Satisfaction Construct Research Articles

MEASURING HEALTHCARE SERVICE QUALITY FOR INPATIENT AT THE NATIONAL HEART INSTITUTE AT BACHMAI HOSPITAL IN VIETNAM

Objective: A survey was conducted for measuring healthcare service quality for inpatient at national public general hospital in Hanoi, Vietnam using the Tools of both in the SERVQUAL model and John E. Ware model. Methods: Cross-Sectional study. The study obtained feedbacks from inpatients over one month from January 2014 to February 2014; after inpatients finished their inpatient care at the hospital, they were asked 30 questions following the tool of both in functional and technical quality, using the five generic dimensions (the original 22 scores) of SERVQUAL instrument to combinate with the one dimensions (8 scores) of John E. Ware model, each question can score from 1-5. Results: In total, 325 patients were interviewed and completed the survey. Levels of inpatient satisfaction about service quality is influenced by the tool with 6 items (30 score), All dimension (6 dimension) have reliability coefficient > 0.05; and Cronbach alpha coefficient of the model’s 0.932: Including the first is Reliability (5 score), the second is Responsiveness (4 score), the third is Assurance (4 score), the fourth is Empathy (4 score), the fifth is Tangible (5 score), and the sixth is Technical quality (8 score) with highly Corrected Item-Total Correlation of four construct of patient satisfaction in healthcare service quality (from 0.646 to 0.837). Overall, the level of highly inpatient satisfaction about quality of healthcare in the hospital was explained almost 73.954% what could be achieved. Conclusions: Adjusted research model for the hospital has six contruct from levels of inpatient satisfaction about healthcare service quality is influenced by the tool with 6 factors (30 score). The tool provides feedback on the service quality for medical examination and treatment process of a public hospital experience from the adult inpatient’s perspective at the developing nation as Vietnam. Keywords: Measuring healthcare service quality, inpatient, SERVQUAL, John E. Ware model.

The Forest and the Trees: Investigating the Globality and Specificity of Employees’ Basic Need Satisfaction at Work

This research assessed the underlying psychometric multidimensionality and nomological validity of 523 employees’ responses to the Work-related Basic Need Satisfaction (W–BNS) scale using bifactor-exploratory structural equation modeling (bifactor-ESEM). Our results first showed the superiority of a bifactor-ESEM representation when compared to alternative representations of the data. Thus, employees’ ratings of psychological need satisfaction simultaneously reflected a global need satisfaction construct, which coexisted with specific autonomy, competence, and relatedness needs satisfaction. Importantly, our findings also supported the nomological validity of employees’ ratings of psychological need satisfaction in relation to measures of positive affect, negative affect, job satisfaction, perceived organizational support, organizational citizenship behaviors, work engagement, and burnout. In addition, our results also supported the presence of indirect (mediated) effects between perceived organizational support and some of the outcome variables as mediated by employees’ levels of need satisfaction.

Young People's Satisfaction With the Online Mental Health Service eheadspace: Development and Implementation of a Service Satisfaction Measure.

BackgroundOnline youth mental health services are an expanding approach to meeting service need and can be used as the first step in a stepped-care approach. However, limited evidence exists regarding satisfaction with online services, and there is no standardized service satisfaction measure.ObjectiveThis study implemented an online youth mental health service satisfaction questionnaire within eheadspace, an online youth mental health service. The aims were to test the questionnaire’s psychometric properties and identify current levels of satisfaction among service users, as well as to identify client and service contact characteristics that affect satisfaction.MethodsData were collected from 2280 eheadspace clients via an online questionnaire advertised and accessed through the eheadspace service platform between September 2016 and February 2018. Client and service contact characteristics, potential outcomes, and session and service feedback data were collected.ResultsThe service satisfaction questionnaire demonstrated high internal consistency for the overall satisfaction scale (alpha=.95) and its three subscales: session satisfaction, potential outcomes, and service satisfaction. A three-factor model was the best fit to the data, although including a higher order unidimensional construct of overall satisfaction was also a reasonable fit. Overall, young people were very satisfied with eheadspace (mean 3.60, SD 0.83). Service characteristics, but not client characteristics, were significantly associated with satisfaction. Young people were more satisfied with eheadspace when they had greater engagement as evident through receiving esupport rather than briefer service provision, having a longer session and greater interaction with the clinician, and not previously attending a face-to-face headspace center.ConclusionsThe online youth mental health service satisfaction questionnaire developed for and implemented in eheadspace showed good psychometric properties. The measure is brief, has good internal consistency, and has a clear factor structure. The measure could be adapted for use in other online youth mental health services. The young people using eheadspace and completing the feedback survey were highly satisfied. Greater engagement with the online service was shown to be associated with greater satisfaction. No specific client demographic groups were shown to be more or less satisfied.

Effect of a major network reform on bus transit satisfaction

Before enduring a substantial network reform in a system, it is of utmost importance to understand if, how, and why the users’ perception of the system will be affected. In the PT literature, we find evidence about what drives users’ satisfaction. Still, past studies have utilised data that has been mostly retrieved from user surveys during periods where the network and its services were quite stable, or during an economic downturn, in contrast to facing a structural network transformation. Barcelona public bus company (TMB) reformed into a transfer based-network, the NXB (Nova Xarxa de Bus) since 2012. This reform allows discerning which operative, travel, and sociodemographic characteristics affect the users’ satisfaction and their priorities, during a major network reform. We use a three-year customer satisfaction survey (n = 12,511), for our study. Employing a structural equation (SEM) approach, with both numeric and ordinal Probit models, we assess whether critical variables from the bus network reform affect users’ satisfaction significantly. Following a two step-approach, initially an SEM-MIMIC model for the whole population, then a Multi-Group Analysis (MGA), we appraise for different satisfaction models across subpopulations. We propose a reflective latent variable to measure the socioeconomic status (SES), which resulted in significant and negative estimates towards satisfaction, as expected, in all models. Our most important result confirms that users value reliability over other latent satisfaction constructs. Besides the satisfaction constructs, users give an additional relevance to the NXB lines, indicating that intrinsically the users perceive added-value from these lines. Most of the transfers between buses and other transport modes do not affect bus-users satisfaction. Our results imply that efficiently designed transfer-based networks may be a suitable solution from users’ perspective.

Drivers of Brand Engagement: The Role of Brand Communities

Today, all major brands are engaging their stakeholders through online and offline brand communities, fan clubs and social media groups, with the objective of attracting the right audience. Brand communities have gained importance as a branding tool for marketers because they offer values difficult to capture elsewhere. An engaged community transports results in numerous areas of the business. The principal objective of this article is to explore brand communities of radiologist and how these communities enhance brand engagement in medical equipment industry. The article has used a single cross-sectional descriptive design and is based on the data collected from 152 users of a large medical products company that comprised product managers from partner industries and radiologists across India. The results from this study confirm the proposed model of interactions between variables and revealed significant relationships between brand communities and brand engagement. The study highlights the significance of brand communities and their usage to enhance brand engagement, in high-value and high-risk product market. The instruments used for the study are validated for the constructs of brand trust, satisfaction, community and engagement.

Understanding foreign students’ continuance intention toward mobile telecommunication service: an integrative theoretical model

Mobile telecommunications service providers are facing greater pressure to increase continuance intention among their customers. At the same time, the number of foreign students studying Mandarin in Taiwan is increasing. However, there is no research on and discussion of factors affecting these students’ continuance intention in Taiwan’s mobile telecommunications industry. This study therefore uses the theory of planned behavior (TPB) and the expectancy disconfirmation model (EDM) to explain the factors affecting foreign students’ intention to continue using mobile telecommunications services. A web-based questionnaire survey is used to collect the primary data, and structural equation modeling (SEM) is used to test the proposed research model. The empirical results find that the three constructs of TPB (i.e. attitude, subjective norms, and perceived behavioral control) and the satisfaction construct of EDM have a significant and positive impact on foreign students’ continuance intention toward mobile telecommunications services. This study will enable Taiwan’s mobile telecommunications companies to adjust their marketing strategies to increase foreign students’ continuance intention. To cite this document: Chia-Lin Hsu, Yu-Hsiang Lin, Mei-Fang Chen, and Kamaporn Suraphatchara, UNDERSTANDING FOREIGN STUDENTS’ CONTINUANCE INTENTION TOWARD MOBILE TELECOMMUNICATION SERVICE: AN INTEGRATED THEORETICAL MODEL , International Journal of Electronic Commerce Studies, Vol.9, No.2, pp.93-118, 2018. Permanent link to this document: http://dx.doi.org/10.7903/ijecs.1601

Moderating role of gender amongst various constructs of CRM

PurposeThe purpose of this paper is to examine the interrelationships among the extracted constructs of customer satisfaction (CS), knowledge about customer relationship management (CRM) program, customer attitude and their effect on relationship share (RS). The study also attempts to find if moderating role of gender exists among these constructs.Design/methodology/approachA conceptual framework is developed based on previous studies. In order to address a lack of comprehensive evaluation of B2C relationships in Indian hotels, this study extracted the dimensions of CRM in hotels and used them in the structural model. The conceptual model is tested using structural equation modeling approach through maximum likelihood estimation technique. A sample of 305 domestic travelers was used to test the hypothesized relationships among the constructs.FindingsThe findings indicate that CS and willingness to engage (CWER) in the relationship are major predictors of RS. Besides, CS indirectly affects RS through customer’s attitude toward the hotel. The results of the study also show that customer willingness to engage in the relationship is dependent on attitude of customer toward firm which is further dependent on knowledge about CRM program. One more notable finding of the study states that gender plays a moderating role between CS and customer willingness to engage in the relationship.Practical implicationsIn addition to contributing toward academic knowledge, the findings of the present study will help the practitioners to better design CRM program and reap its maximum benefits.Originality/valueThe current study has considered new dimensions of CRM like customer’s knowledge of CRM and this is the first study to capture responses of Indian travelers in relation with various constructs. This is the first study to test the moderating effect of gender between various constructs.

The role of critical incidents and involvement in transit satisfaction and loyalty

We analyse the relationship between transit passengers' satisfaction and loyalty. Understanding passengers' behavioural intentions after experiencing a service is an essential task for transit managers. We use structural equation models (SEM) to explore the relationship among various satisfaction latent constructs. In particular, we introduce Loyalty, which represents the intent to recommend the service. We also introduce the concept of Critical Incidents (CI), i.e. closure of a transit line in the last three months (planned) or a service anomaly in the past month (unplanned), and hypothesise that CI negatively affects any attribute-specific satisfaction construct. We additionally model the concept of Involvement, measured as the intent to participate in future public transport (PT) marketing studies, and hypothesise that both Overall Satisfaction and Loyalty may affect this variable. Finally, we conduct an SEM Multi-Group Analysis (SEM-MGA), with the objective to determine whether heterogeneity is present in passengers' satisfaction models, by incorporating users’ travel and demographic characteristics (i.e. gender, age, nationality, time of day, travel frequency, and trip purpose). Our findings show that CI significantly impact all attribute-specific satisfaction constructs, specially the unplanned events during the last month. We also find that Loyalty is influenced by Overall Satisfaction and also by specific satisfaction constructs. By comparing various SEM models, we find that service satisfaction constructs, such as speed and waiting time at the platform, are the most relevant towards Overall Satisfaction. The SEM-MGA serves as a tool to test for heterogeneity in the satisfaction models within user groups. We find differences in time of day, age, and travel frequency. Finally, we consider that the Involvement relationship needs further research. Our framework allows for more detailed policy-making in PT systems regarding heterogeneous subpopulations and more concrete policy variables, such as Critical Incidents.

Preventing extra costs: The impact of faculty satisfaction and morale

Faculty departure from their position or institution may result in negative consequences for both higher education institutions and the students they serve. Searches and training of new faculty can be costly and time consuming. Additionally, student persistence has been shown to be positively impacted by strong faculty student interactions, which is hard to achieve if faculty turnover is high. This study examines United States (US) full-time tenured/tenure-track faculty members’ intent to leave one’s position, institution, or academe. Utilizing the constructs of worklife, morale, and satisfaction as predictors, the findings suggest that morale is a stronger predictor for intent to leave one’s position and institution, while satisfaction was a stronger predictor for intent to leave academe. Additionally, intent to leave one’s position was a strong predictor of intent to leave one’s institution, suggesting that faculty perceive a better chance for improved opportunities within a new environment and institution, over a change of scenery within their existing institution.

Recovery satisfaction construct and construct-related: Assessment measurement from item response theory

Researchers have explored the antecedents and consequences of recovery satisfaction by creating, improving or using scales. However, scales should be invariant among contexts and cultures. Using item response theory, a methodological approach that helps measure items, we evaluated some constructs related to it. Results, limitations and future research are discussed.

Job Satisfaction of Hotel Employees Conceptual Model Construction and Evaluation

Job satisfaction of hotel employees means the working environment, material security and career development plan provided by the hotel can meet the satisfaction of many expectations of the hotel employees. The conceptual model of hotel employees job satisfaction constructs a hotel employees job satisfaction evaluation system from five aspects: job content satisfaction, job environment satisfaction, job return satisfaction, management status satisfaction and career development satisfaction, and constructs the hotel employees job satisfaction evaluation model based on the matter-element mode.

The Mobile Wallet Explosion in Thailand : Factors towards Predicting Consumer Loyalty

In this research, we study the impact of the factors that predict consumer loyalty of mobile payments and mobile wallets usage in Thailand. We developed a research model based upon previous findings where we propose and examine four constructs of personal innovativeness, consumer attitudes, consumer satisfaction and loyalty. In general, all of the hypotheses were supported by variables related to consumer loyalty with mobile wallet usage. Personal innovativeness analyzed due to its potential mediation effect on loyalty, both from attitudes and from satisfaction. It was found that personal innovativeness was a mediator construct in predicting consumer loyalty. The overall model provides value to the mobile payment and mobile wallet application providers in term of improving service efficiency and business strategies to secure Thai consumer loyalty.

The Nexus Between Total Quality Management, Job Satisfaction and Employee Work Engagement in the Food and Beverage Multinational Company in Nigeria

Adopting total quality management (TQM) program in an organisation may have consequences not only for organisational outcomes but also for employee work behaviour. Therefore, this study investigates the conceptual and empirical link between TQM practices, job satisfaction, and employee work engagement. Cross-sectional survey design, quota, proportionate and simple random sampling were used to draw 300 participants from the study population, out of which 190 responded and n = 183(61%) usable responses to the questionnaire designed for the purpose from employees of a food and beverage multinational company in Lagos metropolis were obtained. Regression and correlation analyses were used to analyse the study data. Significant positive relationship was found between dimensions of TQM practices (leadership and management support, employee participation, training, reward and recognition, and customer focus), job satisfaction and employee work engagement. After controlling for sex, age and experience, job satisfaction and TQM practices construct jointly and independently predicted employee work engagement. Also, job satisfaction partially mediated the relationship between TQM practices and work engagement. The implications of soft TQM implementation on employee job satisfaction for achieving highly engaged workforce are discussed.

Role of internal service quality in enhancing patient centricity and internal customer satisfaction

PurposeThe purpose of this paper is to identify the antecedents and outcomes of internal service quality (ISQ) in a health-care environment. The relationships among the heterogeneous health-care environment, coordinated care, perceived organisational support (POS), ISQ, internal customer satisfaction and patient-centred care were explored.Design/methodology/approachBased on a review of the literature, a structural model was developed. A 37-item questionnaire was circulated among service providers in the health-care system, including doctors, nurses and system staff, all over India. The random sampling method was adopted to collect data. A total of 238 valid responses were received. The data were analysed using structural equation modelling.FindingsThe results show that the heterogeneous environment, coordinated care and POS act as antecedents of ISQ, which drives internal customer satisfaction and patient centricity in health care.Research limitations/implicationsThe paper contributes to the health-care literature by identifying the antecedents and consequences of ISQ and developing a structural relationship among ISQ, the heterogeneous health-care environment, coordinated care, POS, internal customer satisfaction and patient-centred care.Practical implicationsHospital administrators may use various constructs of POS, ISQ and coordinated care to measure process and employee performance, which may aid the design of appropriate processes and improve employee selection. The constructs of patient centricity and internal customer satisfaction may be used as benchmarking tools to facilitate the formulation of immediate corrective actions and policies for future courses of action.Social implicationsThis paper highlights how patient centricity may be achieved by focussing on ISQ, coordinated care processes and a facilitative internal environment. This understanding may aid the design of processes that in turn deliver health as a social good in an effective manner.Originality/valueThis paper extends past research on ISQ by showing that ISQ affects internal customer satisfaction and, in turn, the quality of service delivery in the system. In the health-care context, heterogeneity in patient needs, coordinated care and organisational support play crucial roles in determining ISQ, which in turn influences the level of patient-centred care.

Assessing the User Satisfaction Perspectives of Information System: A Library Case Study in Indonesia

<p><em>User satisfaction is one of the </em><em>system use variables which is affected by the system creation variables in the information system (IS) success measurements, especially in the mandatory use of IS. This paper reports the relational variable assessments between three variables of the system creation dimension towards the user satisfaction variable in the library information system (LIS) implementation of a sampled university in Indonesia. Practically, t</em><em>he measurement has never been done since the early system implementation in the institution. </em><em>The study focused on the status of the user satisfaction </em><em>construct </em><em>and what </em><em>are the </em><em>factors</em><em> which influenced the construct. </em><em>The used measurement model was adopted and adapted from the DeLone and McLean’s IS success model. A total of 185 respondents were selected in this study using multi-stage purposeful random sampling</em><em>. </em><em>The researchers used the </em><em>partial least squares structural equation modeling (</em><em>PLS-SEM) with the SmartPLS version 2.0 for analyzing the collected data. Findings of the study showed that users of the LIS were sufficiently satisfied and the proposed hypotheses were accepted. In terms of the adopted model, besides the findings theoretically proved that the user satisfaction construct has affected by the system creation constructs; the findings may also have proposed the practical recommendations to the sampled institution for the next LIS improvements in particular. </em><em></em></p>

Deconstructing persuasiveness of strategies in behaviour change systems using the ARCS model of motivation

ABSTRACTPersuasive technologies (PTs) motivate behaviour change using various persuasive strategies. However, there is still a dearth of knowledge on how PTs motivate behaviour change and how to design systems to increase their persuasiveness. To provide empirical insight into the mechanism through which PTs persuade, we conducted a large-scale study with 543 participants to investigate the relation between Attention, Relevance, Confidence, and Satisfaction constructs from the ARCS model of motivation and 10 strategies that are commonly used in persuasive systems design. Our results show that the ARCS constructs collectively explain between 82% and 91% of the variance in persuasiveness across the ten strategies. Relevance, followed by Attention, has the strongest association with persuasiveness. The result generalises across gender groups. Therefore, to increase a system’s persuasiveness, designers should focus on designing to increase relevance and to capture user’s attention, while also promoting confidence and a feeling of satisfaction. We contribute to Human–Computer Interaction (HCI) and Persuasive Technology by offering design guidelines for PTs to increase their persuasiveness and hence efficacy.

The role of satisfaction in fashion marketing: a meta-analysis

ABSTRACTWe analysed the antecedents and consequents of satisfaction in the fashion industry. Due to the number of primary papers found in the systematic review with applications in different fashion contexts, we opted to analyse possible moderators. This meta-analysis was undertaken in three distinct steps: a data search, a data collection process and a process of data coding and analysis. We analysed studies published between 1993 and 2017. Thirty-seven studies were found to be valid with respect to this research. The studies generated 283 observations. Our results present a global synthesis of the antecedents and consequents of satisfaction in the fashion industry. Fifteen antecedents and 17 consequents were found to have a positive and significant effect size for the satisfaction construct in the fashion industry.

The Impact of Global Perceived Quality on the Behaviour of Automobile’s Consumers

Purpose of the study: The objective of this work was to identify the perceived quality attributes of car owners and how these attributes affect satisfaction, regret, trust, pride and, word of mouth communication. Methodology / approach: There were two phases (qualitative and quantitative) in this study. In the qualitative phase, we conducted 20 in-depth interviews with car owners, with the purpose of identifying the perceived quality attributes by them. In the quantitative phase, we surveyed 311 owners of automobiles of different brands. For the statistical analysis, we opted to test the hypothetical model through Structural Equations Modeling (SEM). Main results: Results show that perceived quality among automobile consumers is a multidimensional construct (status and power, handling dynamics, corporate responsibility, brand heritage, resale value, durability, internal space, and trunk capacity) and impacts on satisfaction, regret, word of mouth communication, trust, and pride. Theoretical / methodological contributions: This research measures the perception of quality of automobiles in post-purchase situations, exploring not only attributes in service quality but also the product itself while exploring other dimensions from the quality-perception construct. Furthermore, it studied how the perception of quality affects behavioral dimensions beyond the satisfaction construct: regret, reliability, pride, and word-of-mouth communication. Relevance / originality: This work considered both physical attributes (e.g., internal space and trunk capacity) and, intangibles (e.g., Power and Status, Brand and company's tradition) perceived by car owners. Moreover, to investigate the perception of quality in service and product at the same time is not common in consumer behavior literature.

Satisfaction With an Intensive Interdisciplinary Pain Treatment for Children and Adolescents: An Independent Outcome Measure?

Although treatment satisfaction is recommended in the Pediatric Initiative on Methods, Measurement, and Pain Assessment in Clinical Trials (PedIMMPACT) as a core outcome measure in pediatric chronic pain clinical trials, no results regarding this outcome measure have been reported to date for intensive interdisciplinary pain treatment in children and adolescents. The aim of the present study was to close this gap and investigate the treatment satisfaction of pediatric patients with different chronic pain disorders who received intensive interdisciplinary pain treatment and who were followed up over 4 years. Treatment satisfaction and treatment outcome were assessed immediately after and 6, 12, and 48 months after intensive interdisciplinary pain treatment for N=104 patients (Mage=13.5; SD=2.2). Patients and their parents were highly satisfied with the treatment and strongly agreed in their ratings. Emotional distress before treatment and younger age increased the risk of being dissatisfied. Analyses revealed that treatment satisfaction was independent of treatment outcome. Taken together, the results show that treatment satisfaction is not associated with treatment outcome. A global judgment of satisfaction seems to be an independent outcome measure but may be inappropriate for measuring the multifaceted construct of satisfaction. Instead, separate satisfaction ratings in specific areas, for example, treatment methods or outcome, may be more suitable.

Construction and testing of job satisfaction of physical therapist questionnaire

Construction and testing of job satisfaction of physical therapist questionnaire