Perceived Level Of Satisfaction Research Articles

Factors affecting healthcare employee satisfaction and their relationship to patient satisfaction in community health centres

Background/Aim: In the realm of healthcare services, the satisfaction of medical professionals in their workplace environment has become a central concern closely associated with the perceived satisfaction levels of patients. This research investigated the intricate relationship between employee satisfaction and patient satisfaction within the context of communi-ty health centres. The study aimed to identify specific factors of employee satisfaction, such as compensation, supervision and work environment, that potentially influence the level of patient satisfaction. Methods: Employing a cross-sectional descriptive design, a total of 162 employees and 276 patients from 13 community health centres partici-pated in this study, conducted between June and September 2023. The participants were selected based on specific criteria, including age above 17, fluency in Indonesian and ability to complete the questionnaires. The study utilised two questionnaires: one measuring patient satisfaction with aspects of healthcare service and the other gauging employee satisfaction concerning management practices in community health centres. Both questionnaires employed Likert scale measurements to gather responses. Results: The findings indicated a significant influence of investigated fac-tors on patient satisfaction. Notably, compensation of employees emerged as a crucial factor significantly affecting patients satisfaction, aligning with previous research emphasising its importance in healthcare settings. Conversely, other factors such as supervision, work relationships, nature of work, opportunities for status change and work interactions with col-leagues of employees did not exhibit a significant impact on patient sat-isfaction. Conclusions: The study findings conformed the importance of compensation of employees a pivotal factor in designing strategies to improve pa-tient satisfaction in community health centres. While other factors like supervision and work interactions did not demonstrate statistically significant correlations, this suggests the potential for more complex relationships that warrant further investigation. Identifying specific factors that influence patient satisfaction in community health centres can significantly contribute to enhancing healthcare service quality and overall patient satisfaction in the future.

Evaluation and Promotion Model of Tourist Satisfaction in Ice and Snow Tourism Destinations

The successful bid for the Beijing Winter Olympics has brought historic opportunities for the development of ice and snow tourism in China. An index system for the evaluation of tourist satisfaction in ice and snow tourism destinations was constructed from the target layer-factor layer-index layer approach in this paper. Taking tourists with ice and snow tourism experience as the research object, and integrating a questionnaire survey and the Importance-Performance Analysis (IPA) method, a total of 840 valid questionnaires were collected to assess the satisfaction of tourists in snow and ice tourism destinations, and the promotion model of tourist satisfaction in ice and snow tourism destinations was put forward. This process led to three main results. (1) Ice and snow tourists in China are characterized as young and better-educated, with college students aged 19 to 25 as the main consumer group. More than 70% of ice and snow tourists are pretty satisfied with the current development of ice and snow destinations in China, and are willing to participate again. (2) Other than “ice and snow souvenirs”, tourists' perceptions of importance are all higher than the level of perceived satisfaction, and the importance values of the 13 indicators including “Scenic spot security” and “Diversity of ice and snow entertainment and sports” are especially high, showing that tourists have high expectations and demands of the destinations. However, the perceived satisfaction level of tourists for all indexes is generally low, mostly at the general satisfaction level, indicating that ice and snow tourism destinations have only partially met the demands of ice and snow tourists, and there is still much room for improvement. (3) After IPA analysis, five suggestions for improving the satisfaction of tourists in ice and snow tourism destinations were put forward, including diversification of the tourism business model, construction of tourism facilities, a market diversified cultivation model, a humanized mode of tourism service and a refined management model. The results of this study will help to enrich the theory of ice and snow tourist satisfaction and promote the high-quality development of China′s ice and snow tourism in the post-Winter Olympics era.

An Empirical Study of Passengers’ Perceived Satisfaction with Monorail Service Quality: Case of Kuala Lumpur, Malaysia

The aim of the current study was to examine passengers’ perceived satisfaction with a monorail system by determining the factors that dominated their perception. For this study, 417 data points were collected through face-to-face questionnaire surveys in Kuala Lumpur, Malaysia, from 20 September 2019 to 10 December 2019. The study involved the use of several assessments to ascertain how the perceived satisfaction of passengers with the monorail service was influenced. The tests predicted which service factors fuelled this satisfaction and included an exploratory factor analysis, Spearman’s correlation test and an artificial neural network (ANN) model (termed the multilayer perceptron neural networks model) with a feed-forward backpropagation algorithm. The findings that were produced by these methods of analysing factors revealed the extraction of eight service-quality features as the key influences on the perceived satisfaction of passengers. The correlation test results revealed that these factors have a significant and positive relationship with perceived satisfaction. Finally, the ANN model with the optimum neuron number in the hidden layer is seven neurons. This model found that the dominant service quality factors that contributed to influencing passengers’ perceived satisfaction levels were (i) the provision of information, (ii) facilities, (iii) signage. The results of this study will benefit service providers, policymakers and planners in formulating effective strategies to enhance passengers’ satisfaction with the monorail service and increase the ridership.

Customer Satisfaction in Retailing Sector: A Gap Analysis

The financial reforms initiated in the year 1991 posed a lot of challenges before the Indian Retail sector. One of the major challenges that is faced by the Indian retail sector deals with customer satisfaction and loyalty. Today the customers have become more aware and rational in their approach than ever before. Formulation of marketing strategies in order to attract more and more customers is now becoming a key survival for every participant in the retail sector. Therefore, the current study is an attempt to find out gap between expected and perceived satisfaction level of customers in retail sector. For the purpose of the current study, data was collected through primary sources by framing a structured questionnaire based upon Retail Service Quality Scale by Dabholkar et al., 1996. In order to analyze the collected data, Gap Analysis and t-test have been employed. The results of the study bring out the major differences in customers' expectations and perceptions in retail sector thus showing dissatisfaction among these customers.

Product quality upgrading to create added value of loyalty with wisdom products in Samut Songkhram Province, Thailand

Recently, product quality upgrading is essential for creating value added in the product and enhancing loyalty with wisdom products and needs researchers’ attention. Therefore, the current study examines the role of product quality upgrading characteristics such as perceived quality, perceived price and perceived satisfaction level on the loyalty with wisdom products in Samut Songkhram Province, Thailand. The current study has taken the primary data from the wisdom products users using questionnaires and also applied SPSS-AMOS to analyze the collected data. The results revealed that product quality upgrading characteristics such as perceived quality, perceived price and perceived satisfaction level have a positive linkage with loyalty with wisdom products. The article guided the regulators while establishing regulations regarding loyalty with wisdom products using product quality upgrading.

Product quality upgrading to create added value of loyalty with wisdom products in Samut Songkhram Province, Thailand

Recently, product quality upgrading is essential for creating value added in the product and enhancing loyalty with wisdom products and needs researchers’ attention. Therefore, the current study examines the role of product quality upgrading characteristics such as perceived quality, perceived price and perceived satisfaction level on the loyalty with wisdom products in Samut Songkhram Province, Thailand. The current study has taken the primary data from the wisdom products users using questionnaires and also applied SPSS-AMOS to analyze the collected data. The results revealed that product quality upgrading characteristics such as perceived quality, perceived price and perceived satisfaction level have a positive linkage with loyalty with wisdom products. The article guided the regulators while establishing regulations regarding loyalty with wisdom products using product quality upgrading.

Development of comprehensive service quality assessment framework for sidewalks considering desired and actual conditions

ABSTRACT Pedestrian level of service (PLOS) of sidewalks measures pedestrians’ perceived satisfaction for walking conditions. Available PLOS models consider vehicular traffic, elements of built environment and user’s perception of walking environment for PLOS assessment. The available PLOS models which use pedestrian perception on walking environment require extensive pedestrian survey and the model outcomes are subjective. Moreover these models do not consider pedestrian desires or expectations, which forms the basis of their perceived satisfaction. This work proposes a PLOS assessment framework for sidewalks which considers an exhaustive list of built and walking environment-related factors and the pedestrian perceived gap between desired and actual sidewalk conditions. The relative importance attached by pedestrians to each factor while assessing overall sidewalk condition was obtained through expert survey using Fuzzy Hierarchy Process. A framework for objectively assessing pedestrian perceived satisfaction level for different built and walking environment-related factors is also proposed in this work.

Awareness of Organisational Responsibility and Perceived Satisfaction Level of Farmer Producer Company Shareholders of Kerala, India

The research study aimed to understand responsibility awareness and satisfaction levels of primary producers who were shareholders of different producer companies of the State of Kerala, India and analyse the relationship between socioeconomic variables with the same. Study sample constituted of 120 shareholders of different farmer producer companies in the state. The overall responsibility and satisfaction levels for the respondents were found to be 68.81% and 62.24% respectively. The study revealed that 51% of the producers had awareness about the organisational laws while only 46 % of them took effort to read the by-laws and written rules of the organisation. The lowest satisfaction levels were noted for “Input supply” and “Expert visits” components. Out of the six socioeconomic variables, three variables exhibited positive correlation with the awareness of organisational responsibility and two variables had positive correlation with satisfaction levels measured. From this study, it is clear that improving the input supply services and arranging extension services to shareholders can improve their satisfaction level with the FPCs and improve their attitude. Responsibility sensitisation may be carried out through trainings designed for this purpose to various stakeholders, with special focus on the less educated senior shareholders.

The Influence of Private Land Deer Management Cooperatives on Harvest Outcomes and Hunter Satisfaction

ABSTRACTPrivate‐land, deer‐hunting cooperatives seek to facilitate collective action to restrain buck harvest, encourage doe harvest, and improve hunter satisfaction. We evaluated 15 deer‐hunting cooperatives in southern Michigan to assess whether perceived satisfaction among 348 members was affected by deer harvest outcomes, characteristics of cooperative members, agreement over voluntarily established harvest and population management goals, and members' perceived fit with their cooperative. Our results indicate that cooperative members harvested just over 2 antlerless deer for every antlered buck, compared to an overall hunter harvest ratio of approximately 1:1 across all of southern Michigan. Perceived satisfaction levels generally increased among cooperative members after joining a cooperative. Perceived satisfaction was positively correlated with members' perceived fit within the cooperative, members' perceived agreement with other cooperative members on harvest and management goals, years of membership and antlerless harvest, and negatively associated with member age. Our results suggested that efforts to promote the formation and successful operation of private, deer‐management cooperatives may provide a way for state wildlife agencies to leverage collective action to enhance deer management capacity, boost hunter satisfaction, and potentially increase hunter recruitment, retention, and reactivation. © 2021 The Wildlife Society.

English Language Teaching as a Career in Nepal: Social Motives and Drives

Research on teacher motivation has developed and expanded since the beginning of the 21st the century and now there is a considerable increase in literature in the areas of teacher motivation research. A number of research studies have been conducted to gain insights into pre-service and in-service teachers’ reasons for choosing teaching as a career. This study aimed at exploring the social motives and drives that force individuals to opt English language teaching as a career. It also aimed at investigating perceived satisfaction level of the participants. Five teachers of English who have been teaching English at different levels of education in Nepal for twelve years now participated in this study. The narrative inquiry approach was adopted as a research design for this study. Interview was used as a method for data collection. The study revealed that social motives, beliefs and individual desires are integral for choosing English language teaching as a career in Nepal. The love for the subject, the social prestige the English teachers deserved and the passion for teaching are some of the dominant reasons regarding why individuals chose ELT as careers in Nepal. Another frequently highlighted reason for career choice among teachers was a desire to work with children and adolescents. They think that the career as an English teacher also provides them with the opportunity to make a social contribution. So, altruistic motivations are highlighted as one the important reasons for deciding to choose English teacher as a career in Nepal.

Usability Evaluation of TV Interfaces: Subjective Evaluation Vs. Objective Evaluation

ABSTRACT This study aims to design a usability test enhanced with subjective usability evaluation methods (concurrent think-aloud, post-task and posttest questionnaires) and objective usability evaluation methods (eye-tracking, emotion recognition and logging technologies). Furthermore, the relationships between the subjective metrics such as task difficulty level, PSSUQ (Post-Study System Usability Questionnaire) scores and objective metrics such as task completion time, eye tracking metrics (fixation count, fixation duration, average fixation duration, saccade count, saccade duration, scanpath length, blink count), logging metrics (keying and back keying count) and emotion recognition metrics (negative emotions count) are aimed to be analyzed. Therefore, a user testing study with 38 participants was conducted to evaluate the usability level of the TV interface of Digiturk, which is one of the digital TV broadcasting platforms in Turkey. The participants completed ten tasks related to the features of the TV interface, such as VOD (video-on-demand) watching, channel locking, and recording for future watches. Whether there is a significant difference between tasks in terms of subjective and objective metrics is investigated by using one-way ANOVA. The results show that while task completion time and task difficulty increase, values of all objective metrics increase. The relationships between the subjective and objective metrics are measured with Pearson correlation and the results show that there is a significant relationship between every subjective and objective metric except PSSUQ scores, which shows the perceived satisfaction level of the participants. Furthermore, exploratory factor analysis is performed to explore the latent structure of the usability measures. As a result of the factor analysis, a two-factor structure in which objective and subjective metrics load on two separate factors is obtained.

Unsignalized Intersection Level of Service: A Bicyclist’s Perspective

As the traffic conditions at unsignalized intersections are complex and chaotic, the perceived satisfaction levels of bicyclists are controlled by several factors. Although complex, the Bicycle Level of Service (BLOS) studies at this facility are highly important so as to improve its performance from the perspective of bicycling. This study is an initial attempt to identify and model the factors influencing BLOS at unsignalized intersections under mixed traffic conditions. For analysis purposes, extensive data sets on the geometric details and operational characteristics are collected from 70 unsignalized intersection approaches located in various parts of five Indian cities. Subsequently, eight variables (effective approach width, peak hour volume, conflicting traffic volume, and average bicycle delay, etc.) having significant influences on the perceived satisfaction levels of through bicyclists are identified. Of all these variables, the average bicycle delay is observed to have the highest influence on user-perceived BLOS. This suggests that the minimization of bicycle delay is the utmost important strategy to enhance perceived satisfaction levels of bicyclists. Further, a step-wise regression-based BLOS model has been developed for the service quality assessment at unsignalized intersection approaches. This model has shown a very good prediction ability in the present context with a coefficient of determination (R2) value of 0.83 with averaged observations. A service scale is also defined to convert the outcomes of this model to letter-graded service classes A–F (excellent–worst). The field application of these tools has shown that above 89% of the investigated sites are offering BLOS ‘C’ or inferior. This is a serious concern for the inhabitants in the long run. Hence, the modeled attributes should be prioritized (in their identified order of importance) in the transportation planning process to avail the better service classes effectively.

Sustainability and Branding in Retail: A Model of Chain of Effects

The main objective of this study is to analyse the impact of sustainable practices on companies’ corporate reputation and brand image in the retail sector as perceived by consumers. In addition, we evaluate how those practices affect consumers’ perceived satisfaction levels and their predisposition to engage in positive Word of Mouth (WOM). For the purpose of this study, the context of an emerging economy, Peru, is taken as reference. To do this, we propose a structural equation model based on a representative sample of 403 consumers. The data analysis—using the PLS software package—confirms that corporate social responsibility (CSR) positively influences both corporate reputation and brand image. These two factors jointly have an impact on consumers’ perceived satisfaction levels, which in turn help to explain the flow of positive WOM. This work is a pioneering study of the relationship between the aforementioned factors in the context of emerging economies. The final part of the article discusses the main theoretical implications and recommendations for business practice.

The Effects of Perceived Satisfaction Level of High-Involvement Product Choice Attribute of Millennial Generation on Repurchase Intention: Moderating Effect of Gender Difference

The purpose of this study is to derive various clues for the establishment of marketing strategies for companies that produce and sell high-involvement products for Millennials who are not the subject of current consumption but who will lead future consumption. For this purpose, this study aimed to derive 17 factors of high-involvement product selection attributes through FGI, and its relationship on repurchase intention after make a variable through PCA. A total of 158 valid questionnaires were used, and IPA, independent sample t-test, regression analysis, and hierarchical controlled regression analysis were performed. The results showed that overall, external and internal selection factors had a positive influence on repurchase intentions, and in particular, appealing to internal and external selection factors in order to promote repurchase intention. Meanwhile, the Millennials were found to have no gender difference. Therefore, the company producing and selling high-involvement products suggests that it is necessary to make a priority effort to secure brand awareness, trust in product producers, store trust, and product self-reputation as components of internal selection factors. It was also concluded that more strategic efforts were needed to focus on and appeal to the characteristics of the Millennial itself rather than to consider gender differences.

Service quality analysis of signalized intersections from the perspective of bicycling

IntroductionBicycling reduces the risk of various health problems associated with sedentary lifestyles. Hence, it is important to encourage bicycle commuting by enhancing the bikeability of transportation facilities. To support this process, this article proposes efficient bicycle level of service (BLOS) models for the assessment of signalized intersections under heterogeneous traffic conditions. Here, BLOS denotes bicyclists' perceived level of satisfaction. MethodExtensive data sets (geometrical, traffic operational and built-environmental) are collected from 70 well-diversified intersection approaches of India. All approaches are also rated by 200 on-site bicyclists based on their perceived satisfaction levels on a Likert scale of 1–6 (excellent–worst). The attributes having significant influences on these ratings are then identified through Spearman's correlation analysis. Subsequently, three highly efficient techniques namely, associativity functional network (FN), genetic programming (GP) and step-wise regression are utilized to develop reliable BLOS models. ResultsAs observed, the intersection BLOS is significantly (p < 0.001) influenced by total eight attributes of which crossing pedestrian volume, parking turn-over and average bicycle delay are the most dominating ones. Utilizing these variables, the FN tool has produced the most efficient BLOS model with a coefficient of determination (R2) value of 0.92 with averaged observations. Further, the classification of BLOS ratings into six symmetrical levels A–F (excellent–worst) has reported that around 86% intersection approaches in India are offering BLOS C–F. ConclusionThe important measures of BLOS improvement at signalized intersections include the efficient management of crossing pedestrians, restrictions on nearby parking activities, and minimization of bicycle delay. The deficiencies in these aspects have perhaps made the intersection approaches in India to offer BLOS C–F. The BLOS models and transportation engineering solutions proposed in this study for the improvement of public health through bicycling are highly efficient for developing countries.

Engaging students globally without leaving the comforts of home

To meet the needs of and preparing graduates to enter the 21st century business environment, higher education institutions have realized global learning is now an essential part of the knowledge and skill sets needed by business graduates. Global competency is no longer a luxury. This article describes how a regional higher education institution has implemented active learning projects and assessments which integrate global competency in the core and elective courses. Students can complete these projects and assessments without leaving the comforts of their homes, the campus, or the U.S. and still be exposed to a global experience. The purpose of the study was to examine the global competency students acquire through active learning projects and assessments in different classes. Specifically, the study sought to determine the students’ perceived satisfaction level with these global active learning experiences, and to determine if they perceived their global competency had increased. Data analysis suggests the students were gaining global competencies using active learning projects and assessments. Also, from seven of the specific courses, the students indicated they were satisfied or very satisfied with their acquired global competency in six courses. Additionally, the students’ perceived global competence increased after taking the courses which implemented these projects and assessments. Therefore, it appears students can gain global competency through active learning projects and assessments used in courses without leaving the comforts of home.

Efficacy, safety and satisfaction of sedation-analgesia in Spanish emergency departments

ObjectivesTo offer analgesia and sedation should be a priority in paediatric emergency departments. The aim of this study was to determine the effectiveness and safety of the sedation-analgesia procedure, as well as the satisfaction of the doctors, patients and parents. MethodsA multicentre, observational, and prospective analytical study was conducted on the sedation-analgesia procedure performed on children younger than 18 years old in 18 paediatric emergency departments in Spain from February 2015 until January 2016. ResultsA total of 658 procedures were recorded. The effectiveness was good in 483 cases (76.1%; 95% CI: 72.7–79.4%), partial in 138 (21.7%; 95% CI: 18.5–24.9%), and poor in 14 (2.2%; 95% CI: 1.1–3.4). The effectiveness was better when the doctor in charge was an emergency paediatrician (OR: 3.14; 95% CI: 1.10–8.95), and when a deeper level of sedation was achieved (OR: 2.37; 95% CI: 1.68–3.35). Fifty two children (8.4%) developed adverse drug reactions, more usually gastrointestinal, neurological or respiratory ones (89.9% were resolved in <2h). One patient was intubated. The older child and a deeper level of sedation were found to be independent risk factors for adverse reactions (OR: 1.18; 95% CI: 1.09–1.28 and OR: 1.86; 95% CI: 1.22–2.83, respectively). Thirteen children (5%) developed late adverse drug reactions, more commonly, dizziness and nauseas. A combination of midazolam/ketamine had been used in all the cases (RR: 24.46; 95% CI: 11.78–50.76). The perceived satisfaction level (0–10) was obtained from 604 doctors (mean: 8.54; SD: 1.95), 526 parents (mean: 8.86; SD: 1.49), and 402 children (mean: 8.78; SD: 1.70). ConclusionsThe sedation-analgesia procedure performed in paediatric emergency departments by trained paediatricians seems to be useful, effective and safe, as well as satisfactory for all participants.

SERVICE QUALITY ANALYSIS OF TWO OF THE LARGEST RETAIL CHAINS WITH MINIMART CONCEPT IN INDONESIA

Service quality is important because it makes prices more affordable, and also fulfils customer satisfaction. This bolsters trust for customers, and thereby encourages them to keep buying products at retail stores. This research uses Quality Service Analysis method to understand the gap between customers’ expectations regarding service attributes and their perceived satisfaction level. This study also uses the method of Importance and Performance Analysis to determine an attribute’s category. Therefore, it can determine which priorities should be reinforced to improve customer satisfaction. Through SERVQUAL analysis, there are 10 known attributes of each retailer that has the highest gap score. Through IPA analysis, we know that Alfamart has 7 attributes which warrant serious attention from management. This is due to the high expectations of customers on the indicator, and the fact that the management has not managed well. Meanwhile, Indomaret has 9 attributes that warrant serious attention from management.

Parental expectations of and satisfaction with the services of preschool centres

PurposeThis paper aims to study parental expectations of and satisfaction with overall services of preschool centres and to determine the factors which affect parents’ satisfaction in a part of one of Thailand’s southern provinces.Design/methodology/approachData were collected using a structured questionnaire from parents of children attending 29 day-care or preschool centres in Songkhla Province, South Thailand, over a two-month period in the Spring 2014. The data were analysed mainly using descriptive statistics and some correlation analyses with subsequent logical interpretation.FindingsGiven the location and non-compulsory nature of the childcare provision being assessed, it would seem fair to say that the answer to the overarching objective was fairly positive. Expectations were non-trivial; parents looked for more than “baby-minding” and expected there to be some appropriately qualified staff. The perceived satisfaction levels indicate that there is nevertheless scope for improvement.Research limitations/implicationsThe sample studied is from a limited geographical region of Thailand; hence, there must be some caution in making recommendations for the whole country.Practical implicationsAs the outcomes being delivered are seen to be mainly positive by parents and guardians, the policy implication for the Thai Government is that they should continue to promote, and ideally enhance, this kind of early years provision. Results suggest that Thai parents would be well advised to make use of childcare centres to promote the socialisation and development of their children.Originality/valueThe originality of the work derives from the lack of similar systematic studies in Thailand and, in particular, for the rural southern provinces.

Supplier behavior and its impact on customer satisfaction: A new characterization of negotiation behavior

Many questions of customer/supplier negotiation dynamics remain unanswered. One reason behind this is that most existing models do not entirely reflect the complex relationship between negotiation behavior and the attained outcome of the negotiation process, analyzing the former from a purely dichotomous perspective. This study examines supplier negotiation behavior and how it impacts the outcome (satisfaction) from the customer´s perspective, thereby proposing a new characterization of negotiation behavior. Our analysis is based on a case study of 21 customer/supplier negotiations carried out by four leading supermarket chains in Costa Rica. Evidence supports our proposal that in customer/supplier negotiations, supplier negotiation behavior can include both integrative and competitive actions within the same negotiation, thereby justifying our proposal of different classifications existing within the negotiation continuum. It was also noted that supplier negotiation behavior influences a customer´s perceived satisfaction level. These findings are relevant to both academia and the professional world and can be used to promote better implementation and performance of agreements attained during a negotiation.