicolegal risk and improve patient care if a tailored management plan is formulated.
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Federal Register 2010, 2011, 2012, 2013, 2014
2012-02-28
...: American Customer Satisfaction Index (ACSI) Government Customer Satisfaction Survey AGENCY: National... Interior is soliciting comments concerning the American Customer Satisfaction Index (ACSI) Government Customer Satisfaction Survey. DATES: Consideration will be given to all comments received by April 30, 2012...
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Federal Register 2010, 2011, 2012, 2013, 2014
2012-10-10
...: 1090-0007, American Customer Satisfaction Index (ACSI) Government Customer Satisfaction Surveys AGENCY... proposed extension of an information collection for the American Customer Satisfaction Index (ACSI) Government Customer Satisfaction Surveys to the Office of Management and Budget (OMB), and requests public...
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Employee and customer satisfaction in healthcare.
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.
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Brand trust and image: effects on customer satisfaction.
Khodadad Hosseini, Sayed Hamid; Behboudi, Leila
2017-08-14
Purpose The purpose of this paper is to investigate brand trust and brand image effects on healthcare service users. Nowadays, managers and health activists are showing increased tendency to marketing and branding to attract and satisfy customers. Design/methodology/approach The current study's design is based on a conceptual model examining brand trust and brand image effects on customer satisfaction. Data obtained from 240 questionnaires (310 respondents) were analyzed using path analysis. Findings Results revealed that the most effective items bearing the highest influence on customer satisfaction and on benefiting from healthcare services include brand image, staff sincerity to its patients, interactions with physicians and rapport. Research limitations/implications This study needs to be conducted in different hospitals and with different patients, which would lead to the model's expansion and its influence on the patient satisfaction. Originality/value Being the first study that simultaneously addresses brand trust and brand image effects on customer satisfaction, this research provides in-depth insights into healthcare marketing. Moreover, identifying significant components associated with healthcare branding helps managers and healthcare activists to create and protect their brands and, consequently, leading to an increased profitability resulting from the enhanced consumer satisfaction. Additionally, it would probably facilitate purchasing processes during the service selection.
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Customer satisfaction with patient care: "Where's the Beef?".
Vukmir, Rade B
2006-01-01
This was an attempt to present an analysis of the literature examining objective information concerning the subject of customer service, as it applies to the current medical practice. Hopefully this information will be synthesized to generate a cogent approach to correlate customer service with quality. Articles were obtained by an English language search of MEDLINE from January 1976 to July 2005. This computerized search was supplemented with literature from the author's personal collection of peer reviewed articles on customer service in a medical setting. This information was presented in a qualitative fashion. There is a significant lack of objective data correlating customer service objectives, patient satisfaction, and quality of care. Patients present predominantly for the convenience of emergency department care. Specifics of satisfaction are directed to the timing, and amount of "caring." Demographic correlates including symptom presentation, practice style, location, and physician issues directly impact on satisfaction. It is most helpful to develop a productive plan for the "difficult patient" emphasizing communication and empathy. The current emergency medicine customer service dilemmas are a complex interaction of both patient and physician factors specifically targeting both efficiency and patient satisfaction. Awareness of these issues can help to maximize efficiency, minimize subsequent medicolegal risk and improve patient care.
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Burton, R; Mauk, D
1993-03-01
By integrating customer satisfaction planning and industrial engineering techniques when examining internal costs and efficiencies, materiel managers are able to better realize what concepts will best meet their customers' needs. Defining your customer(s), applying industrial engineering techniques, completing work sampling studies, itemizing recommendations and benefits to each alternative, performing feasibility and cost-analysis matrixes and utilizing resources through productivity monitoring will get you on the right path toward selecting concepts to use. This article reviews the above procedures as they applied to one hospital's decision-making process to determine whether to incorporate a stockless inventory program. Through an analysis of customer demand, the hospital realized that stockless was the way to go, but not by outsourcing the function--the hospital incorporated an in-house stockless inventory program.
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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.
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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 (c) 2016 APA, all rights reserved).
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Yaghoubi, Maryam; Asgari, Hamed; Javadi, Marzieh
2017-01-01
Context: One of the challenges in the fiercely competitive space of health organizations is responding to customers and building trust and satisfaction in them in the shortest time, with best quality and highest productivity. Hence the aim of this study is to survey the impact of customer relationship management (CRM) on organizational productivity, customer loyalty, satisfaction and trust in selected hospitals of Isfahan (in Iran). Materials and Methods: This study is a correlation descriptive research. Study population was the nurses in selected hospitals of Isfahan and the sampling has been conducted using stratified random method. Data collection tool is a researcher-made questionnaire of CRM and its effects (organizational productivity, customer loyalty, satisfaction and trust) which its validity and reliability has been confirmed by researchers. Structural equation method was used to determine the impact of variables. Data analysis method was structural equation modeling and the software used was SPSS version 16 (IBM, SPSS, 2007 Microsoft Corp., Bristol, UK) and AMOS version 18 (IBM, SPSS, 2010 Microsoft Corp, Bristol, UK). Results: Among the dimensions of CRM, diversification had the highest impact (0.83) and customer acquisition had the lowest (0.57) CRM, had the lowest impact on productivity (0.59) and the highest effect on customer satisfaction (0.83). Conclusions: For the implementation of CRM, it is necessary that the studied hospitals improve strategies of acquiring information about new customers, attracting new customers and keeping them and communication with patients outside the hospital and improve the system of measuring patient satisfaction and loyalty. PMID:28546971
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Federal Register 2010, 2011, 2012, 2013, 2014
2010-12-23
... Request; Technology Transfer Center External Customer Satisfaction Survey (NCI) SUMMARY: In compliance...: Technology Transfer Center External Customer Satisfaction Survey (NCI). Type of Information Collection...: Obtain information on the satisfaction of TTC's external customers with TTC customer services; collect...
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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…
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Federal Register 2010, 2011, 2012, 2013, 2014
2012-06-19
... Collection; Comment Request: Generic Customer Satisfaction Surveys AGENCY: Office of the Chief Information.... This Notice also lists the following information: Title of Proposal: Generic--Customer Satisfaction... to gather this data directly from our customers. HUD will conduct various customer satisfaction...
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Improving Customer Satisfaction: A People CMM Perspective
2010-10-11
customers internal service quality Employee satisfaction in turn fuels employee loyalty , which raises employee productivity. Higher productivity means...greater external service value for customers – which enhances customer satisfaction and loyalty . Internal Service Quality Employee Loyalty ...Employee Productivity Customer Satisfaction and Loyalty “A mere 5% jump in customer loyalty can boost profits 25%”…or more.
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Federal Register 2010, 2011, 2012, 2013, 2014
2011-11-21
...: 1090-0008 American Customer Satisfaction Index (ACSI) E-Government Web Site Customer Satisfaction...) 513-7686, or via email to [email protected] . Individuals providing comments should reference Web... Satisfaction Index (ACSI) E-Government Web site Customer Satisfaction Surveys. OMB Control Number: 1090-0008...
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Federal Register 2010, 2011, 2012, 2013, 2014
2012-10-11
... Proposed Information Collection to OMB Generic Customer Satisfaction Surveys AGENCY: Office of the Chief... data directly from our customers. HUD will conduct various customer satisfaction surveys to gather...: Title of Proposed: Generic Customer Satisfaction Surveys. OMB Approval Number: 2535-0116. Form Numbers...
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A simple and valuable approach for measuring customer satisfaction.
Kinney, William C
2005-08-01
To determine the financial impact of poor customer satisfaction and the value of information gained from using a 1-question customer-satisfaction survey in a medical setting. A single-question customer-satisfaction survey was collected from customers presenting to an academic otolaryngology head and neck surgery outpatient clinic. The overall response rate was 25%, overall net promoter score was 67.3%, lowest net promoter score occurred on Wednesday and Friday, overall net potential referrals were 872, and potential lost revenue from dissatisfied customers equaled US 2.3 million dollars. A single-question customer-satisfaction survey may help identify areas of customer dissatisfaction that lead to a significant source of lost revenue. The competitive forces in today's health care environment require medical practices to address issues related to customer satisfaction.
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Chen, Chao-Chien; Lin, Shih-Yen; Cheng, Chia-Hsin; Tsai, Chia-Ching
2012-01-01
The main purpose of this study is to investigate the impact of service quality and corporate social responsibility (CSR) on customer satisfaction, and customer satisfaction toward post-purchase intentions from sheltered employment institutions. Work experience plays an important role in career development for those people with intellectual disabilities. When they are not yet capable of obtaining a job in the open market, they must receive job training and daily care in sheltered employment institutions. If the sheltered employment institutions cannot operate properly, they will greatly affect intellectual disabilities. From the study of "Children Are Us Bakeries and Restaurants" sheltered employment institutions are one kind of food service business that has been found to request and improve service quality and execution of CSR. These are two main factors which can enhance brand value and create a good reputation for sheltered employment institutions. The questionnaire results indicate that perceived service quality has a positive relationship with customer satisfaction and the reliability dimension is the most important factor for customers to assess service quality. Meanwhile, correlation analysis shows that customer satisfaction regarding service quality influences post-purchase intentions, indicating that friendly and helpful employees can please customers and enhance their satisfaction level and also induce positive post-purchase intentions of consumers. Regarding the CSR of "Children Are Us Bakeries and Restaurants" sheltered employment institutions, the analysis reveals a statistical significance: the greater customer satisfaction of CSR, the higher the post-purchase intention. In addition, in the work, paired-sample t test analysis reveals there is a significant difference (p<.05) in service quality and CSR in terms of "perceived" and "expected" responses. In summary, since those with intellectual disabilities usually are enthusiastic at work and do their best to provide good service and execute CSR well, the value of sheltered employment institutions establishments should be recognized by all should receive continued support and there should be a willingness to hire these intellectually disabled citizens. Copyright © 2012 Elsevier Ltd. All rights reserved.
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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.
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Federal Register 2010, 2011, 2012, 2013, 2014
2013-04-08
... Customer Satisfaction Surveys (Headstone/Marker) Activity: Comment Request AGENCY: National Cemetery... estimates relating to customer satisfaction surveys involving the National Cemetery Administration (NCA.... Title: Generic Clearance for NCA, and IG Customer Satisfaction Surveys. OMB Control Number: 2900-0571...
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78 FR 60020 - Proposed Collection: Comment Request for Voluntary Customer Satisfaction Surveys
Federal Register 2010, 2011, 2012, 2013, 2014
2013-09-30
... Voluntary Customer Satisfaction Surveys ACTION: Notice and request for comments. SUMMARY: The Department of... Treasury is soliciting comments concerning the Customer Satisfaction Survey. DATES: Written comments should..., WV 26106-1328, (304) 480- 8150. SUPPLEMENTARY INFORMATION: Title: Voluntary Customer Satisfaction...
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Federal Register 2010, 2011, 2012, 2013, 2014
2012-06-25
... Customer Satisfaction Survey ACTION: 60-Day Notice of Information Collection Under Review. The Department.../Collection: National Response Team Customer Satisfaction Survey. (3) Agency form number, if any, and the...- specific customer satisfaction survey to more effectively capture customer perception/satisfaction of...
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Positioning patient-perceived medical services to develop a marketing strategy.
Jung, Minsoo; Hong, Myung-Sun
2012-01-01
In today's medical market, marketing philosophy is being rapidly transformed from customer searching to patient satisfaction and service improvement. The principal objective of this study was to contribute to the establishment of a desirable medical marketing strategy, through the factors of customer satisfaction and the positioning of patients' perceptions by marketing institutions. The data were collected from 282 students of the College of Public Health and Medicine in Seoul. The survey tools were developed using the SERVQUAL scale. Analysis in this study involved both statistical and network analysis. The former was used to verify the determinants of service satisfaction as perceived by respondents, via factor analysis and multiple regression analysis. The latter was obtained using a positioning map and 2-mode network analysis with the matrix data converted from raw data. The determining factors for patient satisfaction were identified as facilities, accessibility, process, physicians, and medical staff. The regression equation was significant (R = 0.606), and the most influential variable was the service quality of physicians (β = .569). According to multidimensional scaling, the positioning of medical institutions indicated that patients' perceptions were affected by hospital size and specialization. By recognizing and managing patient satisfaction, medical institutions are able to foster customer loyalty and, in turn, to enhance service quality. It is necessary to develop an adequate marketing mix to provide better medical services and to overcome medical competition among institutions.
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78 FR 56229 - Information Collection; DigitalGov Customer Satisfaction Survey
Federal Register 2010, 2011, 2012, 2013, 2014
2013-09-12
...] Information Collection; DigitalGov Customer Satisfaction Survey AGENCY: Office of Citizen Services and... regarding the DigitalGov Web site Customer Satisfaction Survey. DATES: Submit comments on or before November... Customer Satisfaction Survey by any of the following methods: Regulations.gov : http://www.regulations.gov...
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Federal Register 2010, 2011, 2012, 2013, 2014
2010-07-06
...; Generic Clearance for Customer Satisfaction Research AGENCY: U.S. Census Bureau. ACTION: Notice. SUMMARY... Bureau is requesting an extension of the generic clearance to conduct customer satisfaction research... on feedback from its various customer satisfaction research efforts. Each research design is reviewed...
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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…
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Federal Register 2010, 2011, 2012, 2013, 2014
2011-03-28
... Collection: Comment Request for Customer Satisfaction and Opinion Surveys and Focus Group Interviews AGENCY..., is soliciting comments on the United States Mint customer satisfaction and opinion surveys and focus... States Mint customer satisfaction and opinion surveys and focus group interviews. OMB Number: 1525-0012...
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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 advisory...
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Federal Register 2010, 2011, 2012, 2013, 2014
2013-11-20
... Clearance for Customer Satisfaction Research AGENCY: U.S. Census Bureau, Commerce. ACTION: Notice. SUMMARY... requesting an extension of the generic clearance to conduct customer satisfaction research which may be in... feedback from its various customer satisfaction research efforts. Each research design is reviewed for...
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Berwouts, Sarah; Dequeker, Elisabeth
2011-08-01
The Cystic Fibrosis European Network, coordinated from within the Katholieke Universiteit Leuven, is the provider of the European cystic fibrosis external quality assessment (EQA) scheme. The network aimed to seek feedback from laboratories that participated in the cystic fibrosis scheme in order to improve services offered. In this study we analysed responses to an on-line customer satisfaction survey conducted between September and November 2009. The survey was sent to 213 laboratories that participated in the cystic fibrosis EQA scheme of 2008; 69 laboratories (32%) responded. Scores for importance and satisfaction were obtained from a five-point Likert scale for 24 attributes. A score of one corresponded to very dissatisfied/very unimportant and five corresponded to very satisfied/very important. Means were calculated and placed in a two-dimensional grid (importance-satisfaction analysis). Means were subtracted from each other to obtain gap values (gap-analysis). No attribute had a mean score below 3.63. The overall mean of satisfaction was 4.35. Opportunities for improvement enclosed clarity, usefulness and completeness of the general report and individual comments, and user-friendliness of the electronic datasheet. This type of customer satisfaction survey was a valuable instrument to identify opportunities to improve the cystic fibrosis EQA scheme. It should be conducted on a regular basis to reveal new opportunities in the future and to assess effectiveness of actions taken. Moreover, it could be a model for other EQA providers seeking feedback from participants. Overall, the customer satisfaction survey provided a powerful quality of care improvement tool.
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The problem of bias when nursing facility staff administer customer satisfaction surveys.
Hodlewsky, R Tamara; Decker, Frederic H
2002-10-01
Customer satisfaction instruments are being used with increasing frequency to assess and monitor residents' assessments of quality of care in nursing facilities. There is no standard protocol, however, for how or by whom the instruments should be administered when anonymous, written responses are not feasible. Researchers often use outside interviewers to assess satisfaction, but cost considerations may limit the extent to which facilities are able to hire outside interviewers on a regular basis. This study was designed to investigate the existence and extent of any bias caused by staff administering customer satisfaction surveys. Customer satisfaction data were collected in 1998 from 265 residents in 21 nursing facilities in North Dakota. Half the residents in each facility were interviewed by staff members and the other half by outside consultants; scores were compared by interviewer type. In addition to a tabulation of raw scores, ordinary least-squares analysis with facility fixed effects was used to control for resident characteristics and unmeasured facility-level factors that could influence scores. Significant positive bias was found when staff members interviewed residents. The bias was not limited to questions directly affecting staff responsibilities but applied across all types of issues. The bias was robust under varying constructions of satisfaction and dissatisfaction. A uniform method of survey administration appears to be important if satisfaction data are to be used to compare facilities. Bias is an important factor that should be considered and weighed against the costs of obtaining outside interviewers when assessing customer satisfaction among long term care residents.
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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.
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Measuring Air Force Contracting Customer Satisfaction
2015-12-01
NAVAL POSTGRADUATE SCHOOL MONTEREY, CALIFORNIA MBA PROFESSIONAL REPORT MEASURING AIR FORCE CONTRACTING CUSTOMER SATISFACTION ...... satisfaction elements should be included in a standardized tool that measures the level of customer satisfaction for AF Contracting’s external and
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Rahmani, Zienolabedin; Ranjbar, Mansour; Gara, Ali Asgar Nadi; Gorji, Mohammad Ali Heidari
2017-06-01
Healthcare providers are competitive, owing to heightened customers' awareness and expectations of health care services. The aim of this study was to determine the relationship between customer value creation and loyalty with mediator trust and customer satisfaction. This is a cross sectional survey study. Participants were 196 patients referred to private hospitals in Sari city, Iran from May to June 2014 which were selected by convenience sampling method. Data were collected using questionnaires. Data were analyzed using the structural equation modeling software Smart PLS. The results revealed a relationship between customer value creation and customer loyalty in a Sari city private hospital, and customer satisfaction and trust, mediate the relationship between customer value creation and customer loyalty. The results also revealed significant positive relationship between customer satisfaction and trust (p=0.000 r=0.585). customer satisfaction and trust mediate the relationship between customer value creation and customer loyalty.
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75 FR 35093 - Submission for Review: Customer Satisfaction Surveys, OMB Control No. 3206-0236.
Federal Register 2010, 2011, 2012, 2013, 2014
2010-06-21
... OFFICE OF PERSONNEL MANAGEMENT Submission for Review: Customer Satisfaction Surveys, OMB Control... Satisfaction Surveys. As required by the Paperwork Reduction Act of 1995 (Pub. L. 104-13, 44 U.S.C. chapter 35... customers to evaluate our performance in providing services. Customer satisfaction surveys are valuable...
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75 FR 65040 - Submission for Review: Customer Satisfaction Surveys, OMB Control No. 3206-0236
Federal Register 2010, 2011, 2012, 2013, 2014
2010-10-21
... OFFICE OF PERSONNEL MANAGEMENT Submission for Review: Customer Satisfaction Surveys, OMB Control... Satisfaction Surveys. As required by the Paperwork Reduction Act of 1995 (Pub. L. 104-13, 44 U.S.C. chapter 35.... Customer satisfaction surveys are valuable tools to gather information from our customers so we can design...
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Rahmani, Zienolabedin; Ranjbar, Mansour; Gara, Ali Asgar Nadi; gorji, Mohammad Ali Heidari
2017-01-01
Background Healthcare providers are competitive, owing to heightened customers’ awareness and expectations of health care services. Objective The aim of this study was to determine the relationship between customer value creation and loyalty with mediator trust and customer satisfaction. Methods This is a cross sectional survey study. Participants were 196 patients referred to private hospitals in Sari city, Iran from May to June 2014 which were selected by convenience sampling method. Data were collected using questionnaires. Data were analyzed using the structural equation modeling software Smart PLS. Results The results revealed a relationship between customer value creation and customer loyalty in a Sari city private hospital, and customer satisfaction and trust, mediate the relationship between customer value creation and customer loyalty. The results also revealed significant positive relationship between customer satisfaction and trust (p=0.000 r=0.585). Conclusion customer satisfaction and trust mediate the relationship between customer value creation and customer loyalty. PMID:28848619
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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.
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[How significant are customer surveys in the rehabilitation of patients with mental illness?].
Queri, S; Spörrle, M
2008-12-01
In Germany, customer surveys in the field of rehabilitation meanwhile are of high political relevance - particularly since the Deutsche Rentenversicherung (German Pension Insurance) has defined customer judgements as a significant outcome parameter. Both the theoretical conceptualization and the empirical data available suggest that customer satisfaction is a construct widely dependent on subjective factors, which has only little reference to the reality of treatment. In the Herzogsägmühle Rehabilitation Centre a detailed customer survey (rehabilitants with mental illness) was carried out for the first time in 2007 in the framework of internal quality management. Data analysis was to yield new knowledge concerning the validity of subjective patient-related outcome parameters as well as relative to the content dimensioning regarding satisfaction and quality judgments in this specific sample. A Centre-specific questionnaire was constructed taking into account existing empirical data and theoretical considerations concerning the relevant content dimensions of customer satisfaction. Forty-six mostly male rehabilitants with an average age of 25 were interviewed. The majority of the interviewees had been diagnosed as having a schizophrenic or an affective disorder. The data obtained was submitted to a predominantly explorative data analysis, also testing various hypotheses. The results show that the rehabilitants' judgements are differentiated and that the expected positive bias was restricted to a few areas. Also it could be shown that treatment satisfaction and quality evaluations present different content dimensions. While satisfaction depends on the evaluation of treatment efficacy, the quality judgement is dependent on evaluation of the professional skills of the staff involved. CONCLUSION/CONSEQUENCES: In particular the quality judgments of the rehabilitants are important in both internal and external (by the cost carriers) quality management assurance. Both theoretical considerations and empirical findings on the subject of patient satisfaction suggest that surveys should be embedded in a comprehensive evaluation concept in the framework of effectiveness research. It is therefore projected to validate the patient judgements given at the Rehabilitation Centre on objective, treatment-related outcome parameters.
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Reducing wait time in a hospital pharmacy to promote customer service.
Slowiak, Julie M; Huitema, Bradley E; Dickinson, Alyce M
2008-01-01
The purpose of this study was to compare the effects of 2 different interventions on wait times at a hospital outpatient pharmacy: (1) giving feedback to employees about customer satisfaction with wait times and (2) giving a combined intervention package that included giving more specific feedback about actual wait times and goal setting for wait time reduction in addition to the customer satisfaction feedback. The relationship between customer satisfaction ratings and wait times was examined to determine whether wait times affected customer service satisfaction. Participants were 10 employees (4 pharmacists and 6 technicians) of an outpatient pharmacy. Wait times and customer satisfaction ratings were collected for "waiting customers." An ABCBA' within-subjects design was used to assess the effects of the interventions on both wait time and customer satisfaction, where A was the baseline (no feedback and no goal setting); B was the customer satisfaction feedback; C was the customer satisfaction feedback, the wait time feedback, and the goal setting for wait time reduction; and A' was a follow-up condition that was similar to the original baseline condition. Wait times were reduced by approximately 20%, and there was concomitant increased shift in levels of customer satisfaction, as indicated by the correlation between these variables (r = -0.57 and P < .05). Given the current prescription-filling process, we do not expect that major, additional reductions in wait times could be produced. Many variables may account for the variability in any individual customer's wait time. Data from this study may provide useful preliminary benchmarking data for standard pharmacy wait times.
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Customer Satisfaction with Public Libraries.
ERIC Educational Resources Information Center
D'Elia, George; Rodger, Eleanor Jo
1996-01-01
Surveys conducted in 142 urban public libraries examined customer satisfaction, comparisons with other libraries, and factors affecting satisfaction. Overall, customers were satisfied with their libraries but experienced different levels of satisfaction based on convenience, availability of materials and information, and services facilitating…
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Basic Features of Customer Satisfaction with Train Schedules
NASA Astrophysics Data System (ADS)
Murakoshi, Akiko; Kunimatsu, Taketoshi; Saito, Ayano
This paper aims to reveal the fundamental features of customer satisfaction with train schedules, which is one of the most basic services provided by a railway company. A customer satisfaction survey of passengers who frequently utilize three lines in the metropolitan area was conducted; we obtained the following findings: (a) out of nine factors to evaluate a train schedule from a passenger's viewpoint, the four most important ones are the frequency of trains running, punctuality, congestion rate, and time distance; (b) the ride-frequency influences the degree of satisfaction with train schedules in a particular line; and (c) it is important to set a numeric goal for the level of customer satisfaction by grasping the relationship between the transport service and a passenger's satisfaction with that service. The difference between customer satisfaction and passenger disutility is also discussed. The findings are expected to help conduct customer satisfaction surveys and also to form the basis for establishing a method by which to evaluate a train schedule from passengers' satisfaction ratings.
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[From empowerment to customer satisfaction: experience of a medical oncology unit].
Cifaldi, L; Gareri, R; Cristina, G; Felicetti, V; Gremigni, U
2009-01-01
The purpose of the study was the objective assessment of the outpatients satisfaction of the Medical Oncology Unit in Colleferro (USL Roma G), Italy. A retrospective survey conducted on 584 patients using a closed questionnaire focusing on nine items assess the degree of satisfaction expressed by patients relating to the different aspects of the service. The main aspects object of analysis were the accommodation, the relationship with the staff, the comfort of the structure and the health assistance received. The survey showed a high percentage of overall satisfaction for each of the nine parameters evaluated. There were no significant differences appreciated on a personal variables. The evaluation of customer satisfaction is a useful tool to measure patients approval and to meet their needs.
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Lei, Ping; Jolibert, Alain
2012-11-30
Previous research has addressed the relationship between customer satisfaction, perceived quality and customer loyalty intentions in consumer markets. In this study, we test and compare three theoretical models of the quality-satisfaction-loyalty relationship in the Chinese healthcare system. This research focuses on hospital patients as participants in the process of healthcare procurement. Empirical data were obtained from six Chinese public hospitals in Shanghai. A total of 630 questionnaires were collected in two studies. Study 1 tested the research instruments, and Study 2 tested the three models. Confirmatory factor analysis was used to assess the scales' construct validity by testing convergent and discriminant validity. A structural equation model (SEM) specified the distinctions between each construct. A comparison of the three theoretical models was conducted via AMOS analysis. The results of the SEM demonstrate that quality and satisfaction are distinct concepts and that the first model (satisfaction mediates quality and loyalty) is the most appropriate one in the context of the Chinese healthcare environment. In this study, we test and compare three theoretical models of the quality-satisfaction-loyalty relationship in the Chinese healthcare system. Findings show that perceived quality improvement does not lead directly to customer loyalty. The strategy of using quality improvement to maintain patient loyalty depends on the level of patient satisfaction. This implies that the measurement of patient experiences should include topics of importance for patients' satisfaction with health care services.
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Yang, Yi-Feng
2012-10-01
The present paper evaluates the effect of transformational leadership on job satisfaction and change commitment along with their interconnected effects (mediation) on cooperative conflict resolution (management) in customer service activities in Taiwan. The multi-source samples consist of data from personnel serving at customer centers (workgroups), such as phone service personnel, customer representatives, financial specialists, and front-line salespeople. An empirical study was carried out using a multiple mediation procedure incorporating boot-strapping techniques and PRODCLIN2 with structural equation modeling (SEM) analysis. The results indicate that the main effect of the leadership style on cooperative conflict resolution is mediated by change commitment and job satisfaction.
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Customer perceived service quality, satisfaction and loyalty in Indian private healthcare.
Kondasani, Rama Koteswara Rao; Panda, Rajeev Kumar
2015-01-01
The purpose of this paper is to analyse how perceived service quality and customer satisfaction lead to loyalty towards healthcare service providers. In total, 475 hospital patients participated in a questionnaire survey in five Indian private hospitals. Descriptive statistics, factor analysis, regression and correlation statistics were employed to analyse customer perceived service quality and how it leads to loyalty towards service providers. Results indicate that the service seeker-service provider relationship, quality of facilities and the interaction with supporting staff have a positive effect on customer perception. Findings help healthcare managers to formulate effective strategies to ensure a better quality of services to the customers. This study helps healthcare managers to build customer loyalty towards healthcare services, thereby attracting and gaining more customers. This paper will help healthcare managers and service providers to analyse customer perceptions and their loyalty towards Indian private healthcare services.
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75 FR 74082 - Agency Information Collection Activities: Proposed Collection; Comments Requested
Federal Register 2010, 2011, 2012, 2013, 2014
2010-11-30
... of information collection under review: customer satisfaction surveys. The Department of Justice (DOJ... collection. (2) Title of the Form/Collection: Customer Satisfaction Surveys. (3) Agency form number, if any... program-specific customer satisfaction surveys to more effectively capture customer perception...
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Federal Register 2010, 2011, 2012, 2013, 2014
2013-01-16
... Information Collection Tools Relating to Customer Satisfaction Surveys AGENCY: Internal Revenue Service (IRS..., the IRS is soliciting comments concerning an existing Customer Satisfaction Surveys previously... information collection tools, reporting, and record-keeping requirements: Title: IRS Customer Satisfaction...
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Healthscape role towards customer satisfaction in private healthcare.
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.
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Federal Register 2010, 2011, 2012, 2013, 2014
2013-08-01
... Information Collection Activity Under OMB Review: Aviation Security Customer Satisfaction Performance... surveying travelers to measure customer satisfaction of aviation security in an effort to more efficiently... Title: Aviation Security Customer Satisfaction Performance Measurement Passenger Survey. Type of Request...
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Federal Register 2010, 2011, 2012, 2013, 2014
2010-05-26
... Information Collection Activity Under OMB Review: Aviation Security Customer Satisfaction Performance... surveying travelers to measure customer satisfaction of aviation security in an effort to more efficiently.... Information Collection Requirement OMB Control Number 1652-0013; Aviation Security Customer Satisfaction...
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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 improved through a better communication process with the market and an intensive and extensive training of personnel. A special marketing campaign could help build a better image by explaining CEEE's goals to improve quality. Finally, a bottom line of satisfaction scores (as quality indicators) should be set for the entire company.
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Federal Register 2010, 2011, 2012, 2013, 2014
2012-07-16
... Collection, Comments Requested: CRS Customer Satisfaction Survey ACTION: 30-Day Notice of Information.... (2) Title of the Form/Collection: CRS--Customer Satisfaction Survey. (3) Agency form number, if any... and informal community leaders. Abstract: The CRS `Customer Satisfaction Survey' will help CRS...
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Federal Register 2010, 2011, 2012, 2013, 2014
2011-02-14
... Submission of Technology Transfer Center (TTC) External Customer Satisfaction Surveys (NCI) The Federal... project titled, ``Technology Transfer Center (TTC) External Customer Satisfaction Survey (NCI)'' was... will include multiple customer satisfaction surveys over the course of three years. At this time, only...
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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…
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NASA Astrophysics Data System (ADS)
Hashim, S. H. A.; Hamid, F. A.; Kiram, J. J.; Sulaiman, J.
2017-09-01
This paper aims to investigate the relationship between factors that affecting the demand for broadband and the level of satisfaction. Previous researchers have found that the adoption of broadband is greatly influenced by many factors. Thus, in this study, a self-administered questionnaire was developed to obtain the factors affecting demand for broadband among broadband customers as well as their level of satisfaction. Pearson correlation, one-way analysis of variance (ANOVA) and t-test were used for statistical interpretation of the relationship. This study shows that there are better relationships between several factors over demand for broadband and satisfaction level.
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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.
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Federal Register 2010, 2011, 2012, 2013, 2014
2010-09-21
... Collection; Comment Request; Customer and Other Partners Satisfaction Surveys SUMMARY: In compliance with the... Satisfaction Surveys. Type of Information Collection Request: Extension request. Need and Use of Information... evaluate the satisfaction of various Clinical Center customers and other partners with Clinical Center...
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Federal Register 2010, 2011, 2012, 2013, 2014
2010-09-10
... Request; Commercial Service Annual Customer Satisfaction Survey AGENCY: International Trade Administration... assistance services. The CS uses an Annual Customer Satisfaction Survey to measure client's overall satisfaction with the full array of services and experiences they have had with the CS on an annual basis. The...
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Federal Register 2010, 2011, 2012, 2013, 2014
2013-06-27
... Customer Satisfaction Surveys (Headstone/Marker)) Activity Under OMB Review AGENCY: National Cemetery... Customer Satisfaction Surveys. OMB Control Number: 2900-0571. Type of Review: Revision of a currently... they want and their level of satisfaction with existing service. VA will use the data collected to...
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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 upon...
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Federal Register 2010, 2011, 2012, 2013, 2014
2012-08-24
... Customer Satisfaction Survey ACTION: 30-Day notice of information collection under review. The Department... Satisfaction Survey. (3) Agency form number, if any, and the applicable component of the Department of Justice... customer satisfaction survey to more effectively capture customer perception/satisfaction of services. AEPD...
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Federal Register 2010, 2011, 2012, 2013, 2014
2010-01-21
... Customer Satisfaction Surveys (Headstone/Marker)) Activity Under OMB Review AGENCY: National Cemetery... Clearance for NCA, and IG Customer Satisfaction Surveys. OMB Control Number: 2900-0571. Type of Review... kind and quality of services they want and their level of satisfaction with existing service. VA will...
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Accounting for trip frequency in importance-performance analysis
Joshua K. Gill; J.M. Bowker; John C. Bergstrom; Stanley J. Zarnoch
2010-01-01
Understanding customer satisfaction is critical to the successful operation of both privately and publicly managed recreation venues. A popular tool for assessing recreation visitor satisfaction is Importance- Performance Analysis (IPA). IPA provides resource managers, government officials, and private businesses with easy-to-understand and -use information about...
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Measuring and improving customer satisfaction with government services
Glen D. Alexander
1995-01-01
Two years ago, Ohio State Park developed a methodology of measuring customer satisfaction, to gauge the effectiveness of our customer service. What follows is a discussion of our installation of systems to measure and improve customer satisfaction, the interpretation of the data, and the positive results we have enjoyed.
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Federal Register 2010, 2011, 2012, 2013, 2014
2011-03-02
...; Comment Request; Generic Submission of Technology Transfer Center (TTC) External Customer Satisfaction... Transfer Center (TTC) External Customer Satisfaction Surveys (NCI). Type of Information Collection Request... information on the satisfaction of TTC's external customers with TTC customer services; collect information of...
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[Patient satisfaction in a laboratory test collection unit].
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.
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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.
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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.
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20 CFR 666.100 - What performance indicators must be included in a State's plan?
Code of Federal Regulations, 2010 CFR
2010-04-01
..., respectively and the two customer satisfaction indicators. (1) For the Adult program, these indicators are: (i...) A single customer satisfaction measure for employers and a single customer satisfaction indicator...
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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.
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Harter, James K; Schmidt, Frank L; Hayes, Theodore L
2002-04-01
Based on 7,939 business units in 36 companies, this study used meta-analysis to examine the relationship at the business-unit level between employee satisfaction-engagement and the business-unit outcomes of customer satisfaction, productivity, profit, employee turnover, and accidents. Generalizable relationships large enough to have substantial practical value were found between unit-level employee satisfaction-engagement and these business-unit outcomes. One implication is that changes in management practices that increase employee satisfaction may increase business-unit outcomes, including profit.
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Gebregeorgise, Dawit T; Mohammed, Tofik A; Redi, Zebiba S; Sporrong, Sofia Kälvemark
2018-06-01
The aim of this study was to assess customers' perceptions of and satisfaction with MRO services in Addis Ababa and to explore factors associated with their satisfaction and reasons for visits. A cross-sectional survey was conducted among customers selected from 28 MROs in Addis Ababa, using multi-stage sampling techniques. Simple descriptive statistics and multivariable logistic regression at 95% confidence interval were used for the analysis. Of 396 respondents, 324 (81.8%) visited MROs to purchase prescription medicines. A majority (338/396; 85.4%) of them perceived that pharmacists and druggists (pharmacy professionals) play a major role in healthcare delivery. A third (140/396; 35.4%) of the respondents agreed with the statement that pharmacy professionals are more concerned about patient care than about their business. Regarding reasons for visiting, being married was positively associated with buying over-the-counter, higher educational status was linked with more satisfaction. Overall, 56.8% (225/396) of the respondents reported that they were satisfied with the service provided by MROs. Customers of MROs had mixed perceptions of and satisfaction with the current service. Marital status and age were associated with the reason for visiting, while the educational level was associated with the level of satisfaction. The overall positive perceptions and satisfaction about MROs should be taken as an opportunity to promote and improve pharmaceutical services rendered in MROs, to ensure that the public is receiving maximum benefit. © 2017 Royal Pharmaceutical Society.
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Lower-fat menu items in restaurants satisfy customers.
Fitzpatrick, M P; Chapman, G E; Barr, S I
1997-05-01
To evaluate a restaurant-based nutrition program by measuring customer satisfaction with lower-fat menu items and assessing patrons' reactions to the program. Questionnaires to assess satisfaction with menu items were administered to patrons in eight of the nine restaurants that volunteered to participate in the nutrition program. One patron from each participating restaurant was randomly selected for a semistructured interview about nutrition programming in restaurants. Persons dining in eight participating restaurants over a 1-week period (n = 686). Independent samples t tests were used to compare respondents' satisfaction with lower-fat and regular menu items. Two-way analysis of variance tests were completed using overall satisfaction as the dependent variable and menu-item classification (ie, lower fat or regular) and one of eight other menu item and respondent characteristics as independent variables. Qualitative methods were used to analyze interview transcripts. Of 1,127 menu items rated for satisfaction, 205 were lower fat, 878 were regular, and 44 were of unknown classification. Customers were significantly more satisfied with lower-fat than with regular menu items (P < .001). Overall satisfaction did not vary by any of the other independent variables. Interview results indicate the importance of restaurant during as an indulgent experience. High satisfaction with lower-fat menu items suggests that customers will support restaurant providing such choices. Dietitians can use these findings to encourage restaurateurs to include lower-fat choices on their menus, and to assure clients that their expectations of being indulged are not incompatible with these choices.
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Measuring patient satisfaction.
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.
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Yanai, M
2000-09-01
One aspect whereby effectiveness of clinical pathologists can be measured is customer service and satisfaction. Clinical pathologist should identify their customers, their processes and procedures to meet these needs to the customer's satisfaction. To identify customer's satisfaction, the records of on-call consultations with clinical pathologists were analyzed. Between January 1996 and December 1998, 1327 consultations were recorded, 40% of which were consultations from physicians, 50% from medical technologists. Physicians requested interpretation of laboratory data obtained, and clinical knowledge mainly concerning the microbiology and hematology during office hours. On holidays, physicians needed help performing emergency tests such as Gram stain and Wright-Giemsa stain. During office hours, medical technologists requested clinical information concerning patients in whom unreasonable data would be reported and the contact to the clinical side. Furthermore, technologists inquired about the methodology of laboratory tests during day duty on holidays. These results indicated that the clinical pathologist in our hospital could satisfy the customer(physicians and medical technologists), by providing 1) a wide range of clinical knowledge concerning not only the laboratory medicine but clinical medicine including therapeutics, 2) capability of performing emergency tests such as Gram stain and Wright-Giemsa stain, and 3) capability of interpreting the results obtained. Although these would not be adopted in every hospital, every clinical pathologist should examine his role in the hospital.
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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 satisfaction...
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Determining customer satisfaction in anatomic pathology.
Zarbo, Richard J
2006-05-01
Measurement of physicians' and patients' satisfaction with laboratory services has become a standard practice in the United States, prompted by national accreditation requirements. Unlike other surveys of hospital-, outpatient care-, or physician-related activities, no ongoing, comprehensive customer satisfaction survey of anatomic pathology services is available for subscription that would allow continual benchmarking against peer laboratories. Pathologists, therefore, must often design their own local assessment tools to determine physician satisfaction in anatomic pathology. To describe satisfaction survey design that would elicit specific information from physician customers about key elements of anatomic pathology services. The author shares his experience in biannually assessing customer satisfaction in anatomic pathology with survey tools designed at the Henry Ford Hospital, Detroit, Mich. Benchmarks for physician satisfaction, opportunities for improvement, and characteristics that correlated with a high level of physician satisfaction were identified nationally from a standardized survey tool used by 94 laboratories in the 2001 College of American Pathologists Q-Probes quality improvement program. In general, physicians are most satisfied with professional diagnostic services and least satisfied with pathology services related to poor communication. A well-designed and conducted customer satisfaction survey is an opportunity for pathologists to periodically educate physician customers about services offered, manage unrealistic expectations, and understand the evolving needs of the physician customer. Armed with current information from physician customers, the pathologist is better able to strategically plan for resources that facilitate performance improvements in anatomic pathology laboratory services that align with evolving clinical needs in health care delivery.
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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.
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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.
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Ierardo, G; Luzzi, V; Vestri, A; Sfasciotti, G L; Polimeni, A
2008-03-01
Healthcare facility management requires the optimisation of the quality of services offered. The Authors adopted a questionnaire as a means to assess customer satisfaction and needs. The Questionnaire has been designed to address adults, i.e., parents or guardians of children attending the Paediatric unit as patients. To estimate their degree of satisfaction, either regarding the environment where children are treated or about the direct interactions between the parents and the structure (waiting room, waiting time, treatment time and time needed to make the payments, costs, etc.), the questionnaire was submitted to a sample of approximately 600 customers, between March and June of 2005. On one hand results provide a pleasant confirmation on customers' perception of the service, especially regarding the direct relationship between the parties; on the other, they highlight aspects that could be improved (waiting room, optimisation of waiting time), distinguishing between factors that need extra funding to be implemented, and those that, instead, could be simply improved through a better and more efficient organisation of labour and time. The present analysis and previous experiences confirm that appraisal of the degree of customers' satisfaction by means of questionnaires is a valid and necessary instrument for the quality improvement of a healthcare service. Doing so, economic and human resources can be more efficiently allocated.
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National Aeronautics and Space Administration: Guidance for Improving Customer Satisfaction.
1994-04-01
Logistics Management Institute National Aeronautics and Space Administration Guidance for Improving Customer Satisfaction NS302RD1 Lawrence... Management Institute (LMI) has been engaged to provide a common approach for planning, conducting, and analyzing customer satisfaction surveys. LMI...groups and formal surveys) (2) Process definition provides the understanding for addressing customer concerns (3) Management and employee
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Proactive patient rounding to increase customer service and satisfaction on an orthopaedic unit.
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.
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76 FR 6633 - Agency Information Collection Activities: Proposed Collection; Comments Requested
Federal Register 2010, 2011, 2012, 2013, 2014
2011-02-07
... of Information Collection Under Review: Customer Satisfaction Surveys. The Department of Justice (DOJ...: Extension of a currently approved collection. (2) Title of the Form/Collection: Customer Satisfaction... of Alcohol, Tobacco, Firearms and Explosives distribute program-specific customer satisfaction...
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[Job satisfaction of sales people: a covariance structure analysis of the motivational process].
Adachi, T
1998-08-01
The purpose of this study was to investigate the relationship among job satisfaction, job involvement, and work motivation. Two hundred thirty-nine sales people completed a questionnaire of job satisfaction (pay, interpersonal relationship, work environment, and job content), job involvement, and work motivation. The data were analyzed with covariance structure analysis, and the model, which was constructed beforehand, fitted well with relatively high GFI and AGFI. Results of the analysis showed that job satisfaction, in terms of pay and interpersonal relationship, influenced job content satisfaction, which in turn indirectly influenced work motivation, mediated through job involvement. In addition, the data indicated that satisfaction with customer relationship was strongly related to job content satisfaction in the sample of sales people.
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The silent customers: measuring customer satisfaction in nursing homes.
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.
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Federal Register 2010, 2011, 2012, 2013, 2014
2010-08-09
...-0102; Federal Emergency Management Agency Housing Inspection Services Customer Satisfaction Survey... Emergency Management Agency Housing Inspection Services Customer Satisfaction Survey. SUMMARY: The Federal... Inspection Services Customer Satisfaction Survey. Type of Information Collection: Revision of a currently...
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Federal Register 2010, 2011, 2012, 2013, 2014
2010-03-01
... DEPARTMENT OF VETERANS AFFAIRS [OMB Control No. 2900-0712] Proposed Information Collection (Nation-Wide Customer Satisfaction Surveys) Activity: Comment Request AGENCY: Veterans Health Administration... use of other forms of information technology. Title: Nation-wide Customer Satisfaction Surveys, VA...
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Federal Register 2010, 2011, 2012, 2013, 2014
2012-10-19
... DEPARTMENT OF VETERANS AFFAIRS [OMB Control No. 2900-0712] Agency Information Collection (Nation-Wide Customer Satisfaction Surveys) Activities Under OMB Review AGENCY: Veterans Health Administration... ``OMB Control No. 2900-0712.'' SUPPLEMENTARY INFORMATION: Title: Nation-wide Customer Satisfaction...
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Federal Register 2010, 2011, 2012, 2013, 2014
2010-05-07
... DEPARTMENT OF VETERANS AFFAIRS [OMB Control No. 2900-0712] Agency Information Collection (Nation-wide Customer Satisfaction Surveys) Activities Under OMB Review AGENCY: Veterans Health Administration... ``OMB Control No. 2900-0712.'' SUPPLEMENTARY INFORMATION: Title: Nation-wide Customer Satisfaction...
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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.
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2013-12-01
equity employed). Customer measures, such as customer satisfaction , are intended to measure the company’s performance from the customer’s perspective...link between a non-financial measure and a firm’s financial performance. For example, one could meet objectives relating to customer satisfaction ... customer satisfaction . Who then is the customer of a strike fighter squadron? Kaplan and Norton (2004) write extensively about 61 the value
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A research model of health-care competition and customer satisfaction.
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.
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Impact of service attributes on customer satisfaction and loyalty in a healthcare context.
Lonial, Subash; Raju, P S
2015-01-01
The purpose of this paper is to examine the role of perceived service attributes in the development of overall customer satisfaction (OCS) and customer loyalty (CL) in a health-care setting. This paper also sheds light on the role of hospitalist physicians (HPs) and offers suggestions to improve patient satisfaction and loyalty. A telephone survey was used to collect data from recently hospitalized patients with respect to their HP. Structural equations modeling (SEM) was used to confirm the overall relationships between perceived service quality (PSQ), OCS and CL. The sample was then divided into customer relationship groups (CRGs) based on satisfaction and loyalty measures. Discriminant analysis was used to determine which attributes differentiated most between high and low satisfaction and loyalty groups. Overall relationships among PSQ, OCS and CL were in conformity with the conceptual model. Findings also revealed that service attributes played an important role in distinguishing between high and low satisfaction and loyalty groups, although some attributes were more important than others and different attributes emerged as being key influencers for satisfaction and loyalty. The conceptual model used is a fairly straight forward model, and we have not considered the impact of individual factors such as expectations and value perceptions or involvement levels and demographic characteristics on service quality and overall satisfaction. The data for this study were provided by a major health maintenance organization (HMO), and there is room for improvement in the manner in which certain constructs were measured. For example, OCS, recommendation and retention all used single item measures, and it might have been preferable to use multiple item measures for these constructs. The study shows that organizations can benefit by identifying and focusing on critical attributes as part of their customer relationship management program. The SEM results provide strong support for the overall model linking service quality, OCS and CL in a health-care setting. As one would expect, PSQ has a strong impact on OCS, which, in turn, has a fairly strong impact on CL. However, there is also a significant direct linkage between PSQ and CL. This linkage shows that at least a certain portion of CL could evolve independent of the satisfaction level with the HP. This shows that, in addition to trying to improve satisfaction, organizations should also explore influencing loyalty directly, perhaps by the strategic use of service attribute perceptions. The study shows that customer perceptions at the service attribute level can often be the key to the generation and management of customer satisfaction and loyalty. It also has significance for how satisfaction and loyalty with HPs can be improved in a hospital setting.
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76 FR 1471 - FY 2010 Annual Compliance Report; Comment Request
Federal Register 2010, 2011, 2012, 2013, 2014
2011-01-10
... issued rules on periodic reporting of service performance measurement and customer satisfaction in FY...-FY10- 29. Id. at 12. Customer satisfaction. The FY 2010 ACR discusses the Postal Service's transition... filing; service performance results; levels of customer satisfaction achieved; progress toward goals...
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Federal Register 2010, 2011, 2012, 2013, 2014
2012-09-10
... Customer Satisfaction Surveys and Conference Evaluations ACTION: Notice. SUMMARY: The Department of Labor... periodically conducts customer satisfaction surveys and conference evaluations that help assess Departmental... of Collection: DOL Generic Solution for Customer Satisfaction Surveys and Conference Evaluations. OMB...
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Federal Register 2010, 2011, 2012, 2013, 2014
2013-12-09
...; Federal Emergency Management Agency Housing Inspection Services Customer Satisfaction Survey AGENCY... comments concerning the housing inspection services customer satisfaction survey. DATES: Comments must be... customers to determine the kind and quality of services requested and their level of satisfaction with...
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Federal Register 2010, 2011, 2012, 2013, 2014
2012-01-17
... DEPARTMENT OF VETERANS AFFAIRS [OMB Control No. 2900-0712] Proposed Information Collection (Nation-wide Customer Satisfaction Surveys) Activity: Comment Request AGENCY: Veterans Health Administration... techniques or the use of other forms of information technology. Title: Nation-wide Customer Satisfaction...
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Federal Register 2010, 2011, 2012, 2013, 2014
2010-01-25
... Proposed Information Collection: Indian Health Service Customer Satisfaction Survey AGENCY: Indian Health...: 0917-NEW, ``Indian Health Service Customer Satisfaction Survey.'' Type of Information Collection... Customer Satisfaction Survey.'' Form(s): Tribal Homeowner Survey, Tribal Partner Survey, Annual Operator...
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Federal Register 2010, 2011, 2012, 2013, 2014
2012-11-27
... for OMB Review; Comment Request; DOL Generic Solution for Customer Satisfaction Surveys and Conference... request (ICR) titled, ``DOL Generic Solution for Customer Satisfaction Surveys and Conference Evaluations...). SUPPLEMENTARY INFORMATION: The DOL periodically conducts customer satisfaction surveys and conference...
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2012-01-01
Background Previous research has addressed the relationship between customer satisfaction, perceived quality and customer loyalty intentions in consumer markets. In this study, we test and compare three theoretical models of the quality–satisfaction–loyalty relationship in the Chinese healthcare system. Methods This research focuses on hospital patients as participants in the process of healthcare procurement. Empirical data were obtained from six Chinese public hospitals in Shanghai. A total of 630 questionnaires were collected in two studies. Study 1 tested the research instruments, and Study 2 tested the three models. Confirmatory factor analysis was used to assess the scales’ construct validity by testing convergent and discriminant validity. A structural equation model (SEM) specified the distinctions between each construct. A comparison of the three theoretical models was conducted via AMOS analysis. Results The results of the SEM demonstrate that quality and satisfaction are distinct concepts and that the first model (satisfaction mediates quality and loyalty) is the most appropriate one in the context of the Chinese healthcare environment. Conclusions In this study, we test and compare three theoretical models of the quality–satisfaction–loyalty relationship in the Chinese healthcare system. Findings show that perceived quality improvement does not lead directly to customer loyalty. The strategy of using quality improvement to maintain patient loyalty depends on the level of patient satisfaction. This implies that the measurement of patient experiences should include topics of importance for patients’ satisfaction with health care services. PMID:23198824
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Taking the pulse of Internet pharmacies.
Yang, Z; Peterson, R T; Huang, L
2001-01-01
Like most businesses, online pharmacy companies will only be successful if they make sure customers are satisfied with the service they receive. But what attributes of service quality lead to satisfaction and dissatisfaction? This study identified 19 Internet pharmacy service quality dimensions in three categories: (1) product cost and availability, (2) customer service, and (3) the online information system. Our analysis uncovered attributes that tend to determine consumer satisfaction and points out ways to improve overall service quality in the Internet pharmacy arena.
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Federal Register 2010, 2011, 2012, 2013, 2014
2010-03-11
... From OMB of One Current Public Collection of Information: Aviation Security Customer Satisfaction.... The collection involves surveying travelers to measure customer satisfaction of aviation security in... OMB Control Number 1652-0013; Aviation Security Customer Satisfaction Performance Measurement...
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Federal Register 2010, 2011, 2012, 2013, 2014
2010-09-28
...; Federal Emergency Management Agency Individual Assistance Customer Satisfaction Surveys AGENCY: Federal... Agency Individual Assistance Customer Satisfaction Surveys. Type of Information Collection: Revision of a... quality of services customers want and their level of satisfaction with existing services. FEMA Managers...
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Federal Register 2010, 2011, 2012, 2013, 2014
2012-04-24
... Information Collection for Public Comment Emergency Comment Request; Single Family Customer Satisfaction... Family customer satisfaction survey. This Notice is soliciting comments from members of the public and... information: Title of Proposal: Single Family Customer Satisfaction Survey. Description of Information...
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Federal Register 2010, 2011, 2012, 2013, 2014
2011-11-15
... DEPARTMENT OF VETERANS AFFAIRS [OMB Control No. 2900-0548] Proposed Information Collection (Board of Veterans' Appeals Customer Satisfaction With Hearing Survey Card) Activity; Comment Request AGENCY... information technology. Title: Board of Veterans' Appeals Customer Satisfaction with Hearing Survey Card, VA...
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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. [Reserved] 3050.53 Section 3050.53 Postal Service POSTAL REGULATORY COMMISSION PERSONNEL PERIODIC REPORTING § 3050.53 Information on customer satisfaction and retail access. [Reserved] ...
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FY 2002 Customer Satisfaction & Top 200 Users Survey Composite Report
2002-11-01
Federal Government Benchmark 68.6% 71.1% DTIC Excels by +8.4 +11 *ACSI is the official service quality benchmark for the...care. § The American Customer Satisfaction Index (ACSI), the official service quality benchmark for the Federal Government, is currently 71.1%; DTIC...ACSI is the official service quality benchmark for the Federal GovernmentFig 1FY 20020Comparison of Customer Satisfaction (Customer Care
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Reducing pharmacy wait time to promote customer service: a follow-up study.
Slowiak, Julie M; Huitema, Bradley E
2015-01-01
The present study had 3 objectives: (1) to evaluate the effects of 2 different interventions (feedback regarding customer satisfaction with wait time and combined feedback and goal setting) on wait time in a hospital outpatient pharmacy; (2) to assess the extent to which the previously applied interventions maintained their effects; and (3) to evaluate the differences between the effects of the original study and those of the present follow-up study. Participants were 10 employees (4 pharmacists and 6 technicians) of an outpatient pharmacy. Wait times and customer satisfaction ratings were collected for "waiting customers." An ABCB within-subjects design was used to assess the effects of the interventions on both wait time and customer satisfaction, where A was the baseline (no feedback and no goal setting); B was the customer satisfaction feedback; and C was the customer satisfaction feedback, the wait time feedback, and the goal setting for wait time reduction. Wait time decreased after baseline when the combined intervention was introduced, and wait time increased with the reintroduction of satisfaction feedback (alone). The results of the replication study confirm the pattern of the results of the original study and demonstrate high sensitivity of levels of customer satisfaction with wait time. The most impressive result of the replication is the nearly 2-year maintenance of lower wait time between the end of the original study and the beginning (baseline) of the replication.
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75 FR 4397 - Agency Information Collection Activities: Submission for OMB Review; Comment Request
Federal Register 2010, 2011, 2012, 2013, 2014
2010-01-27
... Government Performance and Results Act (GPRA) Customer Satisfaction form (OMB 0930-0197). The only revision...) Customer Satisfaction form (OMB 0930-0197). The ATTCs are eliminating the Technical Assistance and Meeting... CSAT Government Performance and Results Act (GPRA) Customer Satisfaction form (OMB 0930-0197) Training...
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Federal Register 2010, 2011, 2012, 2013, 2014
2013-09-26
... identifying and other information by individuals applying for a TWIC and a customer satisfaction survey. DATES... Replacement or Extended Expiration Date Request, and TWIC Customer Satisfaction Survey. Affected Public... with the enrollment and activation process. This optional customer satisfaction survey is provided at...
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77 FR 22360 - Agency Information Collection Activities: Proposed Collection; Comment Request
Federal Register 2010, 2011, 2012, 2013, 2014
2012-04-13
... requirement to be submitted: 1. The title of the information collection: Generic Customer Satisfaction Surveys and NRC Form 671, Request for Review of a Customer Satisfaction Survey under Generic Clearance. 2... or request: 1,529.5 hours. 7. Abstract: Voluntary customer satisfaction surveys will be used to...
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Federal Register 2010, 2011, 2012, 2013, 2014
2010-08-26
... Inquiry Program (DHS TRIP). The collection also involves a voluntary customer satisfaction survey to... customer satisfaction survey in accordance with the DHS Office of the Inspector General, Report on... completing customer satisfaction survey will take approximately 10 minutes per respondent. Number of...
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Federal Register 2010, 2011, 2012, 2013, 2014
2011-07-22
... surveys, which will be both quantitative and qualitative, are designed to assess the quality of services... Request; Generic Clearance for Partners and Customer Satisfaction Surveys SUMMARY: In compliance with the... Voluntary Partners and Customers Satisfaction Surveys: Extension. The information collected in these surveys...
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Federal Register 2010, 2011, 2012, 2013, 2014
2012-01-25
... DEPARTMENT OF VETERANS AFFAIRS [OMB Control No. 2900-0548] Agency Information Collection (Board of Veterans' Appeals Customer Satisfaction With Hearing Survey) Under OMB Review AGENCY: Board of Veterans.... Title: Board of Veterans' Appeals Customer Satisfaction with Hearing Survey, VA Form 0745. OMB Control...
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Federal Register 2010, 2011, 2012, 2013, 2014
2013-05-30
... From OMB of One Current Public Collection of Information: Aviation Security Customer Satisfaction... collection involves surveying travelers to measure customer satisfaction of aviation security in an effort to...; Aviation Security Customer Satisfaction Performance Measurement Passenger Survey. TSA, with OMB's approval...
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Federal Register 2010, 2011, 2012, 2013, 2014
2011-12-12
... Number 1040-0001, DOI Programmatic Clearance for Customer Satisfaction Surveys AGENCY: Department of [email protected] . Reference ``DOI Programmatic Clearance for Customer Satisfaction Surveys'' in your email... public accountability by promoting a new focus on results, service quality, and customer satisfaction...
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From slogans to strategy: a workable approach to customer satisfaction and retention.
Timm, P R
1997-01-01
Too many organizations confuse slogans, good intentions, or mechanical phrases with customer service. Most recognize that the most powerful way to prosper in today's economy is to enhance customer satisfaction and loyalty. But customer service has little to do with mottos, slogans, or mechanical phrases. The real management challenge lies in translating the slogans into employee actions that create customer satisfaction and loyalty--in creating a strategy for ensuring good service intentions and exceptional service results. This article shows a logical, theoretically sound approach to building and implementing what I call an E-Plus Customer Satisfaction strategy. Incidentally, I use the term "customer" throughout this article, but I recognize that we have different terms in various organizations. So feel free to substitute "patient", "guest", "client", or any other synonym. The principles are the same.
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NASA Astrophysics Data System (ADS)
Sicoe, G. M.; Belu, N.; Rachieru, N.; Nicolae, E. V.
2017-10-01
Presently, in the automotive industry, the tendency is to adapt permanently to the changes and introduce the market tendency in the new products that leads of the customer satisfaction. Many quality techniques were adopted in this field to continuous improvement of product and process quality and advantages were also gained. The present paper has focused on possibilities that offers the use of Quality Assurance Matrix (QAM) and Quality Control Story (QC Story) to provide largest protection against nonconformities in the production process, throughout a case study in the automotive industry. There is a direct relationship from the QAM to a QC Story analysis. The failures identified using QAM are treated with QC Story methodology. Using this methods, will help to decrease the PPM values and will increase the quality performance and the customer satisfaction.
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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 of...
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39 CFR 3055.92 - Customer Experience Measurement Surveys.
Code of Federal Regulations, 2011 CFR
2011-07-01
... 39 Postal Service 1 2011-07-01 2011-07-01 false Customer Experience Measurement Surveys. 3055.92... SATISFACTION REPORTING Reporting of Customer Satisfaction § 3055.92 Customer Experience Measurement Surveys. (a... instrument including: (1) A description of the customer type targeted by the survey; (2) The number of...
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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 of...
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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 of...
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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.
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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…
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Federal Register 2010, 2011, 2012, 2013, 2014
2012-07-12
..., revision, or extension: Extension. 2. The title of the information collection: Generic Customer Satisfaction Surveys and NRC Form 671, Request for Review of a Customer Satisfaction Survey under Generic... customer satisfaction surveys will be used to contact users of NRC services and products to determine how...
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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…
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Federal Register 2010, 2011, 2012, 2013, 2014
2012-03-30
... Number 1040-0001, DOI Programmatic Clearance for Customer Satisfaction Surveys AGENCY: Department of the... Customer Satisfaction Surveys'' in your email subject line. Include your name and return address in your... accountability by promoting a new focus on results, service quality, and customer satisfaction.'' In order to...
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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.
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Uei, Shu-Lin; Tsai, Chung-Hung; Kuo, Yu-Ming
2016-04-29
Telehealth cost analysis has become a crucial issue for governments in recent years. In this study, we examined cases of metabolic syndrome in Hualien County, Taiwan. This research adopted the framework proposed by Marchand to establish a study process. In addition, descriptive statistics, a t test, analysis of variance, and regression analysis were employed to analyze 100 questionnaires. The results of the t$ test revealed significant differences in medical health expenditure, number of clinical visits for medical treatment, average amount of time spent commuting to clinics, amount of time spent undergoing medical treatment, and average number of people accompanying patients to medical care facilities or assisting with other tasks in the past one month, indicating that offering telehealth care services can reduce health expenditure. The statistical analysis results revealed that customer satisfaction has a positive effect on reducing health expenditure. Therefore, this study proves that telehealth care systems can effectively reduce health expenditure and directly improve customer satisfaction with medical treatment.
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Comprehensive Family Services and customer satisfaction outcomes.
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.
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[The reform of primary health care: the economic, care and satisfaction results].
Durán, J; Jodar, G; Pociello, V; Parellada, N; Martín, A; Pradas, J
1999-05-15
To compare the overall effect on the general public before and after the primary care reform, its economic outcome and professional satisfaction, following the model of the European Foundation for Quality Management. A descriptive analysis of results at reformed primary care centres compared with results at non-reformed centres in the same city. The study was conducted at Sant Boi de Llobregat, a town of 77,591 inhabitants in Baix Llobregat county (Barcelona). 32.7% of the population was covered by two reformed centres. The rest was covered by one single non-reformed primary care centre. Clinical audits and data on pharmaceutical prescription quality were used to find attendance. For economic results, the formula of attribution of cost/inhabitant and cost/inhabitant seen, including the costs of labour, structure, referral, further tests and pharmacy, were used. The satisfaction of the outside customer (user) was measured by a population survey. Internal customer satisfaction was measured by a survey of the professionals. Results were compared with those for 1997. The study showed that the reformed primary care sector's results, measured in terms of professional satisfaction, user-outside customer, attendance, economic results and social impact, were better than the non-reformed sector's. Inside and outside customers' satisfaction was higher in the reformed network. The cost per inhabitant in the reformed network was 31,874 pesetas, against 25,177 in the non-reformed network. The cost per inhabitant seen was 34,482 and 44,603, respectively. The reform creates efficient resource management and greater satisfaction of the general public and professionals, when an indicator sensitive to the real use of services is used.
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Does employee safety influence customer satisfaction? Evidence from the electric utility industry.
Willis, P Geoffrey; Brown, Karen A; Prussia, Gregory E
2012-12-01
Research on workplace safety has not examined implications for business performance outcomes such as customer satisfaction. In a U.S. electric utility company, we surveyed 821 employees in 20 work groups, and also had access to archival safety data and the results of a customer satisfaction survey (n=341). In geographically-based work units where there were more employee injuries (based on archival records), customers were less satisfied with the service they received. Safety climate, mediated by safety citizenship behaviors (SCBs), added to the predictive power of the group-level model, but these two constructs exerted their influence independently from actual injuries. In combination, two safety-related predictor paths (injuries and climate/SCB) explained 53% of the variance in customer satisfaction. Results offer preliminary evidence that workplace safety influences customer satisfaction, suggesting that there are likely spillover effects between the safety environment and the service environment. Additional research will be needed to assess the specific mechanisms that convert employee injuries into palpable results for customers. Better safety climate and reductions in employee injuries have the potential to offer payoffs in terms of what customers experience. Copyright © 2012 National Safety Council and Elsevier Ltd. All rights reserved.
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Code of Federal Regulations, 2010 CFR
2010-04-01
... agreed to under § 666.120 for core indicators of performance or customer satisfaction indicators for the... meet the negotiated levels of performance for core indicators of performance or customer satisfaction... indicators of performance and customer satisfaction indicators for that program. (WIA sec. 136(g).) (d) Only...
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Federal Register 2010, 2011, 2012, 2013, 2014
2012-12-20
... of the relationship between the Agency and its Federal, State, and industry customers. Consequently... relationships with its main customer groups. The assessment will address: Overall customer satisfaction... Information Collection Request: Information Technology Services Survey Portal Customer Satisfaction Assessment...
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Patient Satisfaction and Productivity
2008-05-14
in patient satisfaction were realized when as a matter of policy every patient was encouraged to complete a customer satisfaction card at each...Productivity 1 Army-Baylor University Graduate Program in Health and Business Administration Patient Satisfaction and Productivity Graduate Management...of policy every patient was encouraged to complete a customer satisfaction card at each appointment. This was due to several factors, most
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Customer satisfaction measurement in emergency medical services.
Kuisma, Markku; Määttä, Teuvo; Hakala, Taisto; Sivula, Tommi; Nousila-Wiik, Maria
2003-07-01
The annual patient volume in emergency medical services (EMS) systems is high worldwide. However, there are no comprehensive studies on customer satisfaction for EMS. The authors report how a customer satisfaction survey on EMS patients was conducted, the results, and the possible causes for dissatisfaction. Two prospective customer satisfactions surveys were conducted in an urban EMS system. Consecutive patients treated by EMS received a postal questionnaire approximately two weeks after service. Satisfaction was measured in a scale from 1 (very poor) to 5 (excellent). Neither EMS personnel nor patients were made aware prospectively that patient satisfaction would be measured. Response rates to the surveys were 36.8% (432/1,175) in 2000 and 40.0% (464/1,150) in 2002. The mean general grades for the service were 4.6 and 4.5, respectively. Patients reported the highest degree of dissatisfaction when they were not taken to their hospital of choice, when they perceived that the paramedics were not able to meet their needs, and when paramedics did not introduce themselves or communicate directly with the patient's relatives. In high-volume calls (i.e., frequent chief complaints), the general satisfaction was highest in patients with arrhythmias, breathing difficulties, and hypoglycemia. Patients with drug overdose included the highest proportion of unsatisfied patients. None of the background variables (e.g., gender, transport decision, working shift) was statistically related to general patient satisfaction. This study shows that customer satisfaction surveys can be successfully conducted for EMS. EMS systems should consider routinely using customer satisfaction surveys as a tool for quality measurement and improvement.
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Federal Register 2010, 2011, 2012, 2013, 2014
2012-01-12
..., Public Assistance Customer Satisfaction Survey AGENCY: Federal Emergency Management Agency, DHS. ACTION... Satisfaction Survey. Type of information collection: Revision of a currently approved information collection... Satisfaction Survey (Telephone); FEMA Form 519-0-1 INT, Public Assistance Customer Satisfaction Survey (Web...
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Chen, Yuwen; Fu, Frank Q
2015-01-01
This study focuses on the impacts of service quality and examines the mediating effects of customer satisfaction and customer loyalty on willingness to pay more. The authors collected survey data from 479 actual retail pharmacy customers in China and used the structural equation modeling approach to test the hypotheses. The results reveal six dimensions of service quality and the differential impact of these dimensions on customer satisfaction and behavioral intentions. This study contributes to the existing literature by exploring the dimensionality of the service quality construct and mediating effects of customer satisfaction and customer loyalty in a non-Western setting.
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Assessing the Idaho Transportation Department's customer service performance.
DOT National Transportation Integrated Search
2011-10-23
This report assesses customer satisfaction with the Idaho Transportation Department. It also compares and contrasts the results of customer satisfaction surveys conducted for the Idaho Transportation Department with the results from other state trans...
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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.…
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Evaluation of consumer satisfaction using the tetra-class model.
Clerfeuille, Fabrice; Poubanne, Yannick; Vakrilova, Milena; Petrova, Guenka
2008-09-01
A number of studies have shown the importance of consumers' satisfaction toward pharmacy services. The measurement of patient satisfaction through different elements of services provided is challenging within the context of a dynamic economic environment. Patient satisfaction is the result of long-term established habits and expectations to the pharmacy as an institution. Few studies to date have attempted to discern whether these changes have led to increased patient satisfaction and loyalty, particularly within developing nations. The objective of this study was to evaluate the elements of the services provided in Bulgarian pharmacies and their contribution to consumer satisfaction using a tetra-class model. Three main hypotheses were tested in pharmacies to validate the model in the case of complex services. Additionally, the contribution of the different service elements to the clients' satisfaction was studied. The analysis was based on a survey of customers in central and district pharmacies in Sofia, Bulgaria. The data were analyzed through a correspondence analysis which was applied to the results of the 752 distributed questionnaires. It was observed that different dimensions of the pharmacies contribute uniquely to customer satisfaction, with consumer gender contributing greatly toward satisfaction, with type/location of pharmacy, consumer age, and educational degree also playing a part. The duration of time over which the consumers have been clients at a given pharmacy influences the subsequent service categorization. This research demonstrated that the tetra-class model is suitable for application in the pharmaceutical sector. The model results could be beneficial for both researchers and pharmacy managers.
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Three-year customer satisfaction survey in laboratory medicine in a Chinese university hospital.
Guo, Siqi; Duan, Yifei; Liu, Xiaojuan; Jiang, Yongmei
2018-04-25
Customer satisfaction is a key quality indicator of laboratory service. Patients and physicians are the ultimate customers in medical laboratory, and their opinions are essential components in developing a customer-oriented laboratory. A longitudinal investigation of customer satisfaction was conducted through questionnaires. We designed two different questionnaires and selected 1200 customers (600 outpatients and 600 physicians) to assess customer satisfaction every other year from 2012 to 2016. Items with scores <4 were considered unsatisfactory, and corrective actions should be taken. The completion rates of physicians were 96.8% in 2012, 97% in 2014 and 96.5% in 2016, whereas the rates of patients were 95.3%, 96.2% and 95.2%, respectively. In 2012, the most dissatisfaction items were test turnaround time (3.77 points) and service attitude (3.87 points) from physicians, whereas waiting time (3.58 points) and examination environment (3.64 points) were the most dissatisfaction items from patients. After corrective actions were taken, the result of satisfaction in 2014 was better, which illustrated our strategy was effective. However, some items remained to be less than 4, so we repeated the survey after modifying questionnaires in 2016. However, the general satisfaction points of the physicians and patients reduced in 2016, which reminded us of some influential factors we had neglected. By using dynamic survey of satisfaction, we can continuously find deficiencies in our laboratory services and take suitable corrective actions, thereby improving our service quality.
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WisDOT statewide customer satisfaction survey.
DOT National Transportation Integrated Search
2013-02-01
The purpose of this study was to develop and initiate a new customer satisfaction tool that would establish a set of baseline : departmental performance measures and be sustainable for future use. ETC Institute completed a statewide customer : survey...
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Idaho Transportation Department 2011 customer satisfaction survey.
DOT National Transportation Integrated Search
2011-10-01
In the spring and summer of 2011, the Idaho Transportation Department (ITD) commissioned a statewide customer satisfaction survey of Idaho residents to assess their perception of ITDs performance in several key areas of customer service. The areas...
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Idaho Transportation Department 2009 customer satisfaction survey.
DOT National Transportation Integrated Search
2010-02-01
In the summer and fall of 2009, the Idaho Transportation Department (ITD) commissioned a statewide customer satisfaction survey of Idaho residents in order to assess the overall level of satisfaction with several key areas of service provided by the ...
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NRMRL/TTSD CUSTOMER SATISFACTION FOCUS GROUP
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...
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DOTD customer satisfaction survey frequency responses and cross-tabulations.
DOT National Transportation Integrated Search
2004-01-01
The Louisiana Department of Transportation and Development (DOTD) conducted this customer satisfaction survey to determine levels of satisfaction overall and with select components of the state maintained highway system. An A, B, C, D and F letter ga...
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Patient Satisfaction with Kimbrough Ambulatory Care Center
1997-02-01
few are going to opt to change health plans. 14. SUBJECT TERMS PATIENT SATISFACTION; CONSUMER SATISFACTION; SURVEY 15. NUMBER OF PAGES 57 16...to address is overall patient satisfaction with Kimbrough’s current health care system. I surveyed customers on: how satisfied or dissatisfied they...research project was designed to determine how satisfied customers are with Kimbrough Ambulatory Care Center. A patient satisfaction survey developed by
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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…
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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…
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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.
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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.
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Using Customer Satisfaction for Measuring the Effectiveness of Integrated Product Teams.
1995-09-01
personal interviews with five major customers of ASC. The customers are Air Mobility Command, Air Combat Command, Air Education and Training Command...Air Mobility Command U.S. Army 25 Research Question 5. What characteristics of IPT performance do IPT customers perceive as most important? The...USING CUSTOMER SATISFACTION FOR MEASURING THE EFFECTIVENESS OF INTEGRATED PRODUCT TEAMS THESIS Charles H. Embs James N. Anderson Captain
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Fuzzy Evaluating Customer Satisfaction of Jet Fuel Companies
NASA Astrophysics Data System (ADS)
Cheng, Haiying; Fang, Guoyi
Based on the market characters of jet fuel companies, the paper proposes an evaluation index system of jet fuel company customer satisfaction from five dimensions as time, business, security, fee and service. And a multi-level fuzzy evaluation model composing with the analytic hierarchy process approach and fuzzy evaluation approach is given. Finally a case of one jet fuel company customer satisfaction evaluation is studied and the evaluation results response the feelings of the jet fuel company customers, which shows the fuzzy evaluation model is effective and efficient.
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Federal Register 2010, 2011, 2012, 2013, 2014
2010-05-27
... Emergency Management Agency Housing Inspection Services Customer Satisfaction Survey AGENCY: Federal... Management Agency Housing Inspection Services Customer Satisfaction Survey. SUMMARY: The Federal Emergency... Notice seeks comments concerning FEMA conducting surveys to determine the level of satisfaction of...
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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…
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78 FR 16837 - Privacy Act of 1974; System of Records
Federal Register 2010, 2011, 2012, 2013, 2014
2013-03-19
... listed under ``COMMERCE/ PAT-TM-20 Customer Call Center, Assistance and Satisfaction Survey Records... notices. The amended Privacy Act system of records notice, ``COMMERCE/PAT- TM-20 Customer Call Center... name: Customer Call Center, Assistance and Satisfaction Survey Records. Security classification...
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Monitoring Users' Satisfactions of the NOAA NWS Climate Products and Services
NASA Astrophysics Data System (ADS)
Horsfall, F. M.; Timofeyeva, M. M.; Dixon, S.; Meyers, J. C.
2011-12-01
The NOAA's National Weather Service (NWS) Climate Services Division (CSD) ensures the relevance of NWS climate products and services. There are several ongoing efforts to identify the level of user satisfaction. One of these efforts includes periodical surveys conducted by Claes Fornell International (CFI) Group using the American Customer Satisfaction Index (ACSI), which is "the only uniform, national, cross-industry measure of satisfaction with the quality of goods and services available in the United States" (http://www.cfigroup.com/acsi/overview.asp). The CFI Group conducted NWS Climate Products and Services surveys in 2004 and 2009. In 2010, a prominent routine was established for a periodical assessment of the customer satisfaction. From 2010 onward, yearly surveys will cover major climate services products and services. An expanded suite of climate products will be surveyed every other year. Each survey evaluated customer satisfaction with 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 and forecast products and services. The survey results provide insight into the NWS climate customer base and their requirements for climate services. They also evaluate whether we are meeting the needs of customers and the ease of their understanding for routine climate services, forecasts, and outlooks. In addition, the evaluation of specific topics, such as NWS forecast product category names, probabilistic nature of climate products, interpretation issues, etc., were addressed to assess how our users interpret prediction terminology. This paper provides an analysis of the following products: hazards, extended-range, long-lead and drought outlooks, El Nino Southern Oscillation monitoring and predictions as well as local climate data products. Two key issues make comparing the different surveys challenging, including the inconsistent suite of characteristics measured and the different number of respondent collected for each survey. Regardless of these two factors contributing to uncertainty of the results, CSD observed general improvement in customer satisfaction. Although, all NWS climate products have competitive scores, the leading ACSIs are for NWS Drought products and climate surface observation products. Overall, the survey results identify requirements for improving existing NWS climate services and introducing new ones. To date, the 2011 survey results have not been evaluated, but will be included in the conference presentation. A key point out of the initial 2011 survey results was that the climate section captured the greatest interest (as measured by number of respondents) of the customers of NWS products and services.
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NASA Astrophysics Data System (ADS)
Baniamerian, Ali; Bashiri, Mahdi; Zabihi, Fahime
2018-03-01
Cross-docking is a new warehousing policy in logistics which is widely used all over the world and attracts many researchers attention to study about in last decade. In the literature, economic aspects has been often studied, while one of the most significant factors for being successful in the competitive global market is improving quality of customer servicing and focusing on customer satisfaction. In this paper, we introduce a vehicle routing and scheduling problem with cross-docking and time windows in a three-echelon supply chain that considers customer satisfaction. A set of homogeneous vehicles collect products from suppliers and after consolidation process in the cross-dock, immediately deliver them to customers. A mixed integer linear programming model is presented for this problem to minimize transportation cost and early/tardy deliveries with scheduling of inbound and outbound vehicles to increase customer satisfaction. A two phase genetic algorithm (GA) is developed for the problem. For investigating the performance of the algorithm, it was compared with exact and lower bound solutions in small and large-size instances, respectively. Results show that there are at least 86.6% customer satisfaction by the proposed method, whereas customer satisfaction in the classical model is at most 33.3%. Numerical examples results show that the proposed two phase algorithm could achieve optimal solutions in small-size instances. Also in large-size instances, the proposed two phase algorithm could achieve better solutions with less gap from the lower bound in less computational time in comparison with the classic GA.
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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…
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75 FR 64732 - Agency Forms Undergoing Paperwork Reduction Act Review
Federal Register 2010, 2011, 2012, 2013, 2014
2010-10-20
... customer satisfaction surveys. These surveys provide the public with ongoing opportunity to express their... the public. Customers are defined as any individual or group seeking health or public health... customer satisfaction surveys. The Interactive Voice Response Survey--offered in English and Spanish and...
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75 FR 51877 - Proposed Collection: Comment Request
Federal Register 2010, 2011, 2012, 2013, 2014
2010-08-23
... Customer Satisfaction Survey. DATES: Written comments should be received on or before October 16, 2010, to... INFORMATION: Title: Voluntary Customer Satisfaction Survey to Implement Executive Order 12862. OMB Number: 1535-0122. Abstract: The information from the survey will be used to improve customer service. Current...
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Federal Register 2010, 2011, 2012, 2013, 2014
2012-08-17
... DEPARTMENT OF JUSTICE Federal Bureau of Investigation [OMB Number 1110-0045] Agency Information Collection Activities; Proposed Collection, Comments Requested; Customer Satisfaction Assessment ACTION: 30...: Customer Satisfaction Assessment. 3. The agency form number, if any, and the applicable component of the...
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Federal Register 2010, 2011, 2012, 2013, 2014
2012-05-02
... DEPARTMENT OF JUSTICE [OMB Number 1103-NEW] Agency Information Collection Activities; Proposed collection; Comments Requested: CRS Customer Satisfaction Survey ACTION: 60-Day notice of information... community leaders. Abstract: The CRS `Customer Satisfaction Survey' will help CRS maintain the highest...
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Federal Register 2010, 2011, 2012, 2013, 2014
2012-06-18
... DEPARTMENT OF JUSTICE Federal Bureau of Investigation [OMB Number 1110-0045] Agency Information Collection Activities; Proposed Collection, Comments Requested: Customer Satisfaction Assessment ACTION: 60...: Customer Satisfaction Assessment. 3. The agency form number, if any, and the applicable component of the...
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The factors that influence job satisfaction among royal Malaysian customs department employee
NASA Astrophysics Data System (ADS)
Ammar Shafi, Muhammad; Saifullah Rusiman, Mohd; Nor, Maria Elena; Khamis, Azme; Nabilah Syuhada Abdullah, Siti; Syafiq Azmi, Mohd; Sakinah Zainal Abidin, Munirah; Ali, Maselan
2018-04-01
This research aims to spot the factors that influence job satisfaction among Royal Malaysian Customs Department employees. Primary data was used in this research and it was collected from the employees who work in five different departments at Royal Malaysian Customs Department Tower Johor. Those departments were customs department, Internal Taxes, Technical Services, Management and Prevention. The research used stratified random sampling to collect the sample and Structural Equation Modelling (SEM) to measure the relationship between variables using AMOS software. About 127 employees are selected as the respondents from five departments to represent the sample. The result showed that ‘Organizational Commitment’ (p-value = 0.001) has significant and direct effect toward job satisfaction compared to the ‘Stress Condition’ (p-value = 0.819) and ‘Motivation’ factor (p-value = 0.978). It was also concluded that ‘Organizational Commitment’ was the most influential factor toward job satisfaction among Royal Malaysian Customs Department employees at Tower Custom Johor, Johor Bahru.
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NASA Astrophysics Data System (ADS)
Chrisjatmiko, K.
2018-01-01
The paper aims to present a comprehensive framework for the influences of green perceived risk, green image, green trust and green satisfaction to green loyalty. The paper also seeks to account explicitly for the differences in green perceived risk, green image, green trust, green satisfaction and green loyalty found among green products customers. Data were obtained from 155 green products customers. Structural equation modeling was used in order to test the proposed hypotheses. The findings show that green image, green trust and green satisfaction has positive effects to green loyalty. But green perceived risk has negative effects to green image, green trust and green satisfaction. However, green perceived risk, green image, green trust and green satisfaction also seems to be a good device to gain green products customers from competitors. The contributions of the paper are, firstly, a more complete framework of the influences of green perceived risk, green image, green trust and green satisfaction to green loyalty analyses simultaneously. Secondly, the study allows a direct comparison of the difference in green perceived risk, green image, green trust, green satisfaction and green loyalty between green products customers.
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Federal Register 2010, 2011, 2012, 2013, 2014
2012-08-29
... Request: Information Technology Services Survey Portal Customer Satisfaction Assessment (Formerly COMPASS Portal Consumer Satisfaction Assessment) AGENCY: Federal Motor Carrier Safety Administration (FMCSA), DOT... collected will be used to assess the satisfaction of Federal, State, and industry customers with the FMCSA...
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Chang, Ching-Sheng; Chang, Hsin-Hsin
2007-12-01
As nurses typically represent the largest percentage of employees at medical centers, their role in medical care is exceptionally important and becoming more so over time. The quality and functions of nurses impact greatly on medical care quality. The concept of internal marketing, with origins in the field of market research, argues that enterprises should value and respect their employees by treating them as internal customers. Such a marketing concept challenges traditional marketing methods, which focus on serving external customers only. The main objective of internal marketing is to help internal customers (employees) gain greater job satisfaction, which should promote job performance and facilitate the organization accomplishing its ultimate business objectives. A question in the medical service industry is whether internal marketing can similarly increase the job satisfaction of nurses and enhance their commitment to the organization. This study aimed to explore the relational model of nurse perceptions related to internal marketing, job satisfaction, and organizational commitment by choosing nurses from two medical centers in Southern Taiwan as research subjects. Of 450 questionnaire distributed, 300 valid questionnaires were returned, giving a response rate of 66.7%. After conducting statistical analysis and estimation using structural equation modeling, findings included: (1) job satisfaction has positive effects on organizational commitment; (2) nurse perceptions of internal marketing have positive effects on job satisfaction; and (3) nurse perceptions of internal marketing have positive effects on organizational commitment.
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75 FR 30863 - Agency Information Collection Activities: Proposed Collection; Comment Request
Federal Register 2010, 2011, 2012, 2013, 2014
2010-06-02
... the information to assess customer satisfaction with course content and delivery and to ensure that the training meets the customer's needs. The public is invited to comment on the proposed information...: The information collection allows uniform measurement of customer satisfaction with NARA training...
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78 FR 33114 - Agency Information Collection Activities; Proposed Collection; Comment Request
Federal Register 2010, 2011, 2012, 2013, 2014
2013-06-03
... the information to assess customer satisfaction with course content and delivery and to ensure that the training meets the customer's needs. The public is invited to comment on the proposed information...: The information collection allows uniform measurement of customer satisfaction with NARA training...
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Measuring Satisfaction in the Program Manager, Procuring Contracting Officer Relationship
1997-12-01
understand customer satisfaction. In the early 1970s, consumer satisfaction began to emerge as a legitimate field of inquiry. Pfaff (as cited in Churchill...piece of correspondence and advertisement , as well as at all meetings. 2. Seek to delight their customers . These companies go out of their way to...were directed to analyze the extent to which their customers were satisfied with the agency’s products/services. To comply with this Executive Order
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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.
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Federal Register 2010, 2011, 2012, 2013, 2014
2013-04-15
... to Customer Service Satisfaction ACTION: 60-day Notice. SUMMARY: The Department of Justice, Federal.... Overview of this Information Collection (1) Type of information collection: Customer satisfaction ratings... Satisfaction Survey (3) There is no agency form number applicable to this survey. (4) The survey will be...
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Federal Register 2010, 2011, 2012, 2013, 2014
2013-07-01
... to Customer Service Satisfaction ACTION: 30-day Notice. The Department of Justice, Federal Bureau of... this information collection: (1) Type of information collection: Customer satisfaction ratings... Satisfaction Survey. (3) There is no agency form number applicable to this survey. (4) The survey will be...
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Federal Register 2010, 2011, 2012, 2013, 2014
2010-07-19
... Customer Satisfaction Survey SUMMARY: In compliance with the requirement of Section 3506(c)(2)(A) of the...: NIDDK Information Clearinghouses Customer Satisfaction Survey. Type of Information Requested... quality of service they want and their level of satisfaction with existing services.'' Frequency of...
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Federal Register 2010, 2011, 2012, 2013, 2014
2010-06-18
... Clearinghouses Customer Satisfaction Survey SUMMARY: In compliance with the requirement of section 3506(c)(2)(A... Collection Title: NIDDK Information Clearinghouses Customer Satisfaction Survey. Type of Information... and quality of service they want and their level of satisfaction with existing services.'' Frequency...
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Service quality and perceived customer value in community pharmacies.
Guhl, Dennis; Blankart, Katharina E; Stargardt, Tom
2018-01-01
A patient's perception of the service provided by a health care provider is essential for the successful delivery of health care. This study examines the value created by community pharmacies-defined as perceived customer value-in the prescription drug market through varying elements of service quality. We develop a path model that describes the relationship between service elements and perceived customer value. We then analyze the effect of perceived customer value on customer satisfaction and loyalty. We use data obtained from 289 standardized interviews on respondents' prescription fill in the last six months in Germany. The service elements personal interaction (path coefficient: 0.31), physical aspect (0.12), store policy (0.24), and availability (0.1) have a positive significant effect on perceived customer value. Consultation and reliability have no significant influence. We further find a strong positive interdependency between perceived customer value, customer satisfaction (0.75), and customer loyalty (0.71). Thus, pharmacies may enhance customer satisfaction and loyalty if they consider the customer perspective and focus on the relevant service elements. To enhance benefit, personal interaction appears to be most important to address appropriately.
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20 CFR 666.120 - What are the procedures for negotiating annual levels of performance?
Code of Federal Regulations, 2010 CFR
2010-04-01
... performance for each core indicator and the customer satisfaction indicators. In negotiating these levels, the... customer satisfaction; (3) The extent to which the levels of performance promote continuous improvement and... Governor must reach agreement on levels of performance for each core indicator and the customer...
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Federal Register 2010, 2011, 2012, 2013, 2014
2010-09-22
... of information: 1625-0080, Customer Satisfaction Surveys. Before submitting this ICR to OMB, the... FR 3316). Information Collection Request Title: Customer Satisfaction Surveys. OMB Control Number: 1625-0080. Summary: Executive Order 12862 authorizes the Coast Guard to survey customers to determine...
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Oja, Paula I; Kouri, Timo T; Pakarinen, Arto J
2006-12-01
To find out the satisfaction of clinical units with laboratory services in a university hospital, to point out the most important problems and defects in services, to carry out corrective actions, and thereafter to identify the possible changes in satisfaction. and Senior physicians and nurses-in-charge of the clinical units at Oulu University Hospital, Finland. Customer satisfaction survey using a questionnaire was carried out in 2001, indicating the essential aspects of laboratory services. Customer-specific problems were clarified, corrective actions were performed, and the survey was repeated in 2004. In 2001, the highest dissatisfaction rates were recorded for computerized test requesting and reporting, turnaround times of tests, and the schedule of phlebotomy rounds. The old laboratory information system was not amenable to major improvements, and it was renewed in 2004-05. Several clinical units perceived turnaround times to be long, because the tests were ordered as routine despite emergency needs. Instructions about stat requesting were given to these units. However, no changes were evident in the satisfaction level in the 2004 survey. Following negotiations with the clinics, phlebotomy rounds were re-scheduled. This resulted in a distinct increase in satisfaction in 2004. Satisfaction survey is a screening tool that identifies topics of dissatisfaction. Without further clarifications, it is not possible to find out the specific problems of customers and to undertake targeted corrective actions. Customer-specific corrections are rarely seen as improvements in overall satisfaction rates.
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Gountas, Sandra; Gountas, John
2016-02-01
Much research focuses on organizational culture and its impact on customer orientation or emotional states and their impact on job satisfaction and well-being. This study aims to combine the complex roles of nurses' emotion states and job satisfaction in a model that identifies the effects of standards for service delivery (organizational culture), supervisor and co-worker support and the development of customer orientation. A previous study examined the relationships between nurses' personal resources, job satisfaction and customer orientation. This study examines how these variables relate to organizational standards and social support. A cross-sectional survey using a self-completion questionnaire with validated, existing scales to measure standards for service delivery, supervisor and co-worker support, job satisfaction, empathic concern, emotional exhaustion and customer orientation. Nurses (159) completed the questionnaire in 2010. The data were analysed using WarpPLS, a structural equation modelling software package. The results indicate that the final model fits the data well and explains 84% of the variance in customer orientation. The findings show the importance of standard for service delivery (organizational culture), supervisor and co-worker support on customer orientation. Nurses' personal resources interact with these, particularly supervisor and co-worker support, to develop staff job satisfaction and empathy. The need for support mechanisms in stressful times is discussed. We propose that training in compassion and empathy would help leaders to model desirable attributes that contribute towards customer orientation. © 2015 John Wiley & Sons Ltd.
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Listening to the customer: implementing a patient satisfaction measurement system.
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.
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CALL CENTER SUPPORT AND TODAY’S WARFIGHTER
2016-02-01
COR and Contractor Relationship……………………………………………..12 Figure 5: TFSC Customer Satisfaction Survey and Product Delivery Increase…………14 Figure 6: TFSC...practices can the TFSC adopt to provide higher levels of service and increased customer satisfaction ?” During development, this paper will employ a...higher levels of service and increased customer satisfaction ?” For the purpose of this paper, the private industry partner that was chosen for
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[2011 Shanghai customer satisfaction report of DSA/X-ray equipment's after-service].
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.
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Practical marketing for dentistry. 3. Relationship marketing and patient/customer satisfaction.
Ball, R
1996-06-22
In this article, we look at the philosophy of customer focus and value, and how dental practices can produce and deliver high customer value and satisfaction, to retain as well as attract their customers-the patients. Total quality concepts will also be discussed in the context of their relationship with marketing activities. In all cases, where 'customer' is referenced, this means 'patient' in the context of a dentistry, since patients are the customers, their requirements must be considered in targeting the marketing of a dental practice.
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Improving The Performance of Customer Loyalty of Online Ticketing in Indonesia's Showbiz Industry
NASA Astrophysics Data System (ADS)
Dachyar, M.; Athory, E. S.
2015-06-01
Currently the entertainment industry is adopting online ticketing for supporting business from main products to profitability improvement. E-loyalty needs to be examined because are deals with less loyal customer characteristic. The sample are 249 customers whom have purchased for tickets online at least once. Data was gathered by questionnaires and analyzed by Path Analysis and Importance - Performance Analysis. The findings of the research indicate that satisfaction has the strongest relationship to e-loyalty. This study provides four improvement alternatives as a form of new business development strategy for showbiz industry in Indonesia.
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Tourism guide cloud service quality: What actually delights customers?
Lin, Shu-Ping; Yang, Chen-Lung; Pi, Han-Chung; Ho, Thao-Minh
2016-01-01
The emergence of advanced IT and cloud services has beneficially supported the information-intensive tourism industry, simultaneously caused extreme competitions in attracting customers through building efficient service platforms. On response, numerous nations have implemented cloud platforms to provide value-added sightseeing information and personal intelligent service experiences. Despite these efforts, customers' actual perspectives have yet been sufficiently understood. To bridge the gap, this study attempts to investigate what aspects of tourism cloud services actually delight customers' satisfaction and loyalty. 336 valid survey questionnaire answers were analyzed using structural equation modeling method. The results prove positive impacts of function quality, enjoyment, multiple visual aids, and information quality on customers' satisfaction as well as of enjoyment and satisfaction on use loyalty. The findings hope to provide helpful references of customer use behaviors for enhancing cloud service quality in order to achieve better organizational competitiveness.
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Federal Register 2010, 2011, 2012, 2013, 2014
2010-07-13
... Request; Cancer Trials Support Unit (CTSU) Public Use Forms and Customer Satisfaction Surveys (NCI... of customer satisfaction for clinical site staff using the CTSU Help Desk and the CTSU web site. An ongoing user satisfaction survey is in place for the Oncology Patient Enrollment Network (OPEN). User...
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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.
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Koh, Young Rae; Kim, Shine Young; Kim, In Suk; Chang, Chulhun L.; Lee, Eun Yup; Son, Han Chul
2014-01-01
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
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Measuring the performance of G2G services in Iran
NASA Astrophysics Data System (ADS)
Zarei, Behrouz; Safdari, Maryam
To highlight the growth of e-government and the importance of its services it is essential to evaluate the performance of the service delivery to customers. Research indicates that traditional performance indexes are not suitable for this evaluation; moreover, it is noticeable that the e-government services are intangible and invisible. Among different e-government services, measurement of quality government to government (G2G) services has been less attractive for researchers while crucial for government policy-makers. This calls for a better understanding of the specific needs of users of these services in order to provide appropriate type and level of services that meets those needs. In this paper, the performance of the G2G services is measured in the Iranian context. For this purpose, SERVQUAL, which is a well-known method for assessing service quality, is employed. This study proposes and tests a five-factor of SERVQUAL instrument to explain user satisfaction and gap analysis, between expectations and perceptions of its customers, consisting thirty ministries and main governmental organizations. Based on a Chi-square test, factor analysis, gap analysis and correlations, it is concluded the gap between expectations and perceptions of G2G customers is significant and customer satisfaction of G2G services is at low level.
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The customer satisfaction towards the service quality of Tawang Alun Malang-Banyuwangi Train
NASA Astrophysics Data System (ADS)
Permatasari, D.
2017-06-01
Service sector which has quiet vital role in supporting people’s daily activities is transportation service. Transportation is one of the important and strategic developments in improving economy sector. One of the alternative ways to overcome people’s need of transportation is by providing trains. This research was conducted on the weekend that has objectives to analyze the work performance of Indonesian Railway Company towards the service quality that can determine the customers’ satisfaction of TawangAlun Malang-Banyuwangi train and to analyze the customers’ satisfaction itself towards the service quality of TawangAlun Malang-Banyuwangi train. This research used quantitative descriptive as the research method. There are two kinds of data that were used in this research; the first one is the primary data taken from questionnaire’s results and interview meanwhile the second one is the secondary data taken from literature and internet. The sample used in this research is nonprobability sampling using convenience sampling technique. Data analysis used in this research is Importance Performance Analysis (IPA) and Customer Satisfaction index (CSI). The results are the Indonesian Railway Company should make a new innovation to buy the ticket from the ticket machine and add more exhausts in every railway coach.
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Customer service and overall satisfaction with angling experiences
Thomas D. Wickham; Alan R. Graefe; Robert C. Burns
2003-01-01
This study explores the relationship between individual customer service items and satisfaction with facilities, services, information, recreation experience and overall quality of fishing for a diverse group of anglers at lakes in the New England region. Recent attention to customers and their experiences and attitudes has increased the interest of, both managers and...
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Federal Register 2010, 2011, 2012, 2013, 2014
2011-01-20
... approval of a revision to the following collection of information: 1625-0080, Customer Satisfaction Surveys.... Information Collection Request Title: Customer Satisfaction Surveys. OMB Control Number: 1625-0080. Type of... the public, seek to meet established standards of customer service. Forms: None. Burden Estimate: The...
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75 FR 20427 - Agency Information Collection (Insurance Surveys) Activities Under OMB Review
Federal Register 2010, 2011, 2012, 2013, 2014
2010-04-19
... to determine the kind and quality of services they want and their level of satisfaction with existing service. Customer satisfaction surveys are used to gauge customer perceptions of VA services as well as customer expectations and desires. An agency may not conduct or sponsor, and a person is not required to...
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Emotion Analysis of Telephone Complaints from Customer Based on Affective Computing.
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.
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Emotion Analysis of Telephone Complaints from Customer Based on Affective Computing
Gong, Shuangping; 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
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1991-12-01
customer satisfaction (DOD, 1988). While the application of TQM in the manufacturing industry and the military acquisition system has been successful, the...improvement of products and services. The overriding objective of TOM is to increase customer satisfaction (DOD, 1988). While the application of TOM in the...25 Description of the Organization ................... 26 Internal Customers ..................... ....... 30 External Customers
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National Highway Traffic Safety Administration 1995 customer satisfaction survey
DOT National Transportation Integrated Search
1996-05-01
The National Highway Traffic Safety Administration (NHTSA) conducted a national Customer Satisfaction Survey in response to the requirements of the National Performance Review and Executive Order 12862. An independent research organization, Schulman,...
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Federal Register 2010, 2011, 2012, 2013, 2014
2010-07-30
... Standards Customer Satisfaction Survey AGENCY: Federal Aviation Administration (FAA), DOT. ACTION: Notice... Control Number: 2120-0568. Title: Flight Standards Customer Satisfaction Survey. Form Numbers: There are...
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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.
2016-12-01
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.
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An examination of hospital satisfaction with blood suppliers.
Carden, Robert; DelliFraine, Jami L
2004-11-01
The purpose of this study was to identify factors that predict overall hospital satisfaction with blood suppliers. The data for this study came from a 2001 satisfaction survey of hospital blood bank managers conducted by the National Blood Data Resource Center. A total of 1325 blood-utilizing hospitals were included in the final study database. The measurement of hospital satisfaction with its blood supplier encompasses the five composites of the SERVQUAL model. The five composites are 1) tangibles, 2) reliability, 3) responsiveness, 4) assurance, and 5) empathy. Linear regression was performed with overall hospital satisfaction as the dependent variable and the five composites of the SERVQUAL model and control variables as predictors of overall hospital satisfaction with blood suppliers. Significant predictors of hospital satisfaction with blood suppliers are satisfaction with medical and clinical support provided by the blood center, satisfaction with the routine delivery schedule, and price (service fee) of red cells. Prior studies have demonstrated the importance of customer satisfaction to organizations. As organizations, blood centers can benefit from improved satisfaction from their hospital customers. Blood center strategies that focus on improving these three predictors of overall hospital satisfaction with primary blood suppliers will be the most likely to improve and/or maintain hospital customer satisfaction with primary blood suppliers.
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Mehrabi, F; Nasiripour, A; Delgoshaei, B
2008-01-01
The key factor for the success of total quality management programs in an organization is focusing on the customer. The purpose of this paper is to assess customer focus level following implementation of a quality improvement model in social security hospitals in Tehran Province. This research was descriptive-comparative in nature. The study population consisted of the implementers of quality improvement model in four Tehran social security hospitals. The data were gathered through a checklist addressing customer knowledge and customer satisfaction. The research findings indicated that the average scores on customer knowledge in Shahriar, Alborz, Milad, and Varamin hospitals were 64.1, 61.2, 54.1, and 46.6, respectively. The average scores on customer satisfaction in Shahriar, Alborz, Milad, and Varamin hospitals were 67.7, 65, 59.4, and 50, respectively. The customer focus average scores in Shahriar, Alborz, Milad, and Varamin hospitals were 66.3, 63.3, 57.3, and 48.6, respectively. The total average scores on customer knowledge, satisfaction and customer focus in the investigated hospitals proved to be 56.4, 60.5, and 58.9, respectively. The paper is of value in showing that implementation of the quality improvement model could considerably improve customer focus level.
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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…
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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…
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Federal Register 2010, 2011, 2012, 2013, 2014
2010-10-29
...; Comment Request; Cancer Trials Support Unit (CTSU) Public Use Forms and Customer Satisfaction Surveys (NCI...: CTSU collects annual surveys of customer satisfaction for clinical site staff using the CTSU Help Desk and the CTSU Web site. An ongoing user satisfaction survey is in place for the Oncology Patient...
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Federal Register 2010, 2011, 2012, 2013, 2014
2010-09-13
...; Comment Request Cancer Trials Support Unit (CTSU) Public Use Forms and Customer Satisfaction Surveys (NCI... Collection: CTSU collects annual surveys of customer satisfaction for clinical site staff using the CTSU Help Desk and the CTSU Web site. An ongoing user satisfaction survey is in place for the Oncology Patient...
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Choice, perceived control, and customer satisfaction: the psychology of online service recovery.
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.
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Federal Register 2010, 2011, 2012, 2013, 2014
2013-06-25
... for Federal Student Aid Customer Satisfaction Surveys and Focus Groups Master Plan AGENCY: Federal... of Collection: Generic Clearance for Federal Student Aid Customer Satisfaction Surveys and Focus...
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National Highway Traffic Safety Administration : 1997 customer satisfaction survey
DOT National Transportation Integrated Search
1998-03-13
In 1995, the National Highway Traffic Safety Administration (NHTSA) conducted its first Customer Satisfaction Survey in response to the requirements of the National Performance Review and Executive Order 12862. An independent research organization, S...
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Federal Register 2010, 2011, 2012, 2013, 2014
2013-11-20
... DEPARTMENT OF HOUSING AND URBAN DEVELOPMENT [Docket No. FR-5683-N-102] 10-Day Notice of Proposed Information Collection: Generic Customer Satisfaction Surveys; Physical Inspection Pilot Program...
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Federal Register 2010, 2011, 2012, 2013, 2014
2010-05-11
..., Request for Comments; Flight Standards Customer Satisfaction Survey AGENCY: Federal Aviation...: Federal Aviation Administration (FAA) Title: Flight Standards Customer Satisfaction Survey. Type of...
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Destinations and accommodations--how linked are they from a customer's perspective?
Mi Ran Kim; Christine Vogt; Annette Rummel
2008-01-01
Success in the hotel and tourism industry depends on understanding the key factors of customer satisfaction. Customer satisfaction leads to purchase repetition, intention to revisit, and potential increased future patronage of the hotel. The purpose of this research is to better understand (1) the factors that influence overnight accommodation decisions; (2) how these...
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Linking service quality, customer satisfaction, and behavioral intention.
Woodside, A G; Frey, L L; Daly, R T
1989-12-01
Based on the service quality and script theory literature, a framework of relationships among service quality, customer satisfaction, and behavioral intention for service purchases is proposed. Specific models are developed from the general framework and the models are applied and tested for the highly complex and divergent consumer service of overnight hospital care. Service quality, customer satisfaction, and behavioral intention data were collected from recent patients of two hospitals. The findings support the specific models and general framework. Implications for theory, service marketing, and future research are discussed.
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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. (c) 2007 APA, all rights reserved.
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Heterogenous customer satisfaction index for evaluating university food service
NASA Astrophysics Data System (ADS)
Aziz, Nazrina; Zain, Zakiyah; Syarifi, Nadia Asyikin Mohammad; Klivon, Julia; Ap, Nurasiah Che; Zaki, Mahirah
2017-11-01
This paper aims to measure the performance of university food service based on students' perception. Two cafeterias were chosen for comparison: one located at student residential hall (Café 1) and another at the university administration centre (Café 2). By considering the components of importance and satisfaction, the Heterogeneous Customer Satisfaction Index-HCSI was computed to measure the performance of quality items in both cafeterias. Stratified sampling method was used to select 278 students and the DINESERVE instrument was used to assess customer perception on service quality. The findings show that the customer rate these two cafeterias as quite satisfied only, with the HCSI for Café 1 slightly higher than that for Café 2.
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Filipović, Vinka; Cicvarić, Slavica; Stavljanin, Velimir; Damnjanović, Vesna; Radojicić, Zoran; Joksimović, Nevenka Zarkić; Gogić, Aleksandra
2010-04-01
Over the recent years customer satisfaction program as a tool for patient satisfaction has been recognized as an important issue in healthcare services. The aim of this preliminary study was to explore an influence of healthcare institution managers' approach and attitudes to marketing and public relations activities (communication activities), in the context of implementation of customer satisfaction programs, on patient satisfaction. The study was conducted among managers from different state-owned healthcare institutions (healthcare centres, clinics, hospitals) in Serbia. The structured questionnaire form, comprising both open and closed questions, was used as a main research tool. The total number of sent questionnaires was 120; 56 questionnaires were sent back, while 49 of them were valid. It was shown that 42.9% of healthcare institutions apply proactive media approach, and that 35.7% of the organizations have a person who, besides his/her basic engagements, performs activities connected with marketing and public relations. Using Chi-square likelihood ratio test it is confirmed that these activities have a significant role in supporting customer satisfaction program implementation (p < 0.05). The results showed that in 69.4% cases, positive attitude of healthcare institutions managers toward marketing and public relations activities had positive influence on patient satisfaction (p < 0.05). Managers in healthcare sector in Serbia who used proactive approach toward media and who had already institutionalized communication activities with external stakeholders have a positive attitude to implementation of customer satisfaction program. Furthermore, managers' attitude toward communication activities has influence on patient satisfaction.
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Pre-installation customer satisfaction survey
DOT National Transportation Integrated Search
1996-10-01
The National Center for Statistics and Analysis (NCSA) Information Services Branch (ISB) required a more effective method of receiving, tracking, and completing requests for data, statistics, and information. To enhance ISBs services, a new cus...
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Patient satisfaction constructs.
Rahman, Muhammad Sabbir; Osmangani, Aahad M
2015-01-01
The purpose of this paper is to examine the five-factor structure of patients' satisfaction constructs toward private healthcare service providers. This research is a cross-sectional study. A questionnaire-based survey was conducted with previous and current Bangladeshi patients. Exploratory factor analysis was employed to extract the underlying constructs. Five underlying dimensions that play a significant role in structuring the satisfaction perceived by Bangladeshi private healthcare patients are identified in this study. Practical implications - The main contribution of this study is identifying the dimensions of satisfaction perceived by Bangladeshi patients regarding private healthcare service providers. Healthcare managers adopt the five identified underlying construct items in their business practices to improve their respective healthcare efficiency while ensuring overall customer satisfaction.
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Valdez, Michelle M; Liwanag, Maureen; Mount, Charles; Rodriguez, Rechell; Avalos-Reyes, Elisea; Smith, Andrew; Collette, David; Starsiak, Michael; Green, Richard
2018-03-14
Inefficiencies in the command approval process for publications and/or presentations negatively impact DoD Graduate Medical Education (GME) residency programs' ability to meet ACGME scholarly activity requirements. A preliminary review of the authored works approval process at Naval Medical Center San Diego (NMCSD) disclosed significant inefficiency, variation in process, and a low level of customer satisfaction. In order to facilitate and encourage scholarly activity at NMCSD, and meet ACGME requirements, the Executive Steering Council (ESC) chartered an interprofessional team to lead a Lean Six Sigma (LSS) Rapid Improvement Event (RIE) project. Two major outcome metrics were identified: (1) the number of authored works submissions containing all required signatures and (2) customer satisfaction with the authored works process. Primary metric baseline data were gathered utilizing a Clinical Investigations database tracking publications and presentations. Secondary metric baseline data were collected via a customer satisfaction survey to GME faculty and residents. The project team analyzed pre-survey data and utilized LSS tools and methodology including a "gemba" (environment) walk, cause and effect diagram, critical to quality tree, voice of the customer, "muda" (waste) chart, and a pre- and post-event value stream map. The team selected an electronic submission system as the intervention most likely to positively impact the RIE project outcome measures. The number of authored works compliant with all required signatures improved from 52% to 100%. Customer satisfaction rated as "completely or mostly satisfied" improved from 24% to 97%. For both outcomes, signature compliance and customer satisfaction, statistical significance was achieved with a p < 0.0001. This RIE project utilized LSS methodology and tools to improve signature compliance and increase customer satisfaction with the authored works approval process, leading to 100% signature compliance, a comprehensive longitudinal repository of all authored work requests, and a 97% "completely or mostly satisfied" customer rating of the process.
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1986-09-01
customers . The article states that in response to a White House Office of Consumer Affairs study and with the wide use of minicomputers: Companies are...D-A174 l16 MEASUREMENT OF CIVIL ENGINEERING CUSTOMER SRTISFACTIbN 1/ IN TACTICAL AIR CO (U) AIR FORCE INST OF TECH ...... RIGHT-PATTERSON AFB ON...BUREAU OF STANDARDS- 1963-A_ . -_- ’II I-F MEASUREMENT OF CIVIL ENGINEERING CUSTOMER SATISFACTION IN TACTICAL AIR COMMAND: A PROTOTYPE EVALUATION PROGRAM
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Code of Federal Regulations, 2010 CFR
2010-04-01
... performance agreed to under § 666.310 for the core indicators of performance or customer satisfaction... or customer satisfaction indicators for a program for two consecutive program years, the Governor...
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Rail-Highway Crossing Resource Allocation Procedure. User's Guide. 2nd edition.
DOT National Transportation Integrated Search
2006-01-01
This report presents findings from a customer satisfaction study conducted in Cobb County, Georgia. The primary hypothesis of this study is that it is possible to develop customer satisfaction measures that are a reliable determinant of roadway quali...
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Robert C. Burns; Alan R. Graefe; John P. Titre
1998-01-01
The purpose of this paper was to demonstrate the application of a model which can be used to predict the overall customer satisfaction levels of water-based recreationists. Data were collected from two distinctly different user groups; boat ramp users and campground users. Results indicated that each user group had different satisfaction attributes that impacted their...
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Squaring the Project Management Circle: Updating the Cost, Schedule, and Performance Methodology
2016-04-30
success is measured as achieving technical performance and/or mission performance goals, coupled with customer (warfighter) satisfaction (De Wit, 1988...studies added criteria such as customer satisfaction , efficiency of execution, and effectiveness of the project organization (Pinto & Slevin, 1998...team and the user customer organization, management policy and project control. This clustering of success factors represents the amalgamation of the
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Reinventing information services to increase customer satisfaction
DOE Office of Scientific and Technical Information (OSTI.GOV)
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.
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DOT National Transportation Integrated Search
1999-10-29
Customer satisfaction is at the heart of the Pennsylvania Quality Initiative (PQI), which was created in 1994 to build a more effective partnership among all the stakeholders involved in the process of designing, building, operating, and maintaining ...
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Wu, Abby; McGrath, Colman; Wong, Ricky W K; Wiechmann, Dirk; Rabie, A Bakr M
2011-06-01
Our objective was to compare the oral impacts experienced by patients treated with labial or customized lingual fixed orthodontic appliances. This was an age- and sex-matched prospective longitudinal study of 60 adult patients treated with either labial or customized lingual fixed orthodontic appliances over a 3-month period. Ratings of oral impacts experienced and satisfaction were made on visual analog scales at 3 time points after appliance fixation. Variations in oral impacts and satisfaction over the trajectory of treatment were assessed. Area-under-the-curve analyses were conducted to assess variations in oral impacts and satisfaction between the groups. All patients experienced oral impact disturbances, although these disturbances decreased over time (P < 0.001). Patients treated with customized lingual appliances reported more oral discomfort (P < 0.001), dietary changes (P < 0.001), swallowing difficulty (P < 0.001), speech disturbances (P < 0.001), and social problems (P < 0.001) than did those in the other group. There was no significant difference between the groups regarding ratings of oral self-care, mastication, and satisfaction level of treatment (P > 0.05). The findings indicate that oral impacts are commonly experienced during both labial and customized lingual fixed orthodontic therapies. However, the oral impacts decreased over the observational period. Patients treated with customized lingual appliances experienced more oral impacts. Both groups had similar levels of treatment satisfaction. Copyright © 2011 American Association of Orthodontists. Published by Mosby, Inc. All rights reserved.
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A hands-on experience of the voice of customer analysis in maternity care from Iran.
Aghlmand, Siamak; Lameei, Aboulfath; Small, Rhonda
2010-01-01
The purpose of this paper is to describe the use of voice of customer (VoC) analysis in a maternity care case study, where the aim was to identify the most important requirements of women giving birth and to determine targets for the improvement of maternity care in Fayazbakhsh Hospital in Tehran, Iran. The tools of VoC analysis were used to identify: the main customer segment of maternity care; the most important of women's needs and requirements; the level of maternal satisfaction with delivered services at the study hospital and at a competitor; the nature of women's of requirements (termed Kano levels: assumed, expected, and unexpected); and the priorities of the study hospital for meeting these requirements. Women identified the well-being of mother and baby as the most important requirements. Women's satisfaction with the services was, with a few exceptions, low to moderate. Services related to most of the maternal requirements were ranked better in the competitor hospital than the study hospital. The results form a solid basis for achieving improvements in the processes of care for mothers and babies. The paper presents a systematic approach to VoC analysis in health care settings as a basis for clinical process improvement initiatives.
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Yang, Yi-Feng
2014-02-01
This paper discusses the effects of transformational leadership on cooperative conflict resolution (management) by evaluating several alternative models related to the mediating role of job satisfaction and change commitment. Samples of data from customer service personnel in Taiwan were analyzed. Based on the bootstrap sample technique, an empirical study was carried out to yield the best fitting model. The procedure of hierarchical nested model analysis was used, incorporating the methods of bootstrapping mediation, PRODCLIN2, and structural equation modeling (SEM) comparison. The analysis suggests that leadership that promotes integration (change commitment) and provides inspiration and motivation (job satisfaction), in the proper order, creates the means for cooperative conflict resolution.
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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. (c) 2015 APA, all rights reserved).
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1993-05-01
consumers . The primary external customers of a hospital are the patients , third party...34ultimate consumer " of health care -- the patient (Labovitz, 1991). Therefore, this study focused on the " patient " as the basis for measuring the needs...overlooked. Measuring Customer Satisfaction McMillan (1987) cautions health care organizations that the lack of patient complaints does not necessarily
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Federal Register 2010, 2011, 2012, 2013, 2014
2011-10-17
..., Title: Public Assistance Customer Satisfaction Survey AGENCY: Federal Emergency Management Agency, DHS.... Collection of Information Title: Public Assistance Customer Satisfaction Survey. Type of Information Collection: Revision of a currently approved information collection. OMB Number: 1660-0107. Form Titles and...
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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)
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Schmidt, Joseph A; Pohler, Dionne M
2018-05-17
We develop competing hypotheses about the relationship between high performance work systems (HPWS) with employee and customer satisfaction. Drawing on 8 years of employee and customer survey data from a financial services firm, we used a recently developed empirical technique-covariate balanced propensity score (CBPS) weighting-to examine if the proposed relationships between HPWS and satisfaction outcomes can be explained by reverse causality, selection effects, or commonly omitted variables such as leadership behavior. The results provide support for leader behaviors as a primary driver of customer satisfaction, rather than HPWS, and also suggest that the problem of reverse causality requires additional attention in future human resource (HR) systems research. Model comparisons suggest that the estimates and conclusions vary across CBPS, meta-analytic, cross-sectional, and time-lagged models (with and without a lagged dependent variable as a control). We highlight the theoretical and methodological implications of the findings for HR systems research. (PsycINFO Database Record (c) 2018 APA, all rights reserved).
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Customer satisfaction in the emergency department.
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, longer lasting, and more appreciated by patients and staff.
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Don`t just satisfy `em, delight `em!
DOE Office of Scientific and Technical Information (OSTI.GOV)
Lacertosa, R.
1996-01-01
Providing customer service and quality in fuel oil marketing are discussed. The fuel oil industry depends on customer satisfaction. However, merely satisfying the customer is not enough. Research done on customer service indicates that satisfaction is a neutral feeling. The goal should be to get customers to the next level, which is to be delighted or ecstatic about the service. The place to begin is to provide all service personnel with the training and support they need and then get out of the way. It should always be kept in mind that the person that keeps the company in businessmore » is the valued customer who too often gets lost in the shuffle.« less
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Competing strategically through market orientation.
Rapert, M I; Yarbrough, L
1997-01-01
As organizations seek to better understand their customers, competitors, and environments, the marketing function effectively serves as the support mechanism for these activities in many industries. Accordingly, in many organizations the marketing concept has been elevated to the stature of a strategic weapon, manifested in the form of market orientation. Market-oriented firms emphasize the collection, organization, and dissemination of information regarding both customers and competitors. This strategy is especially well-suited for the health care industry where customer knowledge is of paramount importance, customer interaction is instantaneous, and customer satisfaction is essential. Results of a national study of general service hospitals suggest that firms which embrace a market orientation benefit through enhanced customer satisfaction and quality.
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Schroeder, Susan A.; Cornicelli, Louis; Fulton, David C.; Merchant, Steven S.
2018-01-01
Although research has advanced methods for clarifying factors that relate to customer satisfaction, they have not been embraced by leisure researchers. Using results from a survey of wild turkey hunters, we applied traditional and revised importance-performance (IPA/RIPA), importance-grid analysis (IGA), and penalty-reward-contrast analysis (PRCA) to examine how activity-specific factors influenced satisfaction. Results suggested differences between the explicit and implicit importance of factors related to turkey hunting. Opportunities to kill turkeys were explicitly rated as less important than seeing, hearing, or calling in turkeys, but opportunities for harvest had relatively higher levels of implicit importance. PRCA identified “calling turkeys in” and “hearing gobbling” as minimum requirements that cause dissatisfaction if not fulfilled, but do not provide satisfaction, whereas “seeing turkeys” and an “opportunity to kill a turkey” related to both satisfaction and dissatisfaction. RIPA, IGA, and PRCA could provide valuable insights about factors that may improve satisfaction for leisure participants.
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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.
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Quality and price--impact on patient satisfaction.
Pantouvakis, Angelos; Bouranta, Nancy
2014-01-01
The purpose of this paper is to synthesize existing quality-measurement models and applies them to healthcare by combining a Nordic service-quality with an American service performance model. Results are based on a questionnaire survey of 1,298 respondents. Service quality dimensions were derived and related to satisfaction by employing a multinomial logistic model, which allows prediction and service improvement. Qualitative and empirical evidence indicates that customer satisfaction and service quality are multi-dimensional constructs, whose quality components, together with convenience and cost, influence the customer's overall satisfaction. The proposed model identifies important quality and satisfaction issues. It also enables transitions between different responses in different studies to be compared.
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Assessment and Correlation of Customer and Rater Response to Cold-Start and Warmup Driveability
1993-08-01
Customer satisfaction fleet Year N % 1986 13 18 1988 10 14 1987 12 18 1988 12 16 1989 14 19 1990 9 12 1991 3 4 Consumer I Rater Fleet Hydrocarbon fuel...2 4 1991 0 0 Fuel system * Customer satisfaction fleet Fuel system N % Carbureted 19 26 PFI 33 48 1T1 21 29 Consumer I Rater Fleet Hydrooarbon fuel...between the customer fleet and one of the consumer /rater subfleets; these vehicles are included in both places in the tables above. 30 TABLE 2 AVERAGE
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Service quality, trust, and patient satisfaction in interpersonal-based medical service encounters.
Chang, Ching-Sheng; Chen, Su-Yueh; Lan, Yi-Ting
2013-01-16
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. 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. 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. 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 affects patient satisfaction, which represents a direct effect; and (B) service quality and patient trust are used as intervening variables to affect patient satisfaction, which represents an indirect effect. Due to differences in the scale, resources and costs among medical institutions of different levels, it is a most urgent and concerning issue of how to control customers' demands and preferences and adopt correct marketing concepts under the circumstances of intense competition in order to satisfy the public and build up a competitive edge for medical institutions.
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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.
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Measuring Customer Satisfaction: Practices of Leading Military and Commercial Service Organizations
1994-09-01
back. The consumers message was clear: "the quality of goods and services would no longer be taken for granted" (2:6). This change in customer ...behavior and quality awareress became known as consumerism , and it spawned consumer interest groups that strongly influence nearly all manufacturing and...on their next purchase opportunity (31: 35). This suggests that the classical thinking on customer satisfaction and consumer loyalty is incomplete and
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The linkage between employee and patient satisfaction in home healthcare.
Rosati, Robert J; Marren, Joan M; Davin, Denise M; Morgan, Cynthia J
2009-01-01
Greater accountability for patient outcomes, reduced reimbursement, and a protracted nursing shortage have made employee and patient satisfaction results central performance metrics and strategic imperatives in healthcare. Key questions are whether the two interact and if so, how can that relationship be leveraged to obtain maximum gains in both employee and patient satisfaction. This article examines the experience of a large, nonprofit home care agency in exploring these issues. The agency found that organizational commitment to patient care and customer service are fundamental to patient satisfaction. The more employees perceived that the organization is focused on quality and customers, the more patient satisfaction increased. Among nurses, work-life balance, fair compensation, and regard for employees all influenced patient satisfaction.
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75 FR 1658 - FY 2009 Annual Compliance Report; Comment Request
Federal Register 2010, 2011, 2012, 2013, 2014
2010-01-12
... most recent compliance determination, the Commission raised concerns about the customer satisfaction... modifications it made to improve that system, id. at 16-17, and customer satisfaction measurement instruments it.... 3622(b)); and factors (39 U.S.C. 3622(c)). Commenters addressing competitive products are referred to...
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78 FR 8159 - Agency Information Collection Activities: Proposed Collection; Comment Request
Federal Register 2010, 2011, 2012, 2013, 2014
2013-02-05
... Performance and Results Act (GPRA) Customer Satisfaction instruments (OMB No. 0930-0197). CSAT is not seeking... under CSAT Government Performance and Results Act (GPRA) Customer Satisfaction form (OMB 0930- 0197...: Technical assistance events, meetings, and trainings. An ATTC technical assistance event is defined as a...
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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…
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Federal Register 2010, 2011, 2012, 2013, 2014
2013-04-12
... DEPARTMENT OF EDUCATION [Docket No. ED-2013-ICCD-0045] Agency Information Collection Activities; Comment Request; Generic Clearance for Federal Student Aid Customer Satisfaction Surveys and Focus Groups... Customer Satisfaction Surveys and Focus Groups Master Plan. OMB Control Number: 1845-0045. Type of Review...
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39 CFR 3055.91 - Consumer access to postal services.
Code of Federal Regulations, 2011 CFR
2011-07-01
... 39 Postal Service 1 2011-07-01 2011-07-01 false Consumer access to postal services. 3055.91 Section 3055.91 Postal Service POSTAL REGULATORY COMMISSION PERSONNEL SERVICE PERFORMANCE AND CUSTOMER SATISFACTION REPORTING Reporting of Customer Satisfaction § 3055.91 Consumer access to postal services. (a) The...
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7 CFR 2201.11 - Application requirements.
Code of Federal Regulations, 2011 CFR
2011-01-01
... of such conditions in the future, including: (i) The adequacy and stability of the business' customer... acquisition cost or cost per gross added, subscriber penetration, geographic concentration of customers, nature of the terms of customer contracts, customer technical support, customer satisfaction and...
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7 CFR 2201.11 - Application requirements.
Code of Federal Regulations, 2014 CFR
2014-01-01
... of such conditions in the future, including: (i) The adequacy and stability of the business' customer... acquisition cost or cost per gross added, subscriber penetration, geographic concentration of customers, nature of the terms of customer contracts, customer technical support, customer satisfaction and...
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7 CFR 2201.11 - Application requirements.
Code of Federal Regulations, 2013 CFR
2013-01-01
... of such conditions in the future, including: (i) The adequacy and stability of the business' customer... acquisition cost or cost per gross added, subscriber penetration, geographic concentration of customers, nature of the terms of customer contracts, customer technical support, customer satisfaction and...
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7 CFR 2201.11 - Application requirements.
Code of Federal Regulations, 2012 CFR
2012-01-01
... of such conditions in the future, including: (i) The adequacy and stability of the business' customer... acquisition cost or cost per gross added, subscriber penetration, geographic concentration of customers, nature of the terms of customer contracts, customer technical support, customer satisfaction and...
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Customization of electronic medical record templates to improve end-user satisfaction.
Gardner, Carrie Lee; Pearce, Patricia F
2013-03-01
Since 2004, increasing importance has been placed on the adoption of electronic medical records by healthcare providers for documentation of patient care. Recent federal regulations have shifted the focus from adoption alone to meaningful use of an electronic medical record system. As proposed by the Technology Acceptance Model, the behavioral intention to use technology is determined by the person's attitude toward usage. The purpose of this quality improvement project was to devise and implement customized templates into an existent electronic medical record system in a single clinic and measure the satisfaction of the clinic providers with the system before and after implementation. Provider satisfaction with the electronic medical record system was evaluated prior to and following template implementation using the current version 7.0 of the Questionnaire for User Interaction Satisfaction tool. Provider comments and improvement in the Questionnaire for User Interaction Satisfaction levels of rankings following template implementation indicated a positive perspective by the providers in regard to the templates and customization of the system.
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NASA Astrophysics Data System (ADS)
Tsai, Li-Fen; Shaw, Jing-Chi; Wang, Pei-Wen; Shih, Meng-Long; Su, Yi-Jing
2011-10-01
This study aims to probe into customers' online word-of-mouth regarding cultural heritage applications and performance facilities in Cultural and Creative Industries. Findings demonstrate that, regarding online word-of-mouth for art museums, museums, and art villages, items valued by customers are design aesthetics of displays and collections, educational functions, and environments and landscapes. The percentages are 10.102%, 11.208% and 11.44%, respectively. In addition, cultural heritage applications and performance facility industries in Taiwan are highly valued in online word-of-mouth.
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The Study of “big data” to support internal business strategists
NASA Astrophysics Data System (ADS)
Ge, Mei
2018-01-01
How is big data different from previous data analysis systems? The primary purpose behind traditional small data analytics that all managers are more or less familiar with is to support internal business strategies. But big data also offers a promising new dimension: to discover new opportunities to offer customers high-value products and services. The study focus to introduce some strategists which big data support to. Business decisions using big data can also involve some areas for analytics. They include customer satisfaction, customer journeys, supply chains, risk management, competitive intelligence, pricing, discovery and experimentation or facilitating big data discovery.
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Compensation, Culture and Contracts: The Realities of the DoD’s Blended Workforce
2010-05-01
structure, based on customer satisfaction , business development, collateral duties, and participation in morale- building activities. On the government...and customer satisfaction . “One time, an employee bargained for a 30% pay increase. He was working on a cost-plus contract. There’s no way I...and manageable workloads.” Certainly, job satisfaction can be found outside of the DoD as well. One industry manager reminisced, “I’ve held jobs
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Integration of QFD, AHP, and LPP methods in supplier development problems under uncertainty
NASA Astrophysics Data System (ADS)
Shad, Zahra; Roghanian, Emad; Mojibian, Fatemeh
2014-04-01
Quality function deployment (QFD) is a customer-driven approach, widely used to develop or process new product to maximize customer satisfaction. Last researches used linear physical programming (LPP) procedure to optimize QFD; however, QFD issue involved uncertainties, or fuzziness, which requires taking them into account for more realistic study. In this paper, a set of fuzzy data is used to address linguistic values parameterized by triangular fuzzy numbers. Proposed integrated approach including analytic hierarchy process (AHP), QFD, and LPP to maximize overall customer satisfaction under uncertain conditions and apply them in the supplier development problem. The fuzzy AHP approach is adopted as a powerful method to obtain the relationship between the customer requirements and engineering characteristics (ECs) to construct house of quality in QFD method. LPP is used to obtain the optimal achievement level of the ECs and subsequently the customer satisfaction level under different degrees of uncertainty. The effectiveness of proposed method will be illustrated by an example.
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The importance of measuring customer satisfaction in palliative care.
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.
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Lüthy, A; Lotze, I; Leiske, M; Rossi, R
2000-01-01
Quality management in hospitals not only includes performance according to international medical standards but also the optimization of processes regarding internal staff as well as external customers. Total Quality Management (TQM) and the Business Excellence Model of the European Foundation of Quality Management (EFQM) require continuous evaluation of customer satisfaction. Specialists and family physician as external customers influence the patient's choice of a hospital. The aim of the present study is to evaluate the satisfaction of admitting physicians of a children's hospital with the help of a questionnaire. The results describe their needs and their level of satisfaction regarding service, information, cooperation and communication within the hospital.
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Hur, Won-Moo; Woo, Jeong; Kim, Yeonshin
2015-10-01
This study investigated the relationship between consumer value and customer satisfaction, seeking a better understanding of the motivations underlying "green product" purchases. Based on the influence of demographic factors, it further explores the moderation effects of buyers' socio-demographics on the link between value and satisfaction. Data were collected through a mail survey of American hybrid car buyers. Consumer value, satisfaction, and socio-demographic information were measured, and the proposed relationships among them were tested using hierarchical multiple regression analysis. This study's findings reveal that values (i.e., functional and social) significantly impact hybrid satisfaction and that the effects vary by sex and age. This research provides insight into the motivations of green product purchases by incorporating important consumer characteristics.
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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.
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NASA Astrophysics Data System (ADS)
Li, S. G.; Shi, L.
2014-10-01
The recommendation system for virtual items in massive multiplayer online role-playing games (MMORPGs) has aroused the interest of researchers. Of the many approaches to construct a recommender system, collaborative filtering (CF) has been the most successful one. However, the traditional CFs just lure customers into the purchasing action and overlook customers' satisfaction, moreover, these techniques always suffer from low accuracy under cold-start conditions. Therefore, a novel collaborative filtering (NCF) method is proposed to identify like-minded customers according to the preference similarity coefficient (PSC), which implies correlation between the similarity of customers' characteristics and the similarity of customers' satisfaction level for the product. Furthermore, the analytic hierarchy process (AHP) is used to determine the relative importance of each characteristic of the customer and the improved ant colony optimisation (IACO) is adopted to generate the expression of the PSC. The IACO creates solutions using the Markov random walk model, which can accelerate the convergence of algorithm and prevent prematurity. For a target customer whose neighbours can be found, the NCF can predict his satisfaction level towards the suggested products and recommend the acceptable ones. Under cold-start conditions, the NCF will generate the recommendation list by excluding items that other customers prefer.
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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…
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47 CFR 69.727 - Regulatory relief.
Code of Federal Regulations, 2010 CFR
2010-10-01
... customer. (b) Phase II relief. Upon satisfaction of the Phase II triggers specified in §§ 69.709(c) or 69... Pricing Flexibility § 69.727 Regulatory relief. (a) Phase I relief. Upon satisfaction of the Phase I... similarly situated customers; and (ii) The price cap LEC excludes all contract tariff offerings from price...
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ERIC Educational Resources Information Center
Chen, Chao-Chien; Lin, Shih-Yen; Cheng, Chia-Hsin; Tsai, Chia-Ching
2012-01-01
The main purpose of this study is to investigate the impact of service quality and corporate social responsibility (CSR) on customer satisfaction, and customer satisfaction toward post-purchase intentions from sheltered employment institutions. Work experience plays an important role in career development for those people with intellectual…
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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…
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ERIC Educational Resources Information Center
Porter, Sherry A.
2016-01-01
The general problem was that, in the competitive telecommunications industry, information technology service providers have to develop ways to improve on customer satisfaction and service quality during service disruptions to meet service level agreements. A descriptive phenomenological study was used to explore the lived experiences and…
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Federal Register 2010, 2011, 2012, 2013, 2014
2013-11-06
... DEPARTMENT OF HEALTH AND HUMAN SERVICES National Institutes of Health Proposed Collection; 60-Day Comment Request; Customer and Other Partners Satisfaction Surveys Summary: In compliance with the requirement of Section 3506(c)(2)(A) of the Paperwork Reduction Act of 1995 for the opportunity for public...
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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.
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Assessing the Effects of Service Quality of Government and Student Satisfaction in Education’s Field
NASA Astrophysics Data System (ADS)
Purwaningsih, D.
2017-03-01
The aim of the research is to analyze how the service quality of Indonesian government affect student’s satisfaction in the education field. Data collection was conducted in September 2016 through distributing questionnaires to 132 students at private universities in south Tangerang city. Sampling used incidental sampling method, while data analysis is descriptive, qualitative and quantitative, which were analyzed with the Importance Performance Analysis. The survey results revealed that the satisfaction level of the students of South Tangerang good enough to service of the Government in higher education sector with a value of 83.61 using Customer Satisfaction Index (CSI). Nevertheless, there are several factors that should be prioritized for immediate enhanced, namely: government’s ability to respond effectively to solve the problems in the academic world, fairness of the government in providing assistance to both state and private universities and attention of the government to higher education.
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Shopper marketing: a new challenge for Spanish community pharmacies.
Gavilan, Diana; Avello, Maria; Abril, Carmen
2014-01-01
Changes that have occurred over the past few decades in retailing and in the health care sector--namely, a drastic reduction in drug profit-margins, and a more critical use of health services by patients--have created a scenario characterized by rising competitiveness. This new context is necessitating community pharmacies (hereafter, pharmacies) to improve their business model through new strategies. Shopper marketing has proven invaluable in other retail settings and therefore, could be a critical element for new practices in pharmacies. First, to analyze how shopping experiences in pharmacies based on new practices in shopper marketing affect shopping behavior. Second, to study the mediating effect of customer satisfaction on the relationship between shopping experiences and shopping behavior. A self-reported questionnaire was developed to measure four concepts: hedonic experience (enjoyable), functional experience (goal-oriented), customer satisfaction and shopping behavior. Data were collected from 28 different pharmacies dispersed throughout Spain. Structural equation modeling (SEM) was used to test the relationships in the theoretical model. First, the measurement model was estimated to assess model fit, reliability, convergent and discriminant validity. Then, the parameters of the structural model were estimated and the mediation effects were subsequently tested. Functional experience and hedonic experience each significantly and positively correlate with consumer satisfaction and with customer shopping behavior (purchases and loyalty). Moreover, the effects of each type of experience on shopping behavior are partially mediated by customer satisfaction. The results suggest that even in Spanish pharmacies, which have traditionally been considered as strictly functional retailers, ensuring customer satisfaction and enhancing shopping behavior now demand more than just functional experiences. Moreover, a customer's experience at a pharmacy can itself trigger a shopping cycle; therefore, pharmacists should consider prioritizing investments in hedonic experiences. Copyright © 2014 Elsevier Inc. All rights reserved.
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The Need for Consumer Relations in Technical Education.
ERIC Educational Resources Information Center
Isberner, Fred R.; Armstrong, Connie
1995-01-01
Technical education curricula should include the topical area of customer relations. Students need to learn how to listen to customers, handle complaints, monitor quality, and understand customer satisfaction. (SK)
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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…
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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…
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ERIC Educational Resources Information Center
Korkutata, Abdulmenaf
2017-01-01
Sport managements supply consumers with services in a number of sport branches. In the same breath sport managements (facilities) should provide customer satisfaction due to the intuition of "client centered and service providing corporations." In this regard, the purpose of the researcher is to analyze whether the pleasure of clients…
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Thomas D. Wickham; Alan R. Graefe
2002-01-01
This study explores the nature of place attachment, enduring involvement and human territoriality and their relationship with customer satisfaction for a diverse group of anglers at lakes in the New England region. Previous work has made limited headway in our understanding of how place attachment, enduring involvement, and human territoriality relate to people's...
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[Customer and patient satisfaction. An appropriate management tool in hospitals?].
Pawils, S; Trojan, A; Nickel, S; Bleich, C
2012-09-01
Recently, the concept of patient satisfaction has been established as an essential part of the quality management of hospitals. Despite the concept's lack of theoretical and methodological foundations, patient surveys on subjective hospital experiences contribute immensely to the improvement of hospitals. What needs to be considered critically in this context is the concept of customer satisfaction for patients, the theoretical integration of empirical results, the reduction of false satisfaction indications and the application of risk-adjusted versus naïve benchmarking of data. This paper aims to contribute to the theoretical discussion of the topic and to build a basis for planning methodologically sound patient surveys.
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Zarbo, Richard J; Nakhleh, Raouf E; Walsh, Molly
2003-01-01
Measurement of physicians' and patients' satisfaction with laboratory services has recently become a requirement of health care accreditation agencies in the United States. To our knowledge, this is the first customer satisfaction survey of anatomic pathology services to provide a standardized tool and benchmarks for subsequent measures of satisfaction. This Q-Probes study assessed physician satisfaction with anatomic pathology laboratory services and sought to determine characteristics that correlate with a high level of physician satisfaction. In January 2001, each laboratory used standardized survey forms to assess physician customer satisfaction with 10 specific elements of service in anatomic pathology and an overall satisfaction rating based on a scale of rankings from a 5 for excellent to a 1 for poor. Data from up to 50 surveys returned per laboratory were compiled and analyzed by the College of American Pathologists. A general questionnaire collected information about types of services offered and each laboratory's quality assurance initiatives to determine characteristics that correlate with a high level of physician satisfaction. Hospital-based laboratories in the United States (95.8%), as well as others from Canada and Australia. Ninety-four voluntary subscriber laboratories in the College of American Pathologists Q-Probes quality improvement program participated in this survey. Roughly 70% of respondents were from hospitals with occupied bedsizes of 300 or less, 65% were private nonprofit institutions, just over half were located in cities, one third were teaching hospitals, and 19% had pathology residency training programs. Overall physician satisfaction with anatomic pathology and 10 selected aspects of the laboratory service (professional interaction, diagnostic accuracy, pathologist responsiveness to problems, pathologist accessibility for frozen section, tumor board presentations, courtesy of secretarial and technical staff, communication of relevant information, teaching conferences and courses, notification of significant abnormal results, and timeliness of reporting). The database of 3065 physician surveys was derived from 94 laboratories. An average of 32.6 surveys (median 30) was returned per institution, with a range of 5 to 50 surveys per institution. The mean response rate was 35.6% (median 32.5%). The median (50th percentile) laboratory had an overall median satisfaction score of 4.4. The lowest satisfaction scores that were obtained all related to poor communication, which included timeliness of reporting, communication of relevant information, and notification of significant abnormal results. Statistically significant associations of customer satisfaction with certain institutional characteristics and laboratory performance improvement activities were identified. The importance of this satisfaction survey lies not in its requirement as an exercise for accrediting agencies but in understanding the needs of the customer (in this case the physician) to direct performance improvement in the delivery of quality anatomic pathology laboratory services.
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Employee retention: a customer service approach.
Gerson, Richard F
2002-01-01
Employee retention is a huge problem. There are staff shortages in radiology because not enough people are entering the profession; too many people are leaving the profession for retirement, higher-paying jobs or jobs with less stress; and there are not enough opportunities for career advancement. Staff shortages are exacerbated by difficulty in retaining people who enter the profession. While much work has been focused on recruitment and getting more people "in the front door," I suggest that the bulk of future efforts be focused on employee retention and "closing the back door." Employee retention must be an ongoing process, not a program. Approaches to employee retention that focus on external things, i.e., things that the company can do to or for the employee, generally are not successful. The truth is that employee retention processes must focus on what the employee gets out of the job. The process must be a benefits-based approach that helps employees answer the question, "What's in it for me?" The retention processes must be ongoing and integrated into the daily culture of the company. The best way to keep your employees is to treat them like customers. Customer service works for external customers. We treat them nicely. We work to satisfy them. We help them achieve their goals. Why not do the same for our employees? If positive customer service policies and practices can satisfy and keep external customers, why not adapt these policies and practices for employees? And, there is a service/satisfaction link between employee retention and higher levels of customer satisfaction. Customers prefer dealing with the same employees over and over again. Employee turnover destroys a customer's confidence in the company. Just like a customer does not want to have to "train and educate" a new provider, they do not want to do the same for your "revolving door" employees. So, the key is to keep employees so they in turn will help you keep your customers. Because the techniques of this process mirror the activities of customer service and customer relationship management, I call the combined process C/ERM for customer/employee relationship management. Both activities must be going on simultaneously to create a loyalty link that ensures customer satisfaction and retention through employee service, satisfaction and retention.
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Improving customer satisfaction: emerging lessons about strategy and implementation, Part 2.
Morton, J
1995-01-01
This article describes a six-phase strategy designed to systematically improve customer satisfaction across an entire managed care system. Part 1 (Spring 1995) of this two-part series summarized the theoretical underpinnings of the approach and highlighted the first two phases of the improvement strategy. Those phases involve systematically listening to the organization's customers and using customer information to strategically target key areas for improvement. This article describes the specifics of the last four phases of the strategy; these phases involve achieving and sustaining unprecedented levels of improvement in targeted areas. Initial results and emerging lessons associated with the implementation of this strategy are summarized.
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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.
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Malewski, David F; Ream, Aimrie; Gaither, Caroline A
2015-01-01
Patient satisfaction with pharmaceutical care can be a strong predictor of medication and other health-related outcomes. Less understood is the role that location of pharmacies in urban or suburban environments plays in patient satisfaction with pharmacy and pharmacist services. The purpose of this study was to serve as a pilot examining urban and suburban community pharmacy populations for similarities and differences in patient satisfaction. Community pharmacy patients were asked to self-administer a 30-question patient satisfaction survey. Fifteen questions addressed their relationship with the pharmacist, 10 questions addressed satisfaction and accessibility of the pharmacy, and five questions addressed financial concerns. Five urban and five suburban pharmacies agreed to participate. Data analysis included descriptive statistics and chi-square analysis. Most patients reported high levels of satisfaction. Satisfaction with pharmacist relationship and service was 70% or higher with no significant differences between locations. There were significant differences between the urban and suburban patients regarding accessibility of pharmacy services, customer service and some patient/pharmacist trust issues. The significant differences between patient satisfaction in the suburban and urban populations warrant a larger study with more community pharmacies in other urban, suburban and rural locations to better understand and validate study findings. Copyright © 2015 Elsevier Inc. All rights reserved.
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Wood, Fred B; Siegel, Elliot R; Feldman, Sue; Love, Cynthia B; Rodrigues, Dennis; Malamud, Mark; Lagana, Marie; Crafts, Jennifer
2008-02-15
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 $18000 per website; US $225,000 for a project evaluation contractor). 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. 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. 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 broad cross-section of websites participated, and a majority reported significant benefits and new knowledge gained from the ACSI survey results. NIH websites as a group scored consistently higher on overall customer satisfaction relative to US government-wide and private sector benchmarks. Overall, the enterprise-wide experiment was successful. On the level of individual websites, the project confirmed the value of online customer surveys as a Web evaluation method. The evaluation results indicated that successful use of the ACSI, whether site-by-site or enterprise-wide, depends in large part on strong staff and management support and adequate funding and time for the use of such evaluative methods. In the age of Web-based e-government, a broad commitment to Web evaluation may well be needed. This commitment would help assure that the potential of the Web and other information technologies to improve customer and citizen satisfaction is fully realized.
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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 broad cross-section of websites participated, and a majority reported significant benefits and new knowledge gained from the ACSI survey results. NIH websites as a group scored consistently higher on overall customer satisfaction relative to US government-wide and private sector benchmarks. Conclusions Overall, the enterprise-wide experiment was successful. On the level of individual websites, the project confirmed the value of online customer surveys as a Web evaluation method. The evaluation results indicated that successful use of the ACSI, whether site-by-site or enterprise-wide, depends in large part on strong staff and management support and adequate funding and time for the use of such evaluative methods. In the age of Web-based e-government, a broad commitment to Web evaluation may well be needed. This commitment would help assure that the potential of the Web and other information technologies to improve customer and citizen satisfaction is fully realized. PMID:18276580
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Supply chain management for small business--how to avoid being part of the food chain.
Knechtges, J P; Watts, C A
2000-08-01
A supply chain is a series of customer and supplier relationships that extend throughout and beyond the company. It is an interwoven set of links that together form a chain supplying our customers in a seamless and integrated fashion delivering a high level of customer satisfaction. Supply chain management (SCM) integrates all activities so they are focused on customer satisfaction (both internally and externally). One of the things this article will attempt to accomplish is to provide a clear understanding of SCM's positive impact on customer service as well as on improving profitability, cash flow, product cycle times, and communication. Whether we go forward in the supply chain to the final end-user or backward in the supply chain to our supplier's suppliers, SCM will significantly improve our ability to serve our customers.
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Scotti, Dennis J; Harmon, Joel
2014-01-01
The delivery of high-quality service, rendered by health service professionals who interact with customers (patients), increases the likelihood that customers will form positive evaluations of the quality of their service encounters as well as high levels of customer satisfaction. Using linkage theory to develop our conceptual framework, we identify four clusters of variables which contribute to a chain of sequential events that connect organization climate to personal and operational work outcomes. We then examine the perceptual differences of service professionals, grouped by intensity of customer contact, with respect to these variables. National data for this project were obtained from multiple sources made available by the Veterans Healthcare Administration (VHA). Cross-group differences were tested using a series of variance analyses. The results indicate that level of customer-contact intensity plays a significant role in explaining variation in perceptions of support staff, clinical practitioners, and nurses at the multivariate and univariate levels of analysis. Contact intensity appears to be a core determinant of the nature of work performed by health service professionals as well as their psychological responses to organizational and customer-related dynamics. Health service professionals are important resources because of their specialized knowledge, labor expense, and scarcity. Based on findings from our research, managers are advised to survey employees' perceptions of their organizational environment and design practices that respond to the unique viewpoints of each of the professional groups identified in this study. Such tailoring should help executives maximize the value of investments in human resources by underwriting patient satisfaction and financial sustainability.
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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…
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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…
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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…
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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…
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The seven common pitfalls of customer service in hospitals.
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.
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Ferguson, Ronald J; Paulin, Michele; Leiriao, Elizabeth
2006-01-01
The ability to attract and retain loyal customers depends on the successful implementation of a customer-centric strategy. Customer loyalty is an attitude about an organization and its' services that is manifested by intentions and behaviors of re-patronization and recommendation. In the context of many medical services, loyalty through repeat patronization is not pertinent, whereas loyalty through positive word-of mouth (WOM) recommendation can be a powerful marketing tool. The Shouldice Hospital, a well-known institution for the surgical correction of hernias, instituted a marketing plan to develop a stable base of patients by creating positive WOM advocacy. This study focused on the consequences of both hernia patient overall satisfaction (and overall service quality) and hospital personnel satisfaction on the level of positive WOM advocacy. Using a commitment ladder of positive WOM advocacy, respondents were divided into three categories described as passive supporters, active advocates and ambassador advocates. Patient assessments of overall satisfaction and service quality were significantly related to these progressive levels of WOM for recommending the hospital to potential patients. Similarly, the satisfaction of the hospital employees was also significantly related to these progressive levels of positive WOM about recommending the hospital to potential patients and to potential employees. High levels of satisfaction are required to create true ambassadors of a service organization.
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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…
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Federal Register 2010, 2011, 2012, 2013, 2014
2012-04-06
... information needed to measure customer satisfaction with delivered products and services. DATES: Written... (National Acquisition Center Customer Response Survey) Activity; Comment Request AGENCY: Office of...: Department of Veterans Affairs (VA) National Acquisition Center Customer Response Survey, VA Form 0863. OMB...
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Applying the expectancy disconfirmation and regret theories to online consumer behavior.
Liao, Chechen; Liu, Chuang-Chun; Liu, Yu-Ping; To, Pui-Lai; Lin, Hong-Nan
2011-04-01
This study synthesizes the expectancy disconfirmation theory with empirical theories pertaining to customer regret in an e-commerce environment. The study begins by examining the roles that information quality (IQ), system quality (SYQ), and service quality (SEQ) play in determining customer regret and satisfaction. Then the consequences of regret and satisfaction on reuse intention are examined. Survey data collected from 445 respondents are analyzed using structural equation modeling with partial least squares (PLS-Graph 3.0) to provide support for the hypothesized links. Results show that IQ disconfirmation, SYQ disconfirmation and SEQ disconfirmation are related to regret and satisfaction. Both regret and satisfaction are related to reuse intention. In addition, satisfaction mediates the effect of regret on reuse intention. Based on these results, implications for theory and practice are discussed.
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Job and career satisfaction among staff nurses: effects of job setting and environment.
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.
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The effect of consumers’ perception to the satisfaction of use of traditional medicines in Medan
NASA Astrophysics Data System (ADS)
Siregar, R. S.; Supriana, T.; Haryanti, S.
2018-02-01
Consumption of chemical medicines fluctuated in 2009-2014, whereas the consumption of solid traditional medicine increased in 2009-2014. The purpose of this study is to analyse the influence of consumers’s perception on the consumption of traditional medicinal plants. The data was analysed by using a binomial logit regression analysis. It is found that the consumers’s perceptions affect customer satisfaction simultaneously are the health benefits variable, quality of traditional medicine variable, price of traditional medicine and available product; the health benefits variable and quality of traditional medicine variable partially have significant effects to customers’s satisfaction simultaneously satisfaction partially; the health benefit variable and quality of traditional medicine is found to have a marginal effect of 7% and 4%, respectively.
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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…
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Nakhleh, Raouf E; Souers, Rhona; Ruby, Stephen G
2008-11-01
There are multiple elements that can be measured to assess the quality of a surgical pathology laboratory. Overall customer satisfaction is an excellent "global" measure, because it highlights the unique insight of laboratory performance from the users' perspective. To measure customer satisfaction with surgical pathology reports. This study was based on a subscription Q-Tracks study. Voluntary participants were asked to distribute and collect a minimum of 25 surveys per quarter from their clients. Four parameters were graded, which included overall satisfaction, report turnaround time (TAT), completeness, and style on a scale of 1 (poor) to 5 (excellent). Each laboratory submitted quarterly data to the College of American Pathologists, where the data were tabulated and analyzed. Each laboratory could compare their performance in all 4 measures against the entire cohort or a selected subgroup of laboratories. Overall customer satisfaction with surgical pathology reports and 3 subcategories of report TAT, completeness, and style were the main outcome measures. This study ran during 2004 and 2005, with 41 and 33 participant laboratories, respectively. The median score for overall satisfaction, TAT, completeness, and style were 4.57, 4.31, 4.62, and 4.64 in 2004, and 4.64, 4.56, 4.65, and 4.68 in 2005, respectively. Most laboratories reported results for 4 quarters or fewer. There was no statistically significant change in overall satisfaction over time. Overall satisfaction scores for surgical pathology reports as well as satisfaction with report TAT, completeness, and style were high. Report TAT received the lowest scores of all parameters.
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[Factors associated with the satisfaction of prescribers of blood products in Burkina Faso].
Sawadogo, S; Kafando, E; Nébié, K; Ouédraogo, A-S; Ouattara, S; Dahourou, H; Fretz, C; Deneys, V
2017-11-01
The National Blood Transfusion Centre, unique operator of blood transfusion in Burkina Faso is engaged into the quality process according to ISO 9001. Therefore, the assessment of customer satisfaction is a main part of its system. Our study conceives "customer satisfaction" as dependant to the perceived service quality based on SERVQUAL model. To identify factors associated with the satisfaction of blood products prescribers in order to help decision-makers for continuous improvement of services. We conducted a cross-sectional survey among prescribers of blood components in Ouagadougou, between February 27 and April 30, 2015. We used an anonymous self-administered questionnaire, including 13 items associated to the 5 dimensions of SERVQUAL model. The different satisfaction gaps were calculated and linear regression was used to determine statistical associations with a significance level of 5%. The return rate was 94.5% about the 256 questionnaires distributed. A total of 30% of respondents were satisfied to very satisfied. The overall global gap of satisfaction was -5.74. The product delivery time, the efficacy and safety of blood products, the medical and clinical support, the pro-activity of the communication, the management of blood products reservation and the satisfaction of needs in blood products were the factors associated with the prescribers' satisfaction. This first study in blood transfusion services in our context was been useful to assess customer satisfaction and identify the main axes on which targeting priority actions in order to effectively use available resources. Copyright © 2017 Elsevier Masson SAS. All rights reserved.
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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.
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Achieving Continuous Improvement: Theories that Support a System Change.
ERIC Educational Resources Information Center
Armel, Donald
Focusing on improvement is different than focusing on quality, quantity, customer satisfaction, and productivity. This paper discusses Open System Theory, and suggests ways to change large systems. Changing a system (meaning the way all the parts are connected) requires a considerable amount of data gathering and analysis. Choosing the proper…
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Results of the Software Process Improvement Efforts of the Early Adopters in NAVAIR 4.0
2007-12-01
and customer satisfaction. AIRSpeed utilizes a structured, problem solving methodology called DMAIC (Define, Measure, Analyze, Improve, Control...widely used in business. DMAIC leads project teams through the logical steps from problem definition to problem resolution. Each phase has a specific set...costs and improving productivity and customer satisfaction. AIRSpeed utilizes the DMAIC (Define, Measure, Analyze, Improve, Control) structured problem
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Cross-Cultural Perspectives of Service Quality and Risk in Air Transportation
NASA Technical Reports Server (NTRS)
Cunningham, Lawrence F.; Young, Clifford E.; Lee, Moonkyu
2002-01-01
This study compares US and Korean customers in terms of their perceptions of airline service quality based on SERVPERF and industry-based measures, as well as their perceptions of risks involved in the airline choice. SERVPERF is a set of multi-dimensional measures of customer evaluations of service quality. The results indicate that: (1) US passengers are generally more satisfied with their airline service than Korean customers on most of the SERVPERF dimensions; (2) Koreans are generally more satisfied with the bumping procedures whereas US participants feel more satisfied with the airline's baggage handling, operations/safety, and connections; and (3) US participants perceive higher levels of performance and financial risks whereas Koreans feel greater social risk in choosing an airline. This study also examines the SERVPERF, industry-based measure, and perceived risk in predicting customer satisfaction with, and intention to repatronize the airline. The results suggest that US customers consider service reliability, in-flight comfort, and connections as the key factors determining satisfaction with airline service whereas Korean passengers generally regard reliability, assurance, and risk factors as predictors of satisfaction. The determining factors of customer intention to repatronize the airline are reliability and empathy for US, and reliability and overall risk for Korean customers. The study demonstrates the applicability of SERVPERF as a cross-cultural tool and indicates the importance of perceived risk in cross-cultural studies.
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The one number you need to grow.
Reichheld, Frederick F
2003-12-01
Companies spend lots of time and money on complex tools to assess customer satisfaction. But they're measuring the wrong thing. The best predictor of top-line growth can usually be captured in a single survey question: Would you recommend this company to a friend? This finding is based on two years of research in which a variety of survey questions were tested by linking the responses with actual customer behavior--purchasing patterns and referrals--and ultimately with company growth. Surprisingly, the most effective question wasn't about customer satisfaction or even loyalty per se. In most of the industries studied, the percentage of customers enthusiastic enough about a company to refer it to a friend or colleague directly correlated with growth rates among competitors. Willingness to talk up a company or product to friends, family, and colleagues is one of the best indicators of loyalty because of the customer's sacrifice in making the recommendation. When customers act as references, they do more than indicate they've received good economic value from a company; they put their own reputations on the line. And they will risk their reputations only if they feel intense loyalty. The findings point to a new, simpler approach to customer research, one directly linked to a company's results. By substituting a single question--blunt tool though it may appear to be--for the complex black box of the customer satisfaction survey, companies can actually put consumer survey results to use and focus employees on the task of stimulating growth.
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Riveros S, Jorge; Berné M, Carmen
2006-03-01
The implementation of the marketing strategies in public hospitals provides management advantages and improves the relationship between customers and staff. To analyze the application of marketing strategies in a public hospital, from the perspective of the staff. A structured survey that asked about perceptions in 50 items about communication between personnel and customers/users, customer satisfaction, participation in the development of new policies and incentives for efficiency was applied to a stratified sample of the staff. Factorial and regression analyses were performed to define the impact of marketing strategies on the degree of preoccupation and orientation of the organization towards the satisfaction of customer needs. The survey was applied to 74 males and 122 females. The survey showed that the orientation of the hospital towards the satisfaction of its beneficiaries basically depends on the generation of an organizational culture oriented towards them and the implementation of adequate policies in staff management and quality of service. These basic aspects can be accompanied with practices associated to the new marketing approaches such as a market orientation, customer orientation and relational marketing. All these factors presented positive and significant relations. New marketing strategies should be applied, to achieve an efficient and customer oriented hospital management.
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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.
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NASA Astrophysics Data System (ADS)
Nadia Dedy, Aimie; Zakuan, Norhayati; Zaleha Omain, Siti; Rahim, Kamaruzzaman Abdul; Ariff, Mohd Shoki Md; Sulaiman, Zuraidah; Zameri Mat Saman, Muhamad
2016-05-01
TQM practices are important to provide customer satisfaction by improved product performance and sustained towards the organizational goal. The objective of this study was to analyse the relationship between TQM practices, process innovation and employee performance. In this study, six critical success factors of TQM have been identified namely customer focus, leadership, training, teamwork, communication, and top management. Based on thorough literature review, employee performances have been measured by two constructs which are job satisfaction and workplace environment. The study used methodology of quantitative approach. The questionnaires for this study were randomly distributed to 102 employees in the selected car manufacturer companies. The respondents were choosing from management team, supervisor, technician and others worker. Results of the study support the proposed hypotheses that there are significant relationship between TQM practices, process innovation and employee performance.
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Improving the Service with the Servqual Method
NASA Astrophysics Data System (ADS)
Midor, Katarzyna; Kučera, Marian
2018-03-01
At the time when economy is growing, there is strong competition in the market, and customers have increasingly higher expectations as regards quality of service and products. Under such conditions, organizations need to improve. One of the areas of improvement for an organization is to research the level of customer satisfaction. The article presents results of customer satisfaction surveys conducted by the Servqual method in a pharmaceutical service company. Use of this method allowed to improve the services provided by that pharmaceutical wholesaler, identify areas that need to be improved as soon as possible in order to improve the level of service provided.
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Optimized production planning model for a multi-plant cultivation system under uncertainty
NASA Astrophysics Data System (ADS)
Ke, Shunkui; Guo, Doudou; Niu, Qingliang; Huang, Danfeng
2015-02-01
An inexact multi-constraint programming model under uncertainty was developed by incorporating a production plan algorithm into the crop production optimization framework under the multi-plant collaborative cultivation system. In the production plan, orders from the customers are assigned to a suitable plant under the constraints of plant capabilities and uncertainty parameters to maximize profit and achieve customer satisfaction. The developed model and solution method were applied to a case study of a multi-plant collaborative cultivation system to verify its applicability. As determined in the case analysis involving different orders from customers, the period of plant production planning and the interval between orders can significantly affect system benefits. Through the analysis of uncertain parameters, reliable and practical decisions can be generated using the suggested model of a multi-plant collaborative cultivation system.
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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.
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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
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A Planning Approach of Engineering Characteristics Based on QFD-TRIZ Integrated
NASA Astrophysics Data System (ADS)
Liu, Shang; Shi, Dongyan; Zhang, Ying
Traditional QFD planning method compromises contradictions between engineering characteristics to achieve higher customer satisfaction. However, this compromise trade-off can not eliminate the contradictions existing among the engineering characteristics which limited the overall customer satisfaction. QFD (Quality function deployment) integrated with TRIZ (the Russian acronym of the Theory of Inventive Problem Solving) becomes hot research recently for TRIZ can be used to solve contradictions between engineering characteristics which construct the roof of HOQ (House of quality). But, the traditional QFD planning approach is not suitable for QFD integrated with TRIZ for that TRIZ requires emphasizing the contradictions between engineering characteristics at problem definition stage instead of compromising trade-off. So, a new planning approach based on QFD / TRIZ integration is proposed in this paper, which based on the consideration of the correlation matrix of engineering characteristics and customer satisfaction on the basis of cost. The proposed approach suggests that TRIZ should be applied to solve contradictions at the first step, and the correlation matrix of engineering characteristics should be amended at the second step, and at next step IFR (ideal final result) must be validated, then planning execute. An example is used to illustrate the proposed approach. The application indicated that higher customer satisfaction can be met and the contradictions between the characteristic parameters are eliminated.
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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.
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Norton & Elaine Sarnoff Center for Jewish Genetics
... to register! QuestionPro provides free survey templates for Customer Satisfaction, Human Resources, Marketing, Health Care, Customer Service, Academic Evaluation, and Community surveys. Contact Us ...
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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…
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Federal Register 2010, 2011, 2012, 2013, 2014
2013-01-28
... generic clearance for the purpose of gathering customer satisfaction data directly from customers for a... Activities: Requests for Comments; Clearance of a New Approval of Information Collection: FAA Customer... INFORMATION: OMB Control Number: 2120-XXXX Title: FAA Customer Service Surveys Form Numbers: There are no FAA...
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The utility and its customer: A complex relationship
DOE Office of Scientific and Technical Information (OSTI.GOV)
Covelli, L.; Williams, M.V.
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 specificmore » 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.« less
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Improving queuing service at McDonald's
NASA Astrophysics Data System (ADS)
Koh, Hock Lye; Teh, Su Yean; Wong, Chin Keat; Lim, Hooi Kie; Migin, Melissa W.
2014-07-01
Fast food restaurants are popular among price-sensitive youths and working adults who value the conducive environment and convenient services. McDonald's chains of restaurants promote their sales during lunch hours by offering package meals which are perceived to be inexpensive. These promotional lunch meals attract good response, resulting in occasional long queues and inconvenient waiting times. A study is conducted to monitor the distribution of waiting time, queue length, customer arrival and departure patterns at a McDonald's restaurant located in Kuala Lumpur. A customer survey is conducted to gauge customers' satisfaction regarding waiting time and queue length. An android app named Que is developed to perform onsite queuing analysis and report key performance indices. The queuing theory in Que is based upon the concept of Poisson distribution. In this paper, Que is utilized to perform queuing analysis at this McDonald's restaurant with the aim of improving customer service, with particular reference to reducing queuing time and shortening queue length. Some results will be presented.
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Successful Strategies for Marketing School Levies. Fastback No. 310.
ERIC Educational Resources Information Center
Graham, Glenn T.; And Others
The use of modern marketing concepts to assist public school districts in the passage of school levies and bond issues is presented in this guidebook. The modern marketing concept is based on maximizing customer satisfaction and solving the problem of the consumer. Strategies are presented for conducting market analysis; financing, organizing, and…
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Realizing Shared Services--A Punctuated Process Analysis of a Public IT Department
ERIC Educational Resources Information Center
Olsen, Timothy John
2012-01-01
IT services are increasingly being offered via a shared service model. This model promises the benefits of centralization and consolidation, as well as an increased customer satisfaction. Adopting shared services is not easy as it necessitates a major organizational change, with few documented exemplars to guide managers. This research explores a…
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76 FR 70653 - Performance Measurement
Federal Register 2010, 2011, 2012, 2013, 2014
2011-11-15
... Regulations as follows: PART 3055--SERVICE PERFORMANCE AND CUSTOMER SATISFACTION REPORTING 0 1. The authority... entered into the National Customer Management System (NCMS). NCMS manages SFS inventory, general ledger, order history, and customer accounts. A measurement ends when the order is logically closed out in the...
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78 FR 281 - Submission for OMB Review; Comment Request
Federal Register 2010, 2011, 2012, 2013, 2014
2013-01-03
... customer perception in relationship to customer requirements. PHP has determined that the best method for..., Office of Information and Regulatory Affairs, Office of Management and Budget (OMB), [email protected] and Plant Health Inspection Service Title: Stakeholder/Customer Satisfaction Survey. OMB Control...
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75 FR 38725 - Service Performance Measurement
Federal Register 2010, 2011, 2012, 2013, 2014
2010-07-06
... of Customer Sastisfaction A. General Considerations B. Rule 3055.91--Consumer Access to Postal Services C. Rule 3055.92--Customer Experience Measurement Surveys D. Rule 3055.93--Mystery Shopper Program... Commission is adopting a final rule on service perfomance measurement and customer satisfaction. The final...
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Quality-improvement initiatives focused on enhancing customer service in the outpatient pharmacy.
Poulin, Tenley J; Bain, Kevin T; Balderose, Bonnie K
2015-09-01
The development and implementation of quality-improvement initiatives to enhance customer service in an outpatient pharmacy of a Veterans Affairs (VA) medical center are described. Historically low customer service satisfaction rates with the outpatient pharmacy at the Philadelphia Veterans Affairs Medical Center prompted this quality-improvement project. A three-question survey was designed to be easily and quickly administered to veterans in the outpatient pharmacy waiting area. Using 5-point Likert scale, veterans were asked to rate (1) their overall experience with the outpatient pharmacy service and (2) their satisfaction with the customer service provided by the pharmacy department. They were also asked how they thought the pharmacy department could improve its customer service. After receiving feedback from the survey, several quality-improvement initiatives were developed. The initiatives were categorized as environmental, personnel, communicative, and technological. For each initiative, one or more tasks were developed and the initiatives were subsequently implemented over eight months. After each task was completed, veterans were surveyed to measure the impact of the change. A total of 79 veterans were surveyed before the implementation of the quality-improvement initiatives, and 49% and 68% rated their experience with the outpatient pharmacy and customer service favorably, respectively. Twenty-five veterans were surveyed after the implementation of numerous quality-improvement interventions, with 44% and 72% rating their experience with the outpatient pharmacy and customer service favorably. Customer service satisfaction with an outpatient pharmacy service at a VA medical center was enhanced through the implementation of various quality-improvement initiatives. Copyright © 2015 by the American Society of Health-System Pharmacists, Inc. All rights reserved.
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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. Copyright 2005 APA, all rights reserved.
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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…
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Patient satisfaction after pulmonary resection for lung cancer: a multicenter comparative analysis.
Pompili, Cecilia; Brunelli, Alessandro; Rocco, Gaetano; Salvi, Rosario; Xiumé, Francesco; La Rocca, Antonello; Sabbatini, Armando; Martucci, Nicola
2013-01-01
Patient satisfaction reflects the perception of the customer about the level of quality of care received during the episode of hospitalization. To compare the levels of satisfaction of patients submitted to lung resection in two different thoracic surgical units. Prospective analysis of 280 consecutive patients submitted to pulmonary resection for neoplastic disease in two centers (center A: 139 patients; center B: 141 patients; 2009-2010). Patients' satisfaction was assessed at discharge through the EORTC-InPatSat32 module, a 32-item, multi-scale self-administered anonymous questionnaire. Each scale (ranging from 0 to 100 in score) was compared between the two units. Multivariable regression and bootstrap were used to verify factors associated with the patients' general satisfaction (dependent variable). Patients from unit B reported a higher general satisfaction (91.5 vs. 88.3, p = 0.04), mainly due to a significantly higher satisfaction in the doctor-related scales (doctors' technical skill: p = 0.001; doctors' interpersonal skill: p = 0.008; doctors' availability: p = 0.005, and doctors information provision: p = 0.0006). Multivariable regression analysis and bootstrap confirmed that level of care in unit B (p = 0.006, bootstrap frequency 60%) along with lower level of education of the patient population (p = 0.02, bootstrap frequency 62%) were independent factors associated with a higher general patient satisfaction. We were able to show a different level of patient satisfaction in patients operated on in two different thoracic surgery units. A reduced level of patient satisfaction may trigger changes in the management policy of individual units in order to meet patients' expectations and improve organizational efficiency. Copyright © 2012 S. Karger AG, Basel.
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Principles of data collection applied to customer knowledge.
Quinn, D
1992-01-01
Are customers becoming more demanding or is the state of excellence in service in the United States in decline? With the dawning of the Age of the Global Marketplace and its attendant competition, American consumers have come to expect a higher standard in products and services. They naturally choose to purchase products that have proved to be well made and reliable. In brief, they require satisfaction. Yet business and medical journals, newspapers, and books all have been eager to tell the story of the sad state of customer service. The "demands of American consumers for high-quality service are higher than ever and businesses that ignore the new realities of customer satisfaction can jeopardize not only their future sales but also their very survival" (Szabo, 1989, p. 16).
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Customer service vs patient care.
Khouzam, Hani Raoul
2002-03-01
Though hospital administrators may impose a customer satisfaction mandate, it need not alter the status of "patients" redefined as "customers." It is the duty of all health care providers to remember that the practice of medicine is not chiefly a business and is not purely a science. In its mission is the art of encouraging the individuality of each provider of medical care to interact with the individuality of his/her patients. The medical profession in antiquity was linked with religion and the treating physician with special acquired knowledge and clinical experience was often able to accomplish a "miracle" when TLC (tender loving care) was the essential element of medical practice. If TLC is reintroduced into 21st century medical practice, "customer satisfaction" will be the result rather than the goal of medical care.
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Societal perception toward transportation modes based on online (Go-Jek) In Malang City
NASA Astrophysics Data System (ADS)
Buamona, D. M.
2017-06-01
Driver online which is renowned as Go-jek is one of alternative transportation exist in Malang city based on IT. This service is supportive enough for all societies and easy to do serving, namely it is enough by using Go-jek application which is exist in Smartphone. Some services served by Go-jek including Go-Ride, Go-Car, Go-Food, Go-Send dan Go- Massage. By the development of technology and the emergence of alternative transportation, it will not close any chance to get competition.In its development some Go-Jek users started complaining about the services provided. This study aims is to assess the level of importance and performance and measure the level of community satisfaction in using Go-Jek with the method of Importance Performance Analysis (IPA) and Customer Satisfaction Index (CSI), Importance Performance Analysis (IPA) is used to determine the attributes of importance and level of satisfaction of performance while the Customer Satisfaction Index (CSI) is used to view the percentage of satisfaction level. Accidental Sampling technique is used to determine the sample based on spontaneity factor as well as for data collection using questionnaires with 100 respondents. The results of this study indicate that services considered important by the community but less attention namely waiting time for short reservations, ability to reach a specific location. Drivers deliver you to the right destination and reliability. For percentage of respondent satisfaction level, it is seen from several criteria: a) 0,81-1,00 Very satisfied, b) 0,66-0,80 Satisfied, c) 0,51-0,65 Simply satisfied, d) 0,35 -0.50 Less satisfied, and d) 0.00-0.34 Very dissatisfied. From the results of this study, it shows that people feel very satisfied with the service given today with a value of 0.84 CSI, this value is at the interval of 0.81-1.00. Based on the results of the analysis, although the percentage of this study shows high level of satisfaction of the respondents but the service improvements should continue if Go-Jek wants to make this transport as a public transportation alternative choice for people that is not to move on to other alternative transportation.
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Engineering performance metrics
NASA Astrophysics Data System (ADS)
Delozier, R.; Snyder, N.
1993-03-01
Implementation of a Total Quality Management (TQM) approach to engineering work required the development of a system of metrics which would serve as a meaningful management tool for evaluating effectiveness in accomplishing project objectives and in achieving improved customer satisfaction. A team effort was chartered with the goal of developing a system of engineering performance metrics which would measure customer satisfaction, quality, cost effectiveness, and timeliness. The approach to developing this system involved normal systems design phases including, conceptual design, detailed design, implementation, and integration. The lessons teamed from this effort will be explored in this paper. These lessons learned may provide a starting point for other large engineering organizations seeking to institute a performance measurement system accomplishing project objectives and in achieving improved customer satisfaction. To facilitate this effort, a team was chartered to assist in the development of the metrics system. This team, consisting of customers and Engineering staff members, was utilized to ensure that the needs and views of the customers were considered in the development of performance measurements. The development of a system of metrics is no different than the development of any type of system. It includes the steps of defining performance measurement requirements, measurement process conceptual design, performance measurement and reporting system detailed design, and system implementation and integration.
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Federal Register 2010, 2011, 2012, 2013, 2014
2012-03-15
... Services Division Customer Service Survey ACTION: 30-Day notice of information collection. The Department.... (2) Title of the Form/Collection: Firearms & Explosives Services Division Customer Service Survey. (3... firearms and explosives industry. This anonymous survey would allow FESD to gauge customer satisfaction and...
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Federal Register 2010, 2011, 2012, 2013, 2014
2012-10-03
... through Friday, except Federal holidays. SUPPLEMENTARY INFORMATION: Title: Customer Satisfaction Surveys. Background: Executive Order 12862, ``Setting Customer Service Standards'' requires that federal agencies provide the highest quality service to our customers by identifying them and determining what they think...
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76 FR 9820 - Notice of Information Collection
Federal Register 2010, 2011, 2012, 2013, 2014
2011-02-22
... . SUPPLEMENTARY INFORMATION: I. Abstract LaRC leadership desires to seek out customer feedback across all mission..., customers will have the option to provide their feedback via e-mail, Web-based survey, or phone conversation in accordance with their preference. III. Data Title: LaRC Customer Satisfaction Assessment OMB...
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ERIC Educational Resources Information Center
Barber, L.; Hayday, S.; Bevan, S.
An empirical test of the service-profit chain in a large United Kingdom retail business explored how employee attitudes and behavior can improve customer retention and, consequently, company sales performance. Data were collected from 65,000 employees and 25,000 customers from almost 100 stores. The business collected customer satisfaction for…
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"You've Gotta Keep the Customer Satisfied": Assessing Client Satisfaction.
ERIC Educational Resources Information Center
Andert, Jeffery N.; And Others
To better understand factors contributing to an identified early attrition rate for families referred to a child guidance clinic, a procedure was developed for assessing their satisfaction with clinic services. Brief Client Satisfaction Questionnaires (N=3) were developed to assess clients' attitudes and reactions to an initial screening and…
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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…
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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…
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Code of Federal Regulations, 2010 CFR
2010-01-01
..., nonprofit organizations, State and local governments, Federal employees, and customers of Federal services... satisfaction, manager satisfaction, and organizational performance resulting from the labor-management forums... labor-management satisfaction, productivity gains, cost savings, and other areas as identified by the...
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Disconfirmation Theory: An Approach to Student Satisfaction Assessment in Higher Education.
ERIC Educational Resources Information Center
Franklin, Kathy Kramer; Shemwell, Donald W.
This study investigated student satisfaction at a comprehensive regional university using a questionnaire grounded in the disconfirmation theory of customer satisfaction. A total of 165 students enrolled in business courses were surveyed at the beginning of the semester regarding their expectations of the university, with 104 students completing…
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Building brand equity and customer loyalty
DOE Office of Scientific and Technical Information (OSTI.GOV)
Pokorny, G.
Customer satisfaction and customer loyalty are two different concepts, not merely two different phrases measuring a single consumer attitude. Utilities having identical customer satisfaction ratings based on performance in areas like power reliability, pricing, and quality of service differ dramatically in their levels of customer loyalty. As competitive markets establish themselves, discrepancies in customer loyalty will have profound impacts on each utility`s prospects for market retention, profitability, and ultimately, shareholder value. Meeting pre-existing consumer needs, wants and preferences is the foundation of any utility strategy for building customer loyalty and market retention. Utilities meet their underlying customer expectations by performingmore » well in three discrete areas: product, customer service programs, and customer service transactions. Brand equity is an intervening variable standing between performance and the loyalty a utility desires. It is the totality of customer perceptions about the unique extra value the utility provides above and beyond its basic product, customer service programs and customer service transactions; it is the tangible, palpable reality of a branded utility that exists in the minds of consumers. By learning to manage their brand equity as well as they manage their brand performance, utilities gain control over all the major elements in the value-creation process that creates customer loyalty. By integrating brand performance and brand equity, electric utility companies can truly become in their customers` eyes a brand - a unique, very special, value-added energy services provider that can ask for and deserve a premium price in the marketplace.« less
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Measuring patients' satisfaction with pharmaceutical services at a public hospital in Qatar.
Khudair, Imran Fahmi; Raza, Syed Asif
2013-01-01
The aim of this paper is to study pharmacy service impact on patient satisfaction and to determine what factors saliently link with pharmaceutical service performance at Hamad General Hospital. A patient satisfaction questionnaire was designed using the literature and consultation with Hamad General Hospital medical experts. The questionnaire contained 22 items that focused on five influencing factors: promptness; attitude; supply; location; medication education; and respondent demographic aspects. A total of 220 respondents completed the questionnaire. An exploratory factor analysis was used to group items and a structural equation model was developed to test causality between five factors along with their influence on patient satisfaction. The study establishes statistical evidence that patient satisfaction is positively influenced by service promptness, pharmacist attitude, medication counseling, pharmacy location and waiting area. Several socio-demographic characteristics have statistically different effect on satisfaction, notably: gender; marital status; health status; age; educational level; and ethnicity. However, medication supply did not influence patient satisfaction. Pharmaceutical services are recognized as an essential healthcare-system component. Their impact on customer satisfaction has been investigated in many countries; however, there is no such study in Qatar. The findings identify pharmaceutical service performance indicators and provide guidelines to improve Qatari pharmaceutical services.
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Defense Threat Reduction Agency > Careers > Onboarding
, click HERE. Let's Get Started Our values allow personnel to achieve their commitment to total customer satisfaction by meeting and anticipating customer needs. INTEGRITY SERVICE EXCELLENCE INNOVATION TEAMWORK
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Boldy, Duncan; Davison, Maria; Duggan, Ravani
2015-03-01
This paper aims to describe a practical example of the use of adapted versions of a resident satisfaction questionnaire for quality improvement purposes in a large aged care service organisation. Residential care and home care questionnaires each covered 11 aspects, the 'housing' questionnaire nine. Each aspect included Likert scale-type satisfaction questions. Questionnaires were distributed for completion by residents or by a friend/family member where a resident was unable to self-complete (e.g. because of dementia). Over the six separate customer satisfaction surveys conducted by the organisation since 1999, the analysis scheme has been refined and forms the basis of a report to the Board highlighting major findings and making recommendations regarding future actions. Most recently, the Board has decided to focus on three main areas, with actions identified for each, namely satisfaction with staff (e.g. enhanced staff training), social activities and involvement (e.g. increased occupational therapy), and opportunities for enhanced feedback. © 2014 AJA Inc.
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NASA Astrophysics Data System (ADS)
Peikari, Hamid Reza
Customer satisfaction and loyalty have been cited as the e-commerce critical success factors and various studies have been conducted to find the antecedent determinants of these concepts in the online transactions. One of the variables suggested by some studies is perceived security. However, these studies have referred to security from a broad general perspective and no attempts have been made to study the specific security related variables. This paper intends to study the influence on security statement and technical protection on satisfaction, loyalty and privacy. The data was collected from 337 respondents and after the reliability and validity tests, path analysis was applied to examine the hypotheses. The results suggest that loyalty is influenced by satisfaction and security statement and no empirical support was found for the influence on technical protection and privacy on loyalty. Moreover, it was found that security statement and technical protection have a positive significant influence on satisfaction while no significant effect was found for privacy. Furthermore, the analysis indicated that security statement have a positive significant influence on technical protection while technical protection was found to have a significant negative impact on perceived privacy.
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Li, Bin; Wang, Li-Jun; Zhang, Li-Fang; Qian, Jian-Guo; Zheng, Jia-Gang; Zhu, Gao-Jie; He, De-Hua; Xu, Zi-Tian
2009-07-01
To improve the after-sales service, a survey aimed at the after-serveis of 3 kinds of medical equipment is applied among 68 hospitals in Shanghai Area in 2008.The Stat. and analysis results are showed in the paper, which will certainly channel off suppliers to set up a harmonious market together.
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Importance-performance analysis: an application to Michigan's natural resources
Gloria Sanders; Erin White; Lori Pennington-Gray
2001-01-01
In the state of Michigan, the nature-based tourist is becoming an increasingly important target market for providers of natural resources. To meet the demands of this growing market segment, evaluation strategies for nature-based sites are needed to maintain and improve customer satisfaction and loyalty. Evaluation strategies that incorporate consumer input can help to...
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Using the Technology Acceptance Model (TAM) to Conduct an Analysis of User Perceptions
ERIC Educational Resources Information Center
Young, Cheryl E.
2010-01-01
Contractor performance evaluation enables agents to make informed purchasing decisions, provide feedback to contractors/vendors, and help improve service quality and customer satisfaction. However, both public and private organizations sometimes fail to do so, as is the case at a division of a government organization located in a northeastern U.S.…
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AFMC Customer Satisfaction Study at the Air Logistics Centers
2008-03-01
research was guided by a previous Graduate Research Project (GRP) effort, which sought to determine how customer relationship management ( CRM ...and effectively. To accomplish this, AFMC is implementing Customer Relationship Management ( CRM ) as one of its initiatives. Problem Statement...for improvement. More than fifty-one percent of the participants were not aware that Customer Relationship Management ( CRM ) was a transformation
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Federal Register 2010, 2011, 2012, 2013, 2014
2011-01-13
... comment in response to the notice. This notice solicits comments on voluntary customer satisfaction...] Agency Information Collection Activities; Proposed Collection; Comment Request; Customer/Partner Service... collection of information they conduct or sponsor. ``Collection of information'' is defined in 44 U.S.C. 3502...
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77 FR 31616 - Agency Information Collection Activities: Submission for OMB Review; Comment Request
Federal Register 2010, 2011, 2012, 2013, 2014
2012-05-29
...: Generic Clearance for the Collection Customer Satisfaction Surveys; Use: This collection of information is necessary to enable the Agency to garner customer and stakeholder feedback in an efficient, timely manner... customers and stakeholders will help ensure that users have an effective, efficient, and satisfying...
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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…
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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…
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Federal Register 2010, 2011, 2012, 2013, 2014
2012-01-10
... Services Division Customer Service Survey ACTION: 60-Day Notice of Information Collection. The Department... & Explosives Services Division Customer Service Survey. (3) Agency form number, if any, and the applicable... firearms and explosives industry. This anonymous survey would allow FESD to gauge customer satisfaction and...
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76 FR 2151 - Notice of Intent To Seek Approval To Renew an Information Collection
Federal Register 2010, 2011, 2012, 2013, 2014
2011-01-12
... Measure Customer Service Satisfaction. OMB Number: 3145-0157. Expiration Date of Approval: August 31, 2011...: On September 11, 1993, President Clinton issued Executive Order 12862, ``Setting Customer Service... available in the private sector. Section 1(b) of that order requires agencies to ``survey customers to...
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78 FR 30896 - Submission for OMB Review; Comment Request
Federal Register 2010, 2011, 2012, 2013, 2014
2013-05-23
..., Associated Form and OMB Number: Interactive Customer Evaluation (ICE)/Enterprise Voice of the Customer (EVoC...)/ Enterprise Voice of the Customer (EVoC) System automates and minimizes the use of the current manual paper... service provider on the quality of their experience and their satisfaction level. This is a management...
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Customer service in health care: a new era.
Eisenberg, B
1997-01-01
Intensified competition in healthcare is stimulating an enhanced focus on consumer satisfaction. Critical barriers to customer service are being dismantled and hospitals are instituting comprehensive models to promote consumer-oriented environments.
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27 CFR 53.92 - Exclusions from sale price.
Code of Federal Regulations, 2010 CFR
2010-04-01
... expense incurred after shipment to a customer begins, in response to the customer's order, pursuant to a... satisfaction of the appropriate TTB officer that another method reasonably apportions such freight expense...
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Marketing health services: the engineering of satisfaction.
MacStravic, R S
1984-12-01
Service marketing is the engineering of satisfaction, and the key to success is to identify and influence potential customers' expectations and then to fulfill those expectations. Patient satisfaction largely determines both a program's revenues and expenditures and the effectiveness of care received by patients. A program's ability to satisfy patients rests upon three basic elements: research, design, and communication. Research should be on two levels. The first is basic market assessment and analysis, and should reveal overall market potential by focusing on consumers' expectations, unmet needs, and level of satisfaction. From this stage of research, the organization should be able to identify current programs that are secure and stable, those which have significant growth potential, those which are threatened by competition, and those which have little future. This research also should indicate the potential for new programs and for new markets for existing programs. The second level of research focuses on a specific program (whether current or proposed) and is the basis for program design. The organization can tailor the program to consumers' expectations in everything from services provided to price of parking and other amenities. Research also provides a basis for communications. Not only can communications influence a potential customer to try a provider, but also care providers can use communications during and after the service experience to reinforce what might have been a casual decision. Ideally, all communication that occurs between patients and providers should serve marketing as well as diagnostic and therapeutic purposes. It can shape patients' expectations, reinforce satisfaction when those expectations have been fulfilled, and convey the provider's caring and concern.
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Guide to Choosing Stroke Rehabilitation Services
... program (acute rehab, home care, outpatient)? CUSTOMER SERVICE & SATISFACTION YES NO NOTES Does the program collect information from patients and their families about satisfaction with the care received? Is so, is the ...
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Huang, Hui-Chun; Shanklin, Carol W
2008-05-01
The United States is experiencing remarkable growth in the elderly population, which provides both opportunities and challenges for assisted-living facilities. The objective of this study was to explore how service management influences residents' actual food consumption in assisted-living facilities. Physical factors influencing residents' service evaluation and food consumption also were investigated. A total of 394 questionnaires were distributed to assisted-living residents in seven randomly selected facilities. The questionnaire was developed based on an in-depth literature review and pilot study. Residents' perceived quality evaluations, satisfaction, and physical constraints were measured. Residents' actual food consumption was measured using a plate waste technique. A total of 118 residents in five facilities completed both questionnaires and food consumption assessments. Descriptive, multivariate analyses and structural equation modeling techniques were employed. Service management, including food and service quality and customer satisfaction, was found to significantly influence residents' food consumption. Physical constraints associated with aging, including a decline in health status, chewing problems, sensory loss, and functional disability, also significantly influenced residents' food consumption. A significant relationship was found between physical constraints and customer satisfaction. Foodservice that provides good food and service quality increases customer satisfaction and affects residents' actual food consumption. Physical constraints also influence residents' food consumption directly, or indirectly through satisfaction. The findings suggest that food and nutrition professionals in assisted-living should consider the physical profiles of their residents to enhance residents' satisfaction and nutrient intake. Recommendations for exploring residents' perspectives are discussed.
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Code of Federal Regulations, 2010 CFR
2010-10-01
... commitment to customer satisfaction; the contractor's reporting into databases (see subparts 4.14 and 4.15...-like concern for the interest of the customer. [60 FR 16719, Mar. 31, 1995, as amended at 73 FR 67091...
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Federal Register 2010, 2011, 2012, 2013, 2014
2013-12-05
... not a toll-free number); [email protected] . SUPPLEMENTARY INFORMATION: Title: Quantitative Consumer Research--United States Mint Customer Spend Trajectory Research Survey. OMB Number: 1525-0015...
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Identifying customer-focused performance measures : final report 655.
DOT National Transportation Integrated Search
2010-10-01
The Arizona Department of Transportation (ADOT) completed a comprehensive customer satisfaction : assessment in July 2009. ADOT commissioned the assessment to acquire statistically valid data from residents : and community leaders to help it identify...
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ERIC Educational Resources Information Center
Sanders, Liz; And Others
To meet accountability challenges from a customer-satisfaction perspective, an urban institution of higher education has developed an integrated approach to studying the freshman year experience in order to develop comprehensive outcomes measures for assessing freshman success. Multiple sources of data (freshman satisfaction survey data,…
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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…
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Federal Register 2010, 2011, 2012, 2013, 2014
2010-11-23
... to the current measures of employment retention and customer satisfaction. DOL intends for the new...) Retention in unsubsidized employment for 1 year; (2) satisfaction of the participants, employers, and their... unsubsidized employment for 1 year; and (2) the satisfaction of participants, employers and their host agencies...
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Pilot views of Montgomery County, Texas automated FSS services.
DOT National Transportation Integrated Search
1990-08-01
The Federal Aviation Administration has seldom assessed the satisfaction of pilot "customers," with the services provided by its air traffic facilities. Most available information about pilots' satisfaction with Air Traffic Control (ATC) services is ...
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Popular Tasks in the ForeSee Portal
Access the robust American Customer Satisfaction Index Portal to obtain information, such as search terms used by survey respondents, satisfaction by audience type, and responses to specific survey questions; and learn how to use various filters.
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An exploratory study of organization design configurations in health care delivery organizations.
Sheppeck, Mick; Militello, Jack
2014-01-01
Organizations are configurations of variables that support each other to achieve customer satisfaction. Based on Treacy and Wiersema (1995), we predicted the emergence of two configurations, one supporting a product leadership stance and one predicting the customer intimate approach from a set of 73 for profit health care clinics. In addition, we predicted the emergence of a configuration where the scores on most variables were near the mean for each variable. Using cluster analysis and discriminant function analysis, we identified three configurations: one a "master of two" strategy, one "stuck-in-the-middle," and one showing scores well below the mean on most variables. The implications for organization design and manager actions in the health care industry are discussed.
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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…
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Code of Federal Regulations, 2010 CFR
2010-07-01
... to show, to the satisfaction of the authorized officer, the character, capacity, and location of such... customer, or a number of customers, or is intended to transmit power solely for the applicant's use. If the line is to serve a single customer or is for the applicant's own use, the nature of such use must be...
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Federal Register 2010, 2011, 2012, 2013, 2014
2012-08-08
... collection. This is a new generic clearance for the purpose of gathering customer satisfaction data directly from customers for a wide variety of services. DATES: Written comments should be submitted by October 9... Activities: Requests for Comments; Clearance of a New Approval of Information Collection: FAA Customer...
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29 CFR 570.52 - Occupations of motor-vehicle driver and outside helper (Order 2).
Code of Federal Regulations, 2010 CFR
2010-07-01
... urgent, time-sensitive deliveries means trips which, because of such factors as customer satisfaction... for the purpose of delivering goods of the minor's employer to a customer (except urgent, time... delivery of pizzas and prepared foods to the customer; the delivery of materials under a deadline (such as...
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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…
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Air medical referring customer satisfaction: a valuable insight.
Fultz, J H; Coyle, C B; Reynolds, P W
1998-01-01
To remain competitive and survive, air medical programs must have a mechanism for obtaining customer feedback, especially when alternate transport options are available. The goal of this survey was to examine the air medical service's performance as perceived by customers requesting the transport. Surveys were mailed to 400 referring customers who had contact with the flight crew during the transition of patient care. The survey consisted of 16 statements evaluating the service by using a 4-point Likert scale, three demographic questions, one statement evaluating overall satisfaction, and two open-ended questions for comments or suggestions. Two hundred forty-four surveys were returned for a 61% responses rate. Results indicated referring customers are satisfied with the service provided Written comments and suggestions were divided into two categories, positive comments and suggestions for improvement. Three common themes were identified within the suggestions for improvement: crew rapport, communications, and operations. Suggested improvements were evaluated, and selected strategies were incorporated into program operation. Customer feedback furnishes valuable insight into their needs and perception of a service. Comments and suggestions for improvement can promote critical inquiry into service operation and provide a catalyst for improvement.
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Brand strengthening decision making delved from brand-contacts in health services organizations.
Takayanagi, Kazue; Hagihara, Yukiko
2007-01-01
Under the Japanese Government's strong enforcement of Japanese national medical cost reduction, only hospitals which emphasize patient values, and creation of brands according to them can survive. This study extracted patients' expectations as brand from Campbell's Brand-Contact lists. The authors also proposed to add Brand-strengthening strategies both for short-term strategies (large improvement is not required) and for long-term strategies (restructuring hardware and systems). This method would enable hospitals to collect customers' underlying expectations, and would create high-value brands. Trustful medical service would provide mutual and synergetic medical care effects. It is already considered out of date to conduct qualitative patient satisfaction interviews on current medical services to current customers. It is the only way to survive that hospitals themselves produce their original brands to increase patient loyalty and customer satisfaction. In the process, customer value should be reconsidered from both aspects of the quality of clinical care and of other medically related services. Then hospitals would be able to satisfy both customers' output and process expectations.
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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.
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Attribute correlates of hospital outpatient satisfaction.
Krueckeberg, H F; Hubbert, A
1995-01-01
Customer satisfaction (patient satisfaction) with hospital outpatient or ambulatory services is an important factor in influencing patient patronage and loyalty. Based on an empirical study, this article examines the attributes of the ambulatory care experience which were significantly associated with the level of satisfaction resulting from the most recent hospital ambulatory visit. This study focuses on identifying attributes of ambulatory services. This article brings to the health care marketing literature information on ambulatory satisfaction comparable to that which has been contributed to the literature regarding satisfaction with physician and hospital experiences.
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Student satisfaction and loyalty in Denmark: Application of EPSI methodology.
Shahsavar, Tina; Sudzina, Frantisek
2017-01-01
Monitoring and managing customers' satisfaction are key features to benefit from today's competitive environment. In higher education context, only a few studies are available on satisfaction and loyalty of the main customers who are the students, which signifies the need to investigate the field more thoroughly. The aim of this research is to measure the strength of determinants of students' satisfaction and the importance of antecedents in students' satisfaction and loyalty in Denmark. Our research model is the modification of European Performance Satisfaction Index (EPSI), which takes the university's image direct effects on students' expectations into account from students' perspective. The structural equation model of student satisfaction and loyalty has been evaluated using partial least square path modelling. Our findings confirm that the EPSI framework is applicable on student satisfaction and loyalty among Danish universities. We show that all the relationships among variables of the research model are significant except the relationship between quality of software and students' loyalty. Results further verify the significance of antecedents in students' satisfaction and loyalty at Danish universities; the university image and student satisfaction are the antecedents of student loyalty with a significant direct effect, while perceived value, quality of hardware, quality of software, expectations, and university image are antecedents of student satisfaction. Eventually, our findings may be of an inspiration to maintain and improve students' experiences during their study at the university. Dedicating resources to identified important factors from students' perception enable universities to attract more students, make them highly satisfied and loyal.
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Federal Register 2010, 2011, 2012, 2013, 2014
2011-06-01
... Satisfaction Survey AGENCY: Federal Aviation Administration (FAA), DOT. ACTION: Notice and request for comments...: SWIFT Customer Satisfaction Survey. Form Numbers: There are no FAA Forms associated with this collection...
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Federal Register 2010, 2011, 2012, 2013, 2014
2011-03-28
... Satisfaction Survey AGENCY: Federal Aviation Administration (FAA), DOT. ACTION: Notice and request for comments... Control Number: 2120-0699. Title: SWIFT Customer Satisfaction Survey. Form Numbers: There are no FAA forms...
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The role of brand trust in male customers' relationship to luxury brands.
Hur, Won-Moo; Kim, Minsung; Kim, Hanna
2014-04-01
This study examined the role of brand trust in customers' luxury brand consumption behavior. Perceived value and brand satisfaction were presented within a framework as antecedents of brand trust, while brand loyalty and brand risk were presented as consequences. A face-to-face survey was administered to a sample (N = 400) of men between 25 and 54 years of age who had purchased luxury brand and non-luxury brand suits within the previous three months. The results showed the greater the hedonic value on brand satisfaction, the greater the influence of brand satisfaction on brand trust, and the greater was the effect of brand trust on brand loyalty for luxury brands as compared with non-luxury brands. Similar patterns are identified between luxury and non-luxury brands for the positive relationship between utilitarian value and brand satisfaction and the negative relationship between brand trust and brand risk.
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DOE Office of Scientific and Technical Information (OSTI.GOV)
Anderson, A.V.; Henderson, D.P.
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 themore » 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.« less
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Sung, Youngmo; Choi, Jinkyung
2018-02-01
Interest in specialized dietary supplements is leading market growth, and protein supplements are popular for increasing muscle mass among young males. Therefore, this study investigated the attitudes toward and satisfaction with protein supplements to identify detailed consumer behaviors related to the consumption of protein supplements. The study sample includes male university students in their 20s in South Korea. In total, 223 responses were entered for analysis. Questions related to attitudes, satisfaction, and future behavioral intentions were asked using 5-point Likert scales. The responses were divided into two groups, current and previous users, to identify significant differences in terms of attitudes, satisfaction, and future behavioral intentions. A descriptive analysis, analysis of variance (ANOVA), and multiple regression were run. The majority of respondents prefer the powdered form of supplements in bulk with a price range between 30,000 won and 60,000 won. Online shopping was preferred, while word of mouth and friends/family were considered credible information sources. The most common side effects experienced were problems with digestion and hives, although more than 78% did not experience side effects. In comparison between current and previous users in terms of attitudes and satisfaction, the following areas showed significances. Regarding attitudes, the importance of brand, preference for products from overseas, the search for nutritional facts, and reading carefully all product information were significant, while regarding satisfaction, price, effectiveness, and ease of consumption were significant. All significances showed that current users had more positive attitudes and greater satisfaction. Overall, consumers' satisfaction regarding ease of consumption influenced future behavioral intentions. The market for protein supplements has been growing, so measuring consumers' attitudes and satisfaction would help attract potential consumers. In addition, analyzing previous users' opinions on products could guide product development and encourage customers to return for repurchase.
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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,…
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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…
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Siebel, T
2001-03-01
There is a growing awareness among corporations that the quality of the customer experience they provide directly affects their bottom line. Many are turning to high-flying software maker Siebel Systems for help in managing those relationships. The young company holds a leadership position in an explosive market-enterprise application software. But customer satisfaction, not dot-com chic, is foremost on the mind of Siebel Systems' founder, chairman, and CEO, Tom Siebel. The buttoned-down Siebel rejects the freewheeling management style and culture that characterize many Silicon Valley companies. As the former CEO of Gain Technology and a former executive at Oracle, Siebel believes in putting customers ahead of technology, discipline ahead of inspiration. In this interview, conducted at the company's San Mateo, California, headquarters, Siebel describes how this obsessive focus on customer satisfaction has been the driving force behind the company's success. He talks about how the organization remains true to its core values: a deep commitment to providing customer satisfaction; responsible fiscal practices that have created a cash-positive business amid today's cash-negative dot-coms; and general professionalism. "The notion of dressing in jeans and a T-shirt to greet the CEO of a major financial institution who just got off the plane from Munich is not acceptable," he says. Siebel Systems rejects the concept of going to war with rivals; instead, the CEO says, the company has forged an ecosystem of partnerships that allows it to support and integrate its own systems with other companies' software products and ultimately ease the customer's software installations. Indeed, Siebel says, the CEO's most important job is to understand what customers need and deliver that.
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Lowres, Nicole; Krass, Ines; Neubeck, Lis; Redfern, Julie; McLachlan, Andrew J; Bennett, Alexandra A; Freedman, S Ben
2015-12-01
Atrial fibrillation guidelines advocate screening to identify undiagnosed atrial fibrillation. Community pharmacies may provide an opportunistic venue for such screening. To explore the experience of implementing an atrial fibrillation screening service from the pharmacist's perspective including: the process of study implementation; the perceived benefits; the barriers and enablers; and the challenges for future sustainability of atrial fibrillation screening within pharmacies. Setting Interviews were conducted face-to-face in the pharmacy or via telephone, according to pharmacist preference. The 'SEARCH-AF study' screened 1000 pharmacy customers aged ≥65 years using an iPhone electrocardiogram, identifying 1.5 % with undiagnosed atrial fibrillation. Nine pharmacists took part in semi-structured interviews. Interviews were transcribed in full and thematically analysed. Qualitative analysis of the experience of implementing an AF screening service from the pharmacist's perspective. Four broad themes relating to service provision were identified: (1) interest and engagement in atrial fibrillation screening by pharmacists, customers, and doctors with the novel, easy-to-use electrocardiogram technology serving as an incentive to undergo screening and an education tool for pharmacists to use with customers; (2) perceived benefits to the pharmacist including increased job satisfaction, improvement in customer relations and pharmacy profile by fostering enhanced customer care and the educational role of pharmacists; (3) implementation barriers including managing workflow, and enablers such as personal approaches for recruitment, and allocating time to discuss screening process and fears; and, (4) potential for sustainable future implementation including remuneration linked to government or pharmacy incentives, combined cardiovascular screening, and automating sections of risk-assessments using touch-screen technology. Atrial fibrillation screening in pharmacies is well accepted by pharmacists and customers. Many pharmacists combined atrial fibrillation screening with other health screens reporting improved time-efficiency and greater customer satisfaction. Widespread implementation of atrial fibrillation screening requires longterm funding, which could be provided for a combined cardiovascular screening service. Further research could focus on feasibility and cost-effectiveness of combined cardiovascular screening in pharmacies.
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Are "Legal Highs" users satisfied? Evidence from online customer comments.
Bruneel, Christophe-Alain; Lakhdar, Christian Ben; Vaillant, Nicolas G
2014-03-01
This article describes the results of a clustering analysis of more than 2,100 comments posted by online purchasers of "Legal Highs" on five websites in 2012. The aim is to investigate the reasons for satisfaction/dissatisfaction on the part of legal highs users. Our results show that the reasons for satisfaction depend on the price/quality ratio and the real effects of the product (compared to illicit drugs). Dissatisfaction seems to stem from the disparity between the advertising of the product and its real quality. We conclude that online purchasers are certainly illicit drug users who consider legal highs as substitution products.
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Patient satisfaction: focusing on "excellent".
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.
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WisDOT statewide customer satisfaction survey : [project brief].
DOT National Transportation Integrated Search
2013-03-01
The Wisconsin Department of Transportation (WisDOT) is a major public agency with numerous customers utilizing a variety of services and programs to support the entire statewide multimodal transportation system. The department also houses the Divisio...
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A Measurement of Civil Engineering Customer Satisfaction.
1987-09-01
to best represent civil engineering customers : military building managers , civilian building managers , and field grade officers. Building managers ...not know how well they are meeting the expectations of their customers . In their book on service management , 5- I8 Albrecht and Zemke fault American...Austin provide the simplest definition of a customer -- one who pays the bills .59 (2:45). In his book on service management , Richard Normann labels tile
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Running Head: Improving Pharmacy Customer Satisfaction
2006-06-29
superior service and excellent outcomes. Nursing Management , 34, 11, 26 - 30. 71 Fairweather, A. (n.d.). Customers - hold onto what you’ve got. Retrieved...from 7http://www.customerservicemanger.com/ customers -hold-onto-what-youve-got.htm, on September 30, 2005. Fedoroff, P. (2006). 12 MANAGE Rigor and...and management fj strategies. Drug Trend Benefits, 16, 7, 380-392. 7Schueler, J. (2000). Customer service through leadership: the Disney way. Training
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Margaritis, Eleftherios; Katharaki, Maria; Katharakis, George
2012-05-01
The study attempts to develop an outpatient service quality scale by investigating the key dimensions which assess parental satisfaction and provides a recommendation on an improved health service delivery system. The survey was conducted in an Ear-Nose-Throat outpatient clinic of a Greek public pediatric hospital. A total of 127 parents in outpatient waiting areas were chosen; 74.8% of the sampled parents were under 40, and 78% were mothers. A factor analysis was performed; while a Fischer's exact test and multinomial logistic regression analysis was conducted. All Cronbach's α exceeded 0.70 and all factor loadings exceeded 0.50. Twenty-three items were retained through the scale development process and seven factors were formed that appear to be statistically valid and clinically meaningful: access and convenience, doctor's attention, customization, reliability, assurance, satisfaction and loyalty. Findings were discussed in relation to parents' overall satisfaction and intention of reusing and recommending outpatient clinic. Satisfaction was found to be positively affected by access and convenience and doctors' attention. Staff attitude and the telephone procedure of scheduling the child's examination found positively correlated to the likelihood of recommending services to friends and relatives. Time and communication in the waiting room influenced parents' satisfaction. Overall, results reveal the measures that need to be taken in order to improve outpatient service quality. Copyright © 2011 Elsevier Ltd. All rights reserved.
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NASA Astrophysics Data System (ADS)
Tan, Pei Kian; Mohd Suradi, Nur Riza; Saludin, Mohamad Nasir
2013-04-01
Service failure frequently occurs. This affects customer expectations which lead to complaint. However, not all dissatisfied customers actually complain. Without customer feedback, it would be impossible for a company to know whether they needed a change for improvement. Thus, complaint management brings a learning experience to organization in order to provide better service. Therefore, it is important to identify customer dissatisfaction through a systematic complaint handling or management. The study proposes a model of systematic complaint management which applied to academic library as a tool of service recovery. As such, the main purpose of this study is to investigate the critical success factors of complaint management towards service quality, customer satisfaction, customer loyalty and the impact to organizational image at academic library. Three academic libraries have been identified and selected for this project, the Library of Tun Sri Lanang, UKM, UTeM and UNIMAS. Using the justice theory, this study investigates the perception of customers on complaint management in terms of outcomes they receive, procedures used by organization and interpersonal treatment. In this study, there are five factors of complaint management identified, which includes speed of recovery, management system, empowerment, culture and psychology and tangible compensation. A questionnaire was designed and used as the data gathering instrument. A total of 600 respondents participated in this study. Ten hypotheses were used to test the relationships between complaint management, service quality, customer satisfaction, customer loyalty and organizational image. To measure the construct relationships, Structural Equation Model (SEM) approach was used. The results show that management system (b = 0.210; p < 0.05) exerts the highest positive impact on service quality. It followed by psychology and culture (b = 0.188; p < 0.05), empowerment (b = 0.179; p < 0.05) and tangible compensation (b = 0.175; p < 0.05). However, the empirical results suggest that speed of recovery (b = -0.009; p > 0.05) do not influence service quality. The second part of this study uses confirmatory factor analysis (CFA) to analyze and confirm the conceptual model proposed in this research. The result shows that all the values obtained in this study fits the data reasonably well.
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[Customer orientation in ambulant medicine].
Heinrich, M
2014-07-01
Due to developments of the health market, economic aspects of the health system are more relevant. In this upcoming market the patient is regarded as customer and the doctor as provider of medical services. Studies on customer orientation in the ambulant medicine lag behind this dynamic. An aim of the study is to comprehend the attitudes of the doctors referring to the customer orientation. In a second step the findings are discussed according to statements of health-care paticipants. Developments in role comprehension of doctor and patient are focused to gain results in scientific and practical applications. Guideline-supported, partly narrative interviews with n=9 gynaecologists and n=11 general practitioners in Freiburg/Germany are recorded, transcribed and reviewed in a qualitative analysis. The statements of the doctors show patient satisfaction has an incremental meaning sspecially regarding the sequence of patient relationship and economic management of the doctor's workplace. The doctor's role comprehension meets with a refusal of the role of salesman and the patient as customer. The method of interviews is suitable to gather empirical impressions of the doctors. The control sample is adequate, however a bias due to inhomogeneous thematic affinitiy and local social-demographics might be possible. The customer orientation has become an important factor in doctor-patient relationtships. The relevance of the doctor-patient conversation and the risk of misuse of the patient confidence are mentioned by the doctors. The doctor as paternalistic care provider gives way to the customer-focused service provider. The doctor's necessity of autonomyssss and dependency on patient satisfaction have potential for conflict. Intensive mention of customer orientation in medicine in the media emphasises its importance. Rational handling with the possibilities of individual health markets is a prospective challange. Further research could be established in all aspects of customer orientation, especially the changing relevance of ethical responsibility. An enlargement or comparison with other control samples (n>20, other medical subfields, structurally weak areas) could be illuminating. The results of this qualitative study can be used to develop quantitative inquiries. © Georg Thieme Verlag KG Stuttgart · New York.
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Needham, Brian R
2012-01-01
Improving the patient experience is an issue many healthcare organizations face. However, it is the opinion of this author that the focus on patient satisfaction scores alone is short-sighted and that the most successful organizations will adopt best practices from other industries to deliver a more complete patient experience. This article presents an extensive review of best practices in customer experience from numerous customer-centric industries and postulates as to how the healthcare field might apply them. A new framework for improving patient experience is proposed--one that moves beyond the traditional focus on satisfaction scores to embrace the core differentiating characteristics of the organization.
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NASA Astrophysics Data System (ADS)
Skowron, Łukasz; Gąsior, Marcin; Sak-Skowron, Monika
2014-12-01
Both the scientific bodies as well as business practitioners over the past few years have concentrated their efforts in the field of marketing and management primarily around the concept of customer, wanting to know more about him/her and trying to understand their behaviour so that their market activities can more easily be influenced and shaped. In today's market, the customer bases the purchase-decision-making process on choosing a good/service that will give him/her the greatest satisfaction, a subjective, positive experience, which is an emotional reaction to the perceived value. Its level is a result of the comparison between the level of expectations arising from past experience, obtained information and promises, and the perception of experienced situation. In the empirical part of the manuscript, the authors present the main differences in the process of building customer satisfaction and loyalty for two groups of patients: those using prepaid medical services and those who pay for their services each time. Reported results refer to research carried out by the authors between August and October 2012 in the city of Warsaw (Poland) with use of the Structural Equation Modeling analysis. The study was conducted via paper surveys, on a sample of 1590 respondents who were the patients of selected medical organizations. The study demonstrated, using two, separate models, that among aforementioned groups of patients, the evaluation of health services proceeds in quite a different way. This indicates significant implications, of marketing and management character in the field of communication and building long-term patient-organization relationships. Medical establishments wanting to manage effectively their relationships with current and potential customers need to understand the nature of the different groups of patients and be able to adjust the scope and form of marketing activities to their different expectations and preferences.
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Federal Register 2010, 2011, 2012, 2013, 2014
2011-07-14
... a TWIC and a voluntary customer satisfaction survey. DATES: Send your comments by August 15, 2011. A... identification verification and access control. TSA also conducts a survey to capture worker overall satisfaction...
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Measuring the operational efficiency of individual theme park attractions.
Kim, Changhee; Kim, Soowook
2016-01-01
This study assesses the operation efficiency of theme park attractions using the data envelopment analysis, utilizing actual data on 15 attractions at Samsung Everland located in Yongin-si, Republic of Korea. In particular, this study identifies crowding and waiting time as one of the main causes of visitor's satisfaction, and analyzes the efficiency of individual attractions in terms of waiting time. The installation area, installation cost, and annual repair cost are set as input factors and the number of annual users and customer satisfaction as output factors. The results show that the roller coaster-type attractions were less efficient than other types of attractions while rotating-type attractions were relatively more efficient. However, an importance performance analysis on individual attraction's efficiency and satisfaction showed that operational efficiency should not be the sole consideration in attraction installation. In addition, the projection points for input factors for efficient use of attractions and the appropriate reference set for benchmarking are provided as guideline for attraction efficiency management.
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ERIC Educational Resources Information Center
Salisbury, David F.; Branson, Robert K.; Altreche, Wanda I.; Funk, Fanchon F.; Broetzmann, Scott M.
1997-01-01
Addresses the feasibility of applying customer-dissatisfaction measures to public schools. Presents a framework for a public education customer-satisfaction system, based on the author's previous experience in business and industry. A Florida survey showed that about one-third of parents and two-thirds of businesses were dissatisfied with the…
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The Customer Is Always Right: What the Business World Can Teach Us about Problem Patrons.
ERIC Educational Resources Information Center
Jackson, Rebecca
2002-01-01
Discussion of problem patrons in libraries focuses on how businesses handle customer complaints, namely regarding them as opportunities to improve customer service and satisfaction. Suggests libraries need to provide channels for patrons to make complaints, follow up on them, and train staff to deal with user dissatisfaction. (Author/LRW)
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Creating customer-oriented employees: the case in home health care.
Hoffman, K D; Ingram, T N
1991-06-01
Little empirical research has examined the organizational factors that influence the extent to which health care providers engage in customer-oriented behaviors. The authors examine the influence of role ambiguity, role conflict, and job satisfaction on the customer-oriented behaviors of home health care representatives. Managerial implications based on the study findings are discussed.
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Advanced Traveler Information Service (ATIS) : who are ATIS customers?
DOT National Transportation Integrated Search
2000-01-01
This is the second of two white papers written for the ATIS Data Gap workshop with the objective of providing insights from MMDI Customer Satisfaction ATIS evaluations and other USDOT-sponsored ATIS research. The paper synthesizes findings from...
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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…
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Patient, staff and physician satisfaction: a new model, instrument and their implications.
York, Anne S; McCarthy, Kim A
2011-01-01
Customer satisfaction's importance is well-documented in the marketing literature and is rapidly gaining wide acceptance in the healthcare industry. The purpose of this paper is to introduce a new customer-satisfaction measuring method - Reichheld's ultimate question - and compare it with traditional techniques using data gathered from four healthcare clinics. A new survey method, called the ultimate question, was used to collect patient satisfaction data. It was subsequently compared with the data collected via an existing method. Findings suggest that the ultimate question provides similar ratings to existing models at lower costs. A relatively small sample size may affect the generalizability of the results; it is also possible that potential spill-over effects exist owing to two patient satisfaction surveys administered at the same time. This new ultimate question method greatly improves the process and ease with which hospital or clinic administrators are able to collect patient (as well as staff and physician) satisfaction data in healthcare settings. Also, the feedback gained from this method is actionable and can be used to make strategic improvements that will impact business and ultimately increase profitability. The paper's real value is pinpointing specific quality improvement areas based not just on patient ratings but also physician and staff satisfaction, which often underlie patients' clinical experiences.
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Kersnik, J
2001-08-01
Many Eastern and Central European counties are reforming their health care systems. The aim of this study was to determine customer satisfaction with a reformed health care system, with the possibility of free choice of a family physician and patient satisfaction with the family physician in Slovenia and their major determinants. We used a postal survey of the patients who attended their family physician's offices during the study period. We obtained an 84% response rate. Some 72.9% of the respondents were satisfied with the current organisation of health care services, 95.5% of the respondents were satisfied with the possibility of choosing their own family physician and 58% of participants were very satisfied with the level of care received from their personal family practitioners. It was shown that higher patient satisfaction with the family physician was the most powerful predictor of patients' satisfaction with the health care system. The results show that health care reform in Slovenia has a positive impact on the consumers' perceptions of health care quality, measured in terms of consumer satisfaction with the health care system, the possibility to choose a family physician and the overall satisfaction with the family physician.
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Ibidunni, Ayodotun Stephen; Ibidunni, Oyebisi Mary; Olokundun, Maxwell Ayodele; Falola, Hezekiah Olubusayo; Salau, Odunayo Paul; Borishade, Taiye Tairat
2018-06-01
This article present data on the disposition of SME operators towards enhancing SMEs Performance through entrepreneurial orientations. Copies of structured questionnaire were administered to 102 SME owners/managers. Using descriptive and standard multiple regression statistical analysis, the data described how proactiveness, risk-taking and autonomy orientations significantly influenced SMEs' profitability, sales growth, customer satisfaction and new product success.
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Using Student Disconfirmation as a Measure of Classroom Effectiveness.
ERIC Educational Resources Information Center
Krehbiel, Timothy C.; And Others
1997-01-01
Course evaluations by 70 business students (viewed as customers) were interpreted using the concept of disconfirmation, the difference between expectations and perceived value of a service. The professor and professor's knowledge were the most important components of customer satisfaction. (SK)
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Advanced Traveler Information Service (ATIS) : what do ATIS customers want?
DOT National Transportation Integrated Search
2000-01-01
This is the second of two white papers written for the ATIS Data Gap workshop with the objective of providing insights from MMDI Customer Satisfaction ATIS evaluations and other USDOT-sponsored ATIS research. The paper synthesizes findings from...
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Human factors involvement in bringing the power of AI to a heterogeneous user population
NASA Technical Reports Server (NTRS)
Czerwinski, Mary; Nguyen, Trung
1994-01-01
The Human Factors involvement in developing COMPAQ QuickSolve, an electronic problem-solving and information system for Compaq's line of networked printers, is described. Empowering customers with expert system technology so they could solve advanced networked printer problems on their own was a major goal in designing this system. This process would minimize customer down-time, reduce the number of phone calls to the Compaq Customer Support Center, improve customer satisfaction, and, most importantly, differentiate Compaq printers in the marketplace by providing the best, and most technologically advanced, customer support. This represents a re-engineering of Compaq's customer support strategy and implementation. In its first generation system, SMART, the objective was to provide expert knowledge to Compaq's help desk operation to more quickly and correctly answer customer questions and problems. QuickSolve is a second generation system in that customer support is put directly in the hands of the consumers. As a result, the design of QuickSolve presented a number of challenging issues. Because the produce would be used by a diverse and heterogeneous set of users, a significant amount of human factors research and analysis was required while designing and implementing the system. Research that shaped the organization and design of the expert system component as well.
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Chen, Jiaying; Chen, Ying; Hu, Zhen; Liu, Guangyu; Shen, Zhenzhou; Shao, Zhimin; Wu, Jiong
2015-01-01
Background The goal of this study was to evaluate patient satisfaction with four common types of breast reconstruction performed at our institution: latissimus dorsi myocutaneous (LDM) flap reconstruction with or without implants, pedicled transverse rectus abdominis musculocutaneous (TRAM) flap reconstruction, and free deep inferior epigastric perforator (DIEP) flap reconstruction. Methods A custom survey consisting of questions that assessed general and aesthetic satisfaction was sent to patients who had undergone breast reconstruction in the last 5 years. The clinical data and details of the surgery were also collected from the patients who returned the surveys. We compared satisfaction rates across the four breast reconstruction types and analyzed the effects of various factors on overall general and aesthetic satisfaction rates using a binary logistic regression model. Result A total of 207 (72%) patients completed the questionnaires. Overall, significant differences in general and aesthetic satisfaction among the four procedures were not observed. A multivariate analysis revealed that the factor “complications” (p = 0.001) played a significant role in general satisfaction and that the factors “> 2 years since reconstruction” (p = 0.043) and “age > 35 years” (p = 0.05) played significant roles in overall aesthetic satisfaction. Conclusion The present study demonstrated that the type of breast reconstruction might not influence satisfaction in Chinese patients. PMID:26562294
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[Factors associated with job satisfaction of human resources in healthcare].
Вежновець, Тетяна А; Парій, Валентин Д; Вишнивецький, Іван І; Москаленко, Максим В
Healthcare employee satisfaction is an important criterion for the efficiency of human resource management and prognostic impact factor for high turnover of staff. Furthermore, job satisfaction positively affects patient satisfaction, which is an important indicator for quality of care. The goal of our study was to identify factors associated with job satisfaction in healthcare organizations in Ukraine. We conducted sociological and psychological survey of 190 healthcare professionals (81% response rate) in Kherson City Hospital. Job satisfaction and organizational climate was assessed through developed questionnaire, "Test Motype" method of Gerchikov (motivational profile designing) and "Diagnosis Syndrome emotional burnout" method of Boyko. Spearman rank correlation was used for analysis. Job satisfaction positively correlated with personnel age and time record, career prospects, professional development, superior-subordinate, peer-to-peer and patient communications (p<0,01 for all), teamwork environment, among executives with achievement and affiliation motivations (р<0,001, accordingly). It negatively correlated with reward-oriented and lumpen-style motivational profile (р<0,001 and <0,01, accordingly). Job satisfaction did not correlate with responsibility of executives, factors for satisfaction of job description, working conditions and range of wages (all p> 0.05). Based on findings we developed dual job satisfaction-dissatisfaction approach specific for healthcare employee in Ukraine. This model includes internal factors such as work experience, career prospects, professional motivation; external factors such as leadership, governance, work environment, customer satisfaction and preventive factors such as staff role, job description, company policies, salary and benefits.
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Mechanisms linking employee affective delivery and customer behavioral intentions.
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.
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Federal Register 2010, 2011, 2012, 2013, 2014
2013-09-03
... customer (as the term is defined in SEA Rule 15c3-3) must comply with SEA Rule 15c3-3's provisions... that the collateral delivered to the customer may constitute the only source of satisfaction of the... Change to Adopt FINRA Rules 4314 (Securities Loans and Borrowings), 4330 (Customer Protection...
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Determinants of customer satisfaction with hospitals: a managerial model.
Andaleeb, S S
1998-01-01
States that rapid changes in the environment have exerted significant pressures on hospitals to incorporate patient satisfaction in their strategic stance and quest for market share and long-term viability. This study proposes and tests a five-factor model that explains considerable variation in customer satisfaction with hospitals. These factors include communication with patients, competence of the staff, their demeanour, quality of the facilities, and perceived costs; they also represent strategic concepts that managers can address in their bid to remain competitive. A probability sample was selected and a multiple regression model used to test the hypotheses. The results indicate that all five variables were significant in the model and explained 62 per cent of the variation in the dependent variable. Managerial implications of the proposed model are discussed.
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Monitoring visitor satisfaction: a comparison of comment cards and more in-depth surveys
Alan R. Graefe; James D. Absher; Robert C. Burns
2001-01-01
This paper compares responses to comment cards and more detailed on-site surveys at selected Corps of Engineers lakes. The results shed light on the validity, reliability, and usefulness of these alternative methods of monitoring customer satisfaction.
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Bahadori, Mohammadkarim; Yaghoubi, Maryam; Javadi, Marzieh; Rahimi, Zahreh Agha
2015-01-01
Considering globalization of health care and quality improvement trend to respond to competition and customer orientation, attention to organizational structure and its relationship with market orientation is essential. Therefore, this study reviews the relationship between organizational structure and market orientation in selected hospitals of Isfahan (Iran). This study was a descriptive survey. The study population comprised nurse managers from selected hospitals (n = 80). Data collection tools were two questionnaires (market orientation questionnaire and organizational structure) that the validity and reliability were confirmed (r = 0.83 for market orientation questionnaire and r = 0.87 for organizational structure). SPSS (Ver. 16) software was used for the analyses. The mean score of organizational structure was 65.4 (11.2) and total mean of market orientation was 51.14 (17.6). All aspects of the organizational structure (Organization Centralization, Formalization in Organization, and Organization Complication) and market orientation (responding to competition, accountability, customer satisfaction, intelligent organization)-except by responding to clients with Formalization in Organization-as well as all aspects of the Systemic attitude (the system of internal coordination and communication systems_ and market orientation (responding to competition, accountability, customer satisfaction, intelligent organization), there was a meaningful relationship (P < 0.05). Market orientation and its dimensions have a significant relationship with organizational structure and can lead managers' view to the analysis and recognizing elements of success and achievement to goals. With increasing competition in markets, globalization of health services, and presence in international markets and more attention to patients' satisfaction, hospitals need to understand and use of market orientation in order to promote quality and services in the health care system.
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Bahadori, Mohammadkarim; Yaghoubi, Maryam; Javadi, Marzieh; Rahimi, Zahreh Agha
2015-01-01
Background: Considering globalization of health care and quality improvement trend to respond to competition and customer orientation, attention to organizational structure and its relationship with market orientation is essential. Therefore, this study reviews the relationship between organizational structure and market orientation in selected hospitals of Isfahan (Iran). Materials and Methods: This study was a descriptive survey. The study population comprised nurse managers from selected hospitals (n = 80). Data collection tools were two questionnaires (market orientation questionnaire and organizational structure) that the validity and reliability were confirmed (r = 0.83 for market orientation questionnaire and r = 0.87 for organizational structure). SPSS (Ver. 16) software was used for the analyses. Results: The mean score of organizational structure was 65.4 (11.2) and total mean of market orientation was 51.14 (17.6). All aspects of the organizational structure (Organization Centralization, Formalization in Organization, and Organization Complication) and market orientation (responding to competition, accountability, customer satisfaction, intelligent organization)—except by responding to clients with Formalization in Organization—as well as all aspects of the Systemic attitude (the system of internal coordination and communication systems_ and market orientation (responding to competition, accountability, customer satisfaction, intelligent organization), there was a meaningful relationship (P < 0.05). Conclusion: Market orientation and its dimensions have a significant relationship with organizational structure and can lead managers’ view to the analysis and recognizing elements of success and achievement to goals. With increasing competition in markets, globalization of health services, and presence in international markets and more attention to patients’ satisfaction, hospitals need to understand and use of market orientation in order to promote quality and services in the health care system. PMID:25861660
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Christoforou, Paraskevi S; Ashforth, Blake E
2015-01-01
We argue that the strength with which the organization communicates expectations regarding the appropriate emotional expression toward customers (i.e., explicitness of display rules) has an inverted U-shaped relationship with service delivery behaviors, customer satisfaction, and sales performance. Further, we argue that service organizations need a particular blend of explicitness of display rules and role discretion for the purpose of optimizing sales performance. As hypothesized, findings from 2 samples of salespeople suggest that either high or low explicitness of display rules impedes service delivery behaviors and sales performance, which peaks at moderate explicitness of display rules and high role discretion. The findings also suggest that the explicitness of display rules has a positive relationship with customer satisfaction. (c) 2015 APA, all rights reserved.
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Applying CBR to machine tool product configuration design oriented to customer requirements
NASA Astrophysics Data System (ADS)
Wang, Pengjia; Gong, Yadong; Xie, Hualong; Liu, Yongxian; Nee, Andrew Yehching
2017-01-01
Product customization is a trend in the current market-oriented manufacturing environment. However, deduction from customer requirements to design results and evaluation of design alternatives are still heavily reliant on the designer's experience and knowledge. To solve the problem of fuzziness and uncertainty of customer requirements in product configuration, an analysis method based on the grey rough model is presented. The customer requirements can be converted into technical characteristics effectively. In addition, an optimization decision model for product planning is established to help the enterprises select the key technical characteristics under the constraints of cost and time to serve the customer to maximal satisfaction. A new case retrieval approach that combines the self-organizing map and fuzzy similarity priority ratio method is proposed in case-based design. The self-organizing map can reduce the retrieval range and increase the retrieval efficiency, and the fuzzy similarity priority ratio method can evaluate the similarity of cases comprehensively. To ensure that the final case has the best overall performance, an evaluation method of similar cases based on grey correlation analysis is proposed to evaluate similar cases to select the most suitable case. Furthermore, a computer-aided system is developed using MATLAB GUI to assist the product configuration design. The actual example and result on an ETC series machine tool product show that the proposed method is effective, rapid and accurate in the process of product configuration. The proposed methodology provides a detailed instruction for the product configuration design oriented to customer requirements.
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Customs, culture, and tradition--what role do they play in a woman's sexuality?
Fourcroy, Jean L
2006-11-01
Sexual health is an assumed right for every individual, but we know little regarding customs, culture, or tradition and the role they play on the sexual experiences for a woman. A woman's sexuality must be considered in the context of the environment in which she and her partner live. Culture, social customs of the community, and religion often determine the acceptance and achievement of sexual health for both men and women. This is a review of the available literature on the impact of culture on a woman's sexual satisfaction, with emphasis placed on information from cultures practicing female genital circumcision (FGC). FGC provides a spectrum of surgical excisions and outcomes. The spectrum of FGC surgical excisions can alter well-being, obstetrical outcomes, and sexual responses. The psychologic aspects of a painful procedure in a young child may also impact her future sexual responsiveness. There is a paucity of information on which to base conclusions and the effect of culture on a woman's sexual satisfaction. Preliminary data suggest the need for further research using markers specific to the culture and her satisfaction.
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Integrating MRP (materiel requirements planning) into modern business.
Lunn, T
1994-05-01
Time is the commodity of the '90s. Therefore, we all must learn how to use our manufacturing systems to shorten lead time and increase customer satisfaction. The objective of this article is to discuss practical ways people integrate the techniques of materiel requirements planning (MRP) systems with just-in-time (JIT) execution systems to increase customer satisfaction. Included are examples of new ways people use MRP systems to exemplify the process of continuous improvement--multiple items on work orders, consolidated routings, flexing capacity, and other new developments. Ways that successful companies use MRP II for planning and JIT for execution are discussed. There are many examples of how to apply theory to real life situations and a discussion of techniques that work to keep companies in the mode of continuous improvement. Also included is a look at hands-on, practical methods people use to achieve lead time reduction and simplify bills of material. Total quality management concepts can be applied to the MRP process itself. This in turn helps people improve schedule adherence, which leads to customer satisfaction.
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Where Is the Xerox Corporation of the LIS Sector?
ERIC Educational Resources Information Center
Gilchrist, Alan; Brockman, John
1996-01-01
Discusses barriers to the implementation of quality management in the library and information science sector in Europe. Topics include Total Quality Management and other business experiences, an information quality infrastructure, supplier/customer relations, customer satisfaction, and a European Quality Model. (LRW)
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12 CFR 220.6 - Good faith account.
Code of Federal Regulations, 2010 CFR
2010-01-01
... may effect or finance customer transactions in accordance with the following provisions: (a... (the Supplement). (3) Satisfaction of margin. Required margin may be satisfied by a transfer from the.... (b) Arbitrage. A creditor may effect and finance for any customer bona fide arbitrage transactions...
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ERIC Educational Resources Information Center
Black, Jim
1995-01-01
This article proposes that college admissions officers interested in improving service should focus on creating customer delight rather than simply satisfaction, studying the system when things go wrong rather than placing blame, establishing employee well-being as the highest priority of the organization, providing necessary tools and training…
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26 CFR 801.3 - Measuring employee performance.
Code of Federal Regulations, 2010 CFR
2010-04-01
..., will be composed of elements that support the organizational measures of Customer Satisfaction, Employee Satisfaction, and Business Results; however, such organizational measures will not directly...), employee has the meaning as defined in 5 U.S.C. 2105(a). (ii) For purposes of the limitation contained in...
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40 CFR 86.1313-2007 - Fuel specifications.
Code of Federal Regulations, 2010 CFR
2010-07-01
... Administrator's satisfaction that this fuel will be the predominant in-use fuel. Such evidence could include such things as copies of signed contracts from customers indicating the intent to purchase and use... submitted evidence to the Administrator demonstrating to the Administrator's satisfaction that this fuel...
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DOT National Transportation Integrated Search
2008-01-01
A mailed survey was sent to approximately twenty thousand citizens from District Four (Kansas City Area) residents in order to gather statistical evidence for : supporting or eliminating reasons for the satisfaction discrepancy between Kansas City Ar...
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Design Process Improvement for Electric CAR Harness
NASA Astrophysics Data System (ADS)
Sawatdee, Thiwarat; Chutima, Parames
2017-06-01
In an automobile parts design company, the customer satisfaction is one of the most important factors for product design. Therefore, the company employs all means to focus its product design process based on the various requirements of customers resulting in high number of design changes. The objective of this research is to improve the design process of the electric car harness that effects the production scheduling by using Fault Tree Analysis (FTA) and Failure Mode and Effect Analysis (FMEA) as the main tools. FTA is employed for root cause analysis and FMEA is used to ranking a High Risk Priority Number (RPN) which is shows the priority of factors in the electric car harness that have high impact to the design of the electric car harness. After the implementation, the improvements are realized significantly since the number of design change is reduced from 0.26% to 0.08%.
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2014-01-01
Background In 2009, the Lebanese Ministry of Public Health (MOPH) launched the Primary Healthcare (PHC) accreditation program to improve quality across the continuum of care. The MOPH, with the support of Accreditation Canada, conducted the accreditation survey in 25 PHC centers in 2012. This paper aims to gain a better understanding of the impact of accreditation on quality of care as perceived by PHC staff members and directors; how accreditation affected staff and patient satisfaction; key enablers, challenges and strategies to improve implementation of accreditation in PHC. Methods The study was conducted in 25 PHC centers using a cross-sectional mixed methods approach; all staff members were surveyed using a self-administered questionnaire whereas semi-structured interviews were conducted with directors. Results The scales measuring Management and Leadership had the highest mean score followed by Accreditation Impact, Human Resource Utilization, and Customer Satisfaction. Regression analysis showed that Strategic Quality Planning, Customer Satisfaction and Staff Involvement were associated with a perception of higher Quality Results. Directors emphasized the benefits of accreditation with regards to documentation, reinforcement of quality standards, strengthened relationships between PHC centers and multiple stakeholders and improved staff and patient satisfaction. Challenges encountered included limited financial resources, poor infrastructure, and staff shortages. Conclusions To better respond to population health needs, accreditation is an important first step towards improving the quality of PHC delivery arrangement system. While there is a need to expand the implementation of accreditation to cover all PHC centers in Lebanon, considerations should be given to strengthening their financial arrangements as well. PMID:24568632
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The Qualitative Measurement towards Emotional Feeling of Design for Product Development
NASA Astrophysics Data System (ADS)
Syaifoelida, Fevi; Megat Hamdan, M. A. M.; Murrad, M.; Aminuddin, Hazim
2018-04-01
To compete in today’s ever-growing technology market, a product needs to be well presentable to the customers. It is a challenge to design a product that is able to attract customer’s attention and to build their loyalty towards the product. A product needs to be designed with focus to give the maximum level of satisfaction to the end user which is the customer. That is the focus of this paper, to achieve customer’s satisfaction, by studying feelings and emotional value related to product designs using Kansei Engineering (KE) and to test how important that product element (level of satisfaction) by using Kano Method (KM). KE is a method of translating human emotions and feelings into product development. The method studies the human interaction and responses when a customer sees a product, then translates it into a new improved design. However, KE cannot stand on its own. It did not specify in which extends the feeling or emotions is important in a product. After we had the design appearance parameters from KE and existing design evaluation, it need to be classified which is more important than the other is. That is why Kano Method (KM) will also be used. Since this scope of study towards an emotional feeling of design (existing part/appearance) in Kano categories not in deep function of technical requirement, so KM will help to classify parts of product into categories, which part will give fully satisfaction while using it. It studies the more important attributes considered by the customers for improvement. The objective is to find out the design priority guide that can be used to maximize customer’s satisfaction. Therefore, in order to apply the qualitative measurement idea into the real situation, the headphone product is chosen (popular among students) as the product (the appearance of part, feeling when use it) domain for this study. As the results progressed, it was found out that the headband part of headphone is the most important part of the product. It needs to be durable and comfortably designed to give full satisfaction while using (Kano-functional). The research and development (R&D), and designing process of a product can be improved greatly to increase the customer’s satisfaction by capturing their emotional feeling in physiological design.
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[New trends of customizing intraocular lens choice].
He, Shou-zhi
2006-05-01
Definition and basic principle of customizing intraocular lens choice are described. The importance of the choicing intraocular lens for individual patient is illustrated. The review emphasizes that it is surgeon's responsibility to choice the appropriate intraocular lens for the best postoperative outcome and patient's satisfaction.
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Raytheon-New Challenges, New Solutions, and Documented Results
2004-01-01
pour out of the company, identifying ways to make customers successful using R6σ™ has become the standard for Raytheon to manage its business ... Leadership enthusiastically celebrated past project work that delivered greatly reduced operating costs and debt; increased customer satisfaction; and
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Modeling and simulation of queuing system for customer service improvement: A case study
NASA Astrophysics Data System (ADS)
Xian, Tan Chai; Hong, Chai Weng; Hawari, Nurul Nazihah
2016-10-01
This study aims to develop a queuing model at UniMall by using discrete event simulation approach in analyzing the service performance that affects customer satisfaction. The performance measures that considered in this model are such as the average time in system, the total number of student served, the number of student in waiting queue, the waiting time in queue as well as the maximum length of buffer. ARENA simulation software is used to develop a simulation model and the output is analyzed. Based on the analysis of output, it is recommended that management of UniMall consider introducing shifts and adding another payment counter in the morning.
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Service quality, trust, and patient satisfaction in interpersonal-based medical service encounters
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 affects patient satisfaction, which represents a direct effect; and (B) service quality and patient trust are used as intervening variables to affect patient satisfaction, which represents an indirect effect. Due to differences in the scale, resources and costs among medical institutions of different levels, it is a most urgent and concerning issue of how to control customers’ demands and preferences and adopt correct marketing concepts under the circumstances of intense competition in order to satisfy the public and build up a competitive edge for medical institutions. PMID:23320786
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Pain management in the emergency department and its relationship to patient satisfaction.
Downey, La Vonne A; Zun, Leslie S
2010-10-01
Pain is the most common reason due to which patients come to the emergency department (ED). The purpose of this study was to measure the correlation, if any, between pain reduction and the level of satisfaction in patients who presented to the ED with pain as their chief complaint. This study used a randomly selected group of patients who presented to the ED with pain of 4 or more on the Visual Analogue Pain Scale (VAS) as their chief complaint to a level one adult and pediatric trauma center. Instruments that were used in this study were the VAS, Brief Pain Inventory (BPI), and the Medical Interview Satisfaction Scale (MISS). They were administered to patients by research fellows in the treatment rooms. Statistical analysis included frequencies, descriptive, and linear regression. This study was approved by the Internal Review Board. A total of 159 patients were enrolled in the study. All patients were given some type of treatment for their pain upon arrival to the ED. A logistic regression showed a significant relationship to reduction in pain by 40% or more and customer service questions. A reduction in perceived pain levels does directly relate to several indicators of customer service. Patients who experienced pain relief during their stay in the ED had significant increases in distress relief, rapport with their doctor, and intent to comply with given instructions.
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NASA Astrophysics Data System (ADS)
Jonny, Zagloed, Teuku Yuri M.
2017-11-01
This paper aims to present an integrated health care model for Indonesian health care industry. Based on previous researches, there are two health care models in the industry such as decease- and patient-centered care models. In their developments, the patient-centered care model is widely applied due to its capability in reducing cost and improving quality simultaneously. However, there is still no comprehensive model resulting in cost reduction, quality improvement, patient satisfaction and hospital profitability simultaneously. Therefore, this research is intended to develop that model. In doing so, first, a conceptual model using Kano's Model, Quality Function Deployment (QFD) and Balanced Scorecard (BSC) is developed to generate several important elements of the model as required by stakeholders. Then, a case study of an Indonesian hospital is presented to evaluate the validity of the model using correlation analysis. As a result, it can be concluded that the model is validated implying several managerial insights among its elements such as l) leadership (r=0.85) and context of the organization (r=0.77) improve operations; 2) planning (r=0.96), support process (r=0.87) and continual improvement (r=0.95) also improve operations; 3) operations improve customer satisfaction (r=0.89) and financial performance (r=0.93) and 4) customer satisfaction improves the financial performance (0.98).
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Customer Dissatisfaction Index and its Improvement Costs
NASA Astrophysics Data System (ADS)
Lvovs, Aleksandrs; Mutule, Anna
2010-01-01
The paper gives description of customer dissatisfaction index (CDI) that can be used as reliability level characterizing factor. The factor is directly joined with customer satisfaction of power supply and can be used for control of reliability level of power supply for residential customers. CDI relations with other reliability indices are shown. Paper also gives a brief overview of legislation of Latvia in power industry that is the base for CDI introduction. Calculations of CDI improvement costs are performed in the paper too.
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1999 Customer Satisfaction Survey Report: How Do We Measure Up?
ERIC Educational Resources Information Center
Salvucci, Sameena; Parker, Albert C. E.; Cash, R. William; Thurgood, Lori
2001-01-01
Summarizes results of a 1999 survey regarding the satisfaction of various groups with publications, databases, and services of the National Center for Education Statistics. Groups studied were federal, state, and local policymakers; academic researchers; and journalists. Compared 1999 results with 1997 results. (Author/SLD)
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Van de Weg, F B; Van der Windt, D A W M
2005-12-01
The objectives were to investigate the effect of three different interface types on consumer satisfaction and perceived problems among trans-tibial amputees in the Netherlands. A postal questionnaire (based on the Prosthesis Evaluation Questionnaire) was sent to 353 patients. Responders were classified in three groups of interface types: polyethylene foam (PEF) inserts, silicone liners (SIL), and polyurethane liners (PUL). Differences concerning satisfaction and problems between interface types were computed and adjusted for potential confounding by age, gender, reason for amputation and time since first prosthesis. A total of 220 patients responded (62%). Patients wearing liners reported a significantly poorer durability and higher maintenance time compared with patients using PEF inserts. Sum-scores for satisfaction or problems did not show any significant differences between groups. Analysis of individual items showed a significant difference only for satisfaction with sitting and with walking on uneven terrain in favour of PEF inserts. In contrast to most studies, interface type was included as a possible determinant of customer use, satisfaction, and perceived problems. The perceived differences between the three suspension types are to a large extent small and non-significant. The findings do not support liner prescription as a matter of course for all trans-tibial amputees. A careful analysis of patients' preferences should be made to determine the best course of action. Further studies, preferably prospective, need to be conducted to determine which systems are most comfortable and offer least complaints.
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Neonatal intensive care: satisfaction measured from a parent's perspective.
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.
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Gutiérrez-Broncano, Santiago; Jiménez-Estévez, Pedro; del Carmen Zabala-Baños, María
2017-01-01
Determining the relevant aspects of family businesses (FBs) that make them increasingly competitive is the main objective of researchers in this field. Despite this, there is little empirical literature on the behavior of the internal customer (IC) in FBs or how businesses increase their satisfaction. Basing our work on psychological theories and with both quantitative and qualitative information from 31 semi-structured interviews, this work establishes certain characteristics of the ICs of the FB and proposes a series of guidelines for increasing their satisfaction, thereby facilitating the continuity of this type of business. FBs that are able to understand that the motivation of their ICs is more important than other qualities, and that this requires a more comprehensive management will be able to get sustainable competitive advantages in the future. PMID:28790958
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Gutiérrez-Broncano, Santiago; Jiménez-Estévez, Pedro; Del Carmen Zabala-Baños, María
2017-01-01
Determining the relevant aspects of family businesses (FBs) that make them increasingly competitive is the main objective of researchers in this field. Despite this, there is little empirical literature on the behavior of the internal customer (IC) in FBs or how businesses increase their satisfaction. Basing our work on psychological theories and with both quantitative and qualitative information from 31 semi-structured interviews, this work establishes certain characteristics of the ICs of the FB and proposes a series of guidelines for increasing their satisfaction, thereby facilitating the continuity of this type of business. FBs that are able to understand that the motivation of their ICs is more important than other qualities, and that this requires a more comprehensive management will be able to get sustainable competitive advantages in the future.
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Incorporating Servqual-QFD with Taguchi Design for optimizing service quality design
NASA Astrophysics Data System (ADS)
Arbi Hadiyat, M.
2018-03-01
Deploying good service design in service companies has been updated issue in improving customer satisfaction, especially based on the level of service quality measured by Parasuraman’s SERVQUAL. Many researchers have been proposing methods in designing the service, and some of them are based on engineering viewpoint, especially by implementing the QFD method or even using robust Taguchi method. The QFD method would found the qualitative solution by generating the “how’s”, while Taguchi method gives more quantitative calculation in optimizing best solution. However, incorporating both QFD and Taguchi has been done in this paper and yields better design process. The purposes of this research is to evaluate the incorporated methods by implemented it to a case study, then analyze the result and see the robustness of those methods to customer perception of service quality. Started by measuring service attributes using SERVQUAL and find the improvement with QFD, the deployment of QFD solution then generated by defining Taguchi factors levels and calculating the Signal-to-noise ratio in its orthogonal array, and optimized Taguchi response then found. A case study was given for designing service in local bank. Afterward, the service design obtained from previous analysis was then evaluated and shows that it was still meet the customer satisfaction. Incorporating QFD and Taguchi has performed well and can be adopted and developed for another research for evaluating the robustness of result.
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Medical records department and balanced scorecard approach
Ajami, Sima; Ebadsichani, Afsaneh; Tofighi, Shahram; Tavakoli, Nahid
2013-01-01
Context: The Medical Records Department (MRD) is an important source for evaluating and planning of healthcare services; therefore, hospital managers should improve their performance not only in the short-term but also in the long-term plans. The Balanced Scorecard (BSC) is a tool in the management system that enables organizations to correct operational functions and provides feedback around both the internal processes and the external outcomes, in order to improve strategic performance and outcomes continuously. Aims: The main goal of this study was to assess the MRD performance with BSC approach in a hospital. Materials and Methods: This research was an analytical cross-sectional study in which data was collected by questionnaires, forms and observation. The population was the staff of the MRD in a hospital in Najafabad, Isfahan, Iran. Statistical Analysis Used: To analyze data, first, objectives of the MRD, according to the mission and perspectives of the hospital, were redefined and, second, indicators were measured. Subsequently, findings from the performance were compared with the expected score. In order to achieve the final target, the programs, activities, and plans were reformed. Results: The MRD was successful in absorbing customer satisfaction. From a customer perspective, score in customer satisfaction of admission and statistics sections were 82% and 83%, respectively. Conclusions: The comprehensive nature of the strategy map makes the MRD especially useful as a consensus building and communication tool in the hospital. PMID:24083257
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ERIC Educational Resources Information Center
McManimon, Debra J.
2012-01-01
To enhance their competitive advantage in the marketplace, many business leaders develop market orientation strategies designed to increase customer engagement. These market orientation strategies include improvement in service delivery, relationship management, customer satisfaction, and quality control methods. There is a lack of understanding…
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Adapting customer service to consumer-directed health care.
Hammer, David C
2006-09-01
A growing number of hospitals are implementing new tools that provide convenient, more detailed patient access to billing information. These tools are paying off for hospitals through reduced calls to their billing offices, decreased mailing costs, and increased payments, as well as higher rates of customer satisfaction.
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26 CFR 1.166-10 - Reserve for guaranteed debt obligations.
Code of Federal Regulations, 2010 CFR
2010-04-01
... property in satisfaction of the debt obligations. (3) Real or tangible personal property. Real or tangible... tangible personal property, between the dealer in that property and the customer with respect to that... in property and the customer with respect to the property. Delivery, financing installation...
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DOT National Transportation Integrated Search
2000-01-28
This report presents the results of an evaluation of public use of the Washington State Department of Transportation's (WSDOT) traffic conditions web site. This research was sponsored by the US Department of Transportation to assess customer satisfac...
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Federal Register 2010, 2011, 2012, 2013, 2014
2013-04-12
... Aviation Administration to measure management objectives and analyze customer feedback for ISO-9001. DATES... Aviation System Standards Distribution Dissemination Quality Plan states that the organization shall... Quality Management System in relation to customer satisfaction. The Glenn Dale Distribution Center...
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76 FR 17142 - Agency Information Collection Activities: Submission for OMB Review; Comment Request
Federal Register 2010, 2011, 2012, 2013, 2014
2011-03-28
.... Project: Disaster Technical Assistance Center Disaster Mental Health Needs Assessment and Customer... efforts: the Disaster Behavioral Health Needs Assessment (DBHNA) and the Customer Satisfaction Survey. The... also been included. Disaster Behavior Health Needs Assessment. The DBHNA will assist SAMHSA DTAC in...
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Automatically Grading Customer Confidence in a Formal Specification.
ERIC Educational Resources Information Center
Shukur, Zarina; Burke, Edmund; Foxley, Eric
1999-01-01
Describes an automatic grading system for a formal methods computer science course that is able to evaluate a formal specification written in the Z language. Quality is measured by considering first, specification correctness (syntax, semantics, and satisfaction of customer requirements), and second, specification maintainability (comparison of…
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The impact of a lean rounding process in a pediatric intensive care unit.
Vats, Atul; Goin, Kristin H; Villarreal, Monica C; Yilmaz, Tuba; Fortenberry, James D; Keskinocak, Pinar
2012-02-01
Poor workflow associated with physician rounding can produce inefficiencies that decrease time for essential activities, delay clinical decisions, and reduce staff and patient satisfaction. Workflow and provider resources were not optimized when a pediatric intensive care unit increased by 22,000 square feet (to 33,000) and by nine beds (to 30). Lean methods (focusing on essential processes) and scenario analysis were used to develop and implement a patient-centric standardized rounding process, which we hypothesize would lead to improved rounding efficiency, decrease required physician resources, improve satisfaction, and enhance throughput. Human factors techniques and statistical tools were used to collect and analyze observational data for 11 rounding events before and 12 rounding events after process redesign. Actions included: 1) recording rounding events, times, and patient interactions and classifying them as essential, nonessential, or nonvalue added; 2) comparing rounding duration and time per patient to determine the impact on efficiency; 3) analyzing discharge orders for timeliness; 4) conducting staff surveys to assess improvements in communication and care coordination; and 5) analyzing customer satisfaction data to evaluate impact on patient experience. Thirty-bed pediatric intensive care unit in a children's hospital with academic affiliation. Eight attending pediatric intensivists and their physician rounding teams. Eight attending physician-led teams were observed for 11 rounding events before and 12 rounding events after implementation of a standardized lean rounding process focusing on essential processes. Total rounding time decreased significantly (157 ± 35 mins before vs. 121 ± 20 mins after), through a reduction in time spent on nonessential (53 ± 30 vs. 9 ± 6 mins) activities. The previous process required three attending physicians for an average of 157 mins (7.55 attending physician man-hours), while the new process required two attending physicians for an average of 121 mins (4.03 attending physician man-hours). Cumulative distribution of completed patient rounds by hour of day showed an improvement from 40% to 80% of patients rounded by 9:30 AM. Discharge data showed pediatric intensive care unit patients were discharged an average of 58.05 mins sooner (p < .05). Staff surveys showed a significant increase in satisfaction with the new process (including increased efficiency, improved physician identification, and clearer understanding of process). Customer satisfaction scores showed improvement after implementing the new process. Implementation of a lean-focused, patient-centric rounding structure stressing essential processes was associated with increased timeliness and efficiency of rounds, improved staff and customer satisfaction, improved throughput, and reduced attending physician man-hours.
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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…
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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…
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12 CFR 5.50 - Change in bank control; reporting of stock loans.
Code of Federal Regulations, 2010 CFR
2010-01-01
... of the acquisition of voting shares of a national bank in satisfaction of a debt previously... can demonstrate to the satisfaction of the OCC that the voting securities are not the anticipated... stability or management resources, the interests of the bank's customers, the Federal deposit insurance fund...
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MedlinePlus en español marks its 10th anniversary
... frequently among the top 5 on the American Customer Satisfaction Index (ACSI) E‑Government Satisfaction Index. The site has come a long way since it started. As the U.S. Hispanic population has grown, so too has MedlinePlus en ... email updates Subscribe to RSS Follow ...
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[2011 after-service customer satisfaction survey of monitoring devices in Shanghai area].
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.
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Meeting Academic Needs for Information: A Customer Service Approach
ERIC Educational Resources Information Center
Saunders, E. Stewart
2008-01-01
Should academic libraries seek to improve general satisfaction with their services, or are some services more important than others? This article asserts that faculty and students mainly want information resources. The research analyzes LibQUAL+[TM] data to determine which other library resources contribute to information satisfaction among users.…