‎‎ The impact of the quality of banking services on achieving customer satisfaction by building a positive mental image، A field study on banks operating in Sana’a- Yemen: أثر جودة الخدمات المصرفية في تحقيق رضا العميل من خلال بناء صورة ذهنية إيجابية – دراسة ميدانية في البنوك العاملة في صنعاء – اليمن –

The study aimed to identify the role of social networks in the process of improving the mental image in service institutions، and to identify the methods of social marketing followed by the Department of Public Relations via social networks، and the degree of dependence on these networks and the extent of the impact of this dependence on the institution mental image. The researcher used the survey methodology to achieve the goal of the study، and she chose Uber and Careem Companies for transport services as a model for the study. The study’s sample consisted of (400) random Uber and Careem customers that represented Makkah and Madinah residents، and (30) non-random single samples of public relations practitioners in Uber and Careem. The period of time it took to apply the study’s tool extended between 01/10/2019 to 31/12/2019. The study reached to the following results: the existence of an effective relationship between the Department of Public Relations usage of social networks and the quality of its provided services، and the mental image، as both companies’ customers and public relations practitioners agreed upon. This means that the mental image is affected negatively or positively according to the services provided by Uber and Careem via social networks and the quality of such services. The results also showed that the mental image of Uber and Careem that the costumers form during the application period of the study was a positive mental image. It also proved that the provided services are affected by the customers’ formed mental image. In addition، the results proved the multiplicity of strategies and methods that the Public Relations Department relies upon to improve its mental image through social networks. A number of recommendations were presented based on the study’s results، one of these important recommendations is that the Department of Public Relations at Uber and Careem must take the social networks into consideration as the results demonstrated the ability of these networks to influence the mental image. They also have to raise the level of communication with the customers to ensure the preservation of their positive mental image. The study also recommended the importance of conducting more studies at the same subject due to the rapid development of modern means of communication.

Client satisfaction is a key factor for delivering successful construction projects. Clients are satisfied when their objectives are achieved and best value for money is provided. The after practical completion stage represents the phase of examining building design and identifying construction defects. Although many consider it as one of the most unattractive aspects of the construction industry, maintenance is an essential activity for keeping the constructed facility in a condition that facilitates carrying out its intended function. Incorporating expert knowledge and lessons learned from maintenance management in the design and construction process contributes towards improving building performance and enhancing the quality of service provided. This paper aims to generate sustainable values and achieve client satisfaction in construction projects through maintenance management. A research methodology, consisting of a literature review and a field study, was designed to achieve certain objectives. First, a literature review investigated the concepts of value, sustainability and client satisfaction in construction projects as well as maintenance management and methodology. Second, a field study carried out in Musaffah commercial city, Abu Dhabi, the United Arab Emirates (UAE), to improve the sustainability of low-income housing projects is presented. Finally, research findings and recommendations for government authorities, design firms and construction professionals are outlined.

Aims: This study aims to examine the influence of service quality on client satisfaction in government offices through a comprehensive literature review. Study Design: This research utilizes a systematic literature review design, examining peer-reviewed articles that focus on service quality and client satisfaction in the public sector. Place and Duration of Study: This study was conducted in Bacolod City from April to May 2025. Methodology: This study employed a systematic literature review approach to examine the influence of service quality on client satisfaction in government offices. Existing research was carefully reviewed and analyzed to better understand how public services are evaluated from the client’s point of view. Results: The review revealed a strong positive relationship between service quality and client satisfaction in government offices. Each SERVQUAL dimension—assurance, empathy, reliability, responsiveness, and tangibility—was found to significantly influence how clients perceive and evaluate public services. Assurance and empathy were particularly emphasized as critical factors for building trust and emotional connection with clients. Reliability and responsiveness were linked to service efficiency and consistency, while tangibility shaped the overall client impression through the physical service environment. Furthermore, client expectations and perceptions emerged as key indicators of satisfaction, highlighting the importance of aligning service delivery with client anticipations to enhance satisfaction levels. Conclusion: Service quality remains a decisive factor in achieving client satisfaction in the public sector. The SERVQUAL model provides a valuable framework for understanding and improving public service delivery. When government offices invest in service quality—through competent staff, timely responses, consistent processes, and improved facilities—they strengthen public trust, enhance satisfaction, and contribute to more citizen-centered governance. This literature review underscores the need for continuous service improvement efforts that are informed by client expectations and perceptions to ensure effective, responsive, and reliable government services.

The pressure on equine veterinarians to provide services that meet with a client's demands, that is, realizing client satisfaction, is considerable. The aim of this paper is to analyze existing literature, with a view to distill the most relevant components for client satisfaction in equine veterinary practice. A structured literature search was conducted. Included papers were systematically organised and analysed using an inductive approach. Seven components relevant to client satisfaction in equine veterinary practice were identified: quality of care, quality of service, horsemanship of the veterinarian, costs of service, interpersonal skills, professional attitude and transfer of knowledge. The limited amount and variable quality of available records regarding client satisfaction in equine veterinary practice are the main limitations of this study. The seven categories identified are likely to play a fundamental role in achieving client satisfaction in equine veterinary practice. Additional research is required to validate these categories and relate them to different types of clients as well as map their needs and expectations, so that they can be used to assist equine veterinary professionals in tailoring customer experience to the individual client.

ABSTRACTBackground: Mental imagery may reflect the present, past or future. Childbirth is often anticipated with joy but also in some cases with fear, which may negatively impact on the childbirth experience. So far, research on birth-related mental imagery in pregnancy is lacking. This study aimed to investigate in detail the phenomenology of spontaneous childbirth-related mental images and the association between main imagery characteristics (valence, positive/negative percentage ratio and impact on behaviour and decision-making) and fear of childbirth.Methods: A concurrent triangulation mixed methods design was employed. Thirty-seven nulliparous, French-speaking women, aged ≥ 18 years in their third trimester of pregnancy completed self-report questionnaires assessing fear of childbirth, spontaneous use of mental imagery, prenatal depression and trait anxiety, and participated in a mental imagery interview to assess spontaneous childbirth-related mental images. Women with a prenatal diagnosis of malformation were excluded.Results: All participants reported having spontaneous mental images of their impending childbirth. The images captured were rich in detail and included a variety of sensory modalities. More positive mental images were associated with less fear of childbirth (r = –0.533, p = .008) and women who had a higher proportion of negative mental images had a higher fear of childbirth (r = 0.428, p = .005). The impact of the most negative mental images on behaviour and decision-making was positively correlated with fear of childbirth (r = 0.342, p = .038).Conclusion: Our results indicate that negative spontaneous childbirth-related imagery is associated with fear of childbirth. Intervention techniques could be developed that focus on enhancing positive childbirth-related mental images during pregnancy and thus fostering a more positive childbirth experience.

Client satisfaction, as a very important total quality management philosophy, lately has been incorporated in the 2000 edition of the ISO 9000 quality management system. Senior construction professionals in Hong Kong were interviewed in a two-stage survey to identify a comprehensive list of factors (and their indicators) for measuring client satisfaction in the context of engineering consulting services. From the survey data, the clients’ level of satisfaction with those factors and the indicators were prioritized. The resulting list of priorities showed the collective opinion of 47 senior and experienced professionals working in the field on what services provided by consulting firms were the most or least satisfactory in Hong Kong. The data obtained from the 47 professionals were further employed to establish a client satisfaction function using multiple linear regression for deriving strategies for consultants to achieve client satisfaction. The approach of this research is useful to engineering consul...

Little is known about mental images (cognitive representations with sensory qualities) in body integrity identity disorder (BIID). This study aimed to determine whether individuals with BIID experience mental images and, if so, whether they differ to those experienced by individuals with body dysmorphic disorder (BDD) and healthy controls. A semi-structured interview on mental images and their qualities was delivered to a sample of 22 individuals with BIID and 19 with BDD, and 22 healthy controls. Both the BIID (n = 15, 68.2%) and BDD (n = 14, 73.7%) groups reported significantly more mental images than healthy controls (n = 3, 13.6%), but no differences between the two clinical groups were found. While mental images in BDD were focused on ‘flawed’ body parts, images in BIID involved the desired handicap. Mental images in BIID were experienced as less distressing and more sexually arousing compared to BDD. No further differences were found between the groups (e.g., regarding sensory multimodality, dominance of a specific body part). Although the two groups reported a similar frequency of mental images, images appear to serve different functions across conditions. Clinically, it may be necessary to target the positive mental images in BIID to improve treatment outcome.

BackgroundMental imagery may influence the onset and maintenance of depression, but specific mechanisms have not yet been determined.MethodsNine hundred twelve participants completed questionnaires on positive and negative mental images, as well as images of injury and death that lead to positive emotions (“ID-images”), and depressive symptomatology. The assessment was carried out online to reduce effects of social desirability.ResultsPositive images were reported by 87 % of the sample, negative images by 77 %. ID-images were present in one-third of the sample. A connection with depression severity was found for the absence of positive mental images and the presence of negative images as well as ID-images. Higher depression scores were associated with more frequent and vivid negative images, greater imagery distress, and a higher proportion of negative relative to positive images.ConclusionsMental images are clearly related to depression. Future research should focus on ID-images and their connection to suicide-risk in depressed patients.

Background: The scale-up of HIV care and treatment services in sub-Saharan Africa has been accompanied by calls to address the broader health care needs of people living with HIV (PLWH), including their sexual and reproductive health (SRH) needs. The integration of HIV and SRH services has been proposed as an important means to achieve this. This thesis presents a comparative case study investigating health care structure, process and outcomes across four different models of HIV services in Swaziland: two integrated SRH-HIV clinics, one semi-specialist HIV outpatient unit at a hospital, and one stand-alone HIV clinic. Methods: Mixed methods were used including in-depth interviews with providers and clients, and an exit survey (N=611) with HIV clients. Qualitative data were analysed thematically. Quantitative data were compared across clinic models using chi-squared tests and analysis of variance. Selected outcomes were analysed with logistic regression modelling. Qualitative and quantitative data were triangulated and integrated in the presentation of results. Findings: A critical need for SRH services was identified across all four sites. Most clients relied on condoms alone for contraceptive protection, reflecting a service focus on reinfection rather than pregnancy risk. In multivariable analyses, integrated sites did perform better than the most stand-alone site in promoting access to family planning and pregnancy counselling, but were no better or worse in providing condoms, addressing unmet needs for family planning, achieving client satisfaction and reducing stigma. Provider capacity to move beyond HIV care was limited, even at integrated sites, by a range of contextual factors, including individual provider, interpersonal, infrastructural or systems, and institutional factors. In particular, heavy client loads and perceived needs for fast care inhibited exploration of clients’ holistic needs. Discussion & conclusions: While integrated services offer opportunities to promote service uptake, this capacity can only be translated into health outcomes when a range of contextual contingencies are addressed. Promoting more client-centred continuity care may help facilitate this. Widespread assumptions that integrated services are better than stand-alone models have been challenged by this study: a well-run stand-alone site can achieve positive outcomes, including impacts on family planning needs and client satisfaction. PLWH should be able to choose a model of care that suits their particular situation and needs best.

Rework in construction projects has brought in two major challenges: cost overruns and delay. In this regards a study was conducted by considering various construction projects in the South West part of Nigeria to understand the causes of rework and the interventions to mitigate it. Survey research methodologies followed by the conceptual system dynamics (SD) modelling were used in the analysis. This study identified the sources of rework in construction projects from the design related, the client related and the contractor related issues and attempted to derive policy/strategic interventions to limit or eliminate rework on construction projects and its delivery by using conceptual SD models based on the influence of the variables on rework. The findings include that inappropriate scheduling for time pressure or delay at the planning stage, lack of adherence to the specifications, and non availability of skilled human resource are the major c auses of rework. However, rework in construction projects would be reduced or eliminated through policy interventions, such as, achieving client satisfaction with scheduling for time pressure or delay at the planning stage, adherence to specifications ensu ring quality of work resulting in client satisfaction, and the availability of skilled manpower ensuring quality management.

Transformation of the banking sector has led to today's banks providing a complete service - financial service both on the domestic and international level. The focus of their business is the client whose loyalty depends on the operations of the bank. The aim is to indicate that there is a direct link between the quality of the banking product and the service that affects the client's satisfaction and loyalty, which directly affects the bank's business and its competitive advantage in the financial market. The paper gives a theoretical and practical overview of the quality of service, satisfaction and loyalty of clients, and the performance of the bank, which depends on clients. In the theoretical part, the concept of a client, its significance and specifics related to its influence on the bank's business, through its satisfaction and loyalty to the bank, is defined. The empirical part deals with the analysis of customer satisfaction and loyalty towards banking products and services in Montenegro and how much the quality of banking services has an impact on the satisfaction and loyalty of the customer. The analysis of the factual situation will be carried out, the conclusions will be presented and recommendations made for improvement of the quality of the service, which will contribute to the greater satisfaction of the clients, and therefore the loyalty to the particular bank. All of this is directly related to the possibility of achieving the competitive advantage of banks within the banking sector where a particular bank operates.

Distressing visual mental images in depressed patients and healthy controls - Are they one and the same?

There was a need to study some efforts and marketing strategies to build a wide awareness of e-marketing in Islamic banks. E-marketing can be adopted as a marketing approach in promoting Islamic banking products and services. Based on this, this research aims to identify the electronic banking services provided by Islamic banks, to identify the extent of the spread of these services, and to know the obstacles to adopting electronic marketing in Islamic banks. To achieve the objectives of the current study, the research methodology will depend on the following: Theoretical aspect: In this study, the descriptive analytical method was used to study the obstacles to adopting e-marketing in Islamic banks, where it was relied on books, periodicals, literature, pamphlets, references, previous studies, and other published researches related to the topic studying. The results revealed that in order to increase literacy and inclusion and expand the market share of Islamic banking products and services, digital marketing plays a role in building public trust, supporting traditional marketing, developing digital campaigns, and mapping target markets. The research recommends that banks should continue to improve their electronic banking services and ensure that these services are free and easy to use to suit all customers' requirements, and that the banking service provider monitors developments in the world of technology, and that the full picture of electronic banking services is improved by banks.

Purpose – The study considered enhancing client satisfaction with banking services in Uganda. The significance, utilisation and challenges of Digitalised services. Besides, study considered banking services as a predictive variable for client satisfaction in Uganda. The study was guided by the following specific objectives: i) Provide empirical perspectives and Uganda’s context-specific evidence on the effectiveness of the digitalised banking services to customer satisfaction; ii) Analyse customer experiences with digitalised banking services to identify the extent of access, utilisation and satisfaction as well as the associated challenges. Design/methodology/approach – The study was a cross-sectional in nature applying a quantitative approach. This is in line with the objective of the study to analyze the significance of digitalized banking system to customer satisfaction and draw deeper insights into the experience of clients regarding access, utilization of the digitalized banking system as well as establish the associated challenges.Findings – Using data from 159 respondents from Centenary Development Bank, this study tested and confirmed the contribution of digitalized (online) banking services on customer satisfaction in the context of Uganda.

Spontaneous negative mental images have been extensively researched due to the crucial role they play in conditions such as post-traumatic stress disorder. However, people can also experience spontaneous positive mental images, and these are little understood. Positive images may play a role in promoting healthy positive mood and may be lacking in conditions such as depression. However, they may also occur in problematic states of elevated mood, such as in bipolar disorder. Can we apply an understanding of spontaneous imagery gained by the study of spontaneous negative images to spontaneous positive images? In an analogue of the trauma film studies, 69 volunteers viewed an explicitly positive (rather than traumatic) film. Participants were randomly allocated post-film either to perform a visuospatial task (the computer game ‘Tetris’) or to a no-task control condition. Viewing the film enhanced positive mood and immediately post-film increased goal setting on a questionnaire measure. The film was successful in generating involuntary memories of specific scenes over the following week. As predicted, compared with the control condition, participants in the visuospatial task condition reported significantly fewer involuntary memories from the film in a diary over the subsequent week. Furthermore, scores on a recognition memory test at 1 week indicated an impairment in voluntary recall of the film in the visuospatial task condition. Clinical implications regarding the modulation of positive imagery after a positive emotional experience are discussed. Generally, boosting positive imagery may be a useful strategy for the recovery of depressed mood. Copyright © 2012 John Wiley & Sons, Ltd.