TMs Satisfaction Research Articles

Implementasi Iso 9001:2008 dalam Mengembangkan Budaya Mutu Madrasah

The government take serious act to enhance quality of education either public or private school. One of famous way used by education organization is adopting international based quality management system. One of international based quality standard about Quality Management System is ISO 9001:2008, customer oriented quality management system. Application of Quality Management System ISO 9001:2008 in education service is the right momentum to fix quality of education especially madrasah. Application of Quality Management System ISO 9001:2008 in education organization are meant to enhance customer’s satisfaction through education organization, build awareness about the urgency of prime service to customer, teach education organization so they loyal to agreeable things, and prepare quality document. The successful of Quality Management System ISO 9001:2008 implementation affected by culture own by madrasah. Sincerity is needed to facilitate and manage culture changes into quality culture.

Interest Free Banking in Ethiopia: Customer Awareness, Satisfaction and Its Role on Economic Development

This study is aimed at evaluating the customer’s awareness and satisfaction toward Interest-free Banking and its role on Ethiopia economic development with some selected Commercial Bank in Ethiopia. To achieve the aim of the study the primary data was collected from Customers and Managers of the selected banks by using convenience method through questionnaire and interview. While, secondary data was collected by compiling and summarizing the bank’s Annual reports and Journals. The collected data was analyzed in descriptive and inferential analysis. The finding of the study depicts as low customer awareness regarding Interest-free Banking services except the Interest-free Banking account holders. Further, majority of Interest-free Banking account holders are more or less satisfied with the current Interest-free Banking services provided since, it can potentially serve as an alternative banking channel in filling the gap left unaddressed by conventional banking and economic development in relation to idle monetary resource mobilization and allocation, inviting to use banking system, creating employment opportunity, supporting GDP growth and assisting in stabilizing crisis and arresting inflation. Based on the study result it concluded as Interest Free Banking have its own role on the country economic development through mobilizing the idle monitory resource, allocating the monitory resource, creating employment opportunity, and inviting to the banking system. Therefore, it recommended as the banks should make aggressive promotion on Interest Free Banking services for customers awareness specially those of out of Muslim customers, the government has to support and should give more emphasis to enable Interest Free Banking service, promote Interest Free Banking which can help assist the economy in stabilizing economic crisis and arresting inflation.

Students’ Perception of Learning Management System Supported Smartphone: Satisfaction Analysis in Online Physics Learning

Learning Management System Supported Smartphone (LMS3) is a new and innovative application in online physics learning synchronously. The research aims to investigate the level of students’ satisfaction in using LMS3 and determine predictor variables that affect the level of students’ satisfaction. A descriptive study with survey method was implemented to 71 physics education students who attended online physics learning. The instrument in this research was a Students’ Satisfaction of LMS3 Questionnaire (S2LMS3Q). The average percentage determined the level of student’s satisfaction, and multiple correlations and multiple regressions determined the predictor variables. The level of satisfaction in using LMS3 reached a high level with an average of 76.03%. At the 0.01 significance level, the adjusted R2 value of four predictor variables was 0.393. The multiple correlation analysis showed β for each predictor variable were 0.34 for gender, 0.07 for age, 0.43 for experience in using LMS, and 0.13 for internet connection. In conclusion, the level of students’ satisfaction was high, and the most influential predictor variables were the experience in using LMS and age. This study suggests an in-depth evaluation of online learning through students’ perceptions in order to improve the quality of further learning.

Analisis Kinerja Petugas Dalam Melakukan Pelayanan Rawat Jalan di Puskesmas Kalisat

Performance is the result of quality and quantity of work accomplished by each employee based on the jobdescription or responsibility. The standard of a good performance are at least precision, intelligence, quickness, and orderliness. Kalisat Public health center has a problem which is underoptimal performance in providing service to patients so that affecting to the pastient’s satisfaction. This research was aimed to analyze employee’s performance within outpatient service in Kalisat Public health center Jember district. The method is analityc observational cross sectional design as the research method. There were 20 employees in outpatient service as the research sample obtained by saturated sampling. It was analyzed by applying the data tabulation software. This result showed that most of the employees were average in their good motivation (60%), they were good at the oppurtunity (50%),they were good at the ability (55%), and the performance of outpatient service belongs to a good category (50%). It shows that there were significant relationship between motivation, oppurtunity, ability, and performance of outpatient employees with significancy value < 0,05 and  X2 value > X2 table. The improvement efforts can be made by developing information system, division of labor improvement, good delegation of competency, and increasing training.

How School Culture and Teacher’s Work Stress Impact on Teacher’s Job Satisfaction

This study examined the impact of school culture and teachers’ stress on satisfaction among vocational teachers. Vocational school as a school with the development of work-ready skills, combine learning dual system by learning in school and work in the industry, needs to be examined as the effectiveness of teacher abilities and overall education policy. Teacher satisfaction in this study is regarding teachers' feeling level of pleasure as an upbeat assessment of the work and its environment (school). Data were collected through a survey into 142 teachers of vocational high school in Greater Jakarta, Indonesia. Data were analysed by path analysis to determine the effects among variables and processed by SPSS 24. The results showed that school culture which now impacts teacher stress equal to 1,795%, the contribution of teacher stress which is directly teacher’s job satisfaction equal to 43,296%, the contribution of school culture to teacher’s job satisfaction skill through teacher stress is 5,198%. The findings are that teacher’s job satisfaction is directly influenced by the teacher’s pressure with a dominant influence. Physical condition is the leading indicator in developing teacher’s job satisfaction skills for school in policy-making as well as a teacher. Simultaneously school culture and teacher’s stress affect teacher’s satisfaction skills by 52.3% and 47.7% influenced by other variables. This study also recommends further research to develop variables on aspects of teacher’s competence and creativity in measuring teacher satisfaction skills, both in direct and indirect influence. https://doi.org/10.26803/ijlter.19.8.22

THE RELATIONSHIP BETWEEN NURSE’S KNOWLEDGE ABOUT NURSING CARE AND PATIENT’S SATISFACTION

Background: Caring of nurses is an important component in evaluating patient satisfaction. Nurses have a big influence in determining the quality of hospital services (Rumagit, Mulyadi, & Malara, 2017).Objectives: The purpose of this study was to analyze the relationship between nurse's knowledge of nursing care and patient's satisfaction.Methods: The design of this study used descriptive correlation design with cross sectional approach. The population in this study were all nurses and patients in Asoka and Flamboyan rooms of the General Hospital of Jombang Regency. The sampling technique used Purposive Sampling with following criteria: cooperative patient, patient awareness composer, able to read and write. The sample in this study were all of Nurse Associated or who did the nursing care to patients totaling 26 people consisting of 15 nurses of Flamboyan room and 11 nurses of Asoka room. For assessing the satisfaction of the sample patients, the sample of this study were 11 patients of Asoka room and 15 patients of Flamboyan room who will return home after being hospitalized. Instrument of this study used modification of Nurse’s Knowledge about Nursing Care Questionnaire developed by Surjiyem (2017) consist of 20 items with Cronbach Alpha .635 and Patient Satisfaction Questionnaire developed by General Hospital of Jombang Regency consist of 20 items with Cronbach Alpha .660. The data of this study were analyzed by Fisher’s Exact Test with significance value less than .05.Results: Based on the research results obtained Exact Sig. (2-sided) .010, which means there is a relationship between nurses' knowledge and patient satisfaction.Conclusion: Nurse’s knowledge about nursing care related to patient’s satisfaction. Based on the results of this study, the nurses are expected to have good knowledge in nursing care, so they can provide optimal services and provide satisfaction to patients and families for these services. Keywords: Nurse’s Knowledge, Nursing Care, Patients Satisfaction

Factors Influencing Tourist’s Satisfaction based on Service Attributes of Hotels: A Study on Cox’s Bazar, Bangladesh

This study attempts to identify hotels service attributes that influence tourists’ satisfaction in the context of Cox’s Bazar, Bangladesh. Descriptive research was conducted to gain an insight into the topic and to investigate the factors. This paper reports findings based on a descriptive study. To conduct this study, a survey was administered to 300 respondents using a non-probability sampling which is a convenience sampling technique. To analyze the data, factor analysis, correlation, regression analysis and frequency distribution table was used. A conceptual model of tourist’s satisfaction based on service attributes of hotels in Cox’s Bazar was proposed based on factor and regression analysis. Seven factors emerged and were used as independent variables in the regression analysis. Findings indicate that some hotel service attributes have a direct influence on tourists’ satisfaction which make them loyal in the context of Cox’s Bazar.

Influence of Ethical Sourcing Practices on Performance of Teachers Service Commission of Kenya

Ethical sourcing practices are acceptable standards that professionals in the supply chain management should adopt to ensure sustainable institutional operations. There is more emphasis on ethical sourcing in Kenyans public procurement system since the enactment of the new constitution 2010. However, sourcing in the commission is marked with unethical practices. These ethical malpractices may damage the state agencies’ performance; undermine public confidence in governments’ leadership and governance. The purpose of the study was to analyze the influence of ethical sourcing practices on performance of Teachers Service Commission of Kenya. The study's objectives were to examine the influence of transparency practices on TSC performance, assess influence of integrity practices on performance of TSC and, to evaluate influence of accountability practices on performance of TSC. The study was guided by three theories namely: Deontological theories-Kantian ethics, Teleological theories-utilitarianism and Dynamic capabilities theory. The target population comprised of 1351 TSC secretariat staff from among seven TSC directorates and Supply Chain Management Services (SCMS). Stratified proportionate sampling was used to select a sample of 239 employees. A descriptive research design was adopted in the study. Data was collected using a semi - structured questionnaire. Descriptive and inferential statistics were used to analyze the data. Presentation was in form of percentages, frequencies, and tables. Key findings of study included: A response rate of 96.2 % was realized found to be adequate and sufficient to undertake data analysis. Majority of the respondents strongly agreed that the commission had embraced ethical sourcing practices (Transparency, integrity and accountability) and had consequently improved its customer’s satisfaction levels. The study recommends adoption of ethical sourcing practices by organizations so as to optimize their operations. The researcher recommends a similar study on other organizations both private and public based on the study’s findings, shareholders, management and policy makers in the public service sector and other sectors can make informed decisions on the ethics and organization performance. To uphold research ethics, permission to collect data was sought from the University, NACOSTI as well as Teachers’ service commission. Keywords: Transparency Practices, Integrity Practices, Accountability Practices, Teachers Service Commission

Do Farm Characteristics or Social Dynamics Explain the Conversion to Organic Farming by Dairy Farmers? An Agent-Based Model of Dairy Farming in 27 French Cantons

The drivers of conversion to organic farming, which is still a residual choice in agriculture, are poorly understood. Many scholars argue that farm characteristics can determine this choice but do not exclude the role of social dynamics. To study this issue, we developed an agent-based model in which agents' decisions to shift to organic farming are based on a comparison between satisfaction with the current situation and potential satisfaction with an alternative farming strategy. A farmer agent’s satisfaction is modelled using the Theory of Reasoned Action. This makes it necessary to compare an agent's productions over time with those of other agents to whom the former attributes considerable credibility (“important others†). Moreover, farmers make technical changes that affect their productions by imitating other credible farmers. While we first used this model to examine simple and abstract farm populations, here we also adapted it for use with data from an Agricultural Census concerning the farm characteristics of dairy farming in 27 French “cantons†. Based on domain expertise, data and previous research, we propose certain laws for modelling the impact of conversion on the farm production of milk and the environment. The simulations with “real†populations of farms confirm the important impact of farm characteristics. However, our results also suggest a complex impact of social dynamics that can favour or impede the diffusion of organic farming through dynamic implicit networks of similarity and credibility. We confirm the great importance of demographic changes in farm characteristics.

Efficacy of Different Marination Methods on Microbial Quality of Meat

Beef meat is an animal flesh food that is considered a good diet for consumption as it contains many minerals, vitamins, basic amino acids and essential fatty acids. The people prefer marinated beef meat from a few decades. Microbiological count affection food and especially pathogenic organisms of public health importance. The tenderness and flavour considered as the main factors that affect consumer’s acceptability and satisfaction. World’s beef meat production in 2016 is approximately about 321,000,000 tons. The importance of post marinated beef meat on quality and acceptability with the importance of consumer point of view as the health and diet increases as beef meat is a high source of minerals, protein, vitamins as well as some essential compounds. Samples from meat food were collected from supermarkets, Egypt. This study evaluates the effects of marinade on meat microbial quality as reduction of the microbiological count. Microbial count was carried out by using selective medium and to determine the best marinating method. The results indicated that SDS+1% give best microbial controlling buffer where decreasing bacterial and fungal count to around zero that gave marvellous results.

PENGARUH PENERAPAN TOTAL QUALITY MANAGEMENT (TQM) TERHADAP KEPUASAN KERJA KARYAWAN DI PTPN V PEKANBARU

ABSTRACT This is reseach done at PT. Perkebunan Nusantara V Pekanbaru at Rambutan street No. 43 Pekanbaru. The purpose of this research is to get to know whether the application of Total Quality Management (TQM) gives any influence to the level of employee’s satisfaction at PT. Pekebunan Nusantara V Pekanbaru either simultan easly or parcially. The population this reseach the employee of PT. Perkebunan Nusantara V Pekanbaru which are 147 employees. This research used double linier regression analysis and from the data analyzis used quantitative method by SPSS (Services For Product and Statistic Solution). Based on the result of the research that simultaneosly appreciation and confession, teawork, and the organization culture influence simutaneously to the satisfaction of the employee’s work, that parcially appreciation and confession and organisation culture give the significant influence to the satisfaction of the employee’s work at PT Perkebunan Nusantara V while the teamwork didn’t give any significant influence. This research also got from that all (three) independent variables could explains the unity variable with the perfect relationship for 31,5 persen. Keywords : TQM, The Satisfaction of the Employee’s Work

Gambaran kepuasan pasien rawat jalan terhadap pelayanan kesehatan di UPT Kesmas Payangan, Gianyar, Bali

Background: Health service is any efforts held by personal or together in an organization to maintain and increasing health as well as patient’s satisfaction. This study aims to know the outpatient patients’ satisfaction representation toward health service in UPT Kesmas Payangan.Methods: A cross-sectional descriptive study was conducted among 85 outpatient at UPT Kesmas Payangan. Sample technique used in this study was convenience sampling method. Samples are outpatient patients who were visiting UPT Kesmas Payangan and assesses using valid and reliable questionnaire regarding patient’s satisfaction based on 5 dimensions (tangible, reliability, responsiveness, assurance, empathy). Data were analyzed using SPSS version 20 for Windows.Results: Most of outpatient are satisfied at UPT Kesmas Payangan (88.2%). Based on satisfaction dimension, our study found that more patients are satisfied in reliability (82.3%), responsiveness (94.1%), assurance (92,9%), tangibles (84.7%), and empathy (88,2%). In addition, female patients are more satisfied (91,3%) than males (84,6%), following by lower level of education is more satisfied (95,2%) as well as in jobless group (100%) compared with others. According to the method of payment, group that using out of pocket method is more satisfied (90%) than using BPJS health insurance (88%).Conclusion: Most of outpatients at UPT Kesmas Payangan are satisfied with health services provided particularly in responsiveness dimension. Out of pocket as method of payment is also tend to given higher satisfaction than BPJS health insurance.

PENGARUH PERSEPSI HARGA DAN KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN DRIVER ONLINE GRAB DI YOGYAKARTA

The customer’s satisfaction is very important because it is able to increase the amount of the new costumer and the profit pf the company. The research is done to know the influence of the Price Perception and the Service Quality toward the costumer of Grab’s Online Driver in Yogyakarta. The research was done in Yogyakarta. The number data sampling are 100 respondents which was chosen randomly or Random Sampling Method. The collection of the data was done by spreading the questionnaire with using the 1 – 5 scale to measure the 23 indicator of questions. The result of the research is showing the result of the price perception variable influenced with the customer’s satisfaction, and the service quality influenced with the customer’s satisfaction. The coefficient of determination in this research is about 68.3% toward the costumer’s satisfaction.Keywords: Price Perception, Service Quality, and Costumer’s satisfaction

Effectiveness of Commuter Rail Service Toward Passenger’s Satisfaction: a Case Study from Kuala Lumpur, Malaysia

This paper’s main objective is to evaluate the quality of commuter rail service at Kuala Lumpur by conduction a commuter user survey. The study sample consisted of 400 commuter rail passengers. The results reveal that there is significant conflict between passenger’s expectation and perception of the commuter rail service quality at Kuala Lumpur. Measured value for passenger expectation are found to be consistently higher than their satisfaction, which indicate that is room for Malayan Railways Limited (KTMB) management to improve its service quality. Three out of 12 service items such as the price of ticket, the punctuality time for departure and arrival of train, and ticket counter rated as important and satisfactory, and thus should be maintained. These items are the issues that may have caused concerns for passengers and should urgently addressed by KTMB management to improve passenger’s satisfaction as well as to increase the commuter rail ridership. Â

Factors Affecting Delegation Authority toward Employees Performance

Employees are the key asset of every organization and their performance can influence the goals and objectives of organizations in a positive or negative way. The aim of this study is to develop a theoretical framework in relations to examine the effects of employee’s satisfaction and participation, delegation authority and empowerment on employee’s performance in UAE organizations. Specifically, to get an in-depth understanding of the linkage between delegation authority and employees performance with emphasize on (employee participation and employee satisfaction). This study is only limited to Dubai organizations and future research may be conducted in other countries as well as can assess the moderating role in the defined variables. By integrating employee’s satisfaction and participation, delegation authority and empowerment, and employee’s performance literature, the main contribution of this paper is the analysis of defined variables in Dubai organizations with emphasize on new challenges and to boost up the gap of relevant literature.

The satisfaction degree of the consumers in regards to the product ‘physical therapy’ in rehabilitation centres

The aim of this study is to identify the rehabilitation centre customer’s satisfaction degree taking into consideration the characteristics for this type of services. The research was conducted in the year 2018, on a group of 43 patients, with ages between 18 and 65 years. The questionnaire aimed to assess the satisfaction degree of the kinetics consumers and to spot the elements in the specialised centres that would win the loyalty of a customer. It was structured in four sections, considering the complexity of the decisional process in managing a centre, and the complex behaviour of the consumer throughout the whole session. The interpretation of the results on the basis of satisfaction scores for all the determining attributes/factors which the consumers said they were ‘very happy’ about, will ease the creation of loyalty strategies, price, product and personnel strategies, and also actions with an immediate result, to diminish the clients’ migration.
 
 Keywords: The satisfaction degree, loyal consumer, physical therapy, rehabilitation centre.

Customer’s Co-Creation for Satisfaction Enhancement: A Case Study of Budget Hotel at Rayong Province, Thailand

The objective of this research is finding the variables which effect on customer satisfaction of budget hotel by using service marketing mix model in Rayong Province of Thailand. The results find that product dimensions, price dimensions, place dimensions, promotion dimensions, people dimensions, physical evidence dimensions and process dimensions are main parameters for customer satisfaction when customers have opportunites to co-create with buget hotel. The contributions of this study give the benefits for budget hotel entrepreneurs who run the hotel businesses as they need to enhance customer’s satisfaction for their competitive advantage.

USER SATISFACTION OF E-HOMESTAY PORTALS IN MALAYSIA

The Internet has significantly improved the quality of consumers’ decision when making online bookings for homestays which is an emerging segment of hospitality in Malaysia. Drawing from DeLone and McLean’s Theory of Information System Success, this study examines the effects of information quality, system quality, and electronic service quality on user’s satisfaction of e-homestay portals. Data were collected from homestay lodgers (N=187) in Malaysia. The study reports that the antecedents of information quality, system quality and electronic service quality positively correlates with user’s satisfaction. These results provide better understanding for the service providers to better plan their homestay portals to meet the expectation of potential users. The present study also highlights the significance of homestays lodging for the hospitality and tourism industry in Malaysia. Limitations of the study and future works are noted and discussed

Service Quality: A Study of Students Satisfaction in Higher Institution

For a higher educational institution, students’ satisfaction plays an important part in the measurement of customer satisfaction in assessing service quality. Student satisfaction measures how well the expectations of a student relating to a service provided by the university. The purpose of this paper is to investigate the elements of service quality process and the learning outcome and its relationship to students’ satisfaction level. The researcher conducted the research based on the SERVQUAL model to measure the gap between students’ expectation for the service and their perception of actual service delivered. The five dimensions of service quality are studied, which include assurance, responsiveness, empathy, reliability, and tangibility. Several satisfaction levels were also evaluated include the student’s satisfaction level on the service quality of the lecturers, physical facilities, the learning outcome and their demographic profiles. The data were analysed using the SPSS software. The result indicated that the students are satisfied with the quality of the lecturers, physical facilities and the learning outcome but there are certain elements in the service delivery that need to be improved. These are indicated by the gaps between students’ expectation and their actual experience. The finding helps the management of the university understand both student expectations and perceptions of specific services, and areas that need to be improved.

Research on Virtual Cell Scheduling Considering Manager’s and Customer’s Satisfaction

The uncertain factors lead to the fuzziness of processing time, completion time and due date. Advance or delay will affect the satisfaction of manager and customer. This is very detrimental to the production schedule. Six-point fuzzy number expresses the processing time and completion time. Trapezoid fuzzy number expresses the due date. Based on membership degree, manager’s satisfaction of completion and customer’s satisfaction of due date are defined. Virtual cell scheduling model is built with the goal of maximizing manager’s average completion satisfaction and customer’s average delivery satisfaction respectively. A stable measure is presented to evaluate optimal scheme. Finally, an example is used to verify that the model can obtain a better stability.