Influence Client Satisfaction Research Articles

Client satisfaction and contributing factors towards sexual and reproductive health services delivery system among youth at Family Guidance Association of north Ethiopia (FGAE) clinics, 2023: mixed method study

BackgroundThe Family Guidance Association of Ethiopia (FGAE) operates as a non-governmental organization dedicated to offering family planning and reproductive health services to the Ethiopian population. The gap in the study regarding client satisfaction and contributing factors towards sexual and reproductive health services for youth at FGAE clinics highlights the need for a comprehensive investigation to fill this void. By conducting a mixed-method study, this research aims to provide a holistic understanding of the factors influencing client satisfaction in the delivery of sexual and reproductive health services to youth at FGAE clinics. The added value of this study lies in its potential to offer valuable insights and recommendations for improving service delivery systems and enhancing client satisfaction levels, ultimately contributing to the overall well-being and health outcomes of youth in North Ethiopia. Therefore study aimed to asses Client Satisfaction and Contributing Factors towards in sexual and reproductive health services delivery system among youth at Family Guidance Association of North Ethiopia (FGAE) Clinics, 2023.MethodThe study was conducted within the clinics of the Family Guidance Association of Ethiopia (FGAE), spanning Dessie, Kombolcha, and Woldia city administrations, involving a participant cohort of 416 clients. Facility-based concurrent type mixed method study design both quantitative and qualitative techniques were applied. Quantitative research employed a simple random sampling technique and conversely, the qualitative study utilized a heterogeneous type of purposive sampling strategy to recruit participants The collected data underwent a rigorous process of entry, cleaning, and coding using Epi-Data 4.6 software, followed by analysis in STATA V17. Descriptive statistics and binary logistic regression were employed to highlight the impact of independent variables on the dependent variable. A more comprehensive examination was provided through multivariable logistic regression. Crude and adjusted odds ratios, along with a 95% confidence interval, were computed, with significance set at a p-value ≤ 0.05.ResultNearly more than half of the clients 194 (47.8%) came to receive family planning services followed by maternal and child health 107 (26.4%). Sixty patients (14.8%) didn’t receive all the services they wanted or came for. Half of the participants 30 (50%) raised the unavailability of the service as a reason for not taking the service followed by not having enough time in the clinic 12 (20%). About 65.52% (60.74-70.00%) of the participants were satisfied with the Sexual and Reproductive Health services provided by the clinics of FGAE in northeast Ethiopia. Clients in the age group of 25–34 (AOR = 2.04; 95%CI: 1.11–3.72). Clients who had primary and secondary education (AOR = 2.49; 95%CI: 1.03–6.02) and (AOR = 3.05; 95%CI: 1.25–7.49) respectively. Clients who responded that physicians show respect (AOR = 5.59; 95%CI: 1.89–16.49). clients who received an explanation about the side effects of the utilized methods and follow-up dates (AOR = 4.59;95%CI:1.68–12.53) and (AOR = 2.89;95%CI:1.53–5.49) respectively.ConclusionThe proportion of client satisfaction with Client Satisfaction in the Services delivery system at Family Guidance Association of Ethiopia (FGAE) Clinics was low as compared to the previous study. Age group 25–34 years, primary and secondary education, showing respect, explaining side-effects and follow-up visits were significant associated factors of client service satisfaction. Enhancing service delivery at Family Guidance Association of Ethiopia (FGAE) Clinics by targeting specific areas identified in the study. Strategies should focus on improving communication regarding side effects, ensuring respectful interactions, and prioritizing follow-up visits, particularly for clients aged 25–34 with primary and secondary education backgrounds.

Factors influencing satisfaction with prosthetic and orthotic services – a national cross-sectional study in Sweden

Purpose To evaluate client satisfaction with prosthetic and orthotic services in Sweden, determine if satisfaction differs between clients using different devices and identify factors which influence client satisfaction. Materials and methods A cross-sectional design was used to survey 7318 clients. The survey included items related to demographics, quality of life, device comfort, device use, the extent to which clients’ needs were met and satisfaction with services. Ethics approval was provided by the Swedish Ethical Review Authority. Results A total of 2925 surveys were returned reflecting a response rate of 41%. Mean OPUS-CSS point score was 61.9(SD 16.8) with differences observed between device categories (p < 0.001). Factors that were identified as most positively influencing client satisfaction were, being a limb prosthesis user and being under 65 years. When analysing scores for individual OPUS items breast prosthesis users scored higher than users of other devices. Clients were most satisfied with the level of respect they were shown by staff (mean = 2.72/3) and less satisfied with coordination of services with other therapists/doctors(mean = 1.88/3). Conclusions Prosthetic and orthotic users are reasonably satisfied with the services they receive. Attention should be directed towards understanding why prosthetic users are more satisfied than orthotic users and why clients under 65 years report higher satisfaction scores.

Analysis of The Influence of Customer Satisfaction, Experiental Marketing and E-Service Quality on Loyalty of KAI Commuter Customers

The goal of this study is to ascertain whether customer satisfaction, service quality, and experiential marketing directly affect consumer loyalty. People who commute by train are participants in this study. This study used a non-probability sampling technique called purposeful sampling, which had a sample size of 100 participants. The data analysis method used in this study is called path analysis. The study's findings show a definite correlation between customer satisfaction and the variable of service quality. Experiential marketing has a direct impact on customer satisfaction. Service excellence and experience marketing elements have a direct impact on customer satisfaction. Service quality has a direct bearing on customer loyalty. The experience marketing factor has a direct effect on customer loyalty. client happiness has a direct bearing on client loyalty. Service excellence, experiential marketing, and customer satisfaction all have a direct bearing on customer loyalty. The service quality factor indirectly influences customer loyalty by influencing client satisfaction. The experiential marketing element indirectly influences customer loyalty by influencing client satisfaction.

Proportion and factors influencing client satisfaction with delivery services in health facilities in the Sissala East Municipality, Ghana: A cross-sectional study.

Client satisfaction is the difference between the healthcare services delivered and the needs of the client. Anecdotal evidence suggests the quality of maternal health and delivery services in Ghana especially in the Upper West Region is appalling. Moreover, there is a paucity of data on clients' satisfaction with maternal and delivery services rendered by healthcare. This study, therefore, assessed clients' satisfaction with delivery services and their associated factors. This analytical cross-sectional study included 431 women who had delivered in the last 7 days from four health facilities within Sissala East Municipality using a multistage and simple random sampling technique. A well-structured questionnaire was used to collect sociodemographic and client satisfaction data. All statistical analyses were done using Statistical Package for Social Sciences Version 26.0 and GraphPad Prism Version 8.0. A p < 0.05 was considered statistically significant. Clients' satisfaction with general delivery services was rated as 80.3% and was significantly associated with process-related factors (p < 0.0001) and structural-related factors (p < 0.0001) of the health facilities. This study found that health facilities' delivery services differed significantly and were associated with clients' satisfaction (p < 0.0001). Moreover, age group (p = 0.0200), occupation (p = 0.0090), kind of delivery (p = 0.0050), and delivery outcome (p < 0.0001) were significantly associated with client satisfaction with delivery services. More than two-thirds of women are satisfied with delivery services within selected health facilities in the Sissala East municipality, although satisfaction within health facilities differs. Furthermore, age group, occupation, kind of delivery, delivery outcome, process, and structural-related factors significantly contribute to client satisfaction with delivery services. To provide more comprehensive coverage of customers' satisfaction with delivery services in the municipality, strategiessuch as free maternal health initiatives and health education on the significance of facility delivery should be reinforced.

Development of constructs to measure client satisfaction with pharmacy services in resource-limited settings. A multicenter cross-sectional study.

BackgroundSatisfaction with pharmacy services has many implications, including the degree of interaction with health care providers, the type and quality of service provided, and the extent to which needs and desires are met. This study aimed to identify the dimensions of pharmacy services and quantify client satisfaction with them.MethodsA quantitative cross-sectional study was employed to guide this study. Data were entered into Epi Data, exported to SPSS 26.0, and analyzed using exploratory factor analysis to identify the underlying dimensions of pharmacy service. The study was conducted between 14th August 2020 and 28th December 2020. For standardization and comparison purposes, items loaded onto each dimension were computed and rescaled, and descriptive statistics were used to summarize the results. Stepwise linear regression was performed to quantify the contribution of each dimension to overall satisfaction and to identify determinant variables for overall satisfaction. A 95% CI, and a P-value of < 0.05 were used for the declaration of statistical significance.ResultsThe mean overall satisfaction with pharmacy service was found to be (21.62±6.74)/30. There were eight dimensions of pharmacy service identified, and poor customer satisfaction was recorded for the premises and supply dimensions, with mean satisfaction of (12.08±8.49)/30 and (13.66±10.06)/30, respectively. The highest mean satisfaction was recorded with waiting time (24.24±6.54). Of the emergent dimensions, only four (supply, compassion and care, privacy, and premises) were predictors of overall satisfaction (P<0.05). The supply component was the strongest predictor of overall satisfaction, accounting for 20% of the variance in overall satisfaction. The number of prescribed and dispensed pharmaceuticals, marital status, and gender of participants also predicted overall satisfaction (P<0.05).ConclusionThe survey uncovered eight underlying aspects of pharmacy services that influence client satisfaction. A significant gap was recorded with premises and supply chain-related components. These dimensions’ contributions to total satisfaction were substantial in terms of practical relevance. As a result, improving the availability of pharmaceuticals and the infrastructure surrounding pharmacy services may enhance consumer satisfaction considerably. Stakeholders must work on addressing supply related and premises difficulties to increase client satisfaction.

Client satisfaction with antenatal care among clinic attendees in a tertiary health institution in Calabar, Cross River State, Nigeria.

Antenatal care is an important entry point to the health system and provides access to essential obstetric care. Satisfaction with different aspects of antenatal care, has the potential to improve health. This study aimed to determine the prevalence of satisfaction with Antenatal care services and identify factors influencing client satisfaction among antenatal clinic attendees in University of Calabar Teaching Hospital Calabar (UCTH), Cross River State. A descriptive cross-sectional study was conducted among 200 pregnant women attending the ANC in UCTH. Systematic random sampling technique was used to recruit participants and the Client Satisfaction questionnaire (CSQ8) measured satisfaction. Data was analysed using bivariate (Chi-square test) and multivariate (binary logistic regression) analysis. The overall level of satisfaction recorded in this study was 92%. Reasons for dissatisfaction were long waiting time 57%, cost of services 40.3%, clinic environment 31%, doctors assigned to ANC attendees 19% and attitude of doctors 13%. Being satisfied with their previous experience in the health facility was the only significant predictor of satisfaction in this study(p<0.05). Although a high level of satisfaction with ANC services was noted among pregnant women in UCTH, it is pertinent that waiting time, cost of services, toilet facilities and infrastructure be addressed.

An Empirical Study of Customer Satisfaction and Loyalty: An Evidence of Telecom Sector in Pakistan

This research explores key determinants of customer loyalty in a research setting where customer loyalty is a dependent variable and service quality switching costs and switching cost and trust are all independent variables. The research uses a variety of statistical techniques, including reliability factor and regression analysis. As the country is moving fast towards digital financial inclusion. The telecommunication sector in Pakistan has also been impressively keeping up with paced. With the growing fame of digital telecommunications, the evaluation of customer loyalty and satisfaction has become essential for mobile network operators as well as for researchers at the same moment. To define, the variables influencing client satisfaction and loyalty, a comprehensive literature study was conducted. A conceptual research model was created based on a literature review to identify the link between service quality and customer satisfaction, in addition to price switching, customer loyalty and conviction. By using a self-administered questionnaire, the researchers gathered the perceptions of 300 prepaid phone subscribers form four carriers. The findings show that there is a significant direct connection between quality of service and customer satisfaction. Furthermore, the results of the study also demonstrate that customer loyalty is important predictors of quality of service, switching costs, and conviction. Trust is the most crucial determinants of customer loyalty among these three precedents in the context of service-oriented enterprises.

Factors Influencing Client Satisfaction with Hospital Services at St. Stephens Hospital Mpererwe Private Not for Profit General Hospital in Uganda

Factors Influencing Client Satisfaction with Hospital Services at St. Stephens Hospital Mpererwe Private Not for Profit General Hospital in Uganda

How environmental performance influence client satisfaction on projects that adopt green construction practices: The role of economic performance and client types

This paper introduces and adopts a different perspective in examining the relationship between environmental performance and client satisfaction through economic performance, and investigates how different client types impacts this relationship. Data was collected from a survey conducted on class A contractors in Nigeria, and the partial least squares structural equation modeling (PLS-SEM) technique was used to analyze the hypothesized relationships. The findings of this study show that environmental performance has a positive significant effect on client satisfaction, type of client moderates the relationship between environmental performance and client satisfaction with public clients having the greatest effect, and the relationship between environmental performance and client satisfaction is partially mediated by economic performance. The findings of the study provide far-reaching contributions to green construction practice and to existing theories. The findings are significant to contractors as it enables them to plan their projects strategically giving due consideration to the type of clients.

A Study of Factors Influencing Client Satisfaction with Korea Immigration &amp; Integration Program

A Study of Factors Influencing Client Satisfaction with Korea Immigration &amp; Integration Program

Factors affecting customer behavior in telecommunication industry

Marketing and strategy research has given a lot of importance to the study of product and service quality improvement. This has been widely studied in the literature as an appropriate competitive strategy to ensure customer satisfaction in the marketplace and gain a sustainable competitive advantage. In this paper, first, we have opted for an extensive review of marketing literature, quality of service and consumer satisfaction. Next, we propose to determine the factors that may affect customer satisfaction in the telecommunications industry in Tunisia. Indeed, each organization chooses to succeed in its strategy of satisfying its customers and to prevent the risk of losing them. Our empirical results indicate that most customers are satisfied with the quality of service provided to them, and most customers believe that Tunisie Telecom's service quality is above their expectations. Quality of reception at the counters of Tunisie Telecom's agencies is the key element for the success of the quality improvement project and is the major factor that can strongly influence client satisfaction and behavior.

Client characteristics and satisfaction with the quality of primary health-care services in Calabar, Nigeria

Different mix of clients visit primary health care (PHC) facilities, and the quality of services is critical even in rural communities. The study objective was to determine the relationship between socio-demographic characteristics and client satisfaction with the quality of PHC services in Calabar Municipality, Cross River State, Nigeria. Specifically to describe aspects of the health facilities that affect client satisfaction; determine the health-care providers’ attitude that influences client satisfaction; and determine the socio-demographic characteristics that influence client satisfaction with PHC services. A cross-sectional survey was adopted. Ten PHCs and 500 clients utilizing services in PHC centers in Calabar Municipality were randomly selected. Clients overall satisfaction with PHC services was high (80.8%). Divorced clients were less (75.0%) satisfied than the singles and the married counterparts (81%), respectively. Clients that were more literate as well as those with higher income were less satisfied, 68.0% and 50.0%, respectively, compared to the less educated and lower-income clients, 92.0% and 85.0% respectively. These differences in satisfaction were statistically significant (P = 0.001). Hence, it was shown that client characteristics such as income and literacy level show a significant negative relationship with the clients satisfaction with the quality of PHC services in Calabar Municipality.

Determinants of client satisfaction with family planning services in public health facilities of Jigjiga town, Eastern Ethiopia

BackgroundClient satisfaction is the best indicator of quality service provision and has been found to correlate with continuity of care perceived by the client. The measurement of client satisfaction helps in understanding willingness and decisions to return for future services. Thus, this study aimed at assessing the level and factors associated with client satisfaction of FP services among family planning users.MethodsAn institutional based cross-sectional study was conducted on 492 family planning users in Public health facilities of Jigjiga town, Eastern Ethiopia from February 10 to March 10, 2017. Participants were chosen by systematic random sampling and interviewed immediately after having received family planning service using via a structured and pre-tested questionnaire. The data were entered into Epi Info 7 and then exported to SPSS 20 for analysis. All associations with client satisfaction were tested for statistical significance with alpha set at the 0.05 level.ResultThe findings of this study showed that the overall client satisfaction with FP services among FP users of public health facilities of Jigjiga town was 41.7% with 95% CI of (37 − 46.1%). Knowledge on FP [adjusted odds ratio, AOR (95% CI) = 0.037 (0.019–0.072)], demonstrate how to use the method [AOR (95% CI) = 16.1 (8.4–30.7)], describing side effect of the method [AOR (95% CI) = 2.4 (1.41–4.23)] and distance of FP user’s home to health facility [AOR (95% CI) = 0.24 (0.14–0.42)] were found to be significantly associated with the client satisfaction of FP services.ConclusionsThe overall client satisfaction with FP services was relatively low. Knowledge of FP, demonstrating how to use the method, describing the side effect of the method and distance of FP user’s home to health facilities were found to be factors that influence client satisfaction with family planning services. Thus, efforts should be made to improve on client interaction especially on the information given and knowledge of clients.

Tax Preparer Certification and Organization Form among Uncertified Preparers Influence Client Satisfaction and Experience

ABSTRACTHow does state certification (e.g., CPA, enrolled agent [EA], or attorney) and organizational form among uncertified preparers (big box “franchise” firms versus not) influence client satisfaction and interactions? Results from a sample (n = 3,984) of Yelp ratings of U.S. tax preparers indicates that certified preparers receive higher ratings than do uncertified small-firm preparers, who earn higher ratings than do franchise preparers. Linguistic analysis suggests that clients of certified preparers experience tax preparation service as a “relational” interaction, with reviews evidencing more positive affect and inclusive pronouns (e.g., we). In contrast, the clients of franchise firms experience tax preparation as “transactional,” with reviews evidencing more swear words and impersonal pronouns. Linguistic results for uncertified small preparers fall between those of certified and franchise preparers. The paper is among the first to adapt emerging corpus linguistic methods to examine client perceptions of professional accounting services.

Barriers to reproductive health care for migrant women in Geneva: a qualitative study

BackgroundMigrant mothers in developed countries often experience more complicated pregnancy outcomes and less fewer women access preventive gynecology services. To enlighten health care providers to potential barriers, the objective of this paper is to explore barriers to reproductive health services in Geneva described by migrant women from a qualitative perspective.MethodsIn this qualitative study, thirteen focus groups (FG) involving 78 women aged 18 to 66 years were conducted in seven languages. All the FG discussions were audio-recorded and later transcribed. The data was classified, after which the main themes and sub-themes were manually extracted and analyzed.ResultsBarriers were classified either into structural or personal barriers aiming to describe factors influencing the accessibility of reproductive health services vs. those influencing client satisfaction. The five main themes that emerged were financial accessibility, language barriers, real or perceived discrimination, lack of information and embarrassment.ConclusionStructural improvements which might meet the needs of the emergent extremely diverse population are the (1) provision of informative material that is easy to understand and available in multiple languages, (2) provision of sensitive cultural training including competence skill for all health professionals, (3) provision of specifically trained nurses or social assistance to guide migrants through the health system and (4) inclusion of monitoring and evaluation programs for the prevention of personal and systemic discrimination.

How Do I-Deals Influence Client Satisfaction? The Role of Exhaustion, Collective Commitment, and Age Diversity

This paper introduces a multilevel perspective on the relationships of idiosyncratic deals (i-deals) with organizational outcomes (i.e., client satisfaction) and investigates how and under which conditions these relationships manifest. On the basis of contagion theory, we proposed that the positive effects of i-deals will spill over within organizational units (indicated by reduced emotional exhaustion and enhanced collective commitment), which leads to increased customer satisfaction. Moreover, we postulated that the effects of i-deals would be more prominent in units with high age diversity, as i-deals are more important in units where people’s work-related needs are more heterogeneous due to the higher diversity in employee age. A study among 19,780 employees and 17,500 clients of a German public service organization showed support for the contagion model and that i-deals were negatively related to individual emotional exhaustion and subsequently positively related to collective commitment within units and client satisfaction measured 6 months later. Emotional exhaustion and collective commitment mediated the relationships between i-deals and client satisfaction. Finally, we found that the relationships between i-deals and emotional exhaustion / client satisfaction were more strongly negative in units with high age diversity, rather than in units with low age diversity, indicating the benefits of i-deals within units with high age diversity to reduce emotional exhaustion and enhance client satisfaction.

Exploring Key Contractor Factors Influencing Client Satisfaction Level in Dealing with Construction Project: an Empirical Study in Jordan

Client satisfaction in construction industry can be defined as the ability of a contractor to meet the client expectations. A contractor must have a thorough understanding of client expectations and be able to satisfy these expectations. The outcomes of the construction projects can be evaluated in numerous ways. One of the methods is to measure the satisfaction of participants as represented by the differences between their expectations and perceptions. This measurement is used widely in construction as it promises benefits, such as the improvement of product delivery, and enhances services quality by identifying some necessary changes. Satisfaction measurement is gauged by evaluating the level of client satisfaction of construction performance. The measurement of client satisfaction is also based on the quality of the end product. This evaluation is used to encourage contractors to improve their performance to a required level and to ensure that the projects are delivered as expected in terms of time, budget and quality. This paper discusses client satisfaction attribute on contractor performance. The aim of this paper is to reach the most important factors influencing client satisfaction level of performance provided by contractor in Jordanian construction industry. The results shows that there are seven extremely important factor that have a significant affect in client satisfaction level and immediately need to improve namely (1)service quality (2)Communication skills (3)adherence to budget, (4)safety performance, (5)adherence to schedule, (6)sit personnel skills, and (7)management capabilities.

Client satisfaction determinants in four Kenyan slums.

In Kenya, gaps exist in health service provision to slum residents, especially service availability and access to quality care. There is also little information on the health status of people living in slums other than in Nairobi. The purpose of this paper is to generate evidence for use in designing interventions to improve health services in four mid-sized slums in Embu, Nyeri and Thika, Kenya. A cross-sectional survey of clients receiving services in health facilities was conducted in the targeted slums. Data were collected through face-to-face interviews. Factor scores were generated using the Rasch model; simple and multivariate logistic regression analyses were done using the R statistical software. Overall, 81 per cent of the 203 participants reported being satisfied with health services. Most clients (89 per cent) reported that health facility staff greeted them warmly; 82 per cent said their consultation was private. The facility type, waiting time and client experience with service providers determined their satisfaction (p<0.05). Healthcare managers can improve client satisfaction levels by understanding the client flow in their facilities and addressing causes of client dissatisfaction, such as long waiting times, while at the same time promoting facilitating factors. The authors use latent variable modelling to compute client satisfaction scores, which were dichotomised into two categories and fitted into a logistic regression model to identify factors that influence client satisfaction. Health facility clients in the four slums are satisfied with services and have confidence the providers will serve them in a friendly and professional manner that promotes respect and quality care. The paper recommend healthcare managers in similar settings carry out client flow analysis and institute remedial measures to address long waiting times. Qualitative studies are recommended to determine the reasons behind the high satisfaction levels reported in this study.

Recruiting clients in the outfitting industry: a qualitative analysis of Montana outfitters

Outfitters provide guiding services to individuals in a variety of recreational contexts. In Montana, hundreds of outfitters help individuals with their hunting and fishing activities. Limited studies have been done on outfitters and the outfitting occupation. The objective of this exploratory research was to generate knowledge regarding how outfitters recruit and retain clients and deal with difficult clients. This study took a qualitative approach to data collection. Data were gathered via a mail survey that used mostly open-ended questions. Findings reveal that an outfitters reputation is important in the recruitment process because many clients are obtained via word of mouth and many of their customers are return clients. Factors that influence client satisfaction with outfitter services include honesty, comfortable camps, good food, and a positive experience. The findings of this study enhance our understanding of the client recruitment and retention processes in the outfitting industry.

Determinants of Youth Friendly Services Influencing Client Satisfaction: A Study of Client's Perspectives in India

Study analyzes key determinants of Youth Friendly Health Services that influence the client's satisfaction level. Data from 120 clients were collected from selected four districts of Uttar Pradesh and Bihar States of India. Multivariate logistic regression model was applied to understand the independent effect of important predictors. Overall only 32.0% clients were satisfied with the services. Positive association is observed with the educational status of the clients. If the parents/guardians are supportive, clients are 4.4 times more likely to get overall satisfaction from the services. 92% clients are less likely to get satisfied, if there is a fear of privacy disclosure to parents. Hence, privacy and confidentiality in services and support of parents/guardians play a significant role in affecting client satisfaction as compared to other determinants of the services. Study will enable decision-makers to improve the quality of health care effectively, keeping a balance between providers' and clients' perspectives.