WorldWideScience

Sample records for consumer satisfaction

  1. Consumer satisfaction in prosthetics and orthotics facilities

    NARCIS (Netherlands)

    Geertzen, J.H.B.; Gankema, H.G.J.; Groothoff, J.W.; Dijkstra, P.U.

    The aim of this study was to assess consumer/patient satisfaction with the services of the prosthetics and orthotics (P&O) facilities in the north of the Netherlands, using a modified SERVQUAL questionnaire. In this questionnaire, consumer interests and experiences are assessed on a 5-point Likert

  2. Consumer satisfaction with the services of prosthetics and orthotics facilities

    NARCIS (Netherlands)

    Bosmans, Joline; Geertzen, Jan; Dijkstra, Pieter U.

    2009-01-01

    Consumer satisfaction with the services provided in a prosthetics and orthotics (PO) facility has seldom been studied. The aim of this study was to analyze consumer satisfaction regarding the services provided by 15 PO facilities in The Netherlands. Consumers (n=1,364) of these PO facilities who

  3. Consumers satisfaction in the energy sector in Kenya

    International Nuclear Information System (INIS)

    Mutua, John; Ngui, Dianah; Osiolo, Helen; Aligula, Eric; Gachanja, James

    2012-01-01

    This paper analyzes consumer satisfaction in the energy sector in Kenya to assess the quality and level of service delivery. By use of the European Consumer Satisfaction Index (ECSI), the paper estimates consumer satisfaction in biomass, petroleum, electricity and renewable energy subsectors. The findings are that consumer satisfaction is highest in the renewable energy sub sector at 74.7% followed by petroleum at 62.8%. The electricity sub sector has the lowest consumer satisfaction of 53.06%. Further, it is found that the image of renewable energy providers is also the highest at 72.5% followed by that of petroleum companies at 63.1%. In the electricity sub sector, perceived value scored the highest at 64.2%. The paper concludes that image of a service provider, loyalty of consumers, consumer expectations, perceived value, perceived quality and the way complains are handled are very important factors that determine consumer satisfaction levels. It is recommended that for monitoring and evaluation purposes in the performance of the energy sector, the Energy RegulatoryCommission(ERC) could use the consumer satisfaction index level to evaluate whether the regulatory policies and their implementation are bearing fruit where a high index would be associated with good performance and vice versa. - Highlights: ► The paper estimates consumer satisfaction in biomass, petroleum, electricity and renewable energy subsectors. ► Consumer satisfaction is highest in the renewable energy sub sector at 74.7%. ► The electricity sub sector has the lowest consumer satisfaction of 53.06%. ► Image of renewable energy providers is also the highest at 72.5%. ► Factors explaining consumer satisfaction are; Image, consumers’ loyalty, expectations, perceived value, and perceived quality.

  4. Management support and perceived consumer satisfaction in skilled nursing facilities.

    Science.gov (United States)

    Metlen, Scott; Eveleth, Daniel; Bailey, Jeffrey J

    2005-08-01

    How managers 'manage' employees influences important firm outcomes. Heskett, Sasser, and Schlesinger contend that the level of internal support for service workers will influence consumer satisfaction. This study empirically explores how skilled nursing facility (SNF) managers affect consumer satisfaction by encouraging employee effectiveness and listening to employees to determine how to improve employee effectiveness. We extend previous research by proposing management as a form of internal support and demonstrating its relationship to service process integration, as a distinct form of internal support. The results of our individual-level investigation of 630 nursing assistants from 45 SNFs provide support for our two-part hypothesis. First, active management support and process integration, as elements of internal support, do lead to increased employee satisfaction and employee effectiveness. Second, the increased employee satisfaction and effectiveness was positively related to consumer satisfaction, as evaluated by the service workers. Thus, there is a positive influence of management's internal support of nursing assistants on perceived consumer satisfaction.

  5. Continuous research of consumer satisfaction in hotel business

    Directory of Open Access Journals (Sweden)

    Jovanović Miloš

    2007-01-01

    Full Text Available Consistent system for management of consumer satisfaction, based on continuous marketing research, contributes to more efficient adaptation of the offering package of a hotel enterprise to the expectations of target marketing segments, achieving higher level of marketing goals realization. By analyzing the degree of satisfaction through history, consumer loyalty, together with the determining factors of satisfaction and developed database on the consumer, it is possible to construct models, which provide a reliable base for prediction of future consumer behavior, giving to that particular hotel a significant competitive advantage. On the basis of information created in the system for research of satisfaction, it is possible to identify potentially attractive segments of the consumer with whom the hotel should develop very close communication and long-term relationships. .

  6. Staff Satisfaction with Administration as a Measure of Consumer Satisfaction.

    Science.gov (United States)

    Tanguma, Jesus; Luster, Jane Nell

    The school district in this study, "Special School District" (SSD), is under the administration of the Louisiana State Department of education and thus classified as a Louisiana state agency required to conform to the mandate that state agencies have performance indicators, including one for customer satisfaction. For the SSD, customer…

  7. Evaluation of consumer satisfaction using the tetra-class model.

    Science.gov (United States)

    Clerfeuille, Fabrice; Poubanne, Yannick; Vakrilova, Milena; Petrova, Guenka

    2008-09-01

    A number of studies have shown the importance of consumers' satisfaction toward pharmacy services. The measurement of patient satisfaction through different elements of services provided is challenging within the context of a dynamic economic environment. Patient satisfaction is the result of long-term established habits and expectations to the pharmacy as an institution. Few studies to date have attempted to discern whether these changes have led to increased patient satisfaction and loyalty, particularly within developing nations. The objective of this study was to evaluate the elements of the services provided in Bulgarian pharmacies and their contribution to consumer satisfaction using a tetra-class model. Three main hypotheses were tested in pharmacies to validate the model in the case of complex services. Additionally, the contribution of the different service elements to the clients' satisfaction was studied. The analysis was based on a survey of customers in central and district pharmacies in Sofia, Bulgaria. The data were analyzed through a correspondence analysis which was applied to the results of the 752 distributed questionnaires. It was observed that different dimensions of the pharmacies contribute uniquely to customer satisfaction, with consumer gender contributing greatly toward satisfaction, with type/location of pharmacy, consumer age, and educational degree also playing a part. The duration of time over which the consumers have been clients at a given pharmacy influences the subsequent service categorization. This research demonstrated that the tetra-class model is suitable for application in the pharmaceutical sector. The model results could be beneficial for both researchers and pharmacy managers.

  8. The effect of practitioner compensation on HMO consumer satisfaction.

    Science.gov (United States)

    Scoggins, John F

    2002-04-01

    To test the hypothesis that a health maintenance organization (HMO) consumer's satisfaction depends on the way his or her health plan compensates practitioners. Consumer Assessment of Health Plans (CAHPS) survey data from 1999 and 2000 were provided by the Office of Public Insurance Counsel for the state of Texas. These data were combined with the Health Plan Employer Data and Information Set (HEDIS) quality measures of managed care health plans in Texas published by the Texas Health Care Information Council. The study fitted the CAHPS survey data to an ordered-probit model. The dependent variable was customer satisfaction with the health plan, using a rating scale from 0-10. The independent variables included the percentage of health plan practitioners compensated with capitated fees, the percentage compensated with a bonus or withholding incentive, and other health plan and consumer characteristics. Consumer satisfaction with HMOs is negatively correlated with the percentage of practitioners who are compensated on a capitated-fee basis and positively correlated with the percentage of practitioners compensated with a fee-withholding incentive (e.g., a fraction of fees that are withheld until specific quality and cost-control goals are reached). Neither the percentage compensated under a bonus incentive system nor the percentage of general practitioners with board certification correlated with HMO consumer satisfaction. A managed health plan's method of practitioner compensation can affect participant satisfaction in a predictable manner.

  9. Consumer satisfaction with the services of prosthetics and orthotics facilities.

    Science.gov (United States)

    Bosmans, Joline; Geertzen, Jan; Dijkstra, Pieter U

    2009-03-01

    Consumer satisfaction with the services provided in a prosthetics and orthotics (P&O) facility has seldom been studied. The aim of this study was to analyze consumer satisfaction regarding the services provided by 15 P&O facilities in The Netherlands. Consumers (n = 1,364) of these P&O facilities who were fitted with a prosthesis, orthopaedic shoes, an orthosis, or another device, were asked to rate the overall services provided and whether they were satisfied with the device provided and its delivery time. Additionally, they filled in a modified SERVQUAL questionnaire (see Appendix). Consumers gave the service provided by P&O facilities a mean overall rating of 8.1. The highest ratings were given by consumers fitted with a prosthesis (mean overall rating of services: 8.4). In total, 78% of the consumers were satisfied with the device provided and 93% with the delivery time. The results of our study showed that, on the SERVQUAL, 50% of the statements fulfilled the criteria for a satisfactory quality of the services. The overall consumer rating of the service provided by P&O facilities is high and depends on the device provided. The outcomes on the SERVQUAL were moderate. In future, it is important to study consumer satisfaction more extensively in order to improve the quality of P&O services in daily practice. Additionally, specific questionnaires need to be developed to measure all aspects of prosthetic and orthotic care, with the aim to improve the services.

  10. Customer Satisfaction in Farmer-to-consumer Direct Marketing

    OpenAIRE

    Lulfs-Baden, Frederike; Spiller, Achim; Zuhlsdorf, Anke; Mellin, Matthias

    2008-01-01

    The importance of direct marketing for high quality farm products has increased during the past few years. This paper analyzes the impact of customer satisfaction and its driving forces for farmer-to-consumer direct marketing and is based on a customer survey among 1,537 customers in 33 organic and conventional on-farm stores in Germany. The results emphasize the role of store atmosphere, customer service and product quality as the main factors which influence customer satisfaction.

  11. The relationship between SERVQUAL, national customer satisfaction indices & consumer sentiment

    DEFF Research Database (Denmark)

    Kristensen, Kai; Eskildsen, Jacob Kjær

    2008-01-01

    The focus of this study is to integrate SERVQUAL with a national customer satisfaction index in this context the EPSI Rating framework and explore the possible relationship with consumer sentiment measures. The data for this study comes from the Danish Customer Satisfaction Index 2007. Here app....... 1700 customers have evaluated their preferred bank. The questionnaire consists of two parts: the basic EPSI statement as well as 15 statements covering the 5 dimensions from SERVQUAL. Furthermore the respondents answered two questions related to consumer sentiment. The results show that both SERVQUAL...

  12. Consumer satisfaction and confirmation of habits of comprehension

    DEFF Research Database (Denmark)

    Sørensen, Bent; Andersen, Christian; Andersen, Morten Purup

    2014-01-01

    the formation of consumer satisfaction; the perspective is that of the confirmation paradigm within advertisement research. Inductive advertisements support cognitive habit formation through confirmation, and the confirmation paradigm explains exactly consumer satisfaction with reference to confirmation. Hence......The purpose of this article is twofold: First, within a Peircean framework it shall be demonstrated how there is a relation between the compositional structure of certain types of print advertisements and their bringing about inductive comprehension, and how the consumer can be understood...... as a bundle of habits. It is the assumption that advertising that supports an inductive effect particularly appeals to the cognitive tendency of habit formation in the consumer. Second, it is asked whether advertisements that predominantly invite inductive processes of comprehension also influence...

  13. Consumers' view on determinants to food satisfaction. A qualitative approach.

    Science.gov (United States)

    Andersen, Barbara Vad; Hyldig, Grethe

    2015-12-01

    The objective of this study was to gain a better understanding of the multiple determinants to food satisfaction from a consumer perspective. The study includes two focus groups with a total of 20 consumers varying in gender, age, employment and food interest. The results were divided into sections based on the main themes that arose from analysing the focus groups; i) sensory properties, ii) physical wellbeing, iii) expectations and desires, iv) the food context and v) comparison of the importance of the various determinants to satisfaction. Factors important for food satisfaction appear before as well as during and after intake. Before intake, the important factors are; expectations and desires based on memories about previous food experiences and the context in which the food is perceived. Physical wellbeing was mentioned important for the feeling of satisfaction, included in physical wellbeing is the experience of an appropriate energy level after intake. In general the sensory experience seems to be the primary determinant to satisfaction. The hedonic experience of eating could be enhanced by the social company and knowledge about the food inclusive health value and origin. Findings from the study will prospectively be used to develop a questionnaire. The questionnaire will be applied in case studies to measure factors influential in food satisfaction. Copyright © 2015 Elsevier Ltd. All rights reserved.

  14. Consumers' use of and satisfaction with store cards | Erasmus ...

    African Journals Online (AJOL)

    Consumers' use of and satisfaction with store cards. AC Erasmus, K Lebani. Abstract. No Abstract. Full Text: EMAIL FREE FULL TEXT EMAIL FREE FULL TEXT · DOWNLOAD FULL TEXT DOWNLOAD FULL TEXT · AJOL African Journals Online. HOW TO USE AJOL... for Researchers · for Librarians · for Authors · FAQ's ...

  15. Consumer Spending and Customer Satisfaction: Untying the Knot

    OpenAIRE

    Sephton, Peter

    2012-01-01

    The recession of 2007–2009 has led to renewed interest in forecasting discretionary consumer spending and whether marketing variables contain predictive content. Using the ACSI customer satisfaction index and both linear and nonlinear methods, this note suggests the index fails to enhance our understanding of the temporal evolution of discretionary spending.

  16. 42 CFR 423.156 - Consumer satisfaction surveys.

    Science.gov (United States)

    2010-10-01

    ... 42 Public Health 3 2010-10-01 2010-10-01 false Consumer satisfaction surveys. 423.156 Section 423.156 Public Health CENTERS FOR MEDICARE & MEDICAID SERVICES, DEPARTMENT OF HEALTH AND HUMAN SERVICES (CONTINUED) MEDICARE PROGRAM VOLUNTARY MEDICARE PRESCRIPTION DRUG BENEFIT Cost Control and Quality...

  17. Beef customer satisfaction: factors affecting consumer evaluations of clod steaks.

    Science.gov (United States)

    Goodson, K J; Morgan, W W; Reagan, J O; Gwartney, B L; Courington, S M; Wise, J W; Savell, J W

    2002-02-01

    An in-home beef study evaluated consumer ratings of clod steaks (n = 1,264) as influenced by USDA quality grade (Top Choice, Low Choice, High Select, and Low Select), city (Chicago and Philadelphia), consumer segment (Beef Loyals, who are heavy consumers of beef; Budget Rotators, who are cost-driven and split meat consumption between beef and chicken; and Variety Rotators, who have higher incomes and education and split their meat consumption among beef, poultry, and other foods), degree of doneness, and cooking method. Consumers evaluated each steak for Overall Like, Tenderness, Juiciness, Flavor Like, and Flavor Amount using 10-point scales. Grilling was the predominant cooking method used, and steaks were cooked to medium-well and greater degrees of doneness. Interactions existed involving the consumer-controlled factors of degree of doneness and(or) cooking method for all consumer-evaluated traits for the clod steak (P affect any consumer evaluation traits or Warner-Bratzler shear force values (P > 0.05). One significant main effect, segment (P = 0.006), and one significant interaction, cooking method x city (P = 0.0407), existed for Overall Like ratings. Consumers in the Beef Loyals segment rated clod steaks higher in Overall Like than the other segments. Consumers in Chicago tended to give more uniform Overall Like ratings to clod steaks cooked by various methods; however, consumers in Philadelphia gave among the highest ratings to clod steaks that were fried and among the lowest to those that were grilled. Additionally, although clod steaks that were fried were given generally high ratings by consumers in Philadelphia, consumers in Chicago rated clod steaks cooked in this manner significantly lower than those in Philadelphia. Conversely, consumers in Chicago rated clod steaks that were grilled significantly higher than consumers in Philadelphia. Correlation and stepwise regression analyses indicated that Flavor Like was driving customer satisfaction of the

  18. [Consumer satisfaction study in philanthropic hospital health plans].

    Science.gov (United States)

    Gerschman, Silvia; Veiga, Luciana; Guimarães, César; Ugá, Maria Alicia Dominguez; Portela, Margareth Crisóstomo; Vasconcellos, Miguel Murat; Barbosa, Pedro Ribeiro; Lima, Sheyla Maria Lemos

    2007-01-01

    This paper presents the findings of research aimed at identifying and analyzing the argumentation and rationale that justify the satisfaction of consumers with their health plans. The qualitative method applied used the focus group technique, for which the following aspects were defined: the criteria for choosing the health plans which were considered, the composition of the group and its distribution, recruitment strategy, and infrastructure and dynamics of the meetings. The health plan beneficiaries were classified into groups according to their social class, the place where they lived, mainly, the relationship that they established with the health plan operators which enabled us to develop a typology for the plan beneficiaries. Initially, we indicated how the health plan beneficiaries assess and use the Brazilian Unified Health System (SUS), and, then, considering the types of plans defined, we evaluated their degree of satisfaction with the different aspects of health care, and identified which aspects mostly contributed explain their satisfaction.

  19. Pre-purchase information search and consumer satisfaction

    Directory of Open Access Journals (Sweden)

    D. Rousseau

    1986-04-01

    Full Text Available This survey examines the factors which determine consumer satisfaction with major household appliances. Hypotheses relating to pre-purchase information search, and product satisfaction as well as previous satisfactory store experience and subsequent repurchase behaviour are proposed and empirically tested, using data obtained from 55 consumers who patronized a large Eastern Cape hypermarket. Results indicate that product satisfaction is related more to market place variables than actual search behaviour. Repeat shopping intentions are associated with previous shopping experiences at the particular store, while the latter also contribute to product satisfaction. Marketing implications and future research directions are briefly discussed. Opsomming Hierdie studie ondersoek verbruikerstevredenheid met groter huishoudelike toebehore en die aanleidende oorsake daarvan. Hipoteses wat die verband tussen voorafinligtinginwinningsaktiwiteit en produktevredenheid ondersoek, asook vorige bevredigende winkelondervindings en gevolglike heraankoopgedrag, is empirics getoets met 'n steekproef van 55 verbruikers in 'n groot hipermark in die Oos-Kaap. Die resultate suggureer dat produktevredenheid meer verband hou met markplek-verwante veranderlikes as met inligtingsinwinninggedrag. Herhaalde koopvoornemens is geassosieer met vorige bevredigende koopervarmgs by die betrokke winkel terwyl laasgenoemde ook bydra tot produktevredenheid. Bemarkingsimplikasies en toekomstige navorsingsriglyne word ook kortliks bespreek.

  20. Effects of Consumer Search Behavior Typology on the Relationship Between Customer Satisfaction and Behavioral Intentions

    Directory of Open Access Journals (Sweden)

    Wahyuningsih

    2007-04-01

    Full Text Available The author investigates how consumer search behavior typology affects the relationship between customer satisfaction and behavioral intentions. The results show that the type of consumer as defined by whether and how they search for information (passive, rational-active, relational-dependent perceive different levels of satisfaction and performs differently on satisfaction behavioral intentions linkages. Relational-dependent and rational active consumers are found to perceive higher satisfaction levels, and to express stronger intentions to engage in positive behavioral intentions than passive consumers. The identification of satisfaction and behavioral intentions within each search type allows managers to satisfy their consumers; hence, the company will obtain higher profit.

  1. Effects of complaint behaviour and service recovery satisfaction on consumer intentions to repurchase on the internet

    NARCIS (Netherlands)

    Bijmolt, Tammo H.A.; Huizingh, Eelko K.R.E.; Krawczyk, Adriana

    2014-01-01

    Purpose This paper investigates the impact of complaint behaviour and service recovery satisfaction on consumer intentions to repurchase through Internet channels. Design/methodology/approach Using survey data from large consumer samples from 15 European countries, the authors classify consumers

  2. Everybody Brush! Consumer Satisfaction with a Tooth Decay Prevention Program.

    Science.gov (United States)

    Cunha-Cruz, Joana; Huebner, Colleen E; Ludwig, Sharity; Dysert, Jeanne; Mitchell, Melissa; Allen, Gary; Shirtcliff, R Mike; Scott, JoAnna M; Milgrom, Peter

    2017-01-01

    Twice-daily caregiver-supervised toothbrushing with fluoridated toothpaste is an effective and widely recommended strategy to prevent tooth decay in children. Qualitative research suggests that low-income caregivers know the recommendation but would benefit from toothbrushing supplies and advice about how to introduce this health behavior especially as the child becomes older and asserts autonomy to do it "myself." Our objective is to assess consumer satisfaction with the evidence-based theory-informed campaign and usefulness of materials that were home delivered. The focus of the evaluation was families with children impact of the program on toothbrushing behavior and dental-care utilization is underway.

  3. 49 CFR 579.5 - Notices, bulletins, customer satisfaction campaigns, consumer advisories, and other communications.

    Science.gov (United States)

    2010-10-01

    ... 49 Transportation 7 2010-10-01 2010-10-01 false Notices, bulletins, customer satisfaction... General § 579.5 Notices, bulletins, customer satisfaction campaigns, consumer advisories, and other... to NHTSA a copy of each communication relating to a customer satisfaction campaign, consumer advisory...

  4. Relationship Between Brand Experience, Brand Personality, Consumer Satisfaction, and Consumer Loyalty of DSSMF Brand

    OpenAIRE

    Kwong, Margie Zerlina; Candinegara, Ivan

    2014-01-01

    PT XYZ is one of the market leaders of Indonesia's tobacco market with domination in almost all segments of cigarette. However, PT XYZ is still considered unsuccessful in capturing the market of Full Flavor Machine Made Cigarette (known as SKM FF). This is proven by insignificant performance of DSSMF as PT XYZ's product under SKM FF segment, especially in Javanese market. This research is aimed to analyze the relationship of brand experience, brand personality, consumer satisfaction, and con...

  5. Effects of Consumer Search Behavior Typology on the Relationship Between Customer Satisfaction and Behavioral Intentions

    Directory of Open Access Journals (Sweden)

    Wahyuningsih Wahyuningsih

    2013-07-01

    Full Text Available The author investigates how consumer search behavior typology affects the relationship between customer satisfaction and behavioral intentions. The results show that the type of consumer as defined by whether and how they search for information (passive, rational-active, relational-dependent perceive different levels of satisfaction and performs differently on satisfaction-behavioral intentions linkages. Relational-dependent and rational-active consumers are found to perceive higher satisfaction levels, and to express stronger intentions to engage in positive behavioral intentions than passive consumers. The identification of satisfaction and behavioral intentions within each search type allows managers to satisfy their consumers; hence, the company will obtain higher profit.Keywords: consumer behavior typology, satisfaction, behavioral intentions

  6. Effects of Consumer Search Behavior Typology on the Relationship Between Customer Satisfaction and Behavioral Intentions

    OpenAIRE

    Wahyuningsih

    2007-01-01

    The author investigates how consumer search behavior typology affects the relationship between customer satisfaction and behavioral intentions. The results show that the type of consumer as defined by whether and how they search for information (passive, rational-active, relational-dependent) perceive different levels of satisfaction and performs differently on satisfaction-behavioral intentions linkages. Relational-dependent and rational-active consumers are found to perceive higher satisfac...

  7. Effects of Consumer Search Behavior Typology on the Relationship Between Customer Satisfaction and Behavioral Intentions

    OpenAIRE

    Wahyuningsih Wahyuningsih

    2013-01-01

    The author investigates how consumer search behavior typology affects the relationship between customer satisfaction and behavioral intentions. The results show that the type of consumer as defined by whether and how they search for information (passive, rational-active, relational-dependent) perceive different levels of satisfaction and performs differently on satisfaction-behavioral intentions linkages. Relational-dependent and rational-active consumers are found to perceive higher satisfac...

  8. THE DEGREE OF CONSUMER SATISFACTION WITH HOTEL SERVICES

    Directory of Open Access Journals (Sweden)

    Danka CURAKOVIĆ

    2013-07-01

    Full Text Available The customer focus is one of the principles of quality management in organizations whose decisions, policy and strategy are based on market analysis. The results of the analysis are then used in the introduction of innovation, planning, investment in order to positioning in the market and meeting customer needs. The subject of research is the degree of consumer satisfaction with hotel services in order to determining the extent to which their quality meets customer needs and preferences. For the purposes of this paper there was conducted a research of primary and secondary materials, as well as field research in the July-August 2011. The research was conducted in hotels and B&B hotels in Novi Sad. The principal part of the paper is the analysis and description of results obtained in the study. The research results can be used by hotel managers in order to improve and adapt hotel services to market needs, as well by students.

  9. Exploring consumer satisfaction with dry-cured ham in five European countries

    DEFF Research Database (Denmark)

    Resano, Helena; Perez-Cueto, Federico J. A.; Sanjuán, Ana

    2011-01-01

    This papers' objective is to investigate consumer satisfaction with dry-cured ham in five European countries. A logistic regression model has been fitted using data collected through a crosssectional web-based survey carried out in Belgium, Germany, Denmark, Poland and Greece during January 2008 (n......=2437 of which 2156 were dry-cured ham consumers). Satisfaction was evaluated as overall satisfaction, as well as specific satisfaction with healthfulness, price, convenience and taste. The findings show that the main determinant of overall satisfaction is taste satisfaction, hence, producers...... are recommended to focus on matching sensory acceptability of dry-cured ham. No significant between-country differences were found, reflecting the wide availability of this product in all countries. Consumer characteristics influenced their level of satisfaction. Men, older (age >52 years) and frequent consumers...

  10. Consumer satisfaction with pork meat and derived products in five EU countries

    DEFF Research Database (Denmark)

    Resano, Helena; Perez-Cueto, Federico J. A.; de Barcellos, Marcia Dutra

    2011-01-01

    This paper investigates consumers' satisfaction level with pork meat and derived products in 26 five European countries. Data were collected through a cross-sectional web-based survey in Belgium, Denmark, Germany, Greece, and Poland during January 2008 with a total sample of 2437 consumers. Data...... included socio-demographics and questions regarding satisfaction with 27 common pork-based products; classified into fresh pork, processed pork and pork meat products. Satisfaction was evaluated in terms of overall satisfaction, as well as satisfaction with health-giving qualities, price, convenience...... and taste. Logistic regression analyses showed taste as the main determinant of satisfaction, followed by convenience. Healthfulness is not a significant driver of overall satisfaction. Price influences satisfaction with fresh pork more than with processed products. Tasty pork, easy to prepare and consume...

  11. Customer Value, Satisfaction and Behavioral Intentions: the Effects of Consumer Search Behavior

    Directory of Open Access Journals (Sweden)

    Wahyuningsih

    2011-06-01

    Full Text Available This study develops and tests an integrative model to examine the relationships among customer value, satisfaction and behavioral intentions based upon a typology of consumer search behaviors. The model was tested using surveyed data from 546 customers of car insurance in Melbourne, Australia. The findings demonstrate that each type of consumer (passive, rational-active, relational-dependent, performs differently on the relationships among customer value, satisfaction, and behavioral intentions. The identification of value, satisfaction, and behavioral intentions within each search behavior allows managers to deliver optimal value and satisfaction to their consumers.

  12. Measures of Consumer Satisfaction in Social Welfare and Behavioral Health: A Systematic Review

    Science.gov (United States)

    Fraser, Mark W.; Wu, Shiyou

    2016-01-01

    This article reviews the origins, conceptual bases, psychometric properties, and limitations of consumer satisfaction measures in social welfare and behavioral health. Based on a systematic review of research reports published between 2003 and 2013, we identify 58 consumer satisfaction measures. On average, these measures have acceptable…

  13. Effects on consumer welfare of visitor satisfaction information: a case study of the Allegheny National Forest

    Science.gov (United States)

    Seong-Hoon Cho; Michael Bowker; Roland K.  Roberts; Seunggyu  Kim; Taeyoung  Kim; Dayton M.  Lambert

    2015-01-01

    This research quantifies changes in consumer welfare due to changes in visitor satisfaction with the availability of information about recreational sites. The authors tested the hypothesis that an improvement in visitor satisfaction with recreation information increases the number of visits to national forests, resulting in increased consumer welfare. They...

  14. Understanding the Interplay Between Consumer Knowledge, Trust and Relationship Satisfaction in Financial Services

    DEFF Research Database (Denmark)

    Hansen, Torben; Grønholdt, Lars; Josiassen, Alexander

    , this study contributes to previous research by examining how consumer knowledge O/U affects two types of trust (broad-scope trust and narrow-scope trust) and consumer relationship satisfaction. Trust does not only concern consumer trust in individual companies (i.e., narrow.-scope confidence NST), but also...... concerns consumer confidence in the broader business context in which consumers plan and implement their behavior (i.e., broad scope trust, BST). NST is defined as "the expectation that the service provider can be relied on to deliver on its promises’, while BST is defined as ‘the expectation....../U a consumer becomes, the higher/lower NST and levels of relationship satisfaction will be. Second, it is demonstrated that BST has a negative moderating effect on the relationship between knowledge O/U and satisfaction, such that knowledge O/U has a higher positive/negative effect on relationship satisfaction...

  15. Financial consumer protection and customer satisfaction. A relationship study by using factor analysis and discriminant analysis

    Directory of Open Access Journals (Sweden)

    Marimuthu SELVAKUMAR

    2015-11-01

    Full Text Available This paper tries to make an attempt to study the relationship between the financial consumer protection and customer satisfaction by using factor analysis and discriminant analysis. The main objectives of the study are to analyze the financial consumer protection in commercial banks, to examine the customer satisfaction of commercial banks and to identify the factors of financial consumer protection lead customer satisfaction. There are many research work carried out on financial consumer protection in financial literacy, but the identification of factors which lead the financial consumer protection and the relationship between financial consumer protection and the customer satisfaction is very important, Particularly for banks to improve its quality and increase the customer satisfaction. Therefore this study is carried out with the aim of identifying the factors of financial consumer protection and its influence on customer satisfaction. This study is both descriptive and analytical in nature. It covers both primary and secondary data. The primary data has been collected from the customers of commercial banks using pre-tested interview schedule and the secondary data has been collected from standard books, journals, magazines, websites and so on.

  16. Consumer satisfaction with pork meat and derived products in five European countries.

    Science.gov (United States)

    Resano, Helena; Perez-Cueto, Federico J A; de Barcellos, Marcia D; Veflen-Olsen, Nina; Grunert, Klaus G; Verbeke, Wim

    2011-02-01

    This paper investigates consumers' satisfaction level with pork meat and derived products in five European countries. Data were collected through a cross-sectional web-based survey in Belgium, Denmark, Germany, Greece, and Poland during January 2008 with a total sample of 2437 consumers. Data included socio-demographics and questions regarding satisfaction with 27 common pork-based products; classified into fresh pork, processed pork and pork meat products. Satisfaction was evaluated in terms of overall satisfaction, as well as satisfaction with health-giving qualities, price, convenience and taste. Logistic regression analyses showed taste as the main determinant of satisfaction, followed by convenience. Healthfulness is not a significant driver of overall satisfaction. Price influences satisfaction with fresh pork more than with processed products. Tasty pork, easy to prepare and consume, with adequate promotion of its healthfulness, and with a good price/quality relationship appears to be the key factor to satisfy pork consumers. Copyright © 2010 Elsevier Ltd. All rights reserved.

  17. Consumer satisfaction with dry-cured ham in five European countries.

    Science.gov (United States)

    Resano, H; Pérez-Cueto, F J A; Sanjuán, A I; de Barcellos, M D; Grunert, K G; Verbeke, W

    2011-04-01

    The objective is to investigate consumer satisfaction with dry-cured ham in five European countries. A logistic regression model has been fitted using data collected through a cross-sectional web-based survey carried out in Belgium, Germany, Denmark, Poland and Greece during January 2008 (n=2437 of which 2156 were dry-cured ham consumers). Satisfaction was evaluated as overall satisfaction, as well as specific satisfaction with healthfulness, price, convenience and taste. The findings show that the main determinant of overall satisfaction is taste satisfaction, hence, producers are recommended to focus on matching sensory acceptability of dry-cured ham. No significant between-country differences were found, reflecting the wide availability of this product in all countries. Consumer characteristics influenced their level of satisfaction. Men, older (age > 52 years) and frequent consumers of dry-cured ham consumption were more likely to be satisfied with dry-cured ham. Consumers trust the butcher's advice and they preferred purchasing dry-cured ham at a butcher shop rather than in a supermarket. © 2010 The American Meat Science Association. Published by Elsevier Ltd. All rights reserved.

  18. Everybody Brush! Consumer Satisfaction with a Tooth Decay Prevention Program

    Directory of Open Access Journals (Sweden)

    Joana Cunha-Cruz

    2017-09-01

    Full Text Available IntroductionTwice-daily caregiver-supervised toothbrushing with fluoridated toothpaste is an effective and widely recommended strategy to prevent tooth decay in children. Qualitative research suggests that low-income caregivers know the recommendation but would benefit from toothbrushing supplies and advice about how to introduce this health behavior especially as the child becomes older and asserts autonomy to do it “myself.” Our objective is to assess consumer satisfaction with the evidence-based theory-informed campaign and usefulness of materials that were home delivered. The focus of the evaluation was families with children <36 months of age because of the high incidence of disease in this population.MethodsA dental care organization designed and implemented Everybody Brush! in three counties of Central Oregon. Participants were families of Medicaid-insured children <21 years of age. Participants were randomly assigned to one of the three study groups: test (supplies, voice/printed messages, telephone support, active (supplies, and a waitlist control. Program materials were in English and Spanish. Caregivers of children <36 months were interviewed at the beginning and end of the program.ResultsA total of 83,148 toothbrushing kits were mailed to 21,743 families. In addition, 93,766 printed messages and 110,367 recorded messages were sent to half of the families. Caregivers were highly satisfied. On a global rating scale from 0 to 10 (worst to best program possible, they rated the program 9.5 on average (median: 10, SD 0.9. On a scale from 0 to 10 (not at all to very useful, mean ratings for usefulness of the toothbrushing supplies was 9.5 (SD = 1.5, for the printed postcard messages was 7.2 (SD 3.6, and for the voice telephone messages was 6.5 (SD 3.9.DiscussionA dental care organization carried out a complex community intervention designed to address excess tooth decay among low-income children. Caregivers were highly

  19. The Relationship Between SERVQUAL, National Customer Satisfaction Indices, and Consumer Sentiment

    DEFF Research Database (Denmark)

    Kristensen, Kai; Eskildsen, Jacob Kjær

    2012-01-01

    The focus of this study is to integrate SERVQUAL with a national customer satisfaction index, in this context, the Extended Performance Satisfaction Index Rating framework (EPSI Rating), the European counterpart to the American Customer Satisfaction Index, and to explore the possible relationship...... with consumer sentiment measures. The data for this study come from the Danish Customer Satisfaction Index 2007. Here approximately 1700 customers evaluated their preferred bank. The questionnaire consists of two parts: the basic EPSI statement, as well as 15 statements covering the five dimensions from...

  20. Organizational Factors Impact about Touristic Services Consumer Satisfaction

    Directory of Open Access Journals (Sweden)

    Carmen Babaita

    2006-05-01

    Full Text Available Touristic activity constitutes, through the organizational and through the quality of the services offered, one of the signs of economic and socio/cultural development of a country. This could became for Romania one of the fundamental and strategic point of economic growth that lies behind the growth of other activity sectors, not only the touristic ones. This paper attempts to provide to those who are interested, a study upon the bound that exists between the customer’s satisfaction, and the satisfaction of the employees which are part of an identical structural organization (in our case three star hotels. The aim of this paper is to analyze various organizational factors affecting hotels units located in Timisoara and the modality through which these influences the attitude and the clients¢ degree of satisfaction.

  1. CORPORATE REPUTATION INFLUENCES CONSUMER SATISFACTION AND LOYALTY: EVIDENCE FROM CELLULAR INDUSTRY OF PAKISTAN

    Directory of Open Access Journals (Sweden)

    IMRAN ALI

    2011-04-01

    Full Text Available Research suggests that it takes five times more expenses to attract new customer than to retain existing consumer. The growing concern of corporations in today’s competitive environment is to retain consumers. As a result, plenty of researches have been conducted to identify the approaches to satisfy and retain consumers. The current study examines the affects of corporate reputation on consumer satisfaction and consumer loyalty. The primary data has been collected from the consumers of cellular industry in Pakistan. The rationale behind selecting respondents from cellular industry is the intense competition, which is enduring in the cellular companies of Pakistan. The study used SPSS and AMOS to analyze the data. The correlation analysis, regression analysis, reliability analysis and model fit index analysis has been used to test hypotheses and interpret some interesting results. The study found significantly positive associations of corporate reputation on consumer satisfaction and consumer loyalty. The study also found strongly positive affects of consumer satisfaction on consumer loyalty for the case of cellular industry of Pakistan. The study proposes some useful recommendations for policy makers in the area.

  2. EXAMINING THE EFFECT OF BRAND EXPERIENCE ON CONSUMER SATISFACTION, BRAND TRUST AND BRAND LOYALTY

    OpenAIRE

    Başer, İ.; Cintamür, İ.; Arslan, F.

    2016-01-01

    This study aims to examine the direct and indirect effects of brand experienceon consumer satisfaction, brand trust and brand loyalty. It also aims to put fortha model encapsulating the notions of brand experience, consumer satisfaction and brand trust to explain the relationship between these three antecedents of brand loyalty. A face to face survey was used to collect data with the use of interviewers. The population of interest was consumers of four different brands from different product ...

  3. Impact of brand personality on satisfaction and loyalty of consumers ...

    African Journals Online (AJOL)

    The purpose of this research is to review the impact of various dimensions of brand personality which includes: honesty, qualification, being exciting, perfection, and strength on customer's satisfaction and its impact on customer's loyalty. The statistical population of this research includes customers who have used luxury ...

  4. Assessment of Consumers' Satisfaction with the Automotive Product Quality

    Science.gov (United States)

    Amineh, Hadi; Kosach, Nataliya

    2016-01-01

    Relevance of article is caused by the fact that customer's satisfaction currently serves as the mechanism allowing the carmakers to be competitive in the market. The paper describes issues of assessment of the quality of products manufactured by automobile companies. The assessment is based on widely applicable complex characteristics of the…

  5. ANALYSIS OF FACTORS INFLUENCING TRAVEL CONSUMER SATISFACTION AS REVEALED BY ONLINE COMMUNICATION PLATFORMS

    Directory of Open Access Journals (Sweden)

    Olimpia I. BAN

    2016-08-01

    Full Text Available The objective of the present empirical study is to determine the factors influencing the tourism consumer satisfaction, as it results from the evaluations posted on virtual platforms. The communication platform chosen as study is the Romanian website Amfostacolo.ro. In this case, the travel consumer satisfaction is expressed by the score of the ratings posted on the virtual platform Amfostacolo.ro and the decision to recommend or not the unit / destination. Considering the peculiarities of the communication platform studied, the elements influencing the score indicating satisfaction there can be identified as components of tourism supply and the characteristics of the reviewer. Data processing has been carried out with ordinary least squares (OLS, structural equation modeling (confirmatory factor analysis, path analysis, cluster analisys and polytomous logistic regression. The results broadly confirm the hypotheses, namely that: the type of stay and the age of the reviewer influence the satisfaction of the consumer more than the destination and number of stars of the accommodation, the age group of the reviewer influences the destination yet it is uncertain about the influence of the variables related to the holiday (the type of stay and the number of stars of the accommodation, the meal service influences more than other attributes the consumer satisfaction and the recommendation of the reviewer is influenced by the characteristics related to his person and the holiday consumed.

  6. Job stress and job satisfaction: home care workers in a consumer-directed model of care.

    Science.gov (United States)

    Delp, Linda; Wallace, Steven P; Geiger-Brown, Jeanne; Muntaner, Carles

    2010-08-01

    To investigate determinants of job satisfaction among home care workers in a consumer-directed model. Analysis of data collected from telephone interviews with 1,614 Los Angeles home care workers on the state payroll in 2003. Multivariate logistic regression analysis was used to determine the odds of job satisfaction using job stress model domains of demands, control, and support. Abuse from consumers, unpaid overtime hours, and caring for more than one consumer as well as work-health demands predict less satisfaction. Some physical and emotional demands of the dyadic care relationship are unexpectedly associated with greater job satisfaction. Social support and control, indicated by job security and union involvement, have a direct positive effect on job satisfaction. Policies that enhance the relational component of care may improve workers' ability to transform the demands of their job into dignified and satisfying labor. Adequate benefits and sufficient authorized hours of care can minimize the stress of unpaid overtime work, caring for multiple consumers, job insecurity, and the financial constraints to seeking health care. Results have implications for the structure of consumer-directed models of care and efforts to retain long-term care workers.

  7. Farmer-to-Consumer Direct Marketing: The Role of Customer Satisfaction Measurement for Service Innovations

    OpenAIRE

    Spiller, Achim; Zuhlsdorf, Anke; Mellin, Matthias

    2007-01-01

    The importance of direct marketing for high quality farm products has increased during the past few years. This paper analyses the impact of customer satisfaction and its driving forces for farmer- to-consumer direct marketing and is based on a customer survey in 33 organic and conventional on-farm stores in Germany. The results emphasise the role of store atmosphere and customer service as the main influencing factors on customer satisfaction.

  8. Consumer satisfaction and dissatisfaction in tourism as related to destination image perception

    OpenAIRE

    Chon, Kye-Sung

    1990-01-01

    The primary objective of this study was to investigate the relationship between travel destination image and the tourist satisfaction/dissatisfaction. Using the evaluative congruity theory framework, this study focused on the role of destination images in tourism with regard to consumer satisfaction/ dissatisfaction (CS/D) from the stand point of: (1) the functional congruency between the tourist's expectations and his/her perceptions of specific utilitarian (functional) ...

  9. Internal marketing in the function of improvement of consumers satisfaction

    Directory of Open Access Journals (Sweden)

    Ratković Milijanka

    2009-01-01

    Full Text Available Changes in environment inflict the new conditions which need to be adjusted to, but which should be exploited too. Internal marketing is an area which provides possibilities for effective usage of personnel potentials and as such presents potential source of competitive advantage. The concept of internal marketing directs attention toward employees' satisfaction and maintaining good, longlasting relations with them. In order to use the potential of its employees, a company has to know them very well, to motivate them, and conduct appropriate educational programmes in order to create and deliver high quality service. .

  10. Consumer satisfaction with psychiatric services: The role of shared decision making and the therapeutic relationship.

    Science.gov (United States)

    Klingaman, Elizabeth A; Medoff, Deborah R; Park, Stephanie G; Brown, Clayton H; Fang, Lijuan; Dixon, Lisa B; Hack, Samantha M; Tapscott, Stephanie L; Walsh, Mary Brighid; Kreyenbuhl, Julie A

    2015-09-01

    Although dissatisfaction is a primary reason for disengagement from outpatient psychiatric care among consumers with serious mental illnesses, little is known about predictors of their satisfaction with medication management visits. The primary purpose of this study was to explore how dimensions of consumer preferences for shared decision making (i.e., preferences for obtaining knowledge about one's mental illness, being offered and asked one's opinion about treatment options, and involvement in treatment decisions) and the therapeutic relationship (i.e., positive collaboration and type of clinician input) were related to visit satisfaction. Participants were 228 Veterans with serious mental illnesses who completed a 19-item self-report questionnaire assessing satisfaction with visits to prescribers (524 assessments) immediately after visits. In this correlational design, a 3-level mixed model with the restricted maximum likelihood estimation procedure was used to examine shared decision-making preferences and therapeutic alliance as predictors of visit satisfaction. Preferences for involvement in treatment decisions was the unique component of shared decision making associated with satisfaction, such that the more consumers desired involvement, the less satisfied they were. Positive collaboration and prescriber input were associated with greater visit satisfaction. When consumers with serious mental illnesses express preferences to be involved in shared decision making, it may not be sufficient to only provide information and treatment options; prescribers should attend to consumers' interest in involvement in actual treatment decisions. Assessment and tailoring of treatment approaches to consumer preferences for shared decision making should occur within the context of a strong therapeutic relationship. (c) 2015 APA, all rights reserved).

  11. Participation in and Satisfaction With an Exercise Program for Inpatient Mental Health Consumers.

    Science.gov (United States)

    Stanton, Robert; Donohue, Trish; Garnon, Michelle; Happell, Brenda

    2016-01-01

    This study examines attendance at, and satisfaction with, a group exercise program in an inpatient mental health setting. Thirty-two inpatients completed discharge surveys to evaluate group activities. Data were analyzed for participation and satisfaction. More inpatients (n = 16, 50%) rated exercise as "excellent" compared with all other activities. Nonattendance rates were lowest for cognitive behavioral therapy (n = 2, 6.3%), highest for the relaxation group (n = 6, 18.8%), and 12.5% (n = 4) for the group exercise program. Group exercise programs delivered by highly trained personnel are well attended and achieve high satisfaction ratings by inpatient mental health consumers. © 2015 Wiley Periodicals, Inc.

  12. Evaluation and monitoring of the satisfaction of meat and meat products consumers

    Directory of Open Access Journals (Sweden)

    Corina Constanta Rușeț

    2014-05-01

    Full Text Available The managers have to be focused on clients and satisfy their needs, so that the products meet their expectations. The evaluation and monitoring the consumers satisfaction is very important because it is a managerial instrument which offers the possibility to understand and satisfy the needs of the existing consumers. In this study we used the questionnaire as research method and after analyzing and processing the data we noticed the consumers preferences related to the meat and meat products consumption, the frequency of consumption and the places from where the consumers procure their meat and meat products.

  13. Psychometric evaluation of an inpatient consumer survey measuring satisfaction with psychiatric care.

    Science.gov (United States)

    Ortiz, Glorimar; Schacht, Lucille

    2012-01-01

    Measurement of consumers' satisfaction in psychiatric settings is important because it has been correlated with improved clinical outcomes and administrative measures of high-quality care. These consumer satisfaction measurements are actively used as performance measures required by the accreditation process and for quality improvement activities. Our objectives were (i) to re-evaluate, through exploratory factor analysis (EFA) and confirmatory factor analysis (CFA), the structure of an instrument intended to measure consumers' satisfaction with care in psychiatric settings and (ii) to examine and publish the psychometric characteristics, validity and reliability, of the Inpatient Consumer Survey (ICS). To psychometrically test the structure of the ICS, 34 878 survey results, submitted by 90 psychiatric hospitals in 2008, were extracted from the Behavioral Healthcare Performance Measurement System (BHPMS). Basic descriptive item-response and correlation analyses were performed for total surveys. Two datasets were randomly created for analysis. A random sample of 8229 survey results was used for EFA. Another random sample of 8261 consumer survey results was used for CFA. This same sample was used to perform validity and reliability analyses. The item-response analysis showed that the mean range for a disagree/agree five-point scale was 3.10-3.94. Correlation analysis showed a strong relationship between items. Six domains (dignity, rights, environment, empowerment, participation, and outcome) with internal reliabilities between good to moderate (0.87-0.73) were shown to be related to overall care satisfaction. Overall reliability for the instrument was excellent (0.94). Results from CFA provided support for the domains structure of the ICS proposed through EFA. The overall findings from this study provide evidence that the ICS is a reliable measure of consumer satisfaction in psychiatric inpatient settings. The analysis has shown the ICS to provide valid and

  14. Consumer Satisfaction with Psychiatric Services: The Role of Shared Decision-Making and the Therapeutic Relationship

    Science.gov (United States)

    Klingaman, Elizabeth A.; Medoff, Deborah R.; Park, Stephanie G.; Brown, Clayton H.; Fang, Lijuan; Dixon, Lisa B.; Hack, Samantha M.; Tapscott, Stephanie L.; Walsh, Mary Brighid; Kreyenbuhl, Julie A.

    2017-01-01

    Objective Although dissatisfaction is a primary reason for disengagement from outpatient psychiatric care among consumers with serious mental illnesses, little is known about predictors of their satisfaction with medication management visits. The primary purpose of the present study was to explore how dimensions of consumer preferences for shared decision-making (i.e., preferences for obtaining knowledge about one’s mental illness, being offered and asked one’s opinion about treatment options, and involvement in treatment decisions) and the therapeutic relationship (i.e., positive collaboration and type of clinician input) were related to visit satisfaction. Methods Participants were 228 Veterans with serious mental illnesses who completed a 19-item self-report questionnaire assessing satisfaction with visits to prescribers (n=524 assessments) immediately after visits. In this correlational design, a 3-level mixed model with the restricted maximum likelihood estimation procedure was used to examine shared decision-making preferences and therapeutic alliance as predictors of visit satisfaction. Results Preferences for involvement in treatment decisions was the unique component of shared decision-making associated with satisfaction, such that the more consumers desired involvement, the less satisfied they were. Positive collaboration and prescriber input were associated with greater visit satisfaction. Conclusions and Implications for Practice When consumers with serious mental illnesses express preferences to be involved in shared decision-making, it may not be sufficient to only provide information and treatment options; prescribers should attend to consumers’ interest in involvement in actual treatment decisions. Assessment and tailoring of treatment approaches to consumer preferences for shared decision-making should occur within the context of a strong therapeutic relationship. PMID:25664755

  15. Consumer attitudes, barriers, and meal satisfaction associated with sodium-reduced meal intake at worksite cafeterias.

    Science.gov (United States)

    Lee, Jounghee; Park, Sohyun

    2015-12-01

    Targeting consumers who consume lunches at their worksite cafeterias would be a valuable approach to reduce sodium intake in South Korea. To assess the relationships between socio-demographic factors, consumer satisfaction, attitudes, barriers and the frequency of sodium-reduced meal intake. We implemented a cross-sectional research, analyzing data from 738 consumers aged 18 years or older (327 males and 411 females) at 17 worksite cafeterias in South Korea. We used the ordinary least squares regression analysis to determine the factors related to overall satisfaction with sodium-reduced meal. General linear models with LSD tests were employed to examine the variables that differed by the frequency of sodium-reduced meal intake. Most subjects always or usually consumed the sodium-reduced meal (49%), followed by sometimes (34%) and rarely or never (18%). Diverse menus, taste and belief in the helpfulness of the sodium-reduced meal significantly increased overall satisfaction with the sodium-reduced diet (P < 0.05). We found importance of needs in the following order: 1) 'menu diversity' (4.01 points), 2) 'active promotion' (3.97 points), 3) 'display of nutrition labels in a visible location' (3.96 points), 4) 'improvement of taste' (3.88 points), and 5) 'education of sodium-reduction self-care behaviors' (3.82 points). Dietitians could lead consumers to choose sodium-reduced meals by improving their taste and providing diverse menus for the sodium-reduced meals at worksite cafeterias.

  16. Consumer evaluation and satisfaction with individual versus group parent training for children with hyperkinetic disorder (HKD).

    Science.gov (United States)

    Heubeck, Bernd G; Otte, Thomas A; Lauth, Gerhard W

    2016-09-01

    The objective of this study was to investigate the social validity of cognitive-behavioural parent training (CBPT) delivered in two formats to parents who have children with hyperkinetic disorder (HKD) with and without medication. Compared individual with group treatment as part of a multicentre randomized controlled trial. Obtained a broad range of evaluations and satisfaction ratings post-treatment and related them to pre-treatment and treatment factors. Attendance rates were high in the individual and slightly less in the group training. Levels of satisfaction were high in both treatment arms with large numbers rating the outcomes, the trainers and the overall training very favourably. Medication showed no effect on parental evaluations. Evaluation of outcomes and satisfaction with the trainer emerged as strong predictors of overall programme satisfaction. The social validity of cognitive-behavioural parent training for hyperkinetic children was supported by high levels of treatment acceptability across a range of indicators and for children with and without medication. Both forms of treatment delivery lead to high rates of consumer satisfaction. Consumer evaluations of CBPT appear independent of medication for HKD. Course satisfaction is clearly associated with two factors that trainers can affect: The parent-trainer relationship and parents' sense of achievement. Far more mothers than fathers attended the trainings. Attitudes may differ in other cultures. © 2015 The British Psychological Society.

  17. Consumed by consumer culture? Advertising’s impact on children’s materialism and life satisfaction

    NARCIS (Netherlands)

    Opree, S.J.

    2014-01-01

    Do children get consumed by consumer culture? This question occupies the thoughts of many parents, caretakers, and policymakers. Dutch children are annually exposed to approximately 9,500 television advertisements. These advertisements suggest that the good life can be obtained through the goods

  18. Beef customer satisfaction: USDA quality grade and marination effects on consumer evaluations of top round steaks.

    Science.gov (United States)

    Behrends, J M; Goodson, K J; Koohmaraie, M; Shackelford, S D; Wheeler, T L; Morgan, W W; Reagan, J O; Gwartney, B L; Wise, J W; Savell, J W

    2005-03-01

    An in-home beef study evaluated consumer ratings of top round steaks (semimembranosus) as influenced by USDA quality grade (top Choice or high Select), city (Chicago or Philadelphia), consumer segment (beef loyalists = heavy consumers of beef; budget rotators = cost-driven and split meat consumption between beef and chicken; and variety rotators = higher incomes and education and split meat consumption among beef, poultry, and other foods), degree of doneness, cooking method, and marination. Consumers evaluated each steak for overall like, tenderness, juiciness, flavor like, and flavor amount using 10-point scales (1 = dislike extremely, not at all tender, not at all juicy, dislike extremely, and none at all to 10 = like extremely, extremely tender, extremely juicy, like extremely, and an extreme amount of flavor, respectively). Quality grade affected several consumer sensory traits, with top Choice receiving higher (P Consumers in Chicago rated steaks cooked "medium and less" higher for overall like, tenderness, juiciness, flavor like, and flavor amount than those in Philadelphia (city x degree of doneness; P customers in Philadelphia received among the highest scores for overall like, tenderness, juiciness, flavor like, and flavor amount compared with any cooking method used by customers in Chicago (cooking method x city; P customers' satisfaction with top round steaks, and was the sensory trait most highly correlated to overall like, followed by tenderness, flavor amount, and juiciness. Preparation of top round steaks was crucial in consumers' likes and dislikes, and by improving flavor, higher consumer satisfaction may be achieved.

  19. Social Corporate Responsibility regarding Household Consumer Satisfaction with the Electric Power Supply Services

    Directory of Open Access Journals (Sweden)

    Maria-Ana Georgescu

    2014-02-01

    Full Text Available The issue of the practical manifestation of corporate social responsibility towards consumers is highly important to the socio-economic reality in Romania. The present paper is the result of an investigation carried out in this field and it is distinguished by two aspects. The first aspect is its target audience used for research - household consumers of electricity, who can be called "vulnerable", captive consumers. The second aspect is the specificity of the electricity market. The aim of the research was to study the relationship between corporate social responsibility, instantiated by the quality of services provided by S.C. Electrica S.A. – Electrica Distribution and Supply South Transylvania and the consumers' loyalty towards the company, in case other electricity suppliers emerge. A subsidiary aspect was the generation of a database having an impact on customer retention. We have carried out some quantitative research, based on the survey method, having a sample of 521 household consumers from the Mures County. The study we carried out proves that consumer satisfaction, their degree of satisfaction under different aspects, is a way of gaining their trust on this particular market. Those consumers with a higher degree of trust in the company are more loyal. This will result in reducing migration to another electricity supplier, in the future, when all household consumers become eligible.

  20. Understanding Consumer Interaction on Instagram: The Role of Satisfaction, Hedonism, and Content Characteristics.

    Science.gov (United States)

    Casaló, Luis V; Flavián, Carlos; Ibáñez-Sánchez, Sergio

    2017-06-01

    The increasing relevance of Instagram and its growing adoption among top brands suggest an effort to better understand consumers' behaviors within this context. The purpose of this study is to examine the role of perceived hedonism and satisfaction in determining consumers' intentions to interact and their actual interaction behaviors (the number of likes, by tapping a heart icon, and comments) in a brand's official Instagram account. Also, we investigate the effect of consumer perceptions about the characteristics of the content generated in the account (perceived originality, quantity, and quality) on their perceived hedonism and satisfaction. Data were collected in two stages from 808 members of a fashion brand's official Instagram account. First, participants answered an online questionnaire to evaluate their perceptions, satisfaction, and interaction intentions. Second, 1 month later, we measure the number of likes and comments done by each participant in the brand's official Instagram account during that month. Using partial least squares to analyze the data, perceived hedonism is found to affect both satisfaction and the intention to interact in Instagram, which in turn influences actual behavior. Besides, perceived originality is the most relevant content characteristic to develop perceived hedonism. These findings offer managers a general vision of consumers' behaviors on Instagram, highlighting the importance of hedonism to create a satisfactory experience.

  1. CONSUMERS SATISFACTION OF PUBLIC TRANSPORT MONORAIL USER IN KUALA LUMPUR

    Directory of Open Access Journals (Sweden)

    AMSORI MUHAMMAD DAS

    2013-06-01

    Full Text Available Public transport which also called public transit includes various services using shared vehicles to provide mobility to the public. Public transport is important for the societal mobility and can knowingly play a role in reducing the problems related to several transport externalities such as accidents and traffic congestion. Kuala Lumpur City has experienced growth significantly better in the field of economic, social, and other, which resulted in more intensively urban activity that boosts the demand for public transport facilities will need sufficient city. Urban public transport facilities are secure, fast, comfortable and effective environment-friendly society in terms of operating or service will encourage residents and fluency activities into one of the indicators effective and successful cities. This research seeks to identify and explore the community and user satisfaction of the effectiveness of the public transportation system monorail service, which is a modern public transport in Kuala Lumpur, and to learn and take decisions that need to maintain service facilities or obtain performance improvements and development priorities. From studies that have been conducted show that the KL monorail public transport system has the potential and growing. The average number of passengers in 2012 was 66,765 passengers per day and 3,709 passengers per hour, the percentage increase in the average number of passengers between the years 2003-2012 amounted to 11.04%. From the analysis of the method Importance Performance Analysis of factors important facilities and services according to the respondents to maintain satisfactory work performance, namely: Environmental and cleanliness in station, ticket counter, board information, punctuality of train arrival, cleanliness in the trains, security and installation of CCTV, reduce traffic congestion and environmental friendly. Factor facilities and services do not satisfy on the need to increase work

  2. A research on consumer satisfaction and shopping patterns of households in the North Eastern Savo region

    OpenAIRE

    Taavitsainen, Ossi

    2015-01-01

    This Bachelor’s thesis deals with shopping patterns of consumers and their satisfaction with local supply of goods in the North Eastern Savo region in Finland. The thesis was conducted as a follow-up research to the original research made by a student of the University of Eastern Finland in 2009-2010. The theoretical part of the thesis consists of two main topics: purchase behavior of consumers and development of online shopping. The empirical part is based on a survey, conducted among consum...

  3. The impact of store satisfaction on consumer responses in out-of-stock situations

    Directory of Open Access Journals (Sweden)

    Aleksandar Grubor

    2017-10-01

    Full Text Available Purpose – The purpose of this paper is to test a conceptual model by means of which we try to establish the influence of store satisfaction and other variables (gender, mobility and availability of alternative stores on consumers’ responses to out-of-stock (OOS situations. Design/methodology/approach – The authors used a standardized questionnaire to gather data on consumer responses to OOS and then analyzed determinants including store satisfaction (for which reliability, validity and unidimensionality were tested. The survey was conducted in the four largest cities in Serbia. All respondents were interviewed randomly, through telephone calls, whereby 392 responses were gathered. The established hypotheses were tested by means of a multinomial logit model with the use of marginal effects. Findings – The results show that store satisfaction significantly affects three out-of-stock responses (store switching, postponement and product switching, whereas, positively in the case of product switching and postponement and negatively in the case of store switching. The results also show that store satisfied consumers, regardless of other factors, are not likely to switch stores in out-of-stock situations. Originality/value – As well as managerial implications, this paper included store satisfaction as an antecedent of consumer OOS responses for the first time. In addition, the impact of this variable on OOS responses was analyzed at both levels of the availability of alternative stores, gender and mobility.

  4. Consumer attitudes towards and satisfaction with emergency contraception counselling: experience from clinic and retail pharmacy settings.

    Science.gov (United States)

    Ragland, Denise; Battle, Marlene; Kueter, Teddi J; Payakachat, Nalin

    2015-10-01

    To collectively assess consumer attitudes towards and satisfaction with emergency contraception (EC) counselling by student pharmacists in two different locations: an academic healthcare clinic and a retail pharmacy. EC counselling was provided by trained student pharmacists utilizing a standardized education toolkit. Participants were asked to rate the counselling at the end of the knowledge survey. In addition to descriptive statistics, we compared the self-reported attitudes and satisfaction with the counselling between the two sites. The majority of participants from both settings rated 'strongly agree' on the attitude and satisfaction statements for the EC counselling. Participants from the clinic setting rated higher in two of the four statements than the participants from the retail setting. Participants had positive attitudes towards and were highly satisfied with the EC counselling in both settings. EC counselling should be encouraged in practice settings. © 2014 Royal Pharmaceutical Society.

  5. Satisfaction and loyalty of consumers of educational services in the conditions of competitive fight

    Directory of Open Access Journals (Sweden)

    Velichko Natalia

    2016-03-01

    Full Text Available The study examined the need to study the satisfaction and loyalty of consumers of educational services in a competitive environment. The study proved that customer orientation is becoming a key principle in the organization of the educational process and the functioning of the quality management system at any university. It is based on the consumer organization should define the purpose of the activity and set goals to achieve it. The university is not able to adapt to the level of the individual or social community, it will inevitably be supplanted by other institutions of the educational space.

  6. Consumer satisfaction and dissatisfaction of upscale restaurant dining :a two dimensional approach

    OpenAIRE

    Sun, Lou-Hon

    1994-01-01

    Dining out is one of the most popular leisure activities in developed countries. A review of the studies on consumer satisfaction and dissatisfaction (CS/D) in restaurant dining indicates that the majority of restaurant management literature deals with the product/service dimension of restaurant dining and that the leisure dimension of restaurant dining has not been explored. This study was approached with a desire to combine the knowledge from leisure, tourism, marketing, and service managem...

  7. The impact of consumer involvement on satisfaction with and use of assistive technology.

    Science.gov (United States)

    Martin, Jay K; Martin, Liam G; Stumbo, Norma J; Morrill, Joshua H

    2011-01-01

    This exploratory study examined the relationships between consumers' involvement in the pre-purchase decision-making process, their perceptions of feeling informed, and their degree of being satisfied with and use of assistive technology (AT). Does consumer information and participation in decision-making process lead to improved satisfaction and use of AT? A link to an project-specific web-based survey, sent to several online disability forums and independent living centres, resulted in a sample of 145 individuals with a range of disabilities, who used a range of AT and were geographically dispersed. There is a significant relationship between being feeling informed and being satisfied with an AT device (F(13,278) = 27.79, p = 0.000). Feeling that personal needs were not assessed led to lower satisfaction (β = -0.15, p purchase decision-making process led to somewhat greater rates of abandonment in some categories of AT (some with small n's). Talking with other users, auditioning the device and searching the Internet are important ways for consumers to gather information. When consumers feel informed, they are more likely to be satisfied with the AT and retain it.

  8. DISCONFIRMATION AND SATISFACTION IN THE LIGHT OF CULTURE - AN ANALYSIS FOR CHINESE AND U.S. AMERICAN CONSUMERS

    OpenAIRE

    Franziska Krüger

    2011-01-01

    Literature indicates that culture influences consumers' expectations on a product or service, how they perceive performance, handle disconfirmation resulting from the comparison of expectations and perceived product or service performance, as well as their satisfaction. The study compares the confirmation/disconfirmation-paradigm between Chinese and U.S. American consumers. The influence of Hofstede's (2001) cultural dimension on disconfirmation and satisfaction is examined. The results show ...

  9. Self-expression, group affiliation, pleasure and memory as predictors of consumer product attachment and satisfaction among mobile phone users

    Directory of Open Access Journals (Sweden)

    Kagiso Tlhabano

    2013-03-01

    Full Text Available In the post-purchase behaviour of a product, there are challenges with change in the degree of consumer product attachment, and these challenges affect consumer product satisfaction overtime. This study investigated how self-expression, group affiliation, memory, and demographic variables predicted consumer product attachment and satisfaction among mobile phone users in Ibadan. Three hundred students of the University of Ibadan were selected using convenient random selection. Their mean age was 20.7 and standard deviation of 2.52. A structured questionnaire consisting of the socio demographic section, measure of self-expression, group affiliation, memory, pleasure, consumer attachment and product satisfaction was used to collect the data. Using multiple regression analysis, the results showed that self-expression, group affiliation, memories and pleasure jointly predicted consumer attachment among mobile phone users, F (4,299 = 48.47; P<0.05 and they contributed 40% to the variance of consumer attachment. Self-expression (β = 0.26, t = 4.44, P<0.05, memory (β = 0.29, t = 4.97, P<0.05, and pleasure (β = 0.28, t =5.01, P<0.05 independently predicted consumer attachment while group affiliation did not. In addition, self- expression, group affiliation, memories and pleasure jointly predicted product satisfaction, F (4,299 =39.79; P<0.05 and they contributed 35% to the variance of product satisfaction. Pleasure (β=0.596, t =10.35, P<0.05 independently predicted product satisfaction while self-expression, group affiliation and memory did not. Furthermore, age, gender, mobile type, ethnicity and religion did not jointly and independently predict consumer product satisfaction. These findings have implication for mobile phone manufacturers in terms of product improvement and building a strategic marketing channel that would meet the needs of global consumers.

  10. A Structural Scale for the Factors of Waste Sensors and Transducers Recycling Based on Consumer Satisfaction

    Directory of Open Access Journals (Sweden)

    Ming Ke

    2014-01-01

    Full Text Available This article first introduced the research results of both domestic and foreign scholars on the factors of waste sensors and transducers recycling, and in consideration of the four main bodies in waste sensors and transducers recycling, 14 influencing indicators of waste sensors and transducers recycling are extracted. Then this paper designed a questionnaire according to the 15 indicators of waste home appliance recycling, and put it on a research website. After verification of reliability and validity of the questionnaire, this paper analyzed the influencing factors of waste sensors and transducers recycling by using SPSS 13.0. Finally this article used factor analysis method to identify the representative factors. Two factors are concluded: Factor 1 mainly represents laws and regulations of government, governmental subsidy, governmental technology support, governmental market guidance, governmental monitor and control, recycling knowledge publication by government, social responsibilities of producers and recyclers, technique disposition ability of producers and recyclers, recyclers' service, therefore it could be summarized as government and enterprise disposition capability; while Factor 2 mainly represents consumers' benefit from recycling, convenience of consumers' recycling, mental satisfaction of consumers from recycling, consumers' recycling knowledge, social recycling environment, and thus they could be summarized as consumer incentive factor. This paper would provide some references for the analysis and research on influencing factors of waste sensors and transducers recycling.

  11. THE ROLE OF CONSUMER VALUES AND SOCIO-DEMOGRAPHICS IN GREEN PRODUCT SATISFACTION: THE CASE OF HYBRID CARS.

    Science.gov (United States)

    Hur, Won-Moo; Woo, Jeong; Kim, Yeonshin

    2015-10-01

    This study investigated the relationship between consumer value and customer satisfaction, seeking a better understanding of the motivations underlying "green product" purchases. Based on the influence of demographic factors, it further explores the moderation effects of buyers' socio-demographics on the link between value and satisfaction. Data were collected through a mail survey of American hybrid car buyers. Consumer value, satisfaction, and socio-demographic information were measured, and the proposed relationships among them were tested using hierarchical multiple regression analysis. This study's findings reveal that values (i.e., functional and social) significantly impact hybrid satisfaction and that the effects vary by sex and age. This research provides insight into the motivations of green product purchases by incorporating important consumer characteristics.

  12. THE EFFECTS OF MARKETING MIX ON CONSUMER SATISFACTION: A LITERATURE REVIEW FROM ISLAMIC PERSPECTIVES

    Directory of Open Access Journals (Sweden)

    Selim AHMED

    2015-02-01

    Full Text Available Customer satisfaction is one of the essential factors for the success of a company. To achieve the high customer satisfaction, companies must know when and how their customers are satisfied about the products and services. Nowadays, different companies follow different types of marketing strategies based on the target market demand. The majority of companies follow a conventional marketing strategy, but some companies choose to follow a religious or spiritual marketing strategy such as the Islamic marketing strategy. Conventional marketing strategies satisfy the customers based on the current needs of the customer, whereas, Islamic marketing strategies satisfy the customers based on the human values, marketing cultures, and Islamic rules and regulations (shariah laws. Apart from conventional marketing strategies, the Islamic marketing strategies more focus on religious rules and ethics which do not exist in conventional marketing. Thus, this study discusses how marketing mix (product, price, place and promotion influences customer satisfaction from Islamic perspectives and why it is necessary for the consumers.

  13. BRAND EXPERIENCE – HOW IT RELATES TO BRAND PERSONALITY, CONSUMER SATISFACTION AND CONSUMER LOYALTY. AN EMPIRICAL ANALYSIS OF THE ADIDAS BRAND.

    OpenAIRE

    Thomas Cleff; Silvia Dörr; Andrew Vicknair; Nadine Walter

    2013-01-01

    Brand experience has attracted a lot of attention in the Marketing practice. With consumers seeking not only functional benefits of a brand but also emotional experiences, brand experience theory attempts to provide answers on how brand experience can be measured and how it effects consumer behavior. Th is article examines the relationship between Brakus et al.’s (2009) four brand experience dimensions – sensory, aff ective, intellectual and behavioral – and customer satisfaction and loyalty ...

  14. A Study of The Factors That Influence The Level of Consumer Satisfaction Towards The Use of Internet Banking

    Directory of Open Access Journals (Sweden)

    Vivi Vivi

    2017-10-01

    Full Text Available The development of Information and Communication Technology (ICT has become an integral part of people’s life today. Various kinds of business and trade transactions have changed along with the advancement of ICT. One of the sectors that are influenced by the development in information and communication technology is banking. The presence of internet banking has brought more conveniences to the customers in conducting banking transactions anytime and anywhere. However, one of the challenges faced by banks in implementing online banking is the security factor. In addition, consumer satisfaction in conducting internet transactions can be influenced by factors of Technology Acceptance Model (TAM. Technology Acceptance Model (TAM consists of perceived usefulness and perceived ease of use and excellent service from the provider. The purpose of this study is to determine whether security, perceived usefulness, perceived ease of use, and service quality havepositive influence on internet banking consumer satisfaction. Thetype of research is explanatory research type. The research variables consisting of independent variables are security factor, perceived usefulness, perceived ease of use, and service quality; meanwhile dependent variable is internet banking consumer satisfaction. The sampling technique used is accidental sampling method combined with snowball sampling method. Datais collected through questionnaires and interviews. Methods of data analysis used is Multiple Regression Analysis. The result shows that variables of  security, perceived usefulness, perceived ease of use, and service qualitysimultaneously influence internet banking consumer satisfaction. It shows that the four variables positively affect internet banking consumer satisfaction.

  15. Consumer Satisfaction in Social Security Hospital: A Case Study of Punjab Employees Social Security Institution Hospital, Rawalpindi

    OpenAIRE

    Nasir Ayat; Mahmood Khalid

    2009-01-01

    In health care, consumer satisfaction is an important evaluation instrument to determine the quality of services. In recent years, the concept has assumed much greater significance particularly in market based health systems. Also, in World Health Organisation’s framework for health care assessment, the customer satisfaction is given due consideration. On the contrary, in developing countries particularly, the concept is one of the most ignored elements in evaluation of health care systems. P...

  16. Consumer preferences for beef color and packaging did not affect eating satisfaction.

    Science.gov (United States)

    Carpenter, C E; Cornforth, D P; Whittier, D

    2001-04-01

    We investigated whether consumer preferences for beef colors (red, purple, and brown) or for beef packaging systems (modified atmosphere, MAP; vacuum skin pack, VSP; or overwrap with polyvinyl chloride, PVC) influenced taste scores of beef steaks and patties. To test beef color effects, boneless beef top loin steaks (choice) and ground beef patties (20% fat) were packaged in different atmospheres to promote development of red, purple, and brown color. To test effects of package type, steaks and patties were pre-treated with carbon monoxide in MAP to promote development of red color, and some meat was repackaged using VSP or PVC overwrap. The differently colored and packaged meats were separately displayed for members of four consumer panels who evaluated appearance and indicated their likelihood to purchase similar meat. Next, the panelists tasted meat samples from what they had been told were the packaging treatments just observed. However, the meat samples actually served were from a single untreated steak or patty. Thus, any difference in taste scores should reflect expectations established during the visual evaluation. The same ballot and sample coding were used for both the visual and taste evaluations. Color and packaging influenced (Ppurple >brown and PVC >VSP>MAP. Appearance scores and likelihood to purchase were correlated (r=0.9). However, color or packaging did not affect (P>0.5) taste scores. Thus, consumer preferences for beef color and packaging influenced likelihood to purchase, but did not bias eating satisfaction.

  17. Evaluation of Consumer Satisfaction for the Quality of Bread Modified with Additives: A Case Study of Alborz Province

    Directory of Open Access Journals (Sweden)

    Somaye Nobari

    2016-03-01

    Full Text Available Background: Bread is the staple food of Iranian society. Attention to its health and hygiene is important. Nowadays, the use of baking soda in the production of bread has seen by most of bakers which is because of producing bread with more beautiful and appearance and is more public acceptance. Methods: In this cross-sectional study that 40 people were taken, consumer satisfaction of prepared Barbari bread using three types additives Fenugreek juice, baking soda, and tomato juice by means of questionnaires were evaluated. Results: The results of this study showed that consumer satisfaction of taste and smell (34 of 40, appearance, glazing, and quality (36 of 40 of prepared bread by tomato juice was more than Fenugreek juice and baking soda. Consumer satisfaction of taste, smell, appearance, glazing, quality, shopping satisfaction, and quality of bread over time of three types of additives (baking soda, tomato juice, and Fenugreek juice was significant (p<0.05. Conclusion: Tomato juice has the attributes necessary for public acceptance and satisfaction of consumers, nevertheless don’t have the complications of baking soda. So it can be a reasonable alternative for the processing of bread dough instead of baking soda.

  18. ANALYSIS OF THE STRATEGY AND OF THE LEVEL OF CONSUMER SATISFACTION REGARDING AN BAKERY COMPANY

    Directory of Open Access Journals (Sweden)

    Nicoleta ISAC

    2017-12-01

    Full Text Available Strategic management is a form of predictive management focused on anticipating changes and changes to be made within the firm. Under market economy conditions, each firm, irrespective of its ownership, profile or size, needs to constantly adapt to market and environmental requirements in which it operates, to improve its economic and financial performance and its ability to compete in the report with other companies. This paper presents a research on the analysis of the diversification strategy of the product according to which that the company is constantly improving its existing products and increasing its product portfolio from year to year in order to maintain market leadership and consumer satisfaction with its products.

  19. Relationships among Shopping Quality and Corporate Social Responsibility of Shopping Centers and Consumer Satisfaction: Case from Novi Sad (Serbia

    Directory of Open Access Journals (Sweden)

    Ivana Blešić

    2014-02-01

    Full Text Available Taking into consideration satisfied customer as necessary for business maintenance, companies are trying to discover determinants which have the biggest influence on their consumer satisfaction. Here are presented two factors that have influence on consumer satisfaction in shopping centers: quality of shopping and corporate social responsibility. In this research, each of these factors had six elements. The results of the regression analysis are that “Value for money in stores” (beta=0.387, p=0.000 has the greatest impact on satisfaction when shopping quality performance is concerned, and that “Retailer support for (national/local cultural and sport events“ (beta=0.333, p<0.001 has the greatest impact on satisfaction in the case of CSR performance. Further analysis showed the difference in consumer perception of corporate social responsibility, depending on their occupation and level of education. It is also important to mention that consumers with environment and empathic concern have higher scores perception of CSR. However, there is not statistically important difference in consumer perception of shopping quality in shopping centers

  20. Beef customer satisfaction: factors affecting consumer evaluations of calcium chloride-injected top sirloin steaks when given instructions for preparation.

    Science.gov (United States)

    Behrends, J M; Goodson, K J; Koohmaraie, M; Shackelford, S D; Wheeler, T L; Morgan, W W; Reagan, J O; Gwartney, B L; Wise, J W; Savell, J W

    2005-12-01

    The objectives of this study were to evaluate whether instructions can help consumers properly prepare top sirloin steaks and to evaluate the use of calcium chloride injection to decrease the sensitivity of top sirloin steaks to degree of doneness, thereby improving customer satisfaction ratings. An in-home study evaluated top sirloin steaks (gluteus medius) as influenced by calcium chloride injection (injected vs. noninjected), consumer segment (beef loyalists = heavy consumers of beef, budget rotators = cost-driven and split meat consumption between beef and chicken, and variety rotators = higher incomes and education and split meat consumption among beef, poultry, and other foods), degree of doneness, cooking method, and instructions (given vs. not given). Consumers evaluated overall like, tenderness, juiciness, flavor like, and flavor amount using 10-point scales. Beef loyalists consistently rated steaks higher for overall like, juiciness, and flavor when instructions were provided (P satisfaction, and beef loyalists benefited the most from providing cooking instructions.

  1. Family Medicine in a Consumer Age — Part 4: Preventive Medicine, Professional Satisfaction, and the Rise of Consumerism

    Science.gov (United States)

    Warner, Morton M.

    1977-01-01

    In an attempt to find out if the physician perceives the same strengths and weaknesses in today's practice of family medicine as does the consumer, the Lay Advisory Committee of the College's B.C. Chapter initiated a survey of physicians' and consumers' attitudes. This article, the fourth and last in a series, presents some of the results of the survey as they relate to preventive-medicine, professional satisfaction and the rise of consumerism.

  2. Consumer awareness, satisfaction, motivation and perceived benefits from using an after-hours GP helpline - A mixed methods study.

    Science.gov (United States)

    McKenzie, Rosemary

    2016-07-01

    The 'after hours GP helpline' (AGPH) was added to the nurse triage and advice services in Australia in July 2011 with the intention of improving access to general practitioner (GP) advice in the after-hours period. The objectives of the article are to examine consumer awareness, satisfaction, motivation for use and perceived benefits of using the AGPH. A mixed-methods approach used secondary data on population awareness and caller satisfaction, and an in-depth qualitative study of consumers. Awareness of the service was low but satisfaction was high. Users called the service because they did not know what to do, were afraid and/or could not access a health service after hours. Users derived reassurance and increased confidence in managing their health. A conceptual model identifying three experiential domains of dependence, access and health literacy illustrates the relationship between motivation for use and perceived benefits. The model may help to target the service to those who will benefit most.

  3. The Impact of Consumer Knowledge Bias on Narrow-Scope Trust, Broad-Scope Trust, and Relationship Satisfaction

    DEFF Research Database (Denmark)

    Hansen, Torben; Grønholdt, Lars; Josiassen, Alexander

    2016-01-01

    This study investigates how consumer knowledge bias - defined as knowledge over/underconfidence (O/U) - influences two types of trust (broad-scope trust and narrow-scope trust) and consumer relationship satisfaction. Based on a survey comprising 756 mutual fund investors, the contribution...... of this study to the marketing literature is twofold. First, taking a marketing relationship approach this study suggests and demonstrates that knowledge O/U positively influences relationship satisfaction and narrow-scope trust such that the more knowledge O/U a customer becomes, the higher/lower the level...... is low compared to high. Notably, the study findings strongly suggest that marketing managers should carry out their relationship satisfaction and trust improvement efforts relative to the combination of customers‟ subjective and objective knowledge....

  4. Investigating the impact of consumer values and advocacy behavior on buying decision satisfac-tion: A study through gender lens

    Directory of Open Access Journals (Sweden)

    Raja Ahmed Jamil

    2017-04-01

    Full Text Available Consumer’s values, Cultural values, Emotional Values and Word of mouth expressiveness, are good predictors for their buying decision satisfaction. In current study sample of 500 was taken to assess the consumer’s buying decision satisfaction in relation to the importance of their values associated with those decisions. This study also reveals how gender influences buying decision satisfaction. Consumer values have a positive and significant impact on buying decision satisfac-tion. While evaluation on the basis of gender and females have more emotional and word of mouth linkages than males, on the contrary to this, males are more concerned with cultural val-ues, and are less expressive and have a tendency to suppress their emotions while making buy-ing decisions.

  5. Some more evidence in the discussion of the ambiguities surrounding consumer perceived value and consumer satisfaction: A new perspective on the role of mass communication theories

    OpenAIRE

    Spais, George S.; Vasileiou, Konstantinos Z.

    2008-01-01

    The major objective of this study is to test two alternative models in order to investigate whether customer value and satisfaction represent two theoretically and empirically distinct concepts. We address the core research themes of our study using a survey. This paper contributes to marketing research by introducing a new parameter (the examination of the mass communication theories) at the growing discussion about the ambiguities surrounding marketing constructs, such as consumer perceived...

  6. Satisfaction

    NARCIS (Netherlands)

    van der Voordt, Theo; Brunia, Sandra; Appel - Meulenbroek, Rianne; Jensen, P.A.; van der Voordt, T.

    2016-01-01

    This chapter presents some findings from surveys on employee satisfaction in different work environments in the Netherlands and various other European countries. It first discusses why employee satisfaction is relevant for organisations and which factors may influence employee satisfaction. Then the

  7. Early Experience with Employee Choice of Consumer-Directed Health Plans and Satisfaction with Enrollment

    Science.gov (United States)

    Fowles, Jinnet Briggs; Kind, Elizabeth A; Braun, Barbara L; Bertko, John

    2004-01-01

    Objective To assess the initial impact of offering consumer-defined health plan (CDHP) options on employees. Data Sources/Study Setting A mail survey of 4,680 employees in the corporate offices of Humana Inc. in June 2001. Study Design The study was a cross-sectional mail survey of employees aged 18 and older who were eligible for health care benefits. The survey was conducted following open enrollment. The primary outcome is the choice of consumer-directed health plan or not; the secondary outcome is satisfaction with the enrollment process. Important covariates include sociodemographic characteristics (age, gender, race, educational level, exempt or nonexempt status, type of coverage), health status, health care utilization, and plan design preferences. Data Collection Methods A six-page questionnaire was mailed to the home of each employee, followed by a reminder postcard and two subsequent mailings to nonrespondents. Principal Findings The response rate was 66.2 percent. Seven percent selected one of the two new plan options. Because there were no meaningful differences between employees choosing either of the two new options, these groups were combined in multivariate analysis. A logistic regression modeled the likelihood of choosing the novel plan options. Those selecting the new plans were less likely to be black (odds ratio [OR] 0.46), less likely to have only Humana coverage (OR 0.30), and more likely to have single coverage (OR 1.77). They were less likely to have a chronic health problem (OR 0.56) and more likely to have had no recent medical visits (OR 3.21). They were more likely to believe that lowest premiums were the most important plan attribute (OR 2.89) and to think there were big differences in the premiums of available plans (OR 5.19). Employees in fair or poor health were more likely to have a difficult time during the online enrollment process. They were more likely to find the communications very helpful (OR 0.42) and the benefits

  8. CONSUMER BEHAVIOUR AND SATISFACTION TOWARDS ONLINE SHOPPING – A STUDY WITH REFERENCE TO TIRUPPUR DISTRICT

    OpenAIRE

    Dr. A. Lakshmanan; Dr. V. Karthik

    2018-01-01

    Consumer psychology is the study of the interactions between consumers and organizations that produce consumer products. Consumer behaviour has been of interest to organizational psychologists since the beginning of the field. Consumer behaviour could be conditioned and therefore, predicted and controlled just like any other kind of behaviour. The study of consumer helps the firms and organizations to improve their marketing strategies. Commerce has evolved over the centuries. Prior to the ev...

  9. Positive mood as a mediator of the relations among musical preference, postconsumption product evaluation, and consumer satisfaction.

    Science.gov (United States)

    Teng, Ching-I; Tseng, Hsu-Min; Wu, Heng-Hui

    2007-06-01

    This study of how positive mood mediates the influences of musical preference and postconsumption product evaluation on consumer satisfaction focuses specifically on a model in which positive mood fully mediates the influences. The proposed model is compared with two competing models, and a structural equation model is used to test and compare the three theory-driven models. This study sampled 247 students majoring in management at a single university. They had mean age of 23 yr. (SD=2.5). This study used questionnaires to measure subjects' evaluations of a cup of coffee, preference for the music broadcast in the coffee shop, positive mood, and satisfaction after they had the coffee. Analysis indicated that the proposed model outperformed the two competing models in describing the data using chi-square difference tests. Positive mood was identified as a full mediator of the relationship between musical preference and consumer satisfaction. Moreover, the results demonstrate for service managers the importance of creating positive consumer mood.

  10. Consumer satisfaction with the Child and Adolescent Mental Health Service and its association with treatment outcome: a 3-4-year follow-up study.

    Science.gov (United States)

    Solberg, Cathrine; Larsson, Bo; Jozefiak, Thomas

    2015-04-01

    Consumer satisfaction studies with the Child and Adolescent Mental Health Service (CAMHS) have mainly assessed evaluations in a short-term follow-up perspective. Adolescent reports with CAMHS have not been included nationally. The purposes of this study were to explore adolescent and parental satisfaction with the CAMHS in a 3-4-year follow-up perspective, and to examine the relationships between reported consumer satisfaction and clinical parameters such as reason for adolescent referral, emotional/behavioral symptoms and treatment outcome. Of 190 adolescent-parent pairs in a sample of CAMHS outpatients, 120 completed a Consumer Satisfaction Questionnaire. Parents assessed adolescent emotional/behavior problems both at baseline and at follow-up by completing the Child Behavior Checklist (CBCL). Correlations were examined between adolescent and parental evaluations. The relationships between service satisfaction and symptom load at baseline and follow-up and treatment outcome at follow-up were explored. Overall, adolescents and parents were satisfied with the services received from the CAMHS. The correlations between adolescent and parent consumer satisfaction ratings were low to moderate. Consumer satisfaction was significantly and negatively correlated with symptom load on the CBCL Total Problems scores at baseline, but not at follow-up. There was no difference in satisfaction levels between those who improved after treatment and those who did not. Given the differences in informant ratings of consumer satisfaction, it is important to include both adolescent and parental perceptions in evaluations of CAMHS services and treatment outcomes. Consumer satisfaction should serve as a supplement to established standardized outcome measures.

  11. THE EFFECTS OF MARKETING MIX ON CONSUMER SATISFACTION: A LITERATURE REVIEW FROM ISLAMIC PERSPECTIVES

    OpenAIRE

    Selim AHMED; Md. Habibur RAHMAN

    2015-01-01

    Customer satisfaction is one of the essential factors for the success of a company. To achieve the high customer satisfaction, companies must know when and how their customers are satisfied about the products and services. Nowadays, different companies follow different types of marketing strategies based on the target market demand. The majority of companies follow a conventional marketing strategy, but some companies choose to follow a religious or spiritual marketing strategy such as the Is...

  12. Improving Consumer Satisfaction with Addiction Treatment: An Analysis of Alumni Preferences.

    Science.gov (United States)

    Sanghani, Ruchi M; Moler, Alexander K

    2015-01-01

    Objective. The primary objective of this investigation is to determine which individual and aggregate factors of residential addiction treatment centers are most significant influencers of alumni satisfaction. Design. Survey targeted alumni of residential addiction treatment facilities. Alumni were queried through a survey, which utilized Likert-scale matrices and binary response options: 379 respondents met the completion threshold. Alumni rated amenities and individual and group counseling factors; additionally, respondents provided feedback on two satisfaction proxies: cost worthiness and future recommendations. Descriptive and relational analyses were conducted, with the latter utilizing logistic regression models. Results. Individual factors' scores of group counseling, and overall aggregate group counseling score, are most enthusiastically positive. Group counseling is also the most significant influencer of satisfaction. Other significant influencers of satisfaction are met expectations for individual counseling and psychiatric care offerings. Conclusions. While individual counseling and facility amenities should not be ignored, group counseling may be the most significant influencer of alumni satisfaction. Long-term outcomes are not single-faceted; however, treatment providers should be encouraged to invest in high-quality group counseling offerings in order to best satisfy, and thereby empower, clients.

  13. Improving Consumer Satisfaction with Addiction Treatment: An Analysis of Alumni Preferences

    Directory of Open Access Journals (Sweden)

    Ruchi M. Sanghani

    2015-01-01

    Full Text Available Objective. The primary objective of this investigation is to determine which individual and aggregate factors of residential addiction treatment centers are most significant influencers of alumni satisfaction. Design. Survey targeted alumni of residential addiction treatment facilities. Alumni were queried through a survey, which utilized Likert-scale matrices and binary response options: 379 respondents met the completion threshold. Alumni rated amenities and individual and group counseling factors; additionally, respondents provided feedback on two satisfaction proxies: cost worthiness and future recommendations. Descriptive and relational analyses were conducted, with the latter utilizing logistic regression models. Results. Individual factors’ scores of group counseling, and overall aggregate group counseling score, are most enthusiastically positive. Group counseling is also the most significant influencer of satisfaction. Other significant influencers of satisfaction are met expectations for individual counseling and psychiatric care offerings. Conclusions. While individual counseling and facility amenities should not be ignored, group counseling may be the most significant influencer of alumni satisfaction. Long-term outcomes are not single-faceted; however, treatment providers should be encouraged to invest in high-quality group counseling offerings in order to best satisfy, and thereby empower, clients.

  14. Satisfaction of needs by increasing consumer loyalty (following an example of antique furniture trade)

    OpenAIRE

    Bieliūnas, Andrius

    2007-01-01

    Customer loyalty and customer satisfaction are one of the most important factors that influence company‘s competitive advantage in the market. The company’s success in the market depends on how company looks for customers, how it is satisfying them and it is trying to keep them. To do that the company needs to understand what factors influence the satisfaction with the product or service and what factors influence the customer’s decision to buy that product or service and what influence the l...

  15. Improving Undergraduate Student Satisfaction with the Consumer Behavior Course: Will Interactive Technology Help?

    Science.gov (United States)

    Eastman, Jacqueline K.; Iyer, Rajesh; Eastman, Kevin L.

    2011-01-01

    In this paper, we measure the impact of interactive technology on student satisfaction and find support for the hypothesis that students who find a class is more interesting because of the use of interactive technology will be more satisfied with the course. The results also support the hypothesis that if students like the course, they will be…

  16. Consumer satisfaction among patients and their general practitioners about involving nurse specialists in primary care for patients with urinary incontinence.

    Science.gov (United States)

    Albers-Heitner, Pytha; Winkens, Ron; Berghmans, Bary; Joore, Manuela; Nieman, Fred; Severens, Johan; Lagro-Janssen, Toine

    2013-06-01

    Urinary incontinence (UI) is a very common problem, but existing guidelines on UI are not followed. To bring care in line with guidelines, we planned an intervention to involve nurse specialists on UI in primary care and assessed this in a randomised controlled trial. Alongside this intervention, we assessed consumer satisfaction among patients and general practitioners (GPs). Patients' satisfaction with the care provided by either nurse specialists (intervention group) or GPs (control group), respectively, was measured with a self-completed questionnaire. GPs' views on the involvement of nurse specialists were measured in a structured telephone interview. The patient satisfaction score on the care offered by nurse specialists was 8.4 (scale 1-10), vs. 6.7 for care-as-usual by GPs. Over 85% of patients would recommend nurse specialist care to their best friends and 77% of the GPs considered the role of the nurse specialist to be beneficial, giving it a mean score of 7.2. Although the sample was relatively small and the stability of the results only provisionally established, substituting UI care from GP to nurse specialist appears to be welcomed by both patients and GPs. Small changes like giving additional UI-specific information and devoting more attention to UI (which had been given little attention before) would provide a simple instrument to stimulate patients to change their behaviour in the right direction. © 2012 Nordic College of Caring Science.

  17. A Developing Model Of Relationship Among Service Quality, Consumer Satisfaction, Loyalty and Word of Mouth In Islamic Banking

    Directory of Open Access Journals (Sweden)

    S. Suryani

    2015-03-01

    Full Text Available This  research  aims  to  develop  a  measurement  tool  of  service  quality  in  Islamic banking sector, and examine its relationship among satisfaction, word of mouth (WOM,  and  consumer  loyalty.  A  convenience  sampling  of  235  respondents collected  from  seven  locations  in  the  Lhokseumawe,  Aceh.  Partial  least  square -structural equation modeling- (PLS-SEM was used to test the research hypotheses. The results revealed that the quality of service has four dimensions, they are: service portfolio and assurance/SPA, tangibles/TAN, reliability of communication/COM, and Islamic values/IVA. The PLS-SEM results suggest that SPA and COM are dominant factors affecting satisfaction, and satisfaction were significantly related to WOM and loyalty. Loyalty also positively and significantly related to WOM.DOI:10.15408/aiq.v7i1.1357

  18. Level of Satisfaction of Educational Services Consumers. Impact and Consequences for the Responsibility of an Economics Faculty

    Directory of Open Access Journals (Sweden)

    Gheorghe Săvoiu

    2014-02-01

    Full Text Available The aims of this paper are to provide a conceptual delimitation of educational services and their main and secondary components, and to quantify the level of satisfaction of specific consumers in academic organizations specializing in economics, with a view to restructuring their responsibilities. The method of statistical investigation is the thorough investigation including the graduates of bachelor and master courses in the accounting economic field, based on a questionnaire assessing the opinions of 138 graduates from the Faculty of Economics of Pitesti, which covers the full spectrum of 93 distinct variables. The databases were analyzed from a descriptive statistical standpoint with the software package Eviews, focusing on the normality of distributions. The major assumptions concern identifying variables intensely associated with the level of satisfaction of educational services consumers, for the first three and six main service categories, defined by 36 variables marked by respondents, plus another three and respectively six categories in further 15 variables, which define secondary educational services (according to the correlation ratio. Educational organizations belonging to the academic area are naturally concerned with the requirements expressed in the complex concept of satisfaction of those trained through the programs and specializations of a faculty (in this case, an economic faculty, with the aim that the educational services provided in a sustainable manner should cover nearly all their expectations as consumers (students and MA trainees, and also the educational requirements for shaping and training skills that the graduates need in order to succeed in the labour market. The differentiated behaviours of the consumers of educational services can be found at the end of the paper, in a number of econometric models that allow a coherent strategy; they lend a much greater responsibility to the organization doing the job, namely by

  19. Exploring antecedents of consumer satisfaction and repeated search behavior on e-health information.

    Science.gov (United States)

    Lee, Yun Jung; Park, Jungkun; Widdows, Richard

    2009-03-01

    E-health information has become an important resource for people seeking health information. Even though many studies have been conducted to examine the quality of e-health information, only a few studies have explored the effects of the information seekers' motivations on the perceived quality of e-health information. There is even less information about repeated searches for e-health information after the users' initial experience of e-health information use. Using an online survey of information seekers, 252 e-health information users' responses were collected. The research examines the relationship among motivation, perceived quality, satisfaction, and intention to repeat-search e-health information. The results identify motivations to search e-health information and confirm the relationship among motivation, perceived quality dimensions, and satisfaction and intention to repeat searches for e-health information.

  20. Assessment of the impact of educational services quality on consumer satisfaction and loyalty

    Directory of Open Access Journals (Sweden)

    Untaru Elena- Nicoleta

    2018-01-01

    Full Text Available The present paper aims to determine the way in which the quality of the services provided by a private kindergarten from the city of Braşov impacts the satisfaction and loyalty of the parents as service beneficiaries. Thus, the objectives of the research have taken into account the analysis of the parents’ expectations and perceptions regarding the services offered by the kindergarten, as well as the differences between them, using the Servqual model, the analysis of the correlation between perceptions and satisfaction, perception and loyalty variables, as well as the evaluation of the general quality of the service. The results of the research indicate that the kindergarten should identify the most efficient strategies for improving medical services, personnel training, daily menu, modernizing the safety systems, purchasing outdoors playground equipment and fixing the exterior aspect of the building.

  1. Consumer satisfaction with tertiary healthcare in China: findings from the 2015 China National Patient Survey.

    Science.gov (United States)

    Sun, Jing; Hu, Guangyu; Ma, Jing; Chen, Yin; Wu, Laiyang; Liu, Qiannan; Hu, Jia; Livoti, Christine; Jiang, Yu; Liu, Yuanli

    2017-04-01

    This study aims to develop understanding of Chinese patient satisfaction with tertiary hospitals. The study draws on data collected from the 2015 China National Patient Survey. A Likert five-point scale was used to formulate the questionnaires. Descriptive analysis and logistic regression analysis were conducted. A structured questionnaire was used by 1432 interviewers to interview 27 475 outpatients and 19 938 inpatients in 136 tertiary hospitals from 31 provinces. Outpatients in the dispensing area and inpatients in the discharging area were randomly interviewed. Key domains of the questionnaire include the layout of service functions, environment maintenance, process management, quality of care, humane care and the patient-doctor relationship. Within each domain, several indicators were set, and each indicator was given a statement. The overall satisfaction scores are 4.42 ± 0.68 and 4.67 ± 0.62 for outpatient and inpatient, respectively. The domains with highest satisfaction are 'diagnosis and treatment' for outpatient and 'nursing care' for inpatient. Outpatients were least satisfied with long waiting time, while inpatients were least satisfied with the food. The strongest predictor of overall satisfaction appears to be 'patient-doctor relationship' for both outpatients (OR = 3.53, 95% CI: 3.17-3.92) and inpatients (OR = 7.34, 95% CI: 5.55-9.70). Chinese hospitals need to pay more attention to offering more humane care to patients, hospital environment and process management improvement, reducing waiting times for seeing doctors and outpatient testing, and improving amenity services such as better food in the wards. © The Author 2017. Published by Oxford University Press in association with the International Society for Quality in Health Care. All rights reserved. For permissions, please e-mail: journals.permissions@oup.com

  2. Influence Of Brand Loyalty On Consumer Satisfaction Towards Sportswear (Futsal Shoes)

    OpenAIRE

    Tumewu, Ferdinand; Lodjo, Riefaldo Akwila

    2015-01-01

    Sportswear has become a common and popular category among young people as it identifies them with a more relaxed lifestyle, greater versatility and comfort. Many companies, especially those in the sportswear industry try to enhance brand loyalty among their customers. The purposes of this research is to know the impact of brand loyalty of sportswear based on customer satisfaction on marketing. This research use quantitative research with Multiple Regressions analysis method by using validity ...

  3. Adolescents' reactions to universal and indicated prevention programs for depression: perceived stigma and consumer satisfaction.

    Science.gov (United States)

    Rapee, Ronald M; Wignall, Ann; Sheffield, Jeanie; Kowalenko, Nick; Davis, Anna; McLoone, Jordana; Spence, Susan H

    2006-06-01

    There is a common view that one of the major considerations in selecting between universal and indicated interventions is the marked stigma produced by the latter. However, to date there has been no empirical examination of this assumption. The current study examined reported stigma and program satisfaction following two school-based interventions aimed at preventing depression in 532 middle adolescents. The interventions were conducted either across entire classes by classroom teachers (universal delivery) or in small high risk groups by mental health professionals (indicated delivery). The indicated delivery was associated with significantly greater levels of perceived stigma, but effect sizes were small and neither program was associated with marked stigma in absolute terms. Perceived stigma was more strongly associated with aspects of the individual including being male and showing greater externalizing symptomatology. In contrast, the indicated program was evaluated more positively by both participants and program leaders and effect sizes for these measures of satisfaction were moderate to large. The results point to the need for further empirical evaluation of both perceived stigma and program satisfaction in providing balanced considerations of the value of indicated and universal programs.

  4. Analyzing the impact on consumer satisfaction, behavior and at-titudes by using eco-friendly practices and products in Surfers Paradise/Gold Coast city hotels, Australia.

    OpenAIRE

    Chikita, Maria

    2012-01-01

    This study explores customer attitude towards environmentally friendly practices by hotels and the impact on customer satisfaction. The research investigates individual’s behavior, attitude, knowledge, satisfaction and willingness to support eco-friendly prac-tices. The hotel industry contributes to the global environmental challenges. Consumers are becoming more aware of the environmental impacts by the hotels and a new market segment of eco-friendly customers has developed. In addition ...

  5. Review: The variability of the eating quality of beef can be reduced by predicting consumer satisfaction.

    Science.gov (United States)

    Bonny, S P F; Hocquette, J-F; Pethick, D W; Legrand, I; Wierzbicki, J; Allen, P; Farmer, L J; Polkinghorne, R J; Gardner, G E

    2018-04-02

    The Meat Standards Australia (MSA) grading scheme has the ability to predict beef eating quality for each 'cut×cooking method combination' from animal and carcass traits such as sex, age, breed, marbling, hot carcass weight and fatness, ageing time, etc. Following MSA testing protocols, a total of 22 different muscles, cooked by four different cooking methods and to three different degrees of doneness, were tasted by over 19 000 consumers from Northern Ireland, Poland, Ireland, France and Australia. Consumers scored the sensory characteristics (tenderness, flavor liking, juiciness and overall liking) and then allocated samples to one of four quality grades: unsatisfactory, good-every-day, better-than-every-day and premium. We observed that 26% of the beef was unsatisfactory. As previously reported, 68% of samples were allocated to the correct quality grades using the MSA grading scheme. Furthermore, only 7% of the beef unsatisfactory to consumers was misclassified as acceptable. Overall, we concluded that an MSA-like grading scheme could be used to predict beef eating quality and hence underpin commercial brands or labels in a number of European countries, and possibly the whole of Europe. In addition, such an eating quality guarantee system may allow the implementation of an MSA genetic index to improve eating quality through genetics as well as through management. Finally, such an eating quality guarantee system is likely to generate economic benefits to be shared along the beef supply chain from farmers to retailors, as consumers are willing to pay more for a better quality product.

  6. ARABIC TRANSLATION AND ADAPTATION OF THE HOSPITAL CONSUMER ASSESSMENT OF HEALTHCARE PROVIDERS AND SYSTEMS (HCAHPS) PATIENT SATISFACTION SURVEY INSTRUMENT.

    Science.gov (United States)

    Dockins, James; Abuzahrieh, Ramzi; Stack, Martin

    2015-01-01

    To translate and adapt an effective, validated, benchmarked, and widely used patient satisfaction measurement tool for use with an Arabic-speaking population. Translation of survey's items, survey administration process development, evaluation of reliability, and international benchmarking Three hundred-bed tertiary care hospital in Jeddah, Saudi Arabia. 645 patients discharged during 2011 from the hospital's inpatient care units. INTERVENTIONS; The Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) instrument was translated into Arabic, a randomized weekly sample of patients was selected, and the survey was administered via telephone during 2011 to patients or their relatives. Scores were compiled for each of the HCAHPS questions and then for each of the six HCAHPS clinical composites, two non-clinical items, and two global items. Clinical composite scores, as well as the two non-clinical and two global items were analyzed for the 645 respondents. Clinical composites were analyzed using Spearman's correlation coefficient and Cronbach's alpha to demonstrate acceptable internal consistency for these items and scales demonstrated acceptable internal consistency for the clinical composites. (Spearman's correlation coefficient = 0.327 - 0.750, P quarterly to US national averages with results that closely paralleled the US benchmarks. . The Arabic translation and adaptation of the HCAHPS is a valid, reliable, and feasible tool for evaluation and benchmarking of inpatient satisfaction in Arabic speaking populations.

  7. Influence of alkalinity, hardness and dissolved solids on drinking water taste: A case study of consumer satisfaction.

    Science.gov (United States)

    Lou, Jie-Chung; Lee, Wei-Li; Han, Jia-Yun

    2007-01-01

    Two surveys of consumer satisfaction with drinking water conducted by Taiwan Water Supply Corp. are presented in this study. The study results show that although a lot of money was invested to modify traditional treatment processes, over 60% of local residents still avoided drinking tap water. Over half of the respondents felt that sample TT (from the traditional treatment process) was not a good drinking water, whether in the first or second survey, whereas almost 60% of respondents felt that samples PA, PB, CCL and CT (from advanced treatment processes) were good to drink. For all drinking water samples, respondent satisfaction with a sample primarily depended on it having no unpleasant flavors. Taiwan Environmental Protection Administration plans to revise the drinking water quality standards for TH and TDS in the near future. The new standards require a lower TH concentration (from currently 400mg/L (as CaCO(3)) to 150mg/L (as CaCO(3))), and a lower TDS maximum admissible concentration from the current guideline of 600 to 250mg/L. Therefore, this study also evaluated the impacts on drinking water tastes caused by variations in TH and TDS concentrations, and assessed the need to issue more strict drinking water quality standards for TH and TDS. The research results showed that most respondents could not tell the difference in water taste among water samples with different TDS, TH and alkalinity. Furthermore, hardness was found to be inversely associated with cardiovascular diseases and cancers, and complying with more strict standards would lead most water facilities to invest billions of dollars to upgrade their treatment processes. Consequently, in terms of drinking water tastes alone, this study suggested that Taiwan Environmental Protection Administration should conduct more thorough reviews of the scientific literature that provides the rationale for setting standards and reconsider if it is necessary to revise drinking water quality standards for TH and

  8. Analysis of satisfaction of final consumers: a study in a company of Vending Machines sector in the city of Santa Maria – RS

    Directory of Open Access Journals (Sweden)

    Maíra Nunes Piveta

    2016-06-01

    Full Text Available Organizations are inserted in a globalized competitive environment that suffers transformations and constantly advances. Given this scenario, the Alpha company, which sells coffee vending machines and supplies, adopted as a strategy to approach their final consumers. In this way, the overall objective of this study was to identify and assess the degree of satisfaction of the consumers of Alpha company with respect to the products and drinks and digital marketing in social media. The search can be classified as descriptive as to the nature with quantitative approach through the implementation of a research tool with a sample of 120 consumers of Alpha company at the points of sale. The survey results indicated that, in general, the satisfaction of consumers for products Alpha is great, except when it comes to price and quantity of sugar. Still, it was observed that the scope of the actions of Alpha digital marketing is low, being evidenced by means of low degrees of satisfaction justified by lack of consumer knowledge. Finally, opportunities and suggestions for improvement were presented.

  9. Mental Health Care Providers' Views of Their Work with Consumers and Their Reports of Recovery-Orientation, Job Satisfaction, and Personal Growth.

    Science.gov (United States)

    Osborn, Lawrence A; Stein, Catherine H

    2016-10-01

    The research examined the role of mental health care providers' perceptions of their professional relationships with consumers in understanding their reports of agency recovery-oriented services and their own sense of job satisfaction and personal growth. Multidisciplinary community mental health care providers (N = 105) responded to an online self-report questionnaire. Providers' reports of higher levels of working alliance and greater provider directiveness in working with consumers was significantly related to providers' reports of higher levels of agency recovery-orientation and higher levels of personal growth. Providers' reports of working alliance accounted for the largest proportion of variance in providers' reports of job satisfaction. Mental health providers' perceptions of relationships with consumers are central to understanding providers' views of agency recovery-orientation and sense of professional and personal well-being.

  10. Is Satisfaction with the Acute-Care Experience Higher amongst Consumers Treated in the Private Sector? A Survey of Public and Private Sector Arthroplasty Recipients

    Science.gov (United States)

    Naylor, Justine M.; Descallar, Joseph; Grootemaat, Mechteld; Badge, Helen; Harris, Ian A.; Simpson, Grahame; Jenkin, Deanne

    2016-01-01

    Background Consumer satisfaction with the acute-care experience could reasonably be expected to be higher amongst those treated in the private sector compared to those treated in the public sector given the former relies on high-level satisfaction of its consumers and their subsequent recommendations to thrive. The primary aims of this study were to determine, in a knee or hip arthroplasty cohort, if surgery in the private sector predicts greater overall satisfaction with the acute-care experience and greater likelihood to recommend the same hospital. A secondary aim was to determine whether satisfaction across a range of service domains is also higher in the private sector. Methods A telephone survey was conducted 35 days post-surgery. The hospital cohort comprised eight public and seven private high-volume arthroplasty providers. Consumers rated overall satisfaction with care out of 100 and likeliness to recommend their hospital on a 5-point Likert scale. Additional Likert-style questions were asked covering specific service domains. Generalized estimating equation models were used to analyse overall satisfaction (dichotomised as ≥ 90 or definitely recommend’ or ‘other’), whilst controlling for covariates. The proportions of consumers in each sector reporting the best Likert response for each individual domain were compared using non-parametric tests. Results 457 survey respondents (n = 210 private) were included. Less patient-reported joint impairment pre-surgery [OR 1.03 (95% CI 1.01–1.05)] and absence of an acute complication (OR 2.13 95% CI 1.41–3.23) significantly predicted higher overall satisfaction. Hip arthroplasty [OR 1.84 (1.1–2.96)] and an absence of an acute complication [OR 2.31 (1.28–4.17] significantly predicted greater likelihood for recommending the hospital. The only care domains where the private out-performed the public sector were hospitality (46.7 vs 35.6%, p private sector are not more satisfied with their acute

  11. Is Satisfaction with the Acute-Care Experience Higher amongst Consumers Treated in the Private Sector? A Survey of Public and Private Sector Arthroplasty Recipients.

    Science.gov (United States)

    Naylor, Justine M; Descallar, Joseph; Grootemaat, Mechteld; Badge, Helen; Harris, Ian A; Simpson, Grahame; Jenkin, Deanne

    2016-01-01

    Consumer satisfaction with the acute-care experience could reasonably be expected to be higher amongst those treated in the private sector compared to those treated in the public sector given the former relies on high-level satisfaction of its consumers and their subsequent recommendations to thrive. The primary aims of this study were to determine, in a knee or hip arthroplasty cohort, if surgery in the private sector predicts greater overall satisfaction with the acute-care experience and greater likelihood to recommend the same hospital. A secondary aim was to determine whether satisfaction across a range of service domains is also higher in the private sector. A telephone survey was conducted 35 days post-surgery. The hospital cohort comprised eight public and seven private high-volume arthroplasty providers. Consumers rated overall satisfaction with care out of 100 and likeliness to recommend their hospital on a 5-point Likert scale. Additional Likert-style questions were asked covering specific service domains. Generalized estimating equation models were used to analyse overall satisfaction (dichotomised as ≥ 90 or sector reporting the best Likert response for each individual domain were compared using non-parametric tests. 457 survey respondents (n = 210 private) were included. Less patient-reported joint impairment pre-surgery [OR 1.03 (95% CI 1.01-1.05)] and absence of an acute complication (OR 2.13 95% CI 1.41-3.23) significantly predicted higher overall satisfaction. Hip arthroplasty [OR 1.84 (1.1-2.96)] and an absence of an acute complication [OR 2.31 (1.28-4.17] significantly predicted greater likelihood for recommending the hospital. The only care domains where the private out-performed the public sector were hospitality (46.7 vs 35.6%, p private sector are not more satisfied with their acute-care experience nor are they more likely to recommend their hospital provider. Rather, avoidance of complications in either sector appears to result in

  12. Understanding consumer's responses to negative emotions related to crowding on satisfaction and impulse purchase in retail: the mediating role of coping

    Directory of Open Access Journals (Sweden)

    Marlette Cassia Oliveira Ferreira

    Full Text Available Abstract The perception of crowding, understood as an individual's response to crowds, can be observed in retail environments and influences positive and negative emotions. In this research we test the mediating effect of coping – rational strategies adopted to deal with negative emotions – in the relationship between negative emotions (resulting from crowding perception and consumer behavior (measured by impulse purchase and satisfaction. The findings related to coping explain to what extent there is a positive response to human density in the retail environment. For this, a theoretical model was developed which includes the relationships among perception of crowding, positive and negative emotions, and consumer behavior. The model enhances the understanding of the crowding phenomenon by including relationships mediated by an oppositional strategy (coping dimension between negative emotions and consumer behaviors. To test the theoretical model, a survey was conducted with 456 respondents and hypothesis tests using structural equation modeling. It was evidenced that crowding perception has more robust effects on negative emotions than positive emotions. It is emphasized that with the inclusion of opposition mediation, the weak direct relationship between negative emotions and behaviors, becomes a positive relationship between negative emotion and impulse purchase, and negative emotion and satisfaction. In addition to the theoretical contributions of the tested model, future research and managerial implications are proposed at the end of the article.

  13. Association of Patient-Reported Readiness for Discharge and Hospital Consumer Assessment of Health Care Providers and Systems Patient Satisfaction Scores: A Retrospective Analysis.

    Science.gov (United States)

    Schmocker, Ryan K; Holden, Sara E; Vang, Xia; Leverson, Glen E; Cherney Stafford, Linda M; Winslow, Emily R

    2015-12-01

    Patient-reported outcomes (PRO) have been increasingly emphasized, however, determining clinically valuable PRO has been problematic and investigation limited. This study examines the association of readiness for discharge, which has been described previously, with patient satisfaction and readmission. Data from adult patients admitted to our institution from 2009 to 2012 who completed both the Hospital Consumer Assessment of Healthcare Providers and Systems and the Press Ganey surveys post discharge were extracted from an existing database of patients (composed of 220 patients admitted for small bowel obstruction and 98 patients with hospital stays ≥ 21 days). Using the survey question, "Did you feel ready for discharge?" (RFD), 2 groups were constructed, those RFD and those with lesser degrees of readiness (ie, less ready for discharge [LRFD]) using topbox methodology. Outcomes, readmission rates, and satisfaction were compared between RFD and LRFD groups. Three hundred and eighteen patients met the inclusion criteria; 45% were female and 94% were Caucasian. Median age was 62.3 years (interquartile range 52.5 to 70.8 year). Median length of stay was 10 days (interquartile range 6.0 to 24.0 days) and 69.2% were admitted with small bowel obstruction. The 30-day readmission rate was 14.3% and 55% indicated they were RFD. Those RFD and LRFD had similar demographics, comorbidity scores, and rates of surgery. Those RFD had higher overall hospital satisfaction (87.3% RFD vs 62.4% LRFD; p patient-reported metric, as those RFD have higher satisfaction with the hospital and physicians. Prospective investigation into variables affecting patient satisfaction in those LRFD is needed. Copyright © 2015 American College of Surgeons. Published by Elsevier Inc. All rights reserved.

  14. Mapping the underlying drivers of nowism as a consumer trend, and its impact on customer satisfaction and customer loyalty

    OpenAIRE

    Dahl, Sandra; Thowsen, Kristine Nygaard

    2014-01-01

    Every now and then, a powerful consumer trend surfaces, leaving companies no other choice but to familiarize with the trend and its implications, and adapt to it. Since first introduced as a consumer trend in 2009, nowism has received growing attention as a trend that deserves recognition, yet no empirical research has been conducted on this subject. This leaves managers with no information or guidelines on how to handle this influential consumer trend. Our main goal with this ...

  15. Transformational leadership in the consumer service workgroup: competing models of job satisfaction, change commitment, and cooperative conflict resolution.

    Science.gov (United States)

    Yang, Yi-Feng

    2014-02-01

    This paper discusses the effects of transformational leadership on cooperative conflict resolution (management) by evaluating several alternative models related to the mediating role of job satisfaction and change commitment. Samples of data from customer service personnel in Taiwan were analyzed. Based on the bootstrap sample technique, an empirical study was carried out to yield the best fitting model. The procedure of hierarchical nested model analysis was used, incorporating the methods of bootstrapping mediation, PRODCLIN2, and structural equation modeling (SEM) comparison. The analysis suggests that leadership that promotes integration (change commitment) and provides inspiration and motivation (job satisfaction), in the proper order, creates the means for cooperative conflict resolution.

  16. How do multi-touchpoint experience affect consumer satisfaction and behavior : a real-time experience tracking approach

    NARCIS (Netherlands)

    Li, J.; Konus, U.; Macdonald, E.K.; Wilson, H.N.; Langerak, F.; Warlop, L.; Muylle, S.

    2015-01-01

    A customer experiences various touchpoints during the shopping trip with a brand, (i.e., traditional advertising, online and WOMs). However, it is still unknown how satisfaction and behavior are affected by customers’ instant touchpoint experiences during the shopping process. Therefore we

  17. The role of consumer satisfaction, consideration set size, variety seeking and convenience orientation in explaining seafood consumption in Vietnam

    OpenAIRE

    Ninh, Thi Kim Anh

    2010-01-01

    The study examines the relationship betweens convenience food and seafood consumption in Vietnam through a replication and an extension of studies of Rortveit and Olsen (2007; 2009). The main purpose of this study is to give an understanding of the role of consumers’ satisfaction, consideration set size, variety seeking, and convenience in explaining seafood consumption behavior in Vietnam.

  18. Healthscapes: the role of the facility and physical environment on consumer attitudes, satisfaction, quality assessments, and behaviors.

    Science.gov (United States)

    Hutton, J D; Richardson, L D

    1995-01-01

    The role of the health care physical or tangible environment, including the facility, is essentially an unstudied area. This article identifies and defines components of "atmospherics" concerning health care (Healthscapes), to assess their strengths and predictiveness in the relationship between patient and other customer outcomes, satisfaction, quality assessments, intention to return, and willingness to recommend a health care provider to others and to propose much needed research in the area.

  19. Customer Satisfaction in Business to Consumer (B2C) E-commerce: A Comparative Study of Turkey and Pakistan

    OpenAIRE

    Sahal M. SHEIKH; Mehmet BASTI

    2015-01-01

    The World Wide Web and the medium of internet have invaded the world from all directions and it has transformed the business and economies into series of electronic financial transactions. E-Commerce is a relatively new born phenomenon and this study explores into the realm of Business-to-Customer e-commerce customer satisfaction in Pakistan and Turkey. The methodology used to extract primary data is the contingency valuation approach; questionnaire. In total 205 Questionnai...

  20. Administrative work consumes one-sixth of U.S. physicians' working hours and lowers their career satisfaction.

    Science.gov (United States)

    Woolhandler, Steffie; Himmelstein, David U

    2014-01-01

    Doctors often complain about the burden of administrative work, but few studies have quantified how much time clinicians devote to administrative tasks. We quantified the time U.S. physicians spent on administrative tasks, and its relationship to their career satisfaction, based on a nationally representative survey of 4,720 U.S. physicians working 20 or more hours per week in direct patient care. The average doctor spent 8.7 hours per week (16.6% of working hours) on administration. Psychiatrists spent the highest proportion of their time on administration (20.3%), followed by internists (17.3%) and family/general practitioners (17.3%). Pediatricians spent the least amount of time, 6.7 hours per week or 14.1 percent of professional time. Doctors in large practices, those in practices owned by a hospital, and those with financial incentives to reduce services spent more time on administration. More extensive use of electronic medical records was associated with a greater administrative burden. Doctors spending more time on administration had lower career satisfaction, even after controlling for income and other factors. Current trends in U.S. health policy--a shift to employment in large practices, the implementation of electronic medical records, and the increasing prevalence of financial risk sharing--are likely to increase doctors' paperwork burdens and may decrease their career satisfaction.

  1. Customer Satisfaction in Business to Consumer (B2C E-commerce: A Comparative Study of Turkey and Pakistan

    Directory of Open Access Journals (Sweden)

    Sahal M. SHEIKH

    2015-11-01

    Full Text Available The World Wide Web and the medium of internet have invaded the world from all directions and it has transformed the business and economies into series of electronic financial transactions. E-Commerce is a relatively new born phenomenon and this study explores into the realm of Business-to-Customer e-commerce customer satisfaction in Pakistan and Turkey. The methodology used to extract primary data is the contingency valuation approach; questionnaire. In total 205 Questionnaire were filled and collected online which constituted 110 surveys from Pakistan and 95 surveys from Turkey. The study uses descriptive analysis and also two sample t-test to test the hypothesis of the study which is that there is no difference in the levels of Business-to-Customer e-commerce customer satisfaction in Pakistan and Turkey. The findings of the study reveal that there is no significant difference between the levels of Pakistan and Turkey as the individual factors affecting e-commerce customer satisfaction do not differ in intensity. There are few differences but mainly the countries are on converging paths in this context.

  2. The Effect of the Implementation of E-Crm Electronic Satisfaction and Loyalty, Electronic Consumers of Mellat Bank's Website

    Directory of Open Access Journals (Sweden)

    Mehdi Jamali

    2017-02-01

    Full Text Available Organizations that compete for power in the market constantly looking for ways to overcome their rivals. Today's customers want to engage with the organization. Successful customer relationship management is one of the major competitive advantages that organizations can use to prevent the transmission of clients to other organizations deemed of operation. The degree to which an organization is able to maintain effective communication with their clients, more opportunities to offer more services to its business customers will offer. Considering the above study to evaluate the effect of the implementation of E-CRM on e-satisfaction and customer loyalty has paid electronically, users of the Mellat Bank's website. To collect information from the questionnaire with Cronbach's alpha was used validation. Respondents were customers and users of online services of the Mellat Bank's website. Survey research method - has been described. To analyze the data, descriptive and inferential statistical methods such as correlation analysis, Pearson and Spearman correlation coefficient and linear regression analysis using SPSS software is used. The results show that the implementation of E-CRM is a positive and significant impact on customer satisfaction and loyalty-mail.

  3. Evaluation of consumer satisfaction with the quality of training of young professionals by the universities for enterprises of coal-mining complex

    Directory of Open Access Journals (Sweden)

    Mikhalchenko Vadim

    2017-01-01

    Full Text Available The article presents the study results of evaluation of customer satisfaction (a big coal mining company with the quality of training of young specialists with higher education. Research is based on the model of Kano, one of the most effective tools for assessing the quality of products within the framework of modern management model - Total Quality Management. Based on the results, “quality profile” of training of young specialists with higher education is built and the factors that determine its level and characteristics are identified. The findings show universities the need to include such transformations and changes into the system and the processes of creation and positioning of their “product”. It will give a higher added value to the “product” and, therefore, provide the manufacturer and the consumer with the higher competitive advantage in the current economic conditions.

  4. Product Variety, Consumer Preferences, and Web Technology: Can the Web of Data Reduce Price Competition and Increase Customer Satisfaction?

    Science.gov (United States)

    Hepp, Martin

    E-Commerce on the basis of current Web technology has created fierce competition with a strong focus on price. Despite a huge variety of offerings and diversity in the individual preferences of consumers, current Web search fosters a very early reduction of the search space to just a few commodity makes and models. As soon as this reduction has taken place, search is reduced to flat price comparison. This is unfortunate for the manufacturers and vendors, because their individual value proposition for a particular customer may get lost in the course of communication over the Web, and it is unfortunate for the customer, because he/she may not get the most utility for the money based on her/his preference function. A key limitation is that consumers cannot search using a consolidated view on all alternative offers across the Web. In this talk, I will (1) analyze the technical effects of products and services search on the Web that cause this mismatch between supply and demand, (2) evaluate how the GoodRelations vocabulary and the current Web of Data movement can improve the situation, (3) give a brief hands-on demonstration, and (4) sketch business models for the various market participants.

  5. A General Bayesian Network Approach to Analyzing Online Game Item Values and Its Influence on Consumer Satisfaction and Purchase Intention

    Science.gov (United States)

    Lee, Kun Chang; Park, Bong-Won

    Many online game users purchase game items with which to play free-to-play games. Because of a lack of research into which there is no specified framework for categorizing the values of game items, this study proposes four types of online game item values based on an analysis of literature regarding online game characteristics. It then proposes to investigate how online game users perceive satisfaction and purchase intention from the proposed four types of online game item values. Though regression analysis has been used frequently to answer this kind of research question, we propose a new approach, a General Bayesian Network (GBN), which can be performed in an understandable way without sacrificing predictive accuracy. Conventional techniques, such as regression analysis, do not provide significant explanation for this kind of problem because they are fixed to a linear structure and are limited in explaining why customers are likely to purchase game items and if they are satisfied with their purchases. In contrast, the proposed GBN provides a flexible underlying structure based on questionnaire survey data and offers robust decision support on this kind of research question by identifying its causal relationships. To illustrate the validity of GBN in solving the research question in this study, 327 valid questionnaires were analyzed using GBN with what-if and goal-seeking approaches. The experimental results were promising and meaningful in comparison with regression analysis results.

  6. Patient Satisfaction in Military Dental Treatment Facilities

    Science.gov (United States)

    2006-03-07

    the variance in regards to overall satisfaction. 15. SUBJECT TERMS Dentistry, Patient Satisfaction, Military, Consumer Satisfaction, Dental... patient satisfaction in military dental treatment facilities. Dental health is extremely important for the military as dental assets are not always... customer satisfaction is an important component of military dental care. Quarterly patient satisfaction reports are generated for each dental treatment

  7. Customer satisfaction measurement

    Directory of Open Access Journals (Sweden)

    Maričić Branko R.

    2012-01-01

    Full Text Available Customer satisfaction is important in business management as a basis for long-term profitability of a single line of products and services and the company as a whole. Customer satisfaction in modern market conditions is characterized by a large number of alternatives that can satisfy the same need or desire of consumers, and are a prerequisite for the retention, loyalty, and positive verbal communication between companies and vendors on one hand and consumers on the other. Companies are investing more and more investment and management efforts in improving customer satisfaction. Improving customer satisfaction and its measurement involves the taking of appropriate marketing strategies and tactics, as well as corrective measures. This paper presents the well-known attempts to measure customers' satisfaction at the macro and micro level of marketing analysis. The index of consumer satisfaction is an important indicator of achieved quality and market performance of companies and can be measured on a micro and macro level. National customer satisfaction indexes are useful framework for analyzing the competitiveness of national economies, industries and individual companies and are used for a variety of other aspects of observation and analysis. Standardization of consumer satisfaction indexes in different countries allows comparability of the data, giving a new quality of analysis in the era of globalization and internationalization of business.

  8. Employee satisfaction and employee retention: catalysts to patient satisfaction.

    Science.gov (United States)

    Collins, Kevin S; Collins, Sandra K; McKinnies, Richard; Jensen, Steven

    2008-01-01

    Over the last few years, most health care facilities have become intensely aware of the need to increase patient satisfaction. However, with today's more consumer-driven market, this can be a daunting task for even the most experienced health care manager. Recent studies indicate that focusing on employee satisfaction and subsequent employee retention may be strong catalysts to patient satisfaction. This study offers a review of how employee satisfaction and retention correlate with patient satisfaction and also examines the current ways health care organizations are focusing on employee satisfaction and retention.

  9. E-Service Quality, E-Satisfaction and E-Loyalty of Online Shoppers in Business to Consumer Market; Evidence form Malaysia

    Science.gov (United States)

    Ting, Ong Soo; Ariff, Mohd Shoki Md; Zakuan, Norhayati; Sulaiman, Zuraidah; Zameri Mat Saman, Muhamad

    2016-05-01

    The growing usage of internet and online shopping in Malaysia presents a huge prospect in e-commerce market, specifically for B2C segment. As a result, electronic service quality (e-SQ), electronic satisfaction (e-Satisfaction) and electronic loyalty (e-Loyalty) become vital for online retailers to attract and retain online shoppers in this virtual environment. The association between e-SQ, e-Satisfaction and e-Loyalty should be continuously examined to cope with the advancement in information and communication technology, and the changing expectation of online shoppers. However, construct of e-SQ for online retailers in B2C market is still debatable. In this research, E-SERVQUAL was integrated with the other e-SQ scales to measure e-SQ of a prominent online retailer in Malaysia. Specifically, the e-SQ constructs are Efficiency, Privacy and Trust, Fulfilment, Responsiveness, Contact and Website Design. 390 sets of completed and usable questionnaires were gathered using online questionnaire and convenience sampling procedure. The result indicated that the five proposed dimensions of e-SQ constitute e-SQ of online retailer in B2C market. All the dimensions of e-SQ were found to have positive and significant effect on e-Satisfaction of online shoppers. Responsiveness of e-SQ had the strongest impact on e-satisfaction of online shoppers. The shoppers e-Satisfaction was positively and significantly affected their e-Loyalty towards continuous usage of online retailer's website. Managerial and theoretical implications are discussed based on the results of the study.

  10. Patient satisfaction surveys and multicollinearity.

    Science.gov (United States)

    Stratmann, W C; Zastowny, T R; Bayer, L R; Adams, E H; Black, G S; Fry, P A

    1994-01-01

    The measurement of patient satisfaction is now an integral part of hospital market research. Just as consumer satisfaction is a function of the extent to which providers do things right, the value of consumer-oriented market research is directly related to whether the research itself is done right. The use of poorly designed consumer research instruments, no matter how well executed, can cause multicollinearity among the independent variables, which, in turn, can result in misleading conclusions.

  11. The importance of, and satisfaction with, store attributes when buying casual wear : a study among black Generation X consumers / M. Beukes.

    OpenAIRE

    Beukes, Martie

    2010-01-01

    With the rapid growth and competitiveness in the South African apparel retail industry, retailers and marketers face numerous challenges to remain competitive. Contributing to the dynamic nature of this phenomenon is the impulsive nature and individual preferences of consumers when buying apparel, which necessitate retailers to be more responsive towards consumer needs and preferences in order to attract potential, and retain existing, customers. This can be done by formulating...

  12. Changes in sensory characteristics and their relation with consumers' liking, wanting and sensory satisfaction: Using dietary fibre and lime flavour in Stevia rebaudiana sweetened fruit beverages

    DEFF Research Database (Denmark)

    Mielby, Line H.; Andersen, Barbara Vad; Jensen, Sidsel

    2016-01-01

    of the products they are added to. To gain knowledge on the sensory characteristics of fruit based beverages sweetened with S. rebaudiana and added β-glucans and lime flavour, and how consumers respond to the products, sensory descriptive analysis and a consumer study were conducted. The sensory characteristics...... of the fruit drinks were affected by stevia and the addition of β-glucans. However, the addition of lime flavour was able to mask the side effect of the aftertaste caused by S. rebaudiana. Further, by adding lime flavour to the fruit beverages, the side effects of increased fibre concentration "Unfresh odour...

  13. The role of surprise in satisfaction judgements

    NARCIS (Netherlands)

    Vanhamme, J.; Snelders, H.M.J.J.

    2001-01-01

    Empirical findings suggest that surprise plays an important role in consumer satisfaction, but there is a lack of theory to explain why this is so. The present paper provides explanations for the process through which positive (negative) surprise might enhance (reduce) consumer satisfaction. First,

  14. Choisen problems of the consumer protection

    OpenAIRE

    HUML, Jan

    2010-01-01

    The main aim is to determine consumers' awareness of their rights in the area of consumer protection. Secondary targets are to explored the reason of ignorance of law, determine consumer satisfaction with consumer protection and design measures to improve the situation.

  15. Sustainable Consumption and Life Satisfaction

    Science.gov (United States)

    Xiao, Jing Jian; Li, Haifeng

    2011-01-01

    The purpose of this study was to examine the association between sustainable consumption and life satisfaction. One aspect of sustainable consumption focused on in this study is the environment friendly purchase or green purchase. Using data collected from consumers in 14 cities in China, we found that consumers who reported green purchase…

  16. Estudo de satisfação dos beneficiários de planos de saúde de hospitais filantrópicos Consumer satisfaction study in philanthropic hospital health plans

    Directory of Open Access Journals (Sweden)

    Silvia Gerschman

    2007-04-01

    Full Text Available Este trabalho é resultado de uma pesquisa que tem por objetivo identificar e analisar os argumentos e raciocínios que justificam a satisfação dos beneficiários com os planos. A metodologia de pesquisa qualitativa utilizada no estudo se baseia na técnica de discussão em grupo (focus group para cuja realização foram definidos: os critérios para a escolha dos planos analisados pelos grupos de discussão, a definição da distribuição e da composição dos grupos, a técnica de recrutamento, a infra-estrutura e a dinâmica dos encontros. Os beneficiários podem ser classificados em grupos de acordo com a classe social que pertencem, o local de moradia e, principalmente, a relação que estabelecem com a administração do plano, o que nos possibilitou elaborar uma tipologia de beneficiários dos planos. Inicialmente, apresentamos como os beneficiários vêem e utilizam o SUS e, a partir dos tipos de planos, foi possível avaliarmos a satisfação dos beneficiários com os diversos aspectos do serviço de saúde e identificar que aspectos mais contribuem para a satisfação dos usuários.This paper presents the findings of research aimed at identifying and analyzing the argumentation and rationale that justify the satisfaction of consumers with their health plans. The qualitative method applied used the focus group technique, for which the following aspects were defined: the criteria for choosing the health plans which were considered, the composition of the group and its distribution, recruitment strategy, and infrastructure and dynamics of the meetings. The health plan beneficiaries were classified into groups according to their social class, the place where they lived, mainly, the relationship that they established with the health plan operators which enabled us to develop a typology for the plan beneficiaries. Initially, we indicated how the health plan beneficiaries assess and use the Brazilian Unified Health System (SUS, and, then

  17. Patient Satisfaction with Kimbrough Ambulatory Care Center

    Science.gov (United States)

    1997-02-01

    few are going to opt to change health plans. 14. SUBJECT TERMS PATIENT SATISFACTION; CONSUMER SATISFACTION; SURVEY 15. NUMBER OF PAGES 57 16...to address is overall patient satisfaction with Kimbrough’s current health care system. I surveyed customers on: how satisfied or dissatisfied they...research project was designed to determine how satisfied customers are with Kimbrough Ambulatory Care Center. A patient satisfaction survey developed by

  18. Patient satisfaction

    Directory of Open Access Journals (Sweden)

    Bhanu Prakash

    2010-01-01

    Full Text Available Patient satisfaction is an important and commonly used indicator for measuring the quality in health care. Patient satisfaction affects clinical outcomes, patient retention, and medical malpractice claims. It affects the timely, efficient, and patient-centered delivery of quality health care. Patient satisfaction is thus a proxy but a very effective indicator to measure the success of doctors and hospitals. This article discusses as to how to ensure patient satisfaction in dermatological practice.

  19. Job satisfaction

    OpenAIRE

    PODROUŽKOVÁ, Lucie

    2013-01-01

    Bachelor thesis deals with job satisfaction. It is often given to a context with the attitude to work which is very much connected to job satisfaction. Thesis summarises all the pieces of information about job satisfacion, factors that affect it negatively and positively, interconnection of work satisfaction and work motivation, work behaviour and performance of workers, relationship of a man and work and at last general job satisfaction and its individual aspects. In the thesis I shortly pay...

  20. Patient satisfaction.

    Science.gov (United States)

    Prakash, Bhanu

    2010-09-01

    Patient satisfaction is an important and commonly used indicator for measuring the quality in health care. Patient satisfaction affects clinical outcomes, patient retention, and medical malpractice claims. It affects the timely, efficient, and patient-centered delivery of quality health care. Patient satisfaction is thus a proxy but a very effective indicator to measure the success of doctors and hospitals. This article discusses as to how to ensure patient satisfaction in dermatological practice.

  1. CONSUMER BEHAVIOR

    Directory of Open Access Journals (Sweden)

    Ilie BUDICA

    2010-03-01

    Full Text Available The study of consumers helps firms and organizations improve their marketing strategies by understanding issues such as: the psychology of how consumers think, feel, reason, and select between different alternatives; the psychology of how the consumer is influenced by his or her environment; the behavior of consumers while shopping or making other marketing decisions; limitations in consumer knowledge or information processing abilities influence decisions and marketing outcome; how consumer motivation and decision strategies differ between products that differ in their level of importance or interest that they entail for the consumer; and how marketers can adapt and improve their marketing campaigns and marketing strategies to more effectively reach the consumer.

  2. INFORMATION – KEY FACTOR FOR CONSUMER SATISFACTION?

    Directory of Open Access Journals (Sweden)

    Maria-Lavinia POPESCU

    2010-12-01

    Full Text Available Starting with the XIX century, we assist at one growth of information importance as following of development of government forms more complexes, of concurrence intensification and of development of communications systems. This process has been increased in the lasts years by the development of telecommunications and of computers systems, by the globalization process and by the intensification of concurrence by educational market, by the exchange and circulation liberalization, by the growth of complexity education institutions. Jim Knight affirms that „the exchange is a present reality in the framework of this the educational institutions must to learn to operate or they assume the failure risk”21. The requests of higher education reform impose by the transition at Bologna system, impose at universities and faculties remarkable efforts by adaptation. With all the reform elements applied, the current educational marketing informational system used in Romania presents big deficiencies especial regarding the quality of information provide at managers and at of institution externs.

  3. Consumer satisfaction - an unattainable ideal? | Erasmus | Journal ...

    African Journals Online (AJOL)

    Verbruikerstevredenheid, 'n na-aankoopevaluering dat 'n gekose produk aan 'n verbruiker se verwagtinge voldoen of dit oortref (Engel et al, 1995), word algemeen as die ideale uitkoms van verbruikersbesluitneming voorgehou. Verbruikerstevredenheid verlig die interne spanningstoestand (kognitiewe dissonansie) wat ...

  4. Quality; Research of method; Consumer of satisfaction

    Directory of Open Access Journals (Sweden)

    Altamir da Silva Souza

    2004-01-01

    Full Text Available The customers' evaluation is an indicator used by the concerned organizations with the quality services. Starting from a research of evaluation of the quality services of a company of public cleaning, accomplished the denizen close to, we decided to elaborate this paper to present the found results and a critical analysis of the methodology used by the company. The research outcomes indicate a positive evaluation of the services. However, some changes are suggested on the adopted procedures.

  5. Consumption and the Consumer

    Directory of Open Access Journals (Sweden)

    Maria VADUVA

    2016-09-01

    Full Text Available The consumer is that trader responsible for consumption act of some final goods or services who decided what must be produce and in what cantity, being the one who make the economic mechanism to move. Consumption is in close connection with the production of goods and services, exerting an active role, any activity should be complete by consuming its results; consumption creates the motivation to achieve economic and non-economic activities. The traditional approach to consumer behavior starts from hypothesised that all consumers seek to maximize the aggregate utility obtained of satisfactions resulting from consumption of goods taking into account the budgetary constraints given by income that consumer has and the prices of these goods. In the conditions of modern economy, consumption can be increased by diseconomies. If consumption depends on permanent income, revenue growth effectively does not exert influence on consumption only to the extent that this increase of income leads to increasing permanent income consumer. Consumption is viewed as an active agent of economic life, it is not only a consumer of goods and services but also a producer.

  6. CONSUMER BEHAVIOR

    OpenAIRE

    Ilie BUDICA; Silvia PUIU; Bogdan Andrei BUDICA

    2010-01-01

    The study of consumers helps firms and organizations improve their marketing strategies by understanding issues such as: the psychology of how consumers think, feel, reason, and select between different alternatives; the psychology of how the consumer is influenced by his or her environment; the behavior of consumers while shopping or making other marketing decisions; limitations in consumer knowledge or information processing abilities influence decisions and marke...

  7. Customer satisfaction.

    Science.gov (United States)

    Vukmir, Rade B

    2006-01-01

    This paper seeks to present an analysis of the literature examining objective information concerning the subject of customer service, as it applies to the current medical practice. Hopefully, this information will be synthesized to generate a cogent approach to correlate customer service with quality. Articles were obtained by an English language search of MEDLINE from January 1976 to July 2005. This computerized search was supplemented with literature from the author's personal collection of peer-reviewed articles on customer service in a medical setting. This information was presented in a qualitative fashion. There is a significant lack of objective data correlating customer service objectives, patient satisfaction and quality of care. Patients present predominantly for the convenience of emergency department care. Specifics of satisfaction are directed to the timing, and amount of "caring". Demographic correlates including symptom presentation, practice style, location and physician issues directly impact on satisfaction. It is most helpful to develop a productive plan for the "difficult patient", emphasizing communication and empathy. Profiling of the customer satisfaction experience is best accomplished by examining the specifics of satisfaction, nature of the ED patient, demographic profile, symptom presentation and physician interventions emphasizing communication--especially with the difficult patient. The current emergency medicine customer service dilemmas are a complex interaction of both patient and physician factors specifically targeting both efficiency and patient satisfaction. Awareness of these issues particular to the emergency patient can help to maximize efficiency, minimize subsequent medicolegal risk and improve patient care if a tailored management plan is formulated.

  8. The Consumer Reports Effectiveness Score: What Did Consumers Report?

    Science.gov (United States)

    Nielsen, Stevan Lars; Smart, David W.; Isakson, Richard L.; Worthen, Vaughn E.; Gregersen, Ann T.; Lambert, Michael J.

    2004-01-01

    From readers' ratings of satisfaction, problem resolution, and perceived emotional change during treatment, Consumer Reports magazine (CR, 1995) concluded both that psychotherapy is effective and that longer, more intensive therapy is more effective. The authors compared prospectively gathered 45-Item Outcome Questionnaire scores (OQ-45; M. J.…

  9. Expectations, Performance, and Citizen Satisfaction with Urban Services

    Science.gov (United States)

    Van Ryzin, Gregg G.

    2004-01-01

    The expectancy disconfirmation model has dominated private-sector research on customer satisfaction for several decades, yet it has not been applied to citizen satisfaction with urban services. The model views satisfaction judgments as determined--not just by product or service performance--but by a process in which consumers compare performance…

  10. Higher Education Institutions: Satisfaction and Loyalty among International Students

    Science.gov (United States)

    Paswan, Audhesh K.; Ganesh, Gopala

    2009-01-01

    This study empirically investigates the relationship between satisfaction with educational service augmenters and consumer loyalty within the context of the international student market. An enhanced state of consumer satisfaction, also labeled as delight, is captured by focusing on service augmenters that fall outside the domain of the core…

  11. Food satisfaction: Integrating feelings before, during and after food intake

    DEFF Research Database (Denmark)

    Andersen, Barbara Vad; Hyldig, Grethe

    2015-01-01

    consuming two sensory different variants of chicken soup. Soups were sensory evaluated utilising expert statements. The consumer study showed that sensory satisfaction was highly influenced by liking of taste and appearance, whereas liking of odour and texture influenced sensory satisfaction moderately...

  12. Market structure, market strategy and customer satisfaction

    DEFF Research Database (Denmark)

    Eskildsen, Jacob Kjær; Kristensen, Kai; Steensen, Elmer Fly

    2007-01-01

    The popularity of customer satisfaction measurements has grown considerably over the last few years but we know very little about how the structure of the individual markets with respect to the transparency of products and services as well as how consumer preferences affect customer satisfaction....... Here a total of 14540 customers have evaluated their preferred supplier with respect to banking, property insurance, supermarkets and mobile telecom. The analysis shows that market structure has a profound effect on customer satisfaction measurements and that this effect differs from industry...... to industry. The paper concludes with an evaluation of the implications of the findings in relation to the use of results from customer satisfaction studies....

  13. Customer satisfaction

    DEFF Research Database (Denmark)

    Eskildsen, Jacob Kjær; Kristensen, Kai

    2007-01-01

    & Westlund, 2003) as well as the structure of the framework (Eskildsen et al., 2004). We know however very little about how the structure of the individual markets with respect to, for instance, how the transparency of products and services affects customer satisfaction. The aim of this article is to analyze...... the effect of the transparency of products and services on customer satisfaction with respect to Danish mobile phone companies, banks and supermarkets from 2004 based on the authors' experiences from the various analyses conducted within the EPSI rating initiative....

  14. Consumer Finance

    OpenAIRE

    Peter Tufano

    2009-01-01

    Although consumer finance is a substantial element of the economy, it has had a smaller footprint within financial economics. In this review, I suggest a functional definition of the subfield of consumer finance, focusing on four key functions: payments, risk management, moving funds from today to tomorrow (saving/investing), and from tomorrow to today (borrowing). I provide data showing the economic importance of consumer finance in the American economy. I propose a historical explanation fo...

  15. Instructional Materials in Consumer Education: Interpersonal Relations.

    Science.gov (United States)

    North Dakota State Board for Vocational Education, Bismarck.

    The seven interpersonal relations units in the consumer education guide are: Expressing Satisfaction or Dissatisfaction with Consumer Goods and Services, What to Do in Case of a Financial Crisis, Bridging the Generation Gap, Rebellion, Emotions, Discovering Myself, and Dual Role (homemaker/wage earner). Grade levels of the units, are…

  16. Job Satisfaction

    African Journals Online (AJOL)

    Administrator

    Job Satisfaction: Rural Versus Urban Primary Health Care Workers'. Perception in ... doing it well, and being suitably rewarded for one's efforts. Several ... community recognition of their work and improved staff relationship. ..... study found important differences about attractors to ... their work, work-life balance, bureaucracy.

  17. A Measurement of Civil Engineering Customer Satisfaction.

    Science.gov (United States)

    1987-09-01

    and the people who consume it" (2iv-xvii). More recently, service providers have become aware of the importance of customer satisfaction, but most do... customer as both a consumer and a co-producer; that is, the customer is the recipient of the service, and, at the same time, is involved in the...base civil engineering customers are more like consumers and less like co-producers because the BCE works on facilities, not on the occupants

  18. Consumer Fetish

    DEFF Research Database (Denmark)

    Arnould, Eric; Cayla, Julien

    2015-01-01

    in the organizational fetishization of consumers, that is, how in the process of understanding and managing markets, a quasimagical fascination with amalgams of consumer voices, images, and artefacts comes about. We offer several contributions. First, we demonstrate the pertinence of (primarily anthropological...

  19. Satisfaction strength and intention to purchase a new product

    DEFF Research Database (Denmark)

    Tudoran, Ana Alina; Olsen, Svein Ottar; Dopico, Domingo C.

    2012-01-01

    This study examines the role of satisfaction strength on the correspondence between reported satisfaction and intention to purchase a new product. The market testing underlying this study analyzes the market opportunities for a novel prototype. The research was conducted at a central location wit...... satisfaction level alone. The study argues on the nomological validity of the satisfaction construct and reveals that assessment of satisfaction strength should support the management goal of identifying truly satisfied customers.......This study examines the role of satisfaction strength on the correspondence between reported satisfaction and intention to purchase a new product. The market testing underlying this study analyzes the market opportunities for a novel prototype. The research was conducted at a central location...... with 239 randomly selected consumers. Results indicate that (un)certainty, ambivalence, and importance cognitions and feelings significantly moderate the relationship between reported satisfaction and individuals’ intention to purchase. For example, the association between consumers’ reported satisfaction...

  20. Website quality indicators for consumers.

    Science.gov (United States)

    Griffiths, Kathleen M; Christensen, Helen

    2005-11-15

    The rating tool DISCERN was designed for use by consumers without content expertise to evaluate the quality of health information. There is some evidence that DISCERN may be a valid indicator of evidence-based website quality when applied by health professionals. However, it is not known if the tool is a valid measure of evidence-based quality when used by consumers. Since it is a lengthy instrument requiring training in its use, DISCERN may prove impractical for use by the typical consumer. It is therefore important to explore the validity of other simpler potential indicators of site quality such as Google PageRank. This study aimed to determine (1) whether the instrument DISCERN is a valid indicator of evidence-based Web content quality for consumers without specific mental health training, and (2) whether Google PageRank is an indicator of website content quality as measured by an evidence-based gold standard. This was a cross-sectional survey of depression websites using consumer and health professional raters. The main outcome measures were (1) site characteristics, (2) evidence-based quality of content as measured by evidence-based depression guidelines, (3) DISCERN scores, (4) Google PageRank, and (5) user satisfaction. There was a significant association between evidence-based quality ratings and average DISCERN ratings both for consumers (r = 0.62, P = .001) and health professionals (r = 0.80, P PageRank (r = 0.59, P = .002). However, the correlation between DISCERN scores and user satisfaction was higher than the correlation between Google PageRank and user satisfaction. DISCERN has potential as an indicator of content quality when used either by experts or by consumers. Google PageRank shows some promise as an automatic indicator of quality.

  1. Older Consumers in Malaysia

    Directory of Open Access Journals (Sweden)

    David R. Phillips

    2007-07-01

    Full Text Available The main objective of this study was to understand the concerns and problems faced by older people in an industrializing middle-income country, Malaysia, in their process of acquiring products to meet their everyday needs. Respondents aged 55 and over were interviewed in eight states throughout Peninsular Malaysia providing 1356 usable questionnaires; two-thirds from urban and one-third from rural areas. Education, health status, and life satisfaction were recorded. Service patronage behaviour was examined for four main categories of commonly-sought consumer goods: groceries, health supplements, apparel, eating outlets, plus selected services (public transport, vacation packages and financial services. The findings showed that older adults in Malaysia are rather discerning consumers. Many respondents are price conscious and have developed consumer attitudes with regard to attitude of staff and assistance rendered. Many display a good ability to discriminate and to select, especially on the basis of price and durability of products and many appear to be acting as effectively as consumers in any other age group.

  2. Consumer perceptions

    DEFF Research Database (Denmark)

    Ngapo, T. M.; Dransfield, E.; Martin, J. F.

    2004-01-01

    Consumer focus groups in France, England, Sweden and Denmark were used to obtain insights into the decision-making involved in the choice of fresh pork and attitudes towards today's pig production systems. Many positive perceptions of pork meat were evoked. Negative images of the production systems...... that there was no link between the negative images of production methods and their purchase behaviour. The groups were clearly confused and mistrusted the limited information available at the point of purchase. Careful consideration should be given to meat labelling, in particular taking account of the evident consumer...... ethnocentrism, to assure that such information is targeted to enhance consumer confidence....

  3. A model of service quality perceptions and health care consumer behavior.

    Science.gov (United States)

    O'Connor, S J; Shewchuk, R M; Bowers, M R

    1991-01-01

    Analysis of covariance structures (LISREL) was used to examine the influence of consumer held perceptions of service quality on consumer satisfaction and intentions to return. Results indicate that service quality is a significant predictor of consumer satisfaction which, in turn, predicts intention to return. Health care marketing implications are discussed.

  4. Consumer Neoteny

    Directory of Open Access Journals (Sweden)

    Mathieu Alemany Oliver

    2016-07-01

    Full Text Available This research explores childlike consumer behavior from an evolutionary perspective. More specifically, it uses the concept of neoteny to show that the retention of ancestors’ juvenile characteristics is related to specific behaviors. The results of factor analyses conducted on a UK sample (n = 499 and a French sample (n = 292 7 years later indicate four dimensions of childlike consumer behavior, namely, stimulus seeking, reality conflict, escapism, and control of aggression.

  5. Consumer opinions in Argentina on food irradiation: irradiated onions

    International Nuclear Information System (INIS)

    Curzio, O.A.; Croci, C.A.

    1998-01-01

    Two surveys were carried out in Buenos Aires of consumer attitudes towards irradiated onions [no data given]. The first investigated the general level of consumer knowledge concerning food irradiation, whilst the second (which covered consumers who had actually bought irradiated onions) examined reasons for purchase and consumer satisfaction. Results reveal that more than 90% of consumers surveyed had a very limited knowledge of food irradiation

  6. E-lifestyle, Customer Satisfaction and Loyalty among Mobile Subscribers in Thailand

    OpenAIRE

    Hassan, Siti Hasnah; Thurasamy, T. Ramayah; Loi, Wai Yee

    2017-01-01

    This paper aims at assessing the relationship between e-lifestyle, customer satisfaction, and loyalty among mobile service subscribers in Thailand. The results reveal that e-lifestyle has a substantial effect on customer satisfaction. Subsequently, customer satisfaction affects strongly on consumer loyalty towards telecommunication service providers. Moreover, customer satisfaction mediates the relationship between e-lifestyle and consumer loyalty. The study concludes that e-lifestyle has to ...

  7. CONSUMER THEORY

    Directory of Open Access Journals (Sweden)

    Ilie BĂBĂIŢĂ

    2010-06-01

    Full Text Available The behaviour of the economic agent – customer is a rational type of behaviour in order to maximize the satisfaction achieved through the use of commodities. In order to determine a rational behaviour, we start from the premise that every costumer has complete and accurate information on: the structure of commodities existing on the market and their ability to comply with certain wishes, market prices levels and the size of income that shall be spent in a given period in order to purchase various commodities. In order to fulfil its needs, the rational costumer has to chose from a basket of commodities the ones that: provide the greatest satisfaction under the circumstances of income and price restrictions.

  8. Consumers’ view on determinants to food satisfaction

    DEFF Research Database (Denmark)

    Andersen, Barbara Vad; Hyldig, Grethe

    2015-01-01

    The objective of this study was to gain a better understanding of the multiple determinants to food satisfaction from a consumer perspective. The study includes two focus groups with a total of 20 consumers varying in gender, age, employment and food interest. The results were divided into sections...... based on the main themes that arose from analysing the focus groups; i) sensory properties, ii) physical wellbeing, iii) expectations and desires, iv) the food context and v) comparison of the importance of the various determinants to satisfaction. Factors important for food satisfaction appear before...... as well as during and after intake. Before intake, the important factors are; expectations and desires based on memories about previous food experiences and the context in which the food is perceived. Physical wellbeing was mentioned important for the feeling of satisfaction, included in physical...

  9. THE LEVEL OF CUSTOMER SATISFACTION - MEASURE OF SOCIAL EFFICIENCY

    Directory of Open Access Journals (Sweden)

    MUNGIU-PUPĂZAN MARIANA CLAUDIA

    2014-05-01

    Full Text Available Pricing models for social efficiency focuses on assessing the quality, namely the comparison of the desired product to the consumer and the product received, the level of consumer satisfaction on the products and / or services will be therefore a very important component in measuring the effectiveness social. Between the two concepts there is a relationship of mutual interdependence: the level of consumer satisfaction is the result of the quality performance of products and services and high quality products and services is reflected in consumer satisfaction. From the theoretical point of view, according to the marketing strategy, it is necessary to bring to a common level of perceived benefit to consumer expectations. Customer satisfaction is actually the result of a complex information processing.

  10. Delivering Satisfaction

    Institute of Scientific and Technical Information of China (English)

    Liu Xinlian

    2012-01-01

    With more Chinese customers abandoning bricks-and-mortar department stores n favor of onine alternatives,express delivery services have sprouted up in recent years,riding the heels of the online shopping craze.Unfortunately for customers,delivery companies are renowned for providing unreliable service,sparking consumer ire and quickly becoming the bane of most netizens' online shopping experiences.

  11. Retail brand architecture and consumer store loyalty

    DEFF Research Database (Denmark)

    Brunsø, Karen; Grunert, Klaus G.

    is to investigate the relationship between consumers perceived retail brand architecture, their store satisfaction and loyalty. Furthermore we use perceived store image as a mediating factor in our framework. In total 772 Danish households participated in a telephone interview and returned questionnaires by mail....... The major contribution of this research is to conceptualise and empirically investigate the role of brand architecture for perceived store image, store satisfaction and loyalty....

  12. Why measure patient satisfaction?

    Science.gov (United States)

    Riskind, Patty; Fossey, Leslie; Brill, Kari

    2011-01-01

    A practice that consistently and continuously measures patient perceptions will be more efficient and effective in its daily operations. With pay-for-performance requirements on the horizon and consumer rating sites already publicizing impressions from physician encounters, a practice needs to know how it is performing through the eyes of the patients. Azalea Orthopedics has used patient feedback to coach its physicians on better patient communication. The Orthopaedic Institute has used patient satisfaction results to reduce wait times and measure the return on investment from its marketing efforts. Patient survey results that are put to work can enhance the efficiency and effectiveness of practice operations as well as position the practice for increased profitability.

  13. Consumer Behavior

    NARCIS (Netherlands)

    Hoyer, W.D.; MacInnis, D.J.; Pieters, R.

    2013-01-01

    CONSUMER BEHAVIOR combines a foundation in key concepts from marketing, psychology, sociology, and anthropology with a highly practical focus on real-world applications for today's business environment. The new edition of this popular, pioneering text incorporates the latest cutting-edge research

  14. Community satisfaction with indoor residue spraying for Malaria ...

    African Journals Online (AJOL)

    Research has revealed that satisfaction of the consumer with health ... From each cell, an equal number and similar characteristics of study units .... chemical is just a waste of money and our time. .... target changing vector behaviours. Malar J.

  15. Satisfaction with outpatient health services at Jimma Hospital

    African Journals Online (AJOL)

    Objective: To assess consumer satisfaction of outpatient health care services. Methods: A cross-sectional ... tend to influence utilization of services as well as compliance with ... P-value < 0.05 was considered significant. During the study ...

  16. assessment of clients' satisfaction with health service deliveries

    African Journals Online (AJOL)

    Abrham

    showed that the overall client satisfaction level with the health services rendered at ... Therefore, the Hospital management should understand these weak service areas and plan for a better .... for use”, which means the consumer's perception.

  17. When Supermarket Consumers Get Stocked in the Middle

    DEFF Research Database (Denmark)

    Hansen, Torben; Jensen, Jan Møller; Solgaard, Hans Stubbe

    2011-01-01

    , suggesting that consumers with a high-quality/low-price preference structure should be disconfirmed and thus dissatisfied. However, this study finds that – when patronising discount stores and upscale stores – consumers who attach high weight to quality and price are likely to become more satisfied than......Purpose – The purpose of this paper is to investigate whether consumer supermarket satisfaction is influenced by the mere composition of consumers' preference structure, as opposed to more widespread approaches where consumer satisfaction is regarded as the degree to which consumer expectations and....../or preferences are met. Design/methodology/approach – Survey data were collected from 130 consumers using self-administered questionnaires. Structural equation modelling was used to test the authors' proposed hypotheses. Findings – According to consumers, not many supermarkets offer high quality at low prices...

  18. Loyalty programs and their impact on consumer

    OpenAIRE

    Rothmajerová, Jaroslava

    2010-01-01

    The thesis is focused on loyalty programs. The aim of the thesis is to show how the loyalty program works by using a particular example and how it affects consumers. In the theoretical part, there is explained the position of loyalty programs in marketing. The thesis also deals with media, which use loyalty programs in marketing communication. In the practical part, the loyalty program of Nestlé is analysed, which is aimed at children as consumers. Awareness and satisfaction with loyalty prog...

  19. Marketing analysis of a maternity service by a consumer.

    Science.gov (United States)

    Crowley-Murphy, M

    1996-07-01

    Marketing analysis is a means of identifying consumer satisfaction, thus providing a means of exploiting weaknesses in competitors. As part of a graduate midwifery programme a small study was undertaken analysing marketing activities used by one competitor provider of maternity care services. The Marketing mix, Ansoff matrix and Gap analysis were the marketing tools used. Recommendations to midwifery service providers suggest using market research to identify consumer expectations and explore areas of both satisfaction and dissatisfaction.

  20. Global approach of mean service satisfaction assessment

    Directory of Open Access Journals (Sweden)

    Ahmed Dooguy Kora

    2014-01-01

    Full Text Available A theoretical expression for mobile service satisfaction assessment has been proposed. Mobile networks users’ satisfaction is a major concern for the operators and regulators. Therefore a certain level of network qualification is required to be offered to consumers by operators thanks to the decisions initiated by the regulation authority. For the assessment of the level of satisfaction, several methodologies and tools (measuring and monitoring have emerged. Ranking in two broad categories, namely the objective and subjective methods, both have advantages as well as disadvantages. This Letter has proposed a unified approach to evaluate more objectively users’ level of satisfaction of a service based on the most common network key performance indicators (KPIs rate following the different methods. This approach's main advantage is that it has taken advantages of the different positive aspects of the existing methods and outperformed their limitations thanks to the introduced concept of global KPI. In addition, the size of samples according to each method has been considered. A mean service satisfaction theoretical expression has been proposed to regulation authority, consumers association and operators as common base of service satisfaction assessment.

  1. Determinants Of Housing Satisfaction In Residential Localities ...

    African Journals Online (AJOL)

    Six major dimensions or factors were produced as determinants of housing satisfaction in Uyo. These factors are social infrastructure, housing facilities, consumers goods availability, health and leisure water supply and security service factors. These six factors accounted for 80% of the variation within the data set. These six ...

  2. Consumer Behavior

    OpenAIRE

    Tatiana Bass

    2011-01-01

    This article reviews the role played by a producer of goods and services in consumer life. But because the manufacturer can achieve its purpose, to obtain profit and to attract more clients, he needs to know the consumer’s needs and preferences. Equally important for the producer is to find solutions for his products and services to be developed in conditions of maximum efficiency and become more aware of why they are buying, find out who, what, from where, when, how and how much to buy and h...

  3. Consumer experiences in a consumer-driven health plan.

    Science.gov (United States)

    Christianson, Jon B; Parente, Stephen T; Feldman, Roger

    2004-08-01

    To assess the experience of enrollees in a consumer-driven health plan (CDHP). Survey of University of Minnesota employees regarding their 2002 health benefits. Comparison of regression-adjusted mean values for CDHP and other plan enrollees: customer service, plan paperwork, overall satisfaction, and plan switching. For CDHP enrollees only, use of plan features, willingness to recommend the plan to others, and reports of particularly negative or positive experiences. There were significant differences in experiences of CDHP enrollees versus enrollees in other plans with customer service and paperwork, but similar levels of satisfaction (on a 10-point scale) with health plans. Eight percent of CDHP enrollees left their plan after one year, compared to 5 percent of enrollees leaving other plans. A minority of CDHP enrollees used online plan features, but enrollees generally were satisfied with the amount and quality of the information provided by the CDHP. Almost half reported a particularly positive experience, compared to a quarter reporting a particularly negative experience. Thirty percent said they would recommend the plan to others, while an additional 57 percent said they would recommend it depending on the situation. Much more work is needed to determine how consumer experience varies with the number and type of plan options available, the design of the CDHP, and the length of time in the CDHP. Research also is needed on the factors that affect consumer decisions to leave CDHPs.

  4. Consumer Issues and Consumer Protection in Asia.

    Science.gov (United States)

    Widdows, Richard; And Others

    1995-01-01

    Looks at themes of consumer interests in Asia and comments on the directions consumer policy is taking in that region. Outlines issues facing the region's consumers, describes evolving consumer protection mechanisms, and presents a model for promoting consumer interests in the region. (JOW)

  5. Food neophobia, nanotechnology and satisfaction with life

    DEFF Research Database (Denmark)

    Schnettler, Berta; Crisóstomo, Gloria; Sepúlveda, José

    2013-01-01

    This study investigates the relationship between food neophobia, satisfaction with life and food-related life, and acceptance of the use of nanotechnology in food production. Questionnaire data was collected from a sample of 400 supermarket shoppers in southern Chile. The questionnaire measured...... knowledge of nanotechnology and willingness to purchase food products involving nanotechnology, and included the SWLS (Satisfaction with Life Scale), SWFL (Satisfaction with Foodrelated Life) and FNS (Food Neophobia Scale) scales. Using cluster analysis, four consumer types were distinguished...... with significant differences in their scores on the SWLS, SWFL and FNS. The types differed in their knowledge of nanotechnology, willingness to purchase foods involving nanotechnology, age, socioeconomic level and lifestyle. The least food-neophobic type had the highest levels of satisfaction with life...

  6. Food neophobia, nanotechnology and satisfaction with life

    DEFF Research Database (Denmark)

    Schnettler, Berta; Crisóstomo, Gloria; Sepúlveda, José

    2013-01-01

    knowledge of nanotechnology and willingness to purchase food products involving nanotechnology, and included the SWLS (Satisfaction with Life Scale), SWFL (Satisfaction with Foodrelated Life) and FNS (Food Neophobia Scale) scales. Using cluster analysis, four consumer types were distinguished......This study investigates the relationship between food neophobia, satisfaction with life and food-related life, and acceptance of the use of nanotechnology in food production. Questionnaire data was collected from a sample of 400 supermarket shoppers in southern Chile. The questionnaire measured...... with significant differences in their scores on the SWLS, SWFL and FNS. The types differed in their knowledge of nanotechnology, willingness to purchase foods involving nanotechnology, age, socioeconomic level and lifestyle. The least food-neophobic type had the highest levels of satisfaction with life...

  7. A CONCEPTUAL MODEL OF ASSESSMENT OF KNOWLEDGE TRANSFER TO CONSUMER

    Directory of Open Access Journals (Sweden)

    Jurgita Raudeliūnienė

    2017-12-01

    Full Text Available Due to changing needs of knowledge consumers in the context of globalization organizations find it important to search out the way of effective application of the process of knowledge sharing and distribution in their activity in order to create and/or select proper means of communication with consumers on purpose of effective satisfaction of their knowledge needs. In order to address the problems of such nature it is important to assess the process of knowledge transfer and consumer purchase, knowledge needs, knowledge transferred to meet of consumer needs, channels and means of knowledge transfer. Also, to select purposefully channels of communication with consumers and tools of e-marketing that are suitable for satisfaction of consumer needs, i.e. channels and tools that affect self-determination of consumer to take a decision to acquire a product or service of specific organization.

  8. THE LEVEL OF CUSTOMER SATISFACTION AS ONE OF THE GOALS OF THE QUALITY OF THE ORGANIZATION IN THE BAKERY INDUSTRY

    OpenAIRE

    Aleksandar Maric; Slavko Arsovski

    2010-01-01

    The original definition of consumption (from Latin "consumer") that is closely related to the notion of consumer, related to the taking of food- consuming. This paper describes an original methodology of measuring customer satisfaction bakery products (bread and pastries) as well as the quality objectives of the organization. By comparing the size of the level of satisfaction obtained by this method of measuring the ACSI index, as one of the most used way to measure customer satisfaction with...

  9. National customer satisfaction indices: The impact of market structure

    DEFF Research Database (Denmark)

    Eskildsen, Jacob Kjær; Kristensen, Kai

    The popularity of customer satisfaction measurements has grown considerably over the last few years but we know very little about how the structure of the individual markets with respect to the transparency of products and services as well as consumer preferences affects customer satisfaction. Here...... a total of 14540 customers have evaluated their preferred supplier with respect to banking, property insurance, supermarkets and mobile telecom. The analysis shows that market structure has a profound effect on customer satisfaction measurements and that this effect differs from industry to industry....... The paper concludes with an evaluation of the implications of the findings in relation to the use of results from customer satisfaction studies....

  10. The Effect of Knowledge Miscalibration on the Dimensions of Consumer Value

    OpenAIRE

    Razmdoost, Kamran

    2015-01-01

    Consumer value is an important determinant of consumers’ post-use behaviour, for example satisfaction, repeat purchase and word of mouth. The existing research mainly looks at the factors associated with the product and service providers to improve consumer value. Few studies on the role of the consumer in shaping consumer value have found consumer knowledge to be an important element in shaping consumer value. Adopting critical realism, this PhD expands this area of knowledge ...

  11. Measurement of patient satisfaction with community pharmacy services: a review.

    Science.gov (United States)

    Naik Panvelkar, Pradnya; Saini, Bandana; Armour, Carol

    2009-10-01

    The aim of this review is to conduct an in-depth analysis of the available literature in order to identify and evaluate studies measuring patient satisfaction with pharmacy services delivered by pharmacists in a community setting. An extensive literature search was conducted in five databases (Medline, Scopus, Embase, Psychinfo, International Pharmaceutical Abstracts) using the search terms "patient/client/consumer satisfaction" AND "community pharmacy/pharmacies" AND "pharmacy service/pharmaceutical services/pharmacy program/intervention/intervention studies". Only those articles where the main focus was measuring patient satisfaction with services delivered in community pharmacies were included in the review. Patient satisfaction was explored with three different levels of pharmacy services -- general services, intervention services and cognitive services. Twenty-four articles measuring patient satisfaction with community pharmacy services were retrieved. Of these, eleven measured patient satisfaction with general services, six measured satisfaction with intervention services and seven measured satisfaction with cognitive services. The majority of studies reviewed had adopted and measured satisfaction as a multidimensional construct. None of the studies reviewed tested any theoretical models of satisfaction. Further a lack of consistent instruments measuring patient satisfaction was observed, with most of the reviewed studies using self developed, non-validated or ad hoc instruments with items from various previously published papers. The review also observed high levels of patient satisfaction with pharmacy services be they general, intervention or cognitive services. This review found that patient satisfaction has been measured within the community pharmacy context to a certain degree. Further research is needed to develop and test instruments based on theoretical frameworks, to test satisfaction pre and post hoc and in well designed randomized controlled

  12. Satisfaction and 'comparison sharing'

    DEFF Research Database (Denmark)

    Amilon, Anna

    2009-01-01

    the probability of satisfaction. Results show that comparison sharing impacts satisfaction for women, and that those women who share more equally than their peers are more likely to be satisfied, whereas comparison sharing has no influence on satisfaction for men. Also, parents are less likely to be satisfied...

  13. Affect or cognition: which is more influencing older adult consumers' loyalty?

    Science.gov (United States)

    Kaur, Deepraj; Mustika, Martina Dwi; Sjabadhyni, Bertina

    2018-04-01

    In studies on consumer behavior science, it is argued that brand affect, consumer satisfaction, and disconfirmation influence brand loyalty. This study aims to investigate whether the interaction of brand affect and cognition predicts brand loyalty in older adult consumers if consumer satisfaction is considered. A group of 344 older adult consumers participated and a mediated moderation analysis of the data was used to test our hypotheses. The results showed that consumer satisfaction increased the relationship between brand affect and brand loyalty in older adult consumers. However, disconfirmation did not influence that relationship. It can be concluded that the loyalty of older adult consumers toward a brand was more likely to be influenced by their affection than their cognition. Therefore, marketers should design products that better satisfy this population group and create loyalty to the product through enhancing affect connections.

  14. Affect or cognition: which is more influencing older adult consumers' loyalty?

    Directory of Open Access Journals (Sweden)

    Deepraj Kaur

    2018-04-01

    Full Text Available In studies on consumer behavior science, it is argued that brand affect, consumer satisfaction, and disconfirmation influence brand loyalty. This study aims to investigate whether the interaction of brand affect and cognition predicts brand loyalty in older adult consumers if consumer satisfaction is considered. A group of 344 older adult consumers participated and a mediated moderation analysis of the data was used to test our hypotheses. The results showed that consumer satisfaction increased the relationship between brand affect and brand loyalty in older adult consumers. However, disconfirmation did not influence that relationship. It can be concluded that the loyalty of older adult consumers toward a brand was more likely to be influenced by their affection than their cognition. Therefore, marketers should design products that better satisfy this population group and create loyalty to the product through enhancing affect connections. Keywords: Business, Psychology

  15. Consumer evaluation of complaint handling in the Dutch health insurance market.

    Science.gov (United States)

    Wendel, Sonja; de Jong, Judith D; Curfs, Emile C

    2011-11-15

    How companies deal with complaints is a particularly challenging aspect in managing the quality of their service. In this study we test the direct and relative effects of service quality dimensions on consumer complaint satisfaction evaluations and trust in a company in the Dutch health insurance market. A cross-sectional survey design was used. Survey data of 150 members of a Dutch insurance panel who lodged a complaint at their healthcare insurer within the past 12 months were surveyed. The data were collected using a questionnaire containing validated multi-item measures. These measures assess the service quality dimensions consisting of functional quality and technical quality and consumer complaint satisfaction evaluations consisting of complaint satisfaction and overall satisfaction with the company after complaint handling. Respondents' trust in a company after complaint handling was also measured. Using factor analysis, reliability and validity of the measures were assessed. Regression analysis was used to examine the relationships between these variables. Overall, results confirm the hypothesized direct and relative effects between the service quality dimensions and consumer complaint satisfaction evaluations and trust in the company. No support was found for the effect of technical quality on overall satisfaction with the company. This outcome might be driven by the context of our study; namely, consumers get in touch with a company to resolve a specific problem and therefore might focus more on complaint satisfaction and less on overall satisfaction with the company. Overall, the model we present is valid in the context of the Dutch health insurance market. Management is able to increase consumers' complaint satisfaction, overall satisfaction with the company, and trust in the company by improving elements of functional and technical quality. Furthermore, we show that functional and technical quality do not influence consumer satisfaction evaluations and

  16. Patient satisfaction: does surgical volume matter?

    Science.gov (United States)

    Tevis, Sarah E; Kennedy, Gregory D

    2015-06-01

    Patient satisfaction is an increasing area of interest due to implications of pay for performance and public reporting of results. Although scores are adjusted for patient factors, little is known about the relationship between hospital structure, postoperative outcomes, and patient satisfaction with the hospital experience. Hospitals participating in the University HealthSystem Consortium database from 2011-2012 were included. Patients were restricted to those discharged by general surgeons to isolate surgical patients. Hospital data were paired with Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) results from the Hospital Compare website. Postoperative outcomes were dichotomized based on the median for all hospitals and stratified based on surgical volume. The primary outcome of interest was high on overall patient satisfaction, whereas other HCAHPS domains were assessed as secondary outcomes. Chi square and binary logistic regression analyses were performed to evaluate whether postoperative outcomes or surgical volume more significantly influenced high patient satisfaction. The study population consisted of 171 hospitals from the University HealthSystem Consortium database. High surgical volume was a more important predictor of overall patient satisfaction regardless of hospital complication (P patient satisfaction on the HCAHPS survey than postoperative outcomes, whereas volume was less predictive in other HCAHPS domains. Patients may require more specific questioning to identify high quality, safe hospitals. Copyright © 2015 Elsevier Inc. All rights reserved.

  17. Dimensionality of the Consumer Perceived Value of Product Colour

    OpenAIRE

    Kiehelä, Hanna

    2014-01-01

    Consumers’ product assessments are largely based on colour, and a product’s colour can increase consumer satisfaction, awareness and loyalty. However, existing colour research is fragmented and calls for theoretically-enhanced understandings of the role of colour in consumer product perception. The existing colour research mainly focuses on consumers’ immediate reactions when exposed to colours although studies show that consumers evaluate products differently in purchase and in use. There...

  18. Determining consumer preferences for a cash option: Arkansas survey results.

    Science.gov (United States)

    Simon-Rusinowitz, L; Mahoney, K J; Desmond, S M; Shoop, D M; Squillace, M R; Fay, R A

    1997-01-01

    As long-term care (LTC) expenditures have risen, policymakers have sought ways to control costs while maintaining consumer satisfaction. Concurrently, there is increasing interest within the aging and disability communities in consumer-directed care. The Cash and Counseling Demonstration and Evaluation (CCDE) seeks to increase consumer direction and control costs by offering a cash allowance and information services to persons with disabilities, enabling them to purchase needed assistance. The authors present results from a telephone survey conducted to assess consumer preferences for a cash option in Arkansas and describe how findings from the four-State CCDE can inform consumer information efforts and policymakers.

  19. Marketing strategies - consumers

    International Nuclear Information System (INIS)

    Campbell, C.

    1985-01-01

    As Australia's largest consumer organisation, the Australian Consumers' Association (ACA) has a vital role in providing information, so consumers can make an informed choice, as well as participating in formulation of standards to increase the quality of products, including foods. The consumer movement is marketing the process of irradiation and will continue to give consumers information that allows them to make an informed choice

  20. Consumer Economics and Consumer Mathematics Textbooks.

    Science.gov (United States)

    Eastern Michigan Univ., Ypsilanti. National Inst. for Consumer Education.

    This publication lists a selection of consumer economics and consumer mathematics textbooks available for review from the National Institute for Consumer Education. Twenty-six textbooks for the secondary level are cited. Nine advanced level texts are also listed. These texts are generally considered college level texts but could be adapted for…

  1. Online Consumer Ethnocentrism of Danish Consumers

    DEFF Research Database (Denmark)

    Bujac, Andreea Ioana

    2017-01-01

    No doubt that consumer ethnocentrism is an important phenomenon in international marketing. However, not much attention has been paid to consumer ethnocentrism in an online context. The current study aims to fill in this gap. Specifically, the ethnocentric tendency of Danish online consumers...

  2. Running Head: Improving Pharmacy Customer Satisfaction

    Science.gov (United States)

    2006-06-29

    move to a prospective payment system. As part of measuring appropriate resource utilization, customer or * - patient satisfaction has been introduced...the consumer . If a patient does not like the manner in how the care was delivered [regardless of the caliber of care, they may choose to take their...features of a health care plan to patients . The rising cost of healthcare and pharmaceuticals causes many to closely Fevaluate the plans they choose

  3. PRICING STRATEGY USED AS A TOOL FOR BUILDING CUSTOMER SATISFACTION IN THE RETAIL SECTOR

    Directory of Open Access Journals (Sweden)

    Toma Sorin

    2010-12-01

    Full Text Available The purpose of this article is to highlight the importance of pricing strategy in the retail sector and the power of their influence on consumer behavior. Merchants should consider the price generates perceptions and can influence consumer behavior and buying customers. They must also understand how to participate in the price of consumer satisfaction.

  4. Customer satisfaction research

    Energy Technology Data Exchange (ETDEWEB)

    Tormasi, T

    1987-03-01

    A review of four aspects of the Gas and Fuel Corporation of Victoria's study of customer satisfaction covers: (1) corporate goals to meet its responsibility as a public utility and operate as a successful marketing organization, (2) the history of customer satisfaction research by GFC, (3) measurements of customer satisfaction through expectations research, and (4) case studies involving domestic appliance maintenance and gas mains renewal. Continuous validation of GFC's policies and procedures is the basis for future growth and success. 3 tables.

  5. Improving customer satisfaction

    OpenAIRE

    Wei, Yu

    2011-01-01

    Today, the competition among enterprises is growing in intensity and organizations of all types and sizes have increasingly come to understand the importance of customer satisfaction and good services. The purpose of this study is to investigate the present level of customer satisfaction with language training institutes and find out any possible areas of improvement. This thesis will discuss and analyze the factors that influence the customer’s level of satisfaction and assist the case compa...

  6. Determinants Of Consumers’ Satisfaction and Acceptance of Direct Selling

    OpenAIRE

    Alturas, Bráulio; Santos, Maria da Conceição; Pereira, Ivo

    2005-01-01

    This paper studies the factors that influence the consumers’ satisfaction and acceptance of direct selling. Direct selling has been exhibiting in the last decade substantial growth in sales revenues and number of salespeople involved. Also the acceptance on the part of the consumers has been increasing; in spite of they show more and more demanding and informed. The literature reveals that the relationship between customer satisfaction and direct selling has not been sufficiently studied, yet...

  7. Management Satisfaction Survey

    Data.gov (United States)

    Office of Personnel Management — The Chief Human Capital Officers' Managers' Satisfaction Survey asks managers to rate their perception of workforce planning, interaction with and levels of support...

  8. [Nurses' professional satisfaction].

    Science.gov (United States)

    Del Cura, M L; Rodrigues, A R

    1999-10-01

    We carried out a study with 91 nurses, trying to find out about the feelings of these professionals regarding their satisfaction at work. We used the Work Satisfaction Assessment Questionnaire (WSAQ), drawn up and validated by Siqueira (1978) and adapted with the analysis of seven factors: General Satisfaction; Physical and Psychological Stress; "Status" of the Job; Location of the Company; Compensating Benefits; Recognition and Personal Development. Data showed nurses satisfied with their work, in its intrinsic aspects (Accomplishment, Recognition and Autonomy). The psychiatric nurses were the most mature, most experienced, showing a higher satisfaction level, whereas the pediatric nurses were the youngest, most inexperienced and presenting the highest level of dissatisfaction at work.

  9. Consumers' intention to stay with a brand : An examination of potential precursors for brand switching

    NARCIS (Netherlands)

    Kokkiadi, L.K.; Blomme, R.J.

    2013-01-01

    This study addresses factors affecting consumers' intention to stay with a brand: in particular their cell phone brand. It aims to discover the extent to which consumers are influenced by age, satisfaction, brand commitment, the length of the consumer decision process, social groups, user experience

  10. A Nursing Interaction Approach to Consumer Internet Training on Quality Health Care

    Science.gov (United States)

    Lesley, Marsha L.; Oermann, Marilyn H.; Vander Wal, Jillon S.

    2004-01-01

    This study examined the effectiveness of using the Internet to teach consumers about quality health care, compared consumer definitions of quality health care prior to and following completion of the Internet experience, and compared ratings of learning, satisfaction and value of the Internet instruction between consumers who completed the…

  11. Is there a relationship between patient satisfaction and favorable outcomes?

    Science.gov (United States)

    Kennedy, Gregory D; Tevis, Sarah E; Kent, K Craig

    2014-10-01

    Patient satisfaction with the health care experience has become a top priority for Centers for Medicare and Medicaid Services. With resources and efforts directed at patient satisfaction, we evaluated whether high patient satisfaction measured by HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems) surveys correlates with favorable outcomes. Medical centers were identified from the University HealthSystem Consortium database from 2011 to 2012. Variables included hospital characteristics, process measure compliance, and surgical outcomes. Chi-squared analysis was used to evaluate for variables associated with high patient satisfaction (defined as hospitals that scored above the 50th percentile of top box scores). We identified 171 hospitals with complete data. The following variables were significantly associated with high overall patient satisfaction: large hospitals, high surgical volume, and low mortality (P patient satisfaction. Low mortality index was consistently found to be associated with high satisfaction across 9 of 10 HCAHPS domains. We found that hospital size, surgical volume, and low mortality were associated with high overall patient satisfaction. However, with the exception of low mortality, favorable surgical outcomes were not consistently associated with high HCAHPS scores. With existing satisfaction surveys, we conclude that factors outside of surgical outcomes appear to influence patients' perceptions of their care.

  12. Brand Awareness and Consumer Loyalty in Malaysia

    OpenAIRE

    Firend, A.R; Alvandi, S.

    2015-01-01

    The objectives of this study is to evaluate consumer's awareness of brand by studying the relationship between brand awareness and variables such as customer loyalty, customer satisfaction, customer trust and quality of services. The study examines the relationship through a quantitative research methodology conducted in main peninsula Malaysia. The examined brand Air Asia airline's services in Malaysia. This study finds the existence of crucial association between customer loyalty, trust, sa...

  13. CGB - Consumer Complaints Data

    Data.gov (United States)

    Federal Communications Commission — Individual informal consumer complaint data detailing complaints filed with the Consumer Help Center beginning October 31, 2014. This data represents information...

  14. Food neophobia, nanotechnology and satisfaction with life.

    Science.gov (United States)

    Schnettler, Berta; Crisóstomo, Gloria; Sepúlveda, José; Mora, Marcos; Lobos, Germán; Miranda, Horacio; Grunert, Klaus G

    2013-10-01

    This study investigates the relationship between food neophobia, satisfaction with life and food-related life, and acceptance of the use of nanotechnology in food production. Questionnaire data was collected from a sample of 400 supermarket shoppers in southern Chile. The questionnaire measured knowledge of nanotechnology and willingness to purchase food products involving nanotechnology, and included the SWLS (Satisfaction with Life Scale), SWFL (Satisfaction with Food-related Life) and FNS (Food Neophobia Scale) scales. Using cluster analysis, four consumer types were distinguished with significant differences in their scores on the SWLS, SWFL and FNS. The types differed in their knowledge of nanotechnology, willingness to purchase foods involving nanotechnology, age, socioeconomic level and lifestyle. The least food-neophobic type had the highest levels of satisfaction with life and with food-related life and also had the highest acceptance of packaging and foods produced with nanotechnology. The results suggest that the degree of food neophobia is associated with satisfaction with life and with food-related life, as well as with the acceptance of products with nanotechnological applications. Copyright © 2013 Elsevier Ltd. All rights reserved.

  15. Analysis of the Variables that Affect Bookstore Customer Satisfaction

    Directory of Open Access Journals (Sweden)

    Elis Ratna Wulan

    2016-02-01

    Full Text Available Competition, which becomes more widespread, complex, and intense, drives companies to must be able to see the various opportunities that exist and to identify strategies for creating customer satisfaction. As an example of a company must be able to produce products with good quality, reasonable price, facilities, and companies are able to create a positive image in the eyes of consumers. This strategy is quite important in facing the competitive level of competition with rival firms. This research is aimed to analysis simultaneously or partially positive effect of the facilities, prices and corporate image on customer satisfaction, as well as analyzing the most dominant variable in effecting bookstore customer satisfaction. Data used in this research are primary data from Tmbookstore customer in Cianjur city, West Java Indonesia, which were collected from respondents using valid and reliable questionnaire. A total of 100 respondents were selected from Tmbookstore visitors by accidental sampling. Data were analyzed using multiple regression analysis. Results of the research indicate that product, price, location, and simultaneously affect to bookstore consumer satisfaction. Partially, only two of the three variables that affect bookstore consumer satisfaction namely price and company image. Image of the company is the most a dominant impact on bookstore customer satisfaction.

  16. Analysis of the Variables that Affect Bookstore Customer Satisfaction

    Directory of Open Access Journals (Sweden)

    Elis Ratna Wulan

    2015-06-01

    Full Text Available Competition, which becomes more widespread, complex, and intense, drives companies to must be able to see the various opportunities that exist and to identify strategies for creating customer satisfaction. As an example of a company must be able to produce products with good quality, reasonable price, facilities, and companies are able to create a positive image in the eyes of consumers. This strategy is quite important in facing the competitive level of competition with rival firms. This research is aimed to analysis simultaneously or partially positive effect of the facilities, prices and corporate image on customer satisfaction, as well as analyzing the most dominant variable in effecting bookstore customer satisfaction.  Data used in this research are primary data from Tmbookstore customer in Cianjur city, West Java Indonesia, which were collected from respondents using valid and reliable questionnaire. A total of 100 respondents were selected from Tmbookstore visitors by accidental sampling. Data were analyzed using multiple regression analysis. Results of the research indicate that product, price, location, and simultaneously affect to bookstore consumer satisfaction. Partially, only two of the three variables that affect bookstore consumer satisfaction namely price and company image. Image of the company is the most a dominant impact on bookstore customer satisfaction.

  17. Customer Satisfaction with the Loyalty Programs in Retail

    Directory of Open Access Journals (Sweden)

    Kraljević Radojka

    2017-12-01

    Full Text Available The loyalty programs are often part of a comprehensive strategy for customer relationship and provide a good way to identify and maintain customers with greater value than others. The main objective of this paper is to show the role of loyalty programs affecting customer satisfaction in retail. The purpose of the empirical research was to discover the effects of loyalty programs on customer satisfaction. Research has shown (N= 53 that the loyalty program is not the determinating factor. All other examined factors such as product range, price, locationof the store and customers relationship proved to be the more relevant for consumer satisfaction.

  18. Designing satisfaction studies

    DEFF Research Database (Denmark)

    Kristensen, Kai; Eskildsen, Jacob Kjær

    2007-01-01

    In the effect sampling method, presentation of researcher, the intro text, the order of questions in the questionnaire along with the number of categories in the rating scale is tested in relation to the design of satisfaction studies. Based on the analyses specific recommendations for designing...... satisfaction studies are given....

  19. Measuring patient satisfaction.

    Science.gov (United States)

    Levin, Roger

    2005-03-01

    Many businesses use customer satisfaction surveys successfully. You may notice that you find one in almost every restaurant or hotel room. I do not think it is a coincidence that the hotel industry provides some of the finest customer service available. When it comes to providing excellent customer service, dental practices can learn from businesses that regularly assess customer satisfaction.

  20. Citizen (Dis)satisfaction

    DEFF Research Database (Denmark)

    Olsen, Asmus Leth

    2015-01-01

    This article introduces the importance of equivalence framing for understanding how satisfaction measures affect citizens’ evaluation of public services. Does a 90 percent satisfaction rate have a different effect than a logically equivalent 10 percent dissatisfaction rate? Two experiments were...... conducted on citizens’ evaluations of hospital services in a large, nationally representative sample of Danish citizens. Both experiments found that exposing citizens to a patient dissatisfaction measure led to more negative views of public service than exposing them to a logically equivalent satisfaction...... metric. There is some support for part of the shift in evaluations being caused by a negativity bias: dissatisfaction has a larger negative impact than satisfaction has a positive impact. Both professional experience at a hospital and prior exposure to satisfaction rates reduced the negative response...

  1. Journal of Consumer Sciences

    African Journals Online (AJOL)

    The Journal of Consumer Sciences is an official publication of the South African Association of Family Ecology and Consumer Sciences (SAAFECS). The Journal of Consumer Sciences (JCS) publishes articles that focus on consumer experiences in different places and from different perspectives and methodological ...

  2. The Influence Of Customer Satisfaction Towards Brand Loyalty Among Women Gadget User From Apple Brand

    OpenAIRE

    Silaen, Serefhy Meilani

    2016-01-01

    This study aims to determine The influence of Customer satisfaction towards Brand loyalty among women gadget user from apple brand. Subjects in this study were 100 female consumer from apple brand who make repurchases minimum 3 times. Subjects were obtained by purposive sampling technique. This study used customer satisfaction scale based on the theory from Susanto and Wijanarko (2004). It also includes theories about the elements of customer satisfaction by Wilkie (1994). Brand loyalty scale...

  3. A Comprehensive Model Of Customer Satisfaction In Hospitality And Tourism: Strategic Implications For Management

    OpenAIRE

    Robert Christie Mill

    2011-01-01

    Providing and maintaining customer satisfaction is one of the most important challenges facing business today. Although this is a relatively new concept, research into this area has grown since the early 1980s. One ongoing debate in consumer satisfaction circles is the extent to which it is a cognitive process or an emotional state. The two theories that best explain customer satisfaction are disconfirmation paradigm and expectancy-value concept. Disconfirmation theory postulates that cus...

  4. Survey of pay satisfaction, job satisfaction and employee turnover in ...

    African Journals Online (AJOL)

    Survey of pay satisfaction, job satisfaction and employee turnover in selected business organisations in Lagos, Nigeria. ... Global Journal of Social Sciences ... The study was an attempt at investigating the relatedness of pay satisfaction, job satisfaction and employee turnover in business organizations in Lagos Nigeria.

  5. MEASURING INDIAN PATIENTS' SATISFACTION: A CASE OF PRIVATE HOSPITALS

    OpenAIRE

    S. Samar Ali; Faizan Ahmed

    2010-01-01

    Exposure to global markets and competitors has placed increasing demands on all sectors of the Indian market. Introducing consumer choice was one of the key motivations underpinning the various healthcare utility privatization of the Indian Hospitals in 1980s, along with enhancing the quality of service provided to consumers. Customer satisfaction is becoming increasingly important for organizational survival, let alone prosperity. This paper aims to study the effect of service facilities pro...

  6. The Impact of Value Congruence on Consumer-Service Brand Relationships

    NARCIS (Netherlands)

    Zhang, J.; Bloemer, J.M.M.

    2008-01-01

    By integrating results from literature pertaining to social psychology, organizational behavior, and relationship marketing, the authors develop and test a model that explains how value congruence affects the key components of consumer-brand relationship quality and outcomes, including satisfaction,

  7. Clients' Satisfaction with Monopolistic Services and Commitment to the Organization: A University Context

    Science.gov (United States)

    Thomas, James L.; Cunningham, Brent J.

    2009-01-01

    This study investigates the relationship between monopolistic service providers and customer satisfaction and commitment. The authors investigated how the ethical perceptions of service consumers, their perceptions of service quality, and satisfaction effect commitment to the long-term relationship with monopolistic service providers. Results…

  8. Anteseden dan Konsekuensi dari Customer Satisfaction pada Rumah Sakit Umum Daerah di Surabaya

    OpenAIRE

    Purnomo, Sri Mulyono Joko Purnomo

    2015-01-01

    The background of this study was to entrust the health services to hospitals on quality, consumers willhave the brand attitude, brand attitude of consumers to the brand overall evaluation. Or a positiveassessment of the brand can lead customers into believing the services provided so that the companybelieves this attitude that led to patient satisfaction and intent to return again using the sameservice.Customer satisfaction is the impact of the quality of the results, the quality of the inter...

  9. ANTESEDEN DAN KONSEKUENSI DARI CUSTOMER SATISFACTION PADA RUMAH SAKIT UMUM DAERAH DI SURABAYA

    OpenAIRE

    Sri Mulyono Joko Purnomo Purnomo

    2015-01-01

    The background of this study was to entrust the health services to hospitals on quality, consumers will have the brand attitude, brand attitude of consumers to the brand overall evaluation. Or a positive assessment of the brand can lead customers into believing the services provided so that the company believes this attitude that led to patient satisfaction and intent to return again using the same service.Customer satisfaction is the impact of the quality of the results, the qual...

  10. Energy Report. State of the art in the market for consumers. First six months of 2011

    International Nuclear Information System (INIS)

    2011-09-01

    Based on a number of key indicators, the market outcomes and market structure of the consumer market for energy are mapped, including the behavior of consumers. This report is limited to displaying a number of figures and facts, relating to the demand for products, prices, concentrations, switching, satisfaction and confidence of consumers in the energy market and information from ConsuWijzer, a Dutch governmental consumer protection organization. [nl

  11. Physicians' Job Satisfaction.

    African Journals Online (AJOL)

    AmL

    doctors and retention of the existing doctors, in addition to the ... an employee's well-being Examples of job resources are job ..... increase physician job satisfaction for ensuring the .... both pay and benefits physicians at private hospitals.

  12. ASD Customer Satisfaction Survey

    Data.gov (United States)

    Department of Veterans Affairs — ASD implemented a customer satisfaction survey for our products and services. This feedback will provide a better understanding of how ASD products and services can...

  13. Applicant Satisfaction Survey

    Data.gov (United States)

    Office of Personnel Management — The Chief Human Capital Officers developed 3 surveys that asks applicants to assess their satisfaction with the application process on a 1-10 point scale, with 10...

  14. Consumer Empowerment in Dermatology

    Science.gov (United States)

    Hoch, Heather E.; Busse, Kristine L.; Dellavalle, Robert P.

    2009-01-01

    Summary Health care consumers increasingly confront and collaborate with their medical providers. We describe consumer success in other medical fields and in dermatology, especially dermatologic disease advocacy and improving dermatologist-patient interactions. PMID:19254661

  15. Into beef consumers' mind

    DEFF Research Database (Denmark)

    de Barcellos, Marcia Dutra; Brei, Vinicius A.

    indicated similarities amongst Brazilian and Australian consumers regarding their positive attitude towards beef and main concerns regarding its consumption. Dutch consumers, although presented negative attitudes, considered beef consumption as important. In general respondents presented a high degree...

  16. Customer Satisfaction with Air Force Civil Engineering Support

    Science.gov (United States)

    1988-09-01

    organization seeking to promote customer satisfaction. The answer is yes to both. Through advertising and interaction with consumers , companies...Many companies manage customer expectations by overpromising performance through unreliable and sometimes intentionally misleading advertising . Many... customers ’ expectations by only advertising and making commitments they can meet. Then they do whatever it takes to keep their word (Lele, 1987: 148

  17. Customer satisfaction and business excellence

    DEFF Research Database (Denmark)

    Kristensen, Kai; Martensen, Anne; Grønholdt, Lars

    The topic for this paper is the link between customer satisfaction and business performance, which makes it possible to use customer satisfaction measures as basis for creating business excellence. First, the paper presents microeconomic models for the relationship between customer satisfaction......, customer loyalty and performance, and optimal customer satisfaction is characterized which will help management choose the right quality parameters for improvement. Second, the paper describes empirical evidence that customer satisfaction measures, based on a modelling approach, have impact on economic...

  18. Job Satisfaction of Nursing Managers

    OpenAIRE

    Petrosova, Liana; Pokhilenko, Irina

    2015-01-01

    The aim of the study was to research levels of job satisfaction, factors affecting job satisfaction/dissatisfaction, and ways to improve job satisfaction among nursing managers. The purposes of the study were to extend knowledge in the field of healthcare management, to raise awareness about factors that affect job satisfaction in nursing management career, and to provide suggestions regarding how to increase job satisfaction among nursing managers. The method of this study is literature r...

  19. Constructive Consumer Choice Processes.

    OpenAIRE

    Bettman, James R; Luce, Mary Frances; Payne, John W

    1998-01-01

    Consumer decision making has been a focal interest in consumer research, and consideration of current marketplace trends ( e.g., technological change, an information explosion) indicates that this topic will continue to be critically important. We argue that consumer choice is inherently constructive. Due to limited processing capacity, consumers often do not have well-defined existing preferences, but construct them using a variety of strategies contingent on task demands. After describing c...

  20. Impulsive consumer behavior

    OpenAIRE

    Kovač Žnideršić, Ružica; Grubor, Aleksandar; Marić, Dražen

    2014-01-01

    Research into consumer behaviour features as the foundation of all the planned and implemented marketing activities of a company. Consumer behaviour is determined by numerous factors, and is therefore characterised as highly complex and difficult to predict. A particular challenge for marketing science and practice is to research impulse consumer behaviour in shopping – a behaviour that occurs when consumers experience a sudden, powerful and persistent urge to buy something immediately. This ...

  1. Ordered Consumer Search

    OpenAIRE

    Armstrong, Mark

    2016-01-01

    The paper discusses situations in which consumers search through their options in a deliberate order, in contrast to more familiar models with random search. Topics include: network effects (consumers may be better off following the same search order as other consumers); the use of price and non-price advertising to direct search; the impact of consumers starting a new search with their previous supplier; the incentive sellers have to merge or co-locate with other sellers; and the incentive a...

  2. Shyness in consumer behavior

    OpenAIRE

    Kusterer, Sandra

    2017-01-01

    Shyness is widespread among the population and affects a large group of consumers. Companies, however, have barely knowledge about this kind of consumers and their behavior. Particularly in the field of complaint management the barriers which prevent consumers of voicing a complaint are largely unknown and quite often companies are not aware of the dissatisfaction among their customers. Thus, this paper aims to analyze the impact of shyness on consumer complaint behavior. A survey-based appro...

  3. Consumer Directed Health Care

    OpenAIRE

    John Goodman

    2006-01-01

    Consumer driven health care (CDHC) is a potential solution to two perplexing problems: (1) How to choose between health care and other uses of money, and (2) how to allocate resources in an industry where normal market forces have been systemically suppressed. In the consumer-driven model, consumers occupy the primary decision-making role regarding the health care that they receive. From an employee benefits perspective, consumer driven health care in the broadest sense may refer to limited e...

  4. Informing Consumers About Themselves

    NARCIS (Netherlands)

    O. Bar-Gill (Oren)

    2010-01-01

    textabstractConsumers make mistakes. Imperfect information and imperfect rationality lead to misperception of benefits and costs associated with a product. As a result, consumers might fail to maximise their preferences in product choice or product use. A proposed taxonomy of consumer mistakes draws

  5. Radurization : the consumer perspective

    International Nuclear Information System (INIS)

    Foster, J.W.

    1989-01-01

    A three part study in which a number of consumer groups were involved was conducted. The study examined the views of South African consumers concerning radurization. The results of the study are discussed and recommendations are made with regard to possible greater consumer acceptance of radurization in South Africa. 2 figs

  6. Consumer Decisions. Student Manual.

    Science.gov (United States)

    Florida State Dept. of Education, Tallahassee. Div. of Vocational Education.

    This student manual covers five areas relating to consumer decisions. Titles of the five sections are Consumer Law, Consumer Decision Making, Buying a Car, Convenience Foods, and Books for Preschool Children. Each section may contain some or all of these materials: list of objectives, informative sections, questions on the information and answers,…

  7. Consumer Protection for Educators.

    Science.gov (United States)

    Wallace, James M.

    Educational changes are examined from the perspective of consumer protection--the direct consumers are the teachers being prepared; the indirect consumers are the students and the society that supports the schools. During the colonial and early national periods of American history, there was an absence of formal and separate teacher education.…

  8. Consumer rights and protections

    Science.gov (United States)

    ... care consumer rights; Rights of the health care consumer ... RIGHTS AND PROTECTIONS Here are ways that the health care law protects consumers. You must be covered, even if you have a pre-existing condition. No insurance plan can reject you, ...

  9. Consumer behavior research

    OpenAIRE

    Hašková, Lucie

    2010-01-01

    The major part of this work is a consumer behavior research in process of buying christmas presents. The goal of this work is to describe a consumer behavior of Prague's customers in process of buying christmas presents, also describe a a consumer behavior of different age and social groups, as well as the difference between men and women.

  10. MEASUREMENT OF CONSUMER ETHNOCENTRISM OF SLOVAK CONSUMERS

    Directory of Open Access Journals (Sweden)

    Janka Taborecka-Petrovicova

    2014-10-01

    Full Text Available The conceptualization of consumer ethnocentrism is inferred from the general concept of ethnocentrism which assumes that ethnocentrism starts with the culture into which an individual is born. Over time, the individual will accept the values and behaviour of this particular culture as a norm. However, when the individual becomes aware of other cultures with different values and behaviours, there develops the need of belonging and identification with own culture rather than that of others. When analysing the consumer ethnocentrism, it is also essential to examine whether consumer ethnocentrism operates uniformly across all consumers or there exist some specific factors moderating their ethnocentric tendencies. A lot of studies researching these issues can be found in various cultural contexts, however in Slovakia we found certain gap since there is just a few of them. The aim of the paper is to investigate the level of consumer ethnocentricity of Slovak consumers in general and with the respect to chosen variables – age and gender. The results can serve as an information base for decision-making process of marketing managers focusing especially on local production of domestic products.

  11. Consumer Experiences Calling Toll-Free Corporate Hotlines.

    Science.gov (United States)

    Martin, Charles L.; Smart, Denise T.

    1994-01-01

    Finds that dimensions that contribute to caller satisfaction (of toll-free corporate hotlines) included operator characteristics such as knowledge, courtesy, and interest; specific behaviors such as apologizing for a problem, thanking the consumer for calling, and encouraging them to call again; and reducing time placed on "hold." (SR)

  12. Patient satisfaction in Turkey: differences between public and private hospitals.

    Science.gov (United States)

    Tengilimoglu, D; Kisa, A; Dziegielewski, S F

    1999-02-01

    This article reports the results of a patient-satisfaction survey administered by interview to 2045 adults discharged from several major public and private hospitals in Turkey. The direct measurement of patient-satisfaction is a new phenomenon for this country. An instrument was designed similar to those available in the United States and administered during exit interviews. Two primary areas of analyses were determined in comparing services provided by these public and private hospitals: demographic factors with regard to accessibility and consumer perceptions of the quality of service provided. Relationships and percentages within and among the five public and two private hospitals are reported. Several statistically significant differences were found between the hospitals, with the private hospitals achieving the greatest satisfaction on most of the quality of services issues examined. Future recommendations outline the need to take into account the public's perception of these hospitals and enhancing customer satisfaction as a means of increasing service utilization.

  13. MATERIALISTIC VALUES, SHOPPING, AND LIFE SATISFACTION IN ROMANIA

    Directory of Open Access Journals (Sweden)

    VALERIU FRUNZARU

    2015-11-01

    Full Text Available Numerous studies have shown that generally materialists are less happy than those lower in materialism. Several studies confirm that people who experience a lower level of life satisfaction are more interested in shopping; therefore materialism determines directly and indirectly (mediated by life satisfaction the desire of going shopping. There are only few studies that deal with this topic within Romanian consumers. The conceptual model proposed here was tested on a convenience sample of 390 Romanians. Using structural equation modelling, our findings confirm the hypothetical model only partially. Materialism leads to life dissatisfaction and shopping, but life dissatisfaction does not increase shopping. To the contrary, there is a positive relationship between life satisfaction and the desire for shopping. One possible explanation is that Romanians perceive materialism as a positive attitude. Anyway, nuances should be considered regarding the role of money and possession in bringing life satisfaction

  14. Patient satisfaction and quality of surgical care in US hospitals.

    Science.gov (United States)

    Tsai, Thomas C; Orav, E John; Jha, Ashish K

    2015-01-01

    The relationship between patient satisfaction and surgical quality is unclear for US hospitals. Using national data, we examined if hospitals with high patient satisfaction have lower levels of performance on accepted measures of the quality and efficiency of surgical care. Federal policymakers have made patient satisfaction a core measure for the way hospitals are evaluated and paid through the value-based purchasing program. There is broad concern that performance on patient satisfaction may have little or even a negative correlation with the quality of surgical care, leading to potential trade-offs in efforts to improve patient experience with other surgical quality measures. We used the Hospital Consumer Assessment of Healthcare Providers and Systems survey data from 2010 and 2011 to assess performance on patient experience. We used national Medicare data on 6 common surgical procedures to calculate measures of surgical efficiency and quality: risk-adjusted length of stay, process score, risk-adjusted mortality rate, risk-adjusted readmission rate, and a composite z score across all 4 metrics. Multivariate models adjusting for hospital characteristics were used to assess the independent relationships between patient satisfaction and measures of surgical efficiency and quality. Of the 2953 US hospitals that perform one of these 6 procedures, the median patient satisfaction score was 69.5% (interquartile range, 63%-75.5%). Length of stay was shorter in hospitals with the highest levels of patient satisfaction (7.1 days vs 7.7 days, P patient satisfaction had the higher process of care performance (96.5 vs 95.5, P patient satisfaction also had a higher composite score for quality across all measures (P patient satisfaction provided more efficient care and were associated with higher surgical quality. Our findings suggest there need not be a trade-off between good quality of care for surgical patients and ensuring a positive patient experience.

  15. Marketing health services: the engineering of satisfaction.

    Science.gov (United States)

    MacStravic, R S

    1984-12-01

    Service marketing is the engineering of satisfaction, and the key to success is to identify and influence potential customers' expectations and then to fulfill those expectations. Patient satisfaction largely determines both a program's revenues and expenditures and the effectiveness of care received by patients. A program's ability to satisfy patients rests upon three basic elements: research, design, and communication. Research should be on two levels. The first is basic market assessment and analysis, and should reveal overall market potential by focusing on consumers' expectations, unmet needs, and level of satisfaction. From this stage of research, the organization should be able to identify current programs that are secure and stable, those which have significant growth potential, those which are threatened by competition, and those which have little future. This research also should indicate the potential for new programs and for new markets for existing programs. The second level of research focuses on a specific program (whether current or proposed) and is the basis for program design. The organization can tailor the program to consumers' expectations in everything from services provided to price of parking and other amenities. Research also provides a basis for communications. Not only can communications influence a potential customer to try a provider, but also care providers can use communications during and after the service experience to reinforce what might have been a casual decision. Ideally, all communication that occurs between patients and providers should serve marketing as well as diagnostic and therapeutic purposes. It can shape patients' expectations, reinforce satisfaction when those expectations have been fulfilled, and convey the provider's caring and concern.

  16. Consumer loyalty in retailing

    Directory of Open Access Journals (Sweden)

    Drinić Dragana

    2014-01-01

    Full Text Available Loyal consumers are partner enterprises and they represent stable source of income. Companies are more interested in maintaining the existing consumers, rather than attracting the newones, because loyal consumers are the most valuable asset. The aim of this article is to develop an integrative conceptual framework for creating and maintaining consumer loyalty, and ,at the same time, to be based on a thorough review of the relevant literature and the current market situation . In this context, empirical research was carried out by using the survey method on a random sample of 165 respondents. Based on the research conducted, important factors that influence consumer loyalty were identified.

  17. Analyzing Mediators of the Customer Satisfaction - Loyalty Relation in Internet Retailing

    Directory of Open Access Journals (Sweden)

    Simona VINEREAN

    2014-03-01

    Full Text Available This study explores the customer satisfaction – loyalty relation in the context of online shopping by introducing various mediators, such as trust, attitude, hedonic value, and utilitarian value. For data collection, we used an online consumer survey in relation to Internet retailing. In this paper we found empirical evidence that loyalty and satisfaction have a reciprocal relationship, but that mediators exist between satisfaction and loyalty. The findings of this study have consequences for customer relationship management, particularly in terms of retention, of the satisfied consumers in an e-shopping environment.

  18. Consumer design priorities for upper limb prosthetics.

    Science.gov (United States)

    Biddiss, Elaine; Beaton, Dorcas; Chau, Tom

    2007-11-01

    To measure consumer satisfaction with upper limb prosthetics and provide an enumerated list of design priorities for future developments. A self-administered, anonymous survey collected information on participant demographics, history of and goals for prosthesis use, satisfaction, and design priorities. The questionnaire was available online and in paper format and was distributed through healthcare providers, community support groups, and one prosthesis manufacturer; 242 participants of all ages and levels of upper limb absence completed the survey. Rates of rejection for myoelectric hands, passive hands, and body-powered hooks were 39%, 53%, and 50%, respectively. Prosthesis wearers were generally satisfied with their devices while prosthesis rejecters were dissatisfied. Reduced prosthesis weight emerged as the highest priority design concern of consumers. Lower cost ranked within the top five design priorities for adult wearers of all device types. Life-like appearance is a priority for passive/cosmetic prostheses, while improved harness comfort, wrist movement, grip control and strength are required for body-powered devices. Glove durability, lack of sensory feedback, and poor dexterity were also identified as design priorities for electric devices. Design priorities reflect consumer goals for prosthesis use and vary depending on the type of prosthesis used and age. Future design efforts should focus on the development of more light-weight, comfortable prostheses.

  19. [Job satisfaction among Norwegian doctors].

    Science.gov (United States)

    Nylenna, Magne; Aasland, Olaf Gjerløw

    2010-05-20

    Doctors' job satisfaction has been discussed internationally in recent years based on reports of increasing professional dissatisfaction. We have studied Norwegian doctors' job satisfaction and their general satisfaction with life. A survey was conducted among a representative sample of practicing Norwegian doctors in 2008. The validated 10-item Job Satisfaction Scale was used to assess job satisfaction. 1,072 (65 %) doctors responded. They reported a mean job satisfaction of 5.3 on a scale from 1 (very dissatisfied) to 7 (very satisfied). Job satisfaction increased with increasing age. Private practice specialists reported the highest level of job satisfaction (5.8), and general practitioners reported higher job satisfaction (5.5) than hospital doctors (5.1). Among specialty groups, community doctors scored highest (5.6) and doctors in surgical disciplines lowest (5.0). While long working hours was negatively correlated with job satisfaction, the perception of being professionally updated and having part-time affiliation(s) in addition to a regular job were positively correlated with job satisfaction. 52.9 % of doctors reported a very high general satisfaction. Norwegian doctors have a high level of job satisfaction. Satisfaction with life in general is also high and at least in line with that in the Norwegian population.

  20. THE LEVEL OF CUSTOMER SATISFACTION AS ONE OF THE GOALS OF THE QUALITY OF THE ORGANIZATION IN THE BAKERY INDUSTRY

    Directory of Open Access Journals (Sweden)

    Aleksandar Maric

    2010-12-01

    Full Text Available The original definition of consumption (from Latin "consumer" that is closely related to the notion of consumer, related to the taking of food- consuming. This paper describes an original methodology of measuring customer satisfaction bakery products (bread and pastries as well as the quality objectives of the organization. By comparing the size of the level of satisfaction obtained by this method of measuring the ACSI index, as one of the most used way to measure customer satisfaction with quality of products / services determinate quality reserves in both cases.

  1. Repeat Purchase Intention of Starbucks Consumers in Indonesia: A Green Brand Approach

    Directory of Open Access Journals (Sweden)

    Naili Farida

    2015-12-01

    Full Text Available This study develops and tests the repeat purchase intention model (with a green brand approach. The model considers four determinants; perceived image, satisfaction, trust, and attitude. The model is tested using data and a survey of 203 Starbucks customers in Indonesia. The analysis was carried out by employing Structural Equation Modeling. The data was processed with AMOS 21. The results confirm that the company’s green brand image is positively and significantly related to consumer satisfaction, trust, and attitude. On the other hand, consumer satisfaction and trust are shown to have insignificant influence on repeat purchase intention.

  2. Seeking and using intention of health information from doctors in social media: The effect of doctor-consumer interaction.

    Science.gov (United States)

    Wu, Tailai; Deng, Zhaohua; Zhang, Donglan; Buchanan, Paula R; Zha, Dongqing; Wang, Ruoxi

    2018-07-01

    The aim of this study is to investigate how doctor-consumer interaction in social media influences consumers' health information seeking and usage intention. Based on professional-client interaction theory and expectation confirmation theory, we propose that doctor-consumer interaction can be divided into instrumental interaction and affective interaction. These two types of interaction influence consumers' health information seeking and usage intention through consumer satisfaction and trust towards doctors. To validate our proposed research model, we employed the survey method. The measurement instruments for all constructs were developed based on previous literatures, and 352 valid answers were collected by using these instruments. Our results reveal that consumers' intention to seek health information significantly predicts their intention to use health information from social media. Meanwhile, both consumer satisfaction and trust towards doctors influences consumers' health information seeking and usage intention significantly. With regards to the impact of the interaction between doctors and consumers, the results show that both types of doctor-consumer interaction significantly affect consumer satisfaction and trust towards doctors. The mediation analysis confirms the mediation role of consumer satisfaction and trust towards doctors. Compared with many intentional intervention programs, doctor-consumer interaction can be treated as an effective intervention with low cost to promote consumers' health information seeking and usage. Meanwhile, both instrumental and affective interaction should be highlighted for the best interaction results. At last, consumer satisfaction and trust towards doctors could be considered as the important working mechanisms for the effect of doctor-consumer interaction. Copyright © 2018 Elsevier B.V. All rights reserved.

  3. Are satisfaction with and self-management of personal assistance services associated with the life satisfaction of persons with physical disabilities?

    Science.gov (United States)

    Fleming-Castaldy, Rita P

    2011-01-01

    To examine the relationships between satisfaction with and self-management of personal assistance services (PAS) and the quality of life (QoL) of persons with disabilities. To test the postulate that consumer-directed PAS can fulfil the human need for control and contribute to a satisfactory life. A survey compared the perspectives of persons using consumer-directed PAS versus those using agency-directed. A Personal Data Form obtained demographics and PAS characteristics. The Quality of Life Inventory measured life satisfaction. A PAS questionnaire measured perceptions about the management of, desire for control of, and satisfaction with PAS. Data were analysed using SPSS®- 14. Significant relationships were found between QoL and satisfaction with PAS (p perceived control of PAS and satisfaction with PAS (p satisfaction with their PAS (p satisfaction, and QoL support the value of consumer-directed programmes. Rehabilitation professionals can use this knowledge to develop, implement and research practises that enable self-management.

  4. Customer satisfaction and competencies

    DEFF Research Database (Denmark)

    Gritti, Paola; Foss, Nicolai Juul

    We empirically address how customer satisfaction and loyalty in the banking industry may affect profitability. This helps to identify the strategy and competencies necessary to benefit from customer relationships which are important sources for improved performance in the banking. We do......, loyalty is a mediator between financial and not-financial customer value and two sources of customer satisfaction, namely relationships with the front office and the branch, on the one hand, and the products offered, on the other....... this by analyzing data collected on 2,105 customers of 118 branches of one of the biggest banks of an Italian banking group. We find that customer satisfaction impacts loyalty, which in turn has a direct effect on financial and non-financial customer value/total customer value/complex customer value. Moreover...

  5. Financial satisfaction and financial stressors in marital satisfaction.

    Science.gov (United States)

    Archuleta, Kristy L; Britt, Sonya L; Tonn, Teresa J; Grable, John E

    2011-04-01

    Using a sample of 310 married respondents from one U.S. Midwestern state, a test was conducted to examine the association of financial satisfaction and financial stressors in a spouse's decision to stay married to the same person or leave the relationship. The role of demographic and socioeconomic variables, religiosity, psychological constructs, financial satisfaction, and financial stressors as factors influencing marital satisfaction was tested. Financial stressors were measured using a list of financial stressors adapted from the literature. Financial satisfaction was measured with a one-item scale. The Kansas Marital Satisfaction Scale was used as a validation tool to assess whether individuals would marry or not marry again. Religiosity and financial satisfaction were positively associated with marital satisfaction. A negative interaction between financial satisfaction and financial stressors was also noted. Findings suggest that respondents who are financially satisfied tend to be more stable in their marriages.

  6. An Assessment of Customer Satisfaction: Using Patient Information for Quality Improvement Tripler Army Medical Center Hawaii

    Science.gov (United States)

    1993-05-01

    consumers . The primary external customers of a hospital are the patients , third party...34ultimate consumer " of health care -- the patient (Labovitz, 1991). Therefore, this study focused on the " patient " as the basis for measuring the needs...overlooked. Measuring Customer Satisfaction McMillan (1987) cautions health care organizations that the lack of patient complaints does not necessarily

  7. Behavioural Economics, Consumer Behaviour, and Consumer Policy

    DEFF Research Database (Denmark)

    Reisch, Lucia A.; Zhao, Min

    2017-01-01

    . In particular, we discuss the impacts of key principles such as status quo bias, the endowment effect, mental accounting and the sunkcost effect, other heuristics and biases related to availability, salience, the anchoring effect and simplicity rules, as well as the effects of other supposedly irrelevant...... factors such as music, temperature and physical markers on consumers’ decisions. These principles not only add significantly to research on consumer behaviour – they also offer readily available practical implications for consumer policy to nudge behaviour in beneficial directions in consumption domains...... including financial decision making, product choice, healthy eating and sustainable consumption....

  8. Rural nurse job satisfaction.

    Science.gov (United States)

    Molinari, D L; Monserud, M A

    2008-01-01

    The lack of rural nursing studies makes it impossible to know whether rural and urban nurses perceive personal and organizational factors of job satisfaction similarly. Few reports of rural nurse job satisfaction are available. Since the unprecedented shortage of qualified rural nurses requires a greater understanding of what factors are important to retention, studies are needed. An analysis of the literature indicates job satisfaction is studied as both an independent and dependent variable. In this study, the concept is used to examine the intention to remain employed by measuring individual and organizational characteristics; thus, job satisfaction is used as a dependent variable. One hundred and three rural hospital nurses, from hospitals throughout the Northwest region of the United States were recruited for the study. Only nurses employed for more than one year were accepted. The sample completed surveys online. The McCloskey/Mueller Satisfaction Scale, the Gerber Control Over Practice Scale, and two open-ended job satisfaction questions were completed. The qualitative analysis of the open-ended questions identified themes which were then used to support the quantitative findings. Overall alphas were 0.89 for the McCloskey/Mueller Scale and 0.96 for the Gerber Control Over Practice Scale. Rural nurses indicate a preference for rural lifestyles and the incorporation of rural values in organizational practices. Nurses preferred the generalist role with its job variability, and patient variety. Most participants intended to remain employed. The majority of nurses planning to leave employment were unmarried, without children at home, and stated no preference for a rural lifestyle. The least overall satisfied nurses in the sample were employed from 1 to 3 years. Several new findings inform the literature while others support previous workforce studies. Data suggest some job satisfaction elements can be altered by addressing organizational characteristics and by

  9. Field Report - Consumer Survey

    DEFF Research Database (Denmark)

    Nielsen, Kristian S.; Gwozdz, Wencke

    The present report outlines the purpose, scope, and methodology of a recently conducted four-country consumer survey that explored sustainable clothing consumption. The report also presents a sample of the descriptive findings from the survey (see Gwozdz, Nielsen & Müller, 2017 for further results...... foundation for upcoming deliverables relating to quality of life, acceptance of new business models, and consumer policy recommendations. The results presented in the report relate, specifically, to consumers’ general clothing consumption patterns, acceptance of new business models, and environmental...... purchasing outlets, and acceptance of new business models. Polish and American consumers purchased the most clothing items. Polish consumers also reported the lowest expenditures on clothing, whereas German consumers reported the highest expenditures. Only a limited proportion of consumers had previously...

  10. Global market and consumers

    Directory of Open Access Journals (Sweden)

    Rakić Beba

    2003-01-01

    Full Text Available All consumers in the world share certain needs and desires. They show however, remarkable diversity in the way they satisfy these needs and desires. Understanding the consumer behavior is difficult enough in the confines of a single country. Can manager understand the consumer behavior in many different world markets? International marketer must learn how to satisfy customers with widely different buying behaviors.

  11. Sustainable consumer behaviour

    OpenAIRE

    Antonides, Gerrit

    2017-01-01

    We summarise the contributions in this special issue on sustainable consumer behaviour and place them in perspective. Several studies focus on macro- and meso-issues, and others on micro-issues of consumer behaviour. The studies employ a variety of methods, including surveys, field experiments, eye tracking, scale development, and contingent valuation. The 12 contributions from authors of 13 different countries show the wide and varied application of consumer research focused on sustainabilit...

  12. Consumer Buying Behavior

    OpenAIRE

    Irena Vida; Mojca Maher Pirc

    2006-01-01

    The study examines the phenomenon of national identity and economic ethnocentrism in consumer buying behavior. Analysis of data collected from a representative sample of adult Slovenian consumers reveals only moderately expressed ethnocentric tendencies. Similar moderation was revealed in the preferences of Slovenian consumers for patriotic purchasing behavior, whereby the domestic origin of products was more important in the case of nondurable goods and services than in the case of durable g...

  13. Transforming Consumers Into Brands

    DEFF Research Database (Denmark)

    Erz, Antonia; Christensen, Anna-Bertha Heeris

    2018-01-01

    The goal of this research is to explore the transformational power of a new consumption and production practice, the practice of blogging, to understand its impact on consumers' identity transformations beyond their self-concept as consumers and on the blogosphere as an organizational field....... Through an exploratory study of over 12,000 blog posts from five fashion bloggers, complemented by in-depth interviews, we trace the transformation of consumer bloggers. We identify and describe three identity phases, the individual consumer, collective blogger and blogger identity phase, and two...

  14. Alaska Consumer Protection Unit

    Science.gov (United States)

    Drafting Manual Attorney General Opinions Executive Branch Ethics Criminal Justice Alaska Medicaid Fraud make wise purchasing decisions and avoid becoming victims of consumer fraud. The site also includes

  15. ANALYSIS OF THE CONSUMERS’ SATISFACTION FOR QUALITY DACIA’ CARS

    Directory of Open Access Journals (Sweden)

    Nicoleta ISAC

    2014-06-01

    Full Text Available Measuring customer satisfaction can be considered a tool for monitoring, evaluation and quality improvement processes and internal activities, to reflect the degree to which organizations achieve their objectives and goals. The quality of management and the quality of various products have become critical coordinates of the competitiveness, so that the firms are determined to use the methods and techniques of quality management as their economic development engines. Customer’ satisfaction has become one of the most important goals for companies operating in the Romanian market. It is also a necessary tool for providing information about customer’s needs and behavior. Talking of satisfaction, the consumer always seeks to compare the performance of the product, with certain standards and they have required to inform themselves and to reflect upon purchasing the product. To a better analyze of the degree of satisfaction, we implemented a model based on a questionnaire that allows us to detect and evaluatee the reasons for the satisfaction / dissatisfaction of the consumers in terms of quality regarding Dacia cars on the Romanian market.

  16. An examination of the effects of service brand dimensions on customer satisfaction

    DEFF Research Database (Denmark)

    Krystallis Krontalis, Athanasios; Chrysochou, Polymeros

    The present study intends to examine how consumers evaluate service brands. Building on past literature, several causal relationships are examined between key brand dimensions and consumer satisfaction using the airline industry as an exemplary branded service category. Results reveal price, core...... service, feelings and self-image congruence to be the most important dimensions of a service brand which, in turn, impact significantly on consumer satisfaction. Except price, these attributes are intangible components of the service brand that can only be assessed by the customer during the use stage...... of decision-making. Besides these brand components, controlled communications are also found to strongly influence customers’ overall dispositions toward the brand....

  17. Consumer evaluation of complaint handling in the Dutch health insurance market

    Directory of Open Access Journals (Sweden)

    Wendel Sonja

    2011-11-01

    Full Text Available Abstract Background How companies deal with complaints is a particularly challenging aspect in managing the quality of their service. In this study we test the direct and relative effects of service quality dimensions on consumer complaint satisfaction evaluations and trust in a company in the Dutch health insurance market. Methods A cross-sectional survey design was used. Survey data of 150 members of a Dutch insurance panel who lodged a complaint at their healthcare insurer within the past 12 months were surveyed. The data were collected using a questionnaire containing validated multi-item measures. These measures assess the service quality dimensions consisting of functional quality and technical quality and consumer complaint satisfaction evaluations consisting of complaint satisfaction and overall satisfaction with the company after complaint handling. Respondents' trust in a company after complaint handling was also measured. Using factor analysis, reliability and validity of the measures were assessed. Regression analysis was used to examine the relationships between these variables. Results Overall, results confirm the hypothesized direct and relative effects between the service quality dimensions and consumer complaint satisfaction evaluations and trust in the company. No support was found for the effect of technical quality on overall satisfaction with the company. This outcome might be driven by the context of our study; namely, consumers get in touch with a company to resolve a specific problem and therefore might focus more on complaint satisfaction and less on overall satisfaction with the company. Conclusions Overall, the model we present is valid in the context of the Dutch health insurance market. Management is able to increase consumers' complaint satisfaction, overall satisfaction with the company, and trust in the company by improving elements of functional and technical quality. Furthermore, we show that functional and

  18. Consumer evaluation of complaint handling in the Dutch health insurance market

    Science.gov (United States)

    2011-01-01

    Background How companies deal with complaints is a particularly challenging aspect in managing the quality of their service. In this study we test the direct and relative effects of service quality dimensions on consumer complaint satisfaction evaluations and trust in a company in the Dutch health insurance market. Methods A cross-sectional survey design was used. Survey data of 150 members of a Dutch insurance panel who lodged a complaint at their healthcare insurer within the past 12 months were surveyed. The data were collected using a questionnaire containing validated multi-item measures. These measures assess the service quality dimensions consisting of functional quality and technical quality and consumer complaint satisfaction evaluations consisting of complaint satisfaction and overall satisfaction with the company after complaint handling. Respondents' trust in a company after complaint handling was also measured. Using factor analysis, reliability and validity of the measures were assessed. Regression analysis was used to examine the relationships between these variables. Results Overall, results confirm the hypothesized direct and relative effects between the service quality dimensions and consumer complaint satisfaction evaluations and trust in the company. No support was found for the effect of technical quality on overall satisfaction with the company. This outcome might be driven by the context of our study; namely, consumers get in touch with a company to resolve a specific problem and therefore might focus more on complaint satisfaction and less on overall satisfaction with the company. Conclusions Overall, the model we present is valid in the context of the Dutch health insurance market. Management is able to increase consumers' complaint satisfaction, overall satisfaction with the company, and trust in the company by improving elements of functional and technical quality. Furthermore, we show that functional and technical quality do not

  19. Social Interactions in Job Satisfaction

    OpenAIRE

    Tumen, Semih; Zeydanli, Tugba

    2015-01-01

    The literature documents that job satisfaction is positively correlated with worker performance and pro- ductivity. We examine whether aggregate job satisfaction in a certain labor market environment can have an impact on individual-level job satisfaction. If the answer is yes, then policies targeted to increase job satisfaction can increase productivity not only directly, but through spillover externalities too. We seek an answer to this question using two different data sets from the United...

  20. Investigating Teachers' Life Satisfaction

    Science.gov (United States)

    Dagli, Abidin; Baysal, Nigah

    2017-01-01

    The aim of this study is to determine the life satisfaction perceptions of teachers working at public primary schools according to some variables. In this study, descriptive survey model was used. A random sample of 200 teachers from 25 public primary schools in Diyarbakir/Turkey during 2013-2014 academic year were selected to represent the…

  1. Predicting Job Satisfaction.

    Science.gov (United States)

    Blai, Boris, Jr.

    Psychological theories about human motivation and accommodation to environment can be used to achieve a better understanding of the human factors that function in the work environment. Maslow's theory of human motivational behavior provided a theoretical framework for an empirically-derived method to predict job satisfaction and explore the…

  2. What is Job Satisfaction?

    Science.gov (United States)

    Locke. Edwin A.

    Despite considerable interest in the study of job satisfaction and dissatisfaction, our understanding of these phenomena has not increased substantially in the past 30 years. It is argued that a major reason for this lack of progress is the implicit conception of casuality accepted by most psychologists. It is called the policy of "correlation…

  3. Research of consumer motives and attitudes about tourist destinations

    Directory of Open Access Journals (Sweden)

    Stanković Ljiljana

    2012-01-01

    Full Text Available The research on consumer behavior and the consumption system is one of the crucial tasks for destination marketing. The information on consumers' needs, priorities in satisfying them, motives, their solvency and the degree of realized satisfaction represent the basis for the development of marketing strategies and value creation. It is of special importance to identify and clarify the factors that determine consumers' preferences in the process of different options evaluation and the choice of a tourist destination. Consumer behavior and the consumption system are determined by the influence of a large number of factors: geographical, economic, demographic, social, psychological, etc. Only through simultaneous interaction of these factors, the complex processes of translating stimuli in the minds of consumers into their certain reactions in the process of purchasing and using the products could be understood.

  4. Job satisfaction of older workers

    NARCIS (Netherlands)

    Maassen van den Brink, H.; Groot, W.J.N.

    1999-01-01

    Using data for The Netherlands, this paper analyzes the relation between allocation, wages and job satisfaction. Five conclusions emerge from the empirical analysis: satisfaction with the job content is the main factor explaining overall job satisfaction; the effects of individual and job

  5. Geography of European Life Satisfaction

    Science.gov (United States)

    Okulicz-Kozaryn, Adam

    2011-01-01

    The vast majority of studies analyze life satisfaction at individual and/or country level. This study contributes with analysis of life satisfaction at the (sub-national) province level across multiple countries. The purpose of this study is to call attention to spatial aspects of life satisfaction. Literature does not discuss the fact that life…

  6. Customer Satisfaction with Public Libraries.

    Science.gov (United States)

    D'Elia, George; Rodger, Eleanor Jo

    1996-01-01

    Surveys conducted in 142 urban public libraries examined customer satisfaction, comparisons with other libraries, and factors affecting satisfaction. Overall, customers were satisfied with their libraries but experienced different levels of satisfaction based on convenience, availability of materials and information, and services facilitating…

  7. A Simulation Model for Measuring Customer Satisfaction through Employee Satisfaction

    Science.gov (United States)

    Zondiros, Dimitris; Konstantopoulos, Nikolaos; Tomaras, Petros

    2007-12-01

    Customer satisfaction is defined as a measure of how a firm's product or service performs compared to customer's expectations. It has long been a subject of research due to its importance for measuring marketing and business performance. A lot of models have been developed for its measurement. This paper propose a simulation model using employee satisfaction as one of the most important factors leading to customer satisfaction (the others being expectations and disconfirmation of expectations). Data obtained from a two-year survey in customers of banks in Greece were used. The application of three approaches regarding employee satisfaction resulted in greater customer satisfaction when there is serious effort to keep employees satisfied.

  8. Core Self-Evaluations, life satisfaction, and sport satisfaction

    OpenAIRE

    Antón Aluja

    2014-01-01

    We investigated the association between Core Self-Evaluations (CSE) and life and sport satisfaction to assess whether the Core Self-Evaluations scale was a better predictor of life satisfaction or sport satisfaction. The study included three hundred and thirteen athletes (231 men and 82 women; age range to 47 years (Mage=22.9 years, SDage=5.9 years)). Participants completed the French language version of the CSE scale, the Satisfaction with Life Scale, and the Satisfaction with Sport Scale. A...

  9. Conference Attendees’ Satisfaction: Evidence from Belgrade (Serbia

    Directory of Open Access Journals (Sweden)

    Dunjić Jelena

    2012-10-01

    Full Text Available Conference industry brings significant economic effects and that is one of the reasons why many destinations around the world strive to organize conferences, especially the international ones, which make bigger economic effects. According to the Strategy of tourism development of the Republic of Serbia (2005-2015, city break and business tourism are tourism products of high priority, which can provide short-term positioning of Novi Sad and Belgrade, at the first place, at the international tourism market, and contribute to the growth of tourism turnover of foreign travellers.Belgrade is the capital and the largest city in Serbia. It is very well equipped with necessary infrastructure for organizing business events such as conferences, congresses, meetings etc. Lately, the number of international business events in Serbia is increasing and the majority of those events are organized in Belgrade. However, there are very few surveys which are examining satisfaction of the conference attendees in Serbia. This topic is often ignored despite the fact that the attendees satisfaction is substantial for organizers and all other relevant stakeholders at host destination. Therefore, the aim of this paper is to analyze the satisfaction of the conference attendees, as they are final consumers of conference tourist product and their experience regarding both conference and host destination is thus essential to destination marketing and management organizations, conference centres, hotel managers, meeting planners and all other stakeholders involved in conference industry and tourism

  10. Relative Importance of Perceived Value, Satisfaction and Perceived Risk on Willingness to Pay More

    OpenAIRE

    Demirgüneş, Banu Külter

    2015-01-01

    The consumer perceived value construct is a very important component in the consumer value literature and it has been identified as one of the most important measures for gaining a competitive advantage. All its consequences can be combined in a construct, defined as consumer behavior. The present article sustains the idea that consumer’s perceived value can been associated with satisfaction, which leads a behavioral intention such as willingness to pay a higher price. In the case of potentia...

  11. Consumers Should Know.

    Science.gov (United States)

    Worthington, Robert M.

    Consumer education can be defined as "a study of intelligent and effective methods of buying and using goods and services, competent money management, and the relationship of the consumer to the economy, the workplace, and the home." An important role of government is providing the individual with information so that the individual can…

  12. Consumers and Producers

    NARCIS (Netherlands)

    E. Maira (Elisa)

    2018-01-01

    markdownabstractIn the last few decades, advances in information and communication technology have dramatically changed the way consumers and producers interact in the marketplace. The Internet and social media have torn down the information barrier between producers and consumers, leading to

  13. Online consumer contracts

    NARCIS (Netherlands)

    Luzak, J.

    2014-01-01

    The new Consumer Rights Directive introduced some changes to the level of consumers’ protection online. However, just like with its predecessor, the Distance Selling Directive, the main focus of the protection that consumers have been granted online is to provide them with transparent and salient

  14. Consumer in insurance law

    Directory of Open Access Journals (Sweden)

    Čorkalo Milena

    2016-01-01

    Full Text Available The paper analyses the notion of consumer in the European Union law, and, in particular, the notion of consumer in insurance law. The author highligts the differences between the notion of consumer is in aquis communautaire and in insurance law, discussing whether the consumer can be defined in both field in the same way, concerning that insurance services differ a lot from other kind of services. Having regarded unequal position of contracting parties and information and technical disadvantages of a weaker party, author pleads for broad definition of consumer in insurance law. In Serbian law, the consumer is not defined in consistent way. That applies on Serbian insurance law as well. Therefore, the necessity of precise and broad definition of consumes is underlined, in order to delimit the circle of subject who are in need for protection. The author holds that the issue of determination of the circle of persons entitled to extended protection as consumers is of vital importance for further development of insurance market in Serbia.

  15. CONSUMER'S RIGHT TO WITHDRAW

    Directory of Open Access Journals (Sweden)

    ANCA NICOLETA GHEORGHE

    2013-05-01

    Full Text Available The right of withdrawal (of a contract belongs to the consumer, and is an essential means for the improvement of regulations that protect the consumer.. Right of withdrawal is not a recent creation and is not even specific to the consumer field. He was previously recognized in civil and commercial law (without special regulation. The right to withdraw may even have as ground the parties will. Thus, based on the contractual freedom, the parties may agree that one of them has the right to terminate the contract unilaterally The possibility of unilateral denunciation of the contract, gives the consumer, added protection by being able to reflect the decision and to check how the trader fulfil its obligations. In this context, through its effects, the right of denunciation, forces the professional parties to conduct themselves as fair as possible to the consumer and to execute the contract properly. In the study of the consumer protection, the time of conclusion is essential because in this stage is manifested, the inequality between the consumer and professional. Thus, the lack of information, the major of products and activities, commercial practices, influence the formation of consumer will, preventing the expression of a freely and knowingly consent.

  16. Consuming apart, together

    NARCIS (Netherlands)

    Bartels, Jos; Reinders, M.J.

    2016-01-01

    Although consumers' awareness of the environmental and ethical consequences of their behaviour has grown, research on the role of multiple consumer identities in sustainability behaviours is scarce. The aim of the current study was to explain sustainable behaviour from a social identity

  17. Sustainable consumer behaviour

    NARCIS (Netherlands)

    Antonides, Gerrit

    2017-01-01

    We summarise the contributions in this special issue on sustainable consumer behaviour and place them in perspective. Several studies focus on macro- and meso-issues, and others on micro-issues of consumer behaviour. The studies employ a variety of methods, including surveys, field experiments,

  18. Observing Reasonable Consumers.

    Science.gov (United States)

    Silber, Norman I.

    1991-01-01

    Although courts and legislators usually set legal standards that correspond to empirical knowledge of human behavior, recent developments in behavioral psychology have led courts to appreciate the limits and errors in consumer decision making. "Reasonable consumer" standards that are congruent with cognitive reality should be developed.…

  19. Cars, Cycles, and Consumers.

    Science.gov (United States)

    Idleman, Hillis K. Ed.

    The purpose of this consumer education module is to provide information and skills, and the ability to raise questions and find answers, while seeking the best automobile or motorcycle buy available for the money. The module may be used for a full or part semester course. The five sections (cars and the consumer, renting and leasing cars, cars and…

  20. Environmentally Friendly Consumer

    DEFF Research Database (Denmark)

    Reijonen, Satu

    2011-01-01

    on the green consumer: cultural determinism, psycho-socio-demographic determinism and calculative determinism. An explanation of the green consumer in these terms, however, loses sight of the emergence and processuality of consumer behaviour. Process oriented constructionism, by contrast, is useful to recover...... these important aspects. This paper suggests a research agenda focused on socio-material processes and situated actions that lead to the emergence and stabilization of a particular type of consumer behaviour.......Several attempts have been made by academics in the past to explain the so-called ‘environmentally conscious’ consumer. These explanations share an important feature, namely determinism. This paper identifies three different sources of determinism that are distinguished in recent literature...

  1. Promoting educated consumer choices

    DEFF Research Database (Denmark)

    Edinger, Wieke Willemijn Huizing

    2016-01-01

    Contemporary EU food information legislation combines and balances two main consumer interests, i.e., a consumer right to information and the freedom of choice, into one single protective standard: informed choice. Although the recent legislative measures quite openly establish a link between...... informed choice and the rather abstract societal norm of “what is good for the consumer,” this does not justify the conclusion that food information legislation has become overly meddlesome in relation to EU consumers and their choice of food. Rather, there has been a gradual maturing of the EU legislator......’s perception of its task from the mere provision of food information to ensuring educated consumer choices. This development is a logical and necessary consequence of the growing complexity of food choices....

  2. Consumer Behavior Research

    Directory of Open Access Journals (Sweden)

    Kaveh Peighambari

    2016-04-01

    Full Text Available This article analyzes 12 years of recent scholarly research on consumer behavior published in the five leading international journals in this field. Analyzing academic contributions to a specific area of research provides valuable insights into how it has evolved over a defined period. The approach was to briefly discuss content analysis and its application in scholarly literature review studies. The methodology used here involves the classification of topics to evaluate key trends in consumer behavior literature. It includes a ranking of topics published, typology of the published articles, the research classification in terms of methodologies, and analysis techniques. The most cited articles in the field and within each journal are also examined. The comprehensive literature review of consumer behavior research undertaken in this article could advance the discipline of consumer behavior research by elucidating the evolution of consumer behavior literature in the studied period.

  3. Pengaruh Variable Marketing Mix Terhadap Customer Loyalty Honda-Ramayana Basuki Rachmad Surabaya Dengan Customer Satisfaction Sebagai Variable Intervening

    OpenAIRE

    wijoyo, andrian

    2014-01-01

    The purpose of this study was to determine: (1) Effect of Customer Satisfaction on Marketing Mix dealer Honda-Ramayana in Surabaya. (2) Effect customer satisfaction on Customer Loyalty Honda-Ramayana in Surabaya. (3) How big is the influence variables Marketing mix on Customer Satisfaction dealer Honda-Ramayana in Surabaya. The analysis implements in this research is causal analysis. This research is taken 120 consumers while data is collected by using questionnaire. Analysis technique use...

  4. Behavioral consequences of customers’ satisfaction with banking products and services

    Directory of Open Access Journals (Sweden)

    Isac Florin-Lucian

    2015-12-01

    Full Text Available The premise that consumer satisfaction determines behavioral models that positively influence business results, is accepted both in the academic and business environment. This research addresses the consequences of satisfaction from the customer’s perspective, focusing on behaviors that customers of banks adopt as a result of satisfaction/dissatisfaction experienced from the performed transactions. Based on literature review, we have developed our own research model and tested the hypotheses formulated regarding the relationships formed between customer satisfaction and behavioral responses to customer satisfaction. For this purpose, we conducted a survey in which the investigated statistical population consists of customers who have completed at least one transaction with suppliers of banking products and services in the last six months. The sample gathered 511 persons using the snowball method, and respondents filled in questionnaires through online self-administration. We tested the research hypotheses using SPSS. Data analysis involved testing the reliability of the used measurement scales, score factors determination, testing the validity of constructs included in the research model, research hypotheses testing. In this article, in analyzing the relationship between customer satisfaction with banking products and services and its behavioral consequences, we take into consideration trust and supplier switching costs as moderator variables.

  5. Asymmetric effects in customer satisfaction

    DEFF Research Database (Denmark)

    Füller, Johann; Matzler, Kurt; Faullant, Rita

    2006-01-01

    The results of this study on customer satisfaction in snowboard areas show that the relationship between an attribute and overall satisfaction can indeed be asymmetric. A 30-item self-administered survey was completed by snowboarders (n=2526) in 51 areas in Austria, Germany, Switzerland and Italy....... Results show that waiting time is a dissatisfier; it has a significant impact on overall customer satisfaction in the low satisfaction condition and becomes insignificant in the high satisfaction situation. Restaurants and bars are hybrids, i.e. importance does not depend on performance. Slopes, fun...

  6. Perceptions around concordance – focus groups and semi‐structured interviews conducted with consumers, pharmacists and general practitioners

    OpenAIRE

    Bajramovic, Jasmina; Emmerton, Lynne; Tett, Susan E.

    2004-01-01

    Background  Achieving concordance by identifying beliefs about illness, treatment and medicine‐taking should impact positively on behaviour and consumer satisfaction with respect to treatment, and health outcomes may be improved.

  7. Consumer Perception and Preference of Drinking Water Sources.

    Science.gov (United States)

    Sajjadi, Seyed Ali; Alipour, Vali; Matlabi, Mohammad; Biglari, Hamed

    2016-11-01

    Understanding consumer perception of drinking water can contribute to improvements in water management and consumer satisfaction. The aim of this study was to assess the consumer perception of tap water quality and other drinking water sources in Gonabad as a small semiarid city. This study was performed in autumn and winter 2013. For collection data a researcher-made a questionnaire consisting of nine questions, based on demographic information prepared. Questions were asked for participants to provide information regarding household drinking water usage and patterns, opinion about tap water safety, taste and reasons for purchasing bottled water. For statistical analysis, analysis of variance (ANOVA) using SPSS version 16 was applied in this study. Results showed that demographic variables had a significant relationship with consumer satisfaction (p Consumer reasons for using domestic water softeners are: suitable taste (80%), easy availability (71%), economical (56%) and low health side effects (34%). According to these results it was clear that each consumer group, based on self-condition, prefers using a specific drinking water source.

  8. Distance Constraint Satisfaction Problems

    Science.gov (United States)

    Bodirsky, Manuel; Dalmau, Victor; Martin, Barnaby; Pinsker, Michael

    We study the complexity of constraint satisfaction problems for templates Γ that are first-order definable in ({ Z}; {suc}), the integers with the successor relation. Assuming a widely believed conjecture from finite domain constraint satisfaction (we require the tractability conjecture by Bulatov, Jeavons and Krokhin in the special case of transitive finite templates), we provide a full classification for the case that Γ is locally finite (i.e., the Gaifman graph of Γ has finite degree). We show that one of the following is true: The structure Γ is homomorphically equivalent to a structure with a certain majority polymorphism (which we call modular median) and CSP(Γ) can be solved in polynomial time, or Γ is homomorphically equivalent to a finite transitive structure, or CSP(Γ) is NP-complete.

  9. Linking consumer experiences

    DEFF Research Database (Denmark)

    Smed, Karina Madsen

    become part of the individual self, worldview, and behaviour. This paper seeks to explore links between consumer experiences through the exploration of narrative sequences in travel blogs. Findings indicate that non-consumption is a central element to the bloggers and also indicative of a community......Consumers consume products in various ways serving a number of purposes. Much attention has been paid to experiences attached to consumption, sometimes very explicitly, e.g. in tourism, the essence of which is experiences of various sorts, but often also implicitly as internalised experiences...

  10. Representing distance, consuming distance

    DEFF Research Database (Denmark)

    Larsen, Gunvor Riber

    Title: Representing Distance, Consuming Distance Abstract: Distance is a condition for corporeal and virtual mobilities, for desired and actual travel, but yet it has received relatively little attention as a theoretical entity in its own right. Understandings of and assumptions about distance...... are being consumed in the contemporary society, in the same way as places, media, cultures and status are being consumed (Urry 1995, Featherstone 2007). An exploration of distance and its representations through contemporary consumption theory could expose what role distance plays in forming...

  11. Consumer Behavior Research Methods

    DEFF Research Database (Denmark)

    Chrysochou, Polymeros

    2017-01-01

    This chapter starts by distinguishing consumer behavior research methods based on the type of data used, being either secondary or primary. Most consumer behavior research studies phenomena that require researchers to enter the field and collect data on their own, and therefore the chapter...... emphasizes the discussion of primary research methods. Based on the nature of the data primary research methods are further distinguished into qualitative and quantitative. The chapter describes the most important and popular qualitative and quantitative methods. It concludes with an overall evaluation...... of the methods and how to improve quality in consumer behavior research methods....

  12. PARADIGMS IN CONSUMER BEHAVIOR

    Directory of Open Access Journals (Sweden)

    Sabrina Oktoria Sihombing

    2011-05-01

    Full Text Available A paradigm influences what we see and conceive about certain facts. Paradigm can also influence what we accept as a truth. Yet, the debate over which paradigm and methodology is best suit for marketing and consumer behavior has begun since 1980s. Many researchers criticized the domination of logical empiricism paradigm and offered alternative paradigm to understand marketing and consumer behavior. This article discusses several paradigms and methodology, which are part of qualitative paradigm, and compares them with positivism paradigm. This article will also point to the importance of reconciliation between qualitative and quantitative paradigm in order to improve marketing and consumer behavior studies.

  13. Improving patient satisfaction through physician education, feedback, and incentives.

    Science.gov (United States)

    Banka, Gaurav; Edgington, Sarah; Kyulo, Namgyal; Padilla, Tony; Mosley, Virgie; Afsarmanesh, Nasim; Fonarow, Gregg C; Ong, Michael K

    2015-08-01

    Patient satisfaction has been associated with improved outcomes and become a focus of reimbursement. Evaluate an intervention to improve patient satisfaction. Nonrandomized, pre-post study that took place from 2011 to 2012. Large tertiary academic medical center. Internal medicine (IM) resident physicians, non-IM resident physicians, and adult patients of the resident physicians. IM resident physicians were provided with patient satisfaction education through a conference, real-time individualized patient satisfaction score feedback, monthly recognition, and incentives for high patient-satisfaction scores. Patient satisfaction on physician-related and overall satisfaction questions on the HCAHPS survey. We conducted a difference-in-differences regression analysis comparing IM and non-IM patient responses, adjusting for differences in patient characteristics. In our regression analysis, the percentage of patients who responded positively to all 3 physician-related Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) questions increased by 8.1% in the IM and 1.5% in the control cohorts (absolute difference 6.6%, P = 0.04). The percentage of patients who would definitely recommend this hospital to friends and family increased by 7.1% in the IM and 1.5% in the control cohorts (absolute difference 5.6%, P = 0.02). The national average for the HCAHPS outcomes studied improved by no more than 3.1%. This study was nonrandomized and was conducted at a single site. To our knowledge, this is the first intervention associated with a significant improvement in HCAHPS scores. This may serve as a model to increase patient satisfaction, hospital revenue, and train resident physicians. © 2015 Society of Hospital Medicine.

  14. Dermatologists happiness and satisfaction

    Science.gov (United States)

    Fierro-Arias, Leonel; Simón-Díaz, Pilar; Ponce-Olivera, Rosa María; Arenas-Guzmán, Roberto

    2018-01-01

    To assess the level of happiness and satisfaction in the life and medical practice of dermatologists in Mexico. A descriptive study (online survey) was conducted focused on practicing dermatologists in our country. Questions included demographic characteristics, the Pemberton happiness index (with local validation) and questions that assessed the degree of personal satisfaction. Descriptive statistics were used to obtain the central tendency and dispersion. Measures of central tendency and dispersion were performed; to compare categorical variables, contingency tables for chi-square test were used and when comparing quantitative variables with normal distribution, Student’s t t-test was used. 219 surveys were included, 72.6% female and 27.4% male, with an average age of 45.6 and an average of 16 years of medical practice. Most of them (64.8%) graduate from Mexico City; 93% were very satisfied with the specialty and 98.6% of them would choose the same once again, the most important reason is to encompass medical and surgical areas. The level of happiness by using the Pemberton scale was “high” (mode: 9.11; standard deviation: 1.73). This first study in Latin America on this subject in dermatologists showed high levels of satisfaction and happiness in both professional and personal areas. Copyright: © 2018 SecretarÍa de Salud

  15. Influence of packaging information on consumer liking of chocolate milk.

    Science.gov (United States)

    Kim, M K; Lopetcharat, K; Drake, M A

    2013-08-01

    Chocolate milk varies widely in flavor, color, and viscosity, and liking is influenced by these properties. Additionally, package labels (declared fat content) and brand are some of the extrinsic factors that may influence consumer perception. The objective of this study was to evaluate the effects of packaging labels and brand name on consumer liking and purchase intent of chocolate milk. A consumer acceptance test, conjoint analysis survey, and Kano analysis were conducted. One hundred eight consumers evaluated 7 chocolate milks with and without brand or package information in a 2-d crossover design. A conjoint analysis survey and Kano analysis were conducted after the consumer acceptance test. Results were evaluated by 2-way ANOVA and multivariate analyses. Declared fat content and brand influenced overall liking and purchase intent for chocolate milks to differing degrees. A subsequent conjoint analysis (n=250) revealed that fat content was a driver of choice for purchasing chocolate milk followed by sugar content and brand. Brand name was less important for purchase intent of chocolate milk than fat or sugar content. Among fat content of chocolate milk, 2 and 1% fat level were most appealing to consumers, and reduced sugar and regular sugar were equally important for purchase intent. Kano analysis confirmed that fat content (whole milk, 1, or 2% fat chocolate milk) was an attractive attribute for consumer satisfaction, more so than brand. Organic labeling did not affect the purchase decision of chocolate milk; however, Kano results revealed that having an organic label on a package positively influenced consumer satisfaction. Findings from this study can help chocolate milk producers as well as food marketers better target their product labels with attributes that drive consumer choice of chocolate milk. Copyright © 2013 American Dairy Science Association. Published by Elsevier Inc. All rights reserved.

  16. Nostalgia and Consumer Sentiment.

    Science.gov (United States)

    Moriarty, Sandra Ernst; McGann, Anthony F.

    1983-01-01

    Concludes that designer magazine advertisements contain more traces of nostalgia than do those in consumer magazines and that they tend to be more extreme in their fluctuation patterns. Notes that nostalgia increases in ads when public confidence is decreasing. (FL)

  17. Consumer Product Category Database

    Data.gov (United States)

    U.S. Environmental Protection Agency — The Chemical and Product Categories database (CPCat) catalogs the use of over 40,000 chemicals and their presence in different consumer products. The chemical use...

  18. Consumer choice behaviour

    DEFF Research Database (Denmark)

    Hansen, Flemming; Percy, Larry; Hallum Hansen, Morten

    2004-01-01

    The paper is concerned with the measurement of emotions and the study of the role ofemotions in consumer choice. Contemporary neurological findings suggest that emotionsmay play a role in its own right, quite different from the way in which they have beenconsidered in traditional consumer choice ...... behaviour theory. A large-scale study including800 respondents, covering 64 brands, provide findings on emotional response tendenciesfor the brands, and relate these to involvement, type of need gratification, purchasingbehaviour, etc.......The paper is concerned with the measurement of emotions and the study of the role ofemotions in consumer choice. Contemporary neurological findings suggest that emotionsmay play a role in its own right, quite different from the way in which they have beenconsidered in traditional consumer choice...

  19. Consumer Financial Protection Bureau

    Science.gov (United States)

    ... Openings Doing Business With Us Advisory Groups Project Catalyst Contact Us The CFPB: Working for you This short video covers what the CFPB is and how we are working for American consumers. An official website of ...

  20. Consumer reports [electronic resource

    National Research Council Canada - National Science Library

    1942-01-01

    ... only. A limited number of selected reports, advice on product selection and safety alerts are freely available, as are a five year listing of product recalls, a listing of major consumer product...

  1. Canadian nurse practitioner job satisfaction.

    Science.gov (United States)

    LaMarche, Kimberley; Tullai-McGuinness, Susan

    2009-01-01

    To examine the level of job satisfaction and its association with extrinsic and intrinsic job satisfaction characteristics among Canadian primary healthcare nurse practitioners (NPs). A descriptive correlational design was used to collect data on NPs' job satisfaction and on the factors that influence their job satisfaction. A convenience sample of licensed Canadian NPs was recruited from established provincial associations and special-interest groups. Data about job satisfaction were collected using two valid and reliable instruments, the Misener Nurse Practitioner Job Satisfaction Survey and the Minnesota Satisfaction Questionnaire. Descriptive statistics, Pearson correlation and regression analysis were used to describe the results. The overall job satisfaction for this sample ranged from satisfied to highly satisfied. The elements that had the most influence on overall job satisfaction were the extrinsic category of partnership/collegiality and the intrinsic category of challenge/autonomy. These findings were consistent with Herzberg's Dual Factor Theory of Job Satisfaction. The outcomes of this study will serve as a foundation for designing effective human health resource retention and recruitment strategies that will assist in enhancing the implementation and the successful preservation of the NP's role.

  2. Consumer choice behaviour

    OpenAIRE

    Hansen, Flemming; Percy, Larry; Hallum Hansen, Morten

    2004-01-01

    The paper is concerned with the measurement of emotions and the study of the role of emotions in consumer choice. Contemporary neurological findings suggest that emotions may play a role in its own right, quite different from the way in which they have been considered in traditional consumer choice behaviour theory. A large-scale study including 800 respondents, covering 64 brands, provide findings on emotional response tendencies for the brands, and relate these to involvement...

  3. Consumer Law Guide

    Science.gov (United States)

    1994-06-01

    Consumer Finance Act by making short-term advances to customers who write personal checks in return for substantially smaller amounts of on-the-spot case...practices lawsuit with H&R Block, Inc. forcing tax return company to advertise its "Rapid Refund" program is actually a loan program charging customers ...home equity loans/lines of credit/home improvement loans, etc.) 2. A consumer can have only 9M principal dwelling at a time (includes mobile homes

  4. THE HICKSIAN RATIONAL CONSUMER

    OpenAIRE

    Manuel FERNÁNDEZ-GRELA

    2005-01-01

    The aim of this paper is to trace the evolution of the concept of ''rational consumer'' in Hicks's writings. After being one of the pioneers in the introduction of rationality assumptions about consumer behaviour in economic models, Hicks gradually developed a sceptical view about some of the uses to which those assumptions were put into. The focus of the paper is on continuity in Hicksian views, providing a picture of gradual changes in the long series of Hicks's works

  5. PARADIGMS IN CONSUMER BEHAVIOR

    OpenAIRE

    Sabrina Oktoria Sihombing

    2011-01-01

    A paradigm influences what we see and conceive about certain facts. Paradigm can also influence what we accept as a truth. Yet, the debate over which paradigm and methodology is best suit for marketing and consumer behavior has begun since 1980s. Many researchers criticized the domination of logical empiricism paradigm and offered alternative paradigm to understand marketing and consumer behavior. This article discusses several paradigms and methodology, which are part of qualitative paradigm...

  6. Consumer behavior: a quadrennium.

    Science.gov (United States)

    Jacoby, J; Johar, G V; Morrin, M

    1998-01-01

    Consumer behavior continued to attract additional researchers and publication outlets from 1993 through 1996. Both general interest and domain-specific scholarly contributions are discussed, along with limitations and suggested areas for future research. A concluding section observes that the integrity of consumer research is unnecessarily compromised by the failure of the major scholarly association in the field to develop and adopt a code of researcher ethics.

  7. Radioactive consumer products

    International Nuclear Information System (INIS)

    Sato, Otomaru

    1981-01-01

    Present situation of utilizing the radioactive consumer products and exposure dose were reviewed with published data. Practically, consumer products are divided into three categories, (1) radioactive nuclides intentionally incorporated into radioluminous dye, ionization chambers for smoke detector, eliminator of static electricity, and glow lamp (2) natural radioactive nuclides contained in false teeth, porcelain, glass, and gas mantle (3) natural radioactive nuclides accumulated as industrial waste at the consumption of coal, petroleum, and natural gas or in fertilizer and materials for construction. (Nakanishi, T.)

  8. Value, Satisfaction and Word of Mouth for a Retail Brand

    Directory of Open Access Journals (Sweden)

    Elias Frederico

    2014-12-01

    Full Text Available This study aimed to identify the antecedents of value, satisfaction and worth of mouth (WOM for franchise and flagship store shoppers. The literature review and a in-depth interview with the flasgship store manager indicated that brand and product aspects, as well the store environment and services aspects influence value, satisfaction and WOM. Then, a structural model was adjusted and tested with data collected from a survey with 275 consumers. Findings indicate that WOM and satisfaction are mediated by hedonism and utilitarism. Brand and store aspects are determinants of hedonic value and store aspects are associated with utilitarism. In addiction, flagship shoppers are more satisfied and tend to recommend the brand more than franchise shoppers. 

  9. Determinants of meal satisfaction in a workplace environment

    DEFF Research Database (Denmark)

    Haugaard, Pernille; Stancu, Catalin M.; Brockhoff, Per B.

    2016-01-01

    before lunch. Time available, mindful eating and eating with close colleagues were positively associated with perceived ambience. The results indicate that consumers' satisfaction with workplace meals can be increased by putting emphasis on the quality of food served, but equally important...... is the ambience in the lunch situation. Most of the ambience factors were related to available time and mental resources of the participants and the possibility to share the meal with close colleagues. These are factors that can be facilitated by the service provider, but not directly influenced.......Workplace lunches are recurrent meal occasions that can contribute to the general well-being of employees. The objective of our research was to study which factors influence consumers' satisfaction with these meals by exploring the relative role of food-related, personal, situational factors. Using...

  10. Older Consumers in Malaysia

    OpenAIRE

    David R. Phillips; Fon Sim Ong

    2007-01-01

    The main objective of this study was to understand the concerns and problems faced by older people in an industrializing middle-income country, Malaysia, in their process of acquiring products to meet their everyday needs. Respondents aged 55 and over were interviewed in eight states throughout Peninsular Malaysia providing 1356 usable questionnaires; two-thirds from urban and one-third from rural areas. Education, health status, and life satisfaction were recorded. Service patronage behaviou...

  11. Patient satisfaction scores and their relationship to hospital website quality measures.

    Science.gov (United States)

    Ford, Eric W; Huerta, Timothy R; Diana, Mark L; Kazley, Abby Swanson; Menachemi, Nir

    2013-01-01

    Hospitals and health systems are using web-based and social media tools to market themselves to consumers with increasingly sophisticated strategies. These efforts are designed to shape the consumers' expectations, influence their purchase decisions, and build a positive reputation in the marketplace. Little is known about how these web-based marketing efforts are taking form and if they have any relationship to consumers' satisfaction with the services they receive. The purpose of this study is to assess if a relationship exists between the quality of hospitals' public websites and their aggregated patient satisfaction ratings. Based on analyses of 1,952 U.S. hospitals, our results show that website quality is significantly and positively related to patients' overall rating of the hospital and their intention to recommend the facility to others. The potential for web-based information sources to influence consumer behavior has important implications for policymakers, third-party payers, health care providers, and consumers.

  12. The effects of interactive marketing, customer satisfaction and flashes on customer loyalty

    Directory of Open Access Journals (Sweden)

    Tanveer ASLAM

    2015-05-01

    Full Text Available This study explores impact of interactive marketing impact on consumer satisfaction and loyalty. So for no specific research has been conducted to identify the process of customer loyalty in banking sector in this perspective. Customer loyalty has great importance and agonizes among connoisseur, academician and professionals in ample industries. Interactive marketing combination of relationship marketing and service marketing. This study generally focused on following dimensions commitment, trust, familiarity, quality of employees, service quality and service personalization efforts as key predictor of customer satisfaction and loyalty. Data was collected by using by pretested questionnaire through personal interviews. A representative sample of one hundred and sixty consumers was selected by using convenience sampling technique. Interactive marketing has positive significant influence customer satisfaction and customer loyalty. The customer satisfaction fully mediates the relationship between interactive marketing and customer loyalty.

  13. The role of satisfaction, norms and conflict in families' eating behaviour

    DEFF Research Database (Denmark)

    Olsen, Svein Ottar; Grunert, Klaus G.

    2010-01-01

    Purpose - The purpose of this study is to analyse the relationship between satisfaction and consumer behaviour by proposing and testing a model of how moral and social influences interact with individual satisfaction and conflict to explain and understand consumer behaviour in a family context...... measured by multiple-item measures. After checking for reliability and validity of the data by confirmatory factor analysis, structural equation modelling in Lisrel was used to estimate relationships between the constructs and their measures. Findings - While satisfaction, social norm and preference...... conflict had an influence on behaviour, the impact of satisfaction was least among the three constructs. In turn, these three constructs were influenced by personal norm. Also, social norm and preference conflict were mutually related. Research limitations/implications - The study is based on self...

  14. Student Satisfaction Negates Pedagogic Rights, Theirs and Ours!

    OpenAIRE

    Barnes, C.; Jenkins, C.

    2014-01-01

    This article outlines how the potential for students to be co-participants, via a critical education, risks being further co-opted through the marketization of higher education by constructing students as consumers with power over academics to make judgments on pedagogic quality through student satisfaction ratings. We start by outlining the relevant components of marketization processes, and their associated practices of financialization and managerialism that have developed in response to t...

  15. RURAL CUSTOMER SATISFACTION TOWARDS ONLINE SHOPPING IN POLLACHI TALUK

    OpenAIRE

    K. Jayaprakash; A. Pavithra

    2017-01-01

    Online shopping is a recent phenomenon in electronic commerce and its definitely going to be the future of shopping in the world. It is user friendly compare to in store shopping because consumers can just complete his requirements just with a click of mouse without leaving their home. In the present work, the researcher intended to analyze the most preferred online shopping website, factors influencing the rural customers towards online shopping and to analyze the level satisfaction of the ...

  16. Measuring satisfaction with public services

    OpenAIRE

    Senior, Nicki

    2011-01-01

    This study used the 'delivery paradox' (Blaug et al. 2006, p.6) as a catalyst to examine customer satisfaction with the public services. The 'delivery paradox' exists where the rise in the level of delivery improvements does not elicit a corresponding rise in public satisfaction with services (ibid). Expectancy Disconfirmation Theory underpins the measurement of customer satisfaction. However, a review of the literature by MORl (2002) concluded that whilst expectations are known to be shaped ...

  17. Life Satisfaction in Old Age

    OpenAIRE

    BRDIČKOVÁ, Monika

    2009-01-01

    The paper describes life satisfaction in old age. The theoretical part defines negative and positive aspects of old age, and further describes cognitive and emotional changes. The main content of the theoretical part is focused on life satisfaction, purposfulness and self-conception of seniors. The practical part includes qualitative research, which survays life satisfaction of seniors, directed on four dimensions of human life: self-conception, purpose of life, family and social relations. T...

  18. Marketing Research Merely Reflects The Needs And Wants of Consumers

    OpenAIRE

    Theodossiou George; Kourti Chrisa

    2007-01-01

    In the recent years, marketers have focused their attention on the consumer. The aim is the acquisition of comparative advantage in the market. They have succeeded to develop organizations oriented to the market, and departments that support the competition strategy for the satisfaction of the needs and the wants of the consumers. The golden rule of Marketing says that a product is not sold but answers to a need of the market. To reveal this need question of the following type must be answere...

  19. An investigation of customer satisfaction and loyalty in projects of mini-hotels

    OpenAIRE

    Левыкин, Виктор Макарович; Дэвон, Валерия Викторовна

    2015-01-01

    The hospitality industry continues to evolve and improve in terms of Ukrainian realities of political and economic instability; managers of mini-hotels are experiencing difficulties with the implementation of repeat sales, increasing the number of loyal customers and the preservation of loyal customers, maintaining a high level of consumer loyalty and customer satisfaction.The article reveals the concept of satisfaction and loyalty of mini-hotels customers. It is schematically represented the...

  20. The Impact of Healthscape on Customer Satisfaction and Loyalty in Public and Private Healthcare Institutions

    OpenAIRE

    Akmaz, Arif Emre; Ozansoy Çadırcı, Tuğçe

    2018-01-01

    The evaluation of services is highly dependable on consumers’ experiences and emotions toward the service encounter. The service environment (the servicescape) has an influential aspect on customers’ satisfaction and behavioral intentions including customer loyalty.  This study aims to define the possible effects of the healthcare service environment (healthscape) on consumer experience, satisfaction and loyalty. The data was collected from patients that has visited an outpatient clinic, ER, ...

  1. Citizen and Resident Satisfaction with Public Services in Qatar : And the impact on quality of life

    OpenAIRE

    Benmansour, Nada Abdelkader , [بن منصور، ندى عبد القادر

    2016-01-01

    In Qatar notable differences in public service satisfaction exist across individual state services, across nationality groupings, and across demographic categories. Among all citizens and residents, however, there is an empirical link between satisfaction with state services and overall perceptions of quality of life. Policymakers should thus study efforts to collect regular and systematic data on the performance of key public institutions, including through the collection of consumer feedbac...

  2. Quality Improvement Project to Improve Patient Satisfaction With Pain Management: Using Human-Centered Design.

    Science.gov (United States)

    Trail-Mahan, Tracy; Heisler, Scott; Katica, Mary

    2016-01-01

    In this quality improvement project, our health system developed a comprehensive, patient-centered approach to improving inpatient pain management and assessed its impact on patient satisfaction across 21 medical centers. Using human-centered design principles, a bundle of 6 individual and team nursing practices was developed. Patient satisfaction with pain management, as measured by the Hospital Consumer Assessment of Healthcare Providers and Systems pain composite score, increased from the 25th to just under the 75th national percentile.

  3. Retirement Applicant Satisfaction Survey Results

    Data.gov (United States)

    Social Security Administration — This dataset contains information about the Retirement Applicant Survey (RAS). The survey measured satisfaction results with the retirement application process. The...

  4. Patient satisfaction with cataract surgery

    Directory of Open Access Journals (Sweden)

    Wasfi Ehab I

    2008-10-01

    Full Text Available Abstract Introduction Measuring the patient satisfaction is a very important issue that will help very much in improving the service provided to patients and improve the level of satisfaction. Aim To evaluate patient satisfaction with the cataract surgery service and identify any areas for improvement, determination of patient satisfaction with referral, out-patient consultation, pre-assessment clinic, surgery and post-operative care, also to report patients' comments relating to improvement in service provision. Methodology A retrospective study was undertaken for 150 patients underwent cataract surgery at Barrow General Hospital, UK, the survey sample was by postal questionnaires. We collected our data from the theatre lists for a period of 4 month. Results This study included 150 patients; the response rate was (72% 108 patients, Most patients were referred from their general practitioner 86.1%, 93 (86.1% patients were happy with the time interval from seeing their GP to eye clinic. In the eye out patient department many factors significantly affected the level of patient satisfaction, in general the more information provided for the patient the more the satisfaction. Conclusion Patient satisfaction is on important health outcome old understanding both the domains of satisfaction as well as their relative importance to patients is necessary to improve the overall quality of patient care. Meeting the doctor, presenting all relevant information and giving printed information are very important factors in improving the patient's satisfaction with cataract surgery.

  5. The paradoxes of the consumer society

    Directory of Open Access Journals (Sweden)

    A. N. Il’In

    2016-01-01

    Full Text Available The article describes two characteristic of the consumer society of the paradox. The first is expressed in the contradiction between the desire for himself by exposure to high consumer standards and constraints of a financial nature. Specifics of consumer culture requires to make demonstrative waste of money, even if it is associated with financial resources. Demonstrative waste of money exercise by savings on invisible to others spheres of life, as “message” on the status becomes more important need than the satisfaction of these needs. The relationship between income and consumption does not seem unambiguous. Updated trend of the sense of consumption goods, pseudoconsumerism, realizing the need to seem - one of fictitious needs, which in practice translates into implementation of strategy is symbolic of deception. There is a “fictitious second order”, which is not associated with the symbolic meaning of a certain good, and with the symbolic meaning of goods, which is not cash, but is missing. Consumption has shifted imitating under the consumption of performance, consumption of simulacrum and virtuality. The dichotomy of “to have or to be” in this case is replaced by the dichotomy of “to have or to pass” and, in turn, “to pass or to be”. The second paradox is expressed in cultivating the desire to emphasize with consumption individuality that goes away when the practice becomes mass. Standardization is carried out under the rhetoric about elitism. The samples on offer as elitist, their attractiveness ascribe to itself the masses. It’s elitist by material unavailable to most people, but the mass by the desire of many people to be attached to them. Characteristic of a consumer society fashion consciously orients a select minority, but the underlying basis remains unconscious orientation to universality. Fashion stimulating consumption standards and to the implementation of individual choice, which constrained by these

  6. Healthcare workers satisfaction and patient satisfaction – where is the linkage?

    OpenAIRE

    Janicijevic, I; Seke, K; Djokovic, A; Filipovic, T

    2013-01-01

    Background: This study aims to assess at what level healthcare worker satisfaction affects patient satisfaction, as well as which elements of healthcare worker satisfaction affect health service quality and patient satisfaction.

  7. Background to the satisfaction chain: An investigation through structural equation modeling

    Directory of Open Access Journals (Sweden)

    Wagner Junior Ladeira

    2013-04-01

    Full Text Available Satisfaction studies have become crucial to improve the relationship between guests and hotels. With that in mind, this study analyzes the functional relations interfering in customer satisfaction in the hotel sector, based on the analysis of two elements: consumer background, related to previous experience and expectation; and consumer experience, related to the business’s physical aspects and social environment. Therefore, four hypotheses were formulated and tested with 260 guests in hotels located in the State of Rio Grande do Sul. The results support the hypotheses formulated, indicating that physical environment is the greatest satisfaction predictor for hotel customers, followed by the “previous experience,” “social environment” and, finally, “consumer expectation.”

  8. Validation of satisfaction questionnaire for outpatient neurology ...

    African Journals Online (AJOL)

    Background: Patient satisfaction questionnaires are the commonly used patient satisfaction measure, and may be global or multidimensional in focus. Global patient satisfaction consists of overall patient satisfaction while multidimensional patient satisfaction has multiple items focusing on different dimensions of the ...

  9. The sense of life satisfaction versus dietary choices of young women doing fitness for recreational purposes

    Science.gov (United States)

    Gacek, Maria

    : The health potential of a person can be improved thanks to recreational physical activity and rational diet. The sense of life satisfaction is also one of significant health resources. The aim of the study was to analyze the relations between the level of life satisfaction and the frequency of consuming selected products in the group of young women who engage in fitness for recreational purposes. The study involved 200 young women (20-30 years old) who regularly do recreational physical activity in fitness clubs in Małopolska. An original questionnaire was used to measure the frequency of consumption of food products, with the following scale: several times a day, once a day, several times a week, once a week, several times a month, and more rarely / never. The Satisfaction With Life Scale (SWLS) by Diener et al., adapted into Polish by Juczyński, was used to measure life satisfaction. The results were analyzed with the use of U Mann-Whitney test and Spearman’s rank correlation coefficients in a statistical package PQStat ver. 1.6. Statistical analysis showed that along with higher life satisfaction, women significantly less often consumed: white bread (plife satisfaction (low vs. high according to the SWLS) showed that women who displayed high life satisfaction significantly more often consumed wholemeal bread (plife satisfaction. The study proved the predictive role of life satisfaction in the development of eating habits of young, physically active women, indicating more rational dietary choices of women with higher levels of this individual quality.

  10. SENSORY AND CONSUMER TESTING LABORATORY

    Data.gov (United States)

    Federal Laboratory Consortium — These laboratories conduct a wide range of studies to characterize the sensory properties of and consumer responses to foods, beverages, and other consumer products....

  11. 76 FR 35721 - Consumer Leasing

    Science.gov (United States)

    2011-06-20

    ... 213 Advertising, Consumer leasing, Consumer protection, Federal Reserve System, Reporting and... contains regulatory documents #0;having general applicability and legal effect, most of which are keyed #0...

  12. From field to plate: Farmer-to-consumer direct marketing for organic and regional products

    OpenAIRE

    Mellin, Matthias; Spiller, Achim; Zühlsdorf, Anke

    2007-01-01

    The importance of direct marketing for high quality farm products has increased in the last few years. This paper analyses the impact of customer satisfaction and its driving forces for farmer-to-consumer direct marketing and is based on a customer survey in 30 organic and conventional on-farm stores in Germany. The results emphasize the role of the store atmosphere and customer service as the main influencing factors on customer satisfaction.

  13. Tourists consuming distance

    DEFF Research Database (Denmark)

    Larsen, Gunvor Riber

    The environmental impact of tourism mobility is linked to the distances travelled in order to reach a holiday destination, and with tourists travelling more and further than previously, an understanding of how the tourists view the distance they travel across becomes relevant. Based on interviews...... contribute to an understanding of how it is possible to change tourism travel behaviour towards becoming more sustainable. How tourists 'consume distance' is discussed, from the practical level of actually driving the car or sitting in the air plane, to the symbolic consumption of distance that occurs when...... travelling on holiday becomes part of a lifestyle and a social positioning game. Further, different types of tourist distance consumers are identified, ranging from the reluctant to the deliberate and nonchalant distance consumers, who display very differing attitudes towards the distance they all travel...

  14. Consumer Energy Atlas

    Energy Technology Data Exchange (ETDEWEB)

    1980-06-01

    This first edition of the Atlas provides, in reference form, a central source of information to consumers on key contacts concerned with energy in the US. Energy consumers need information appropriate to local climates and characteristics - best provided by state and local governments. The Department of Energy recognizes the authority of state and local governments to manage energy programs on their own. Therefore, emphasis has been given to government organizations on both the national and state level that influence, formulate, or administer policies affecting energy production, distribution, and use, or that provide information of interest to consumers and non-specialists. In addition, hundreds of non-government energy-related membership organizations, industry trade associations, and energy publications are included.

  15. Medicalization, markets and consumers.

    Science.gov (United States)

    Conrad, Peter; Leiter, Valerie

    2004-01-01

    This paper examines the impact of changes in the medical marketplace on medicalization in U.S. society. Using four cases (Viagra, Paxil, human growth hormone and in vitro fertilization), we focus on two aspects of the changing medical marketplace: the role of direct-to-consumer advertising of prescription drugs and the emergence of private medical markets. We demonstrate how consumers and pharmaceutical corporations contribute to medicalization, with physicians, insurance coverage, and changes in regulatory practices playing facilitating roles. In some cases, insurers attempt to counteract medicalization by restricting access. We distinguish mediated and private medical markets, each characterized by differing relationships with corporations, insurers, consumers, and physicians. In the changing medical environment, with medical markets as intervening factors, corporations and insurers are becoming more significant determinants in the medicalization process.

  16. Consumer responses to ecolabels

    DEFF Research Database (Denmark)

    Thøgersen, John; Haugaard, Pernille; Olesen, Anja

    2010-01-01

    Purpose - The purpose of this paper is to develop and apply a framework for understanding consumer responses to ecolabelling. Design/methodology/approach - From a consumer perspective, ecolabels are tools for supporting decision making with regard to environmentally significant products. The paper...... process. Starting the adoption process depends on both motivation (intention to buy sustainable fish products) and ability (issue-relevant knowledge). Whether and how quickly the consumer completes the adoption depends on his or her motivation, past experience with using ecolabels, and trust...... scoring highly on both issue-relevant knowledge and motivation are the most likely innovators and early adopters. Their high level of expertise means that they do not need a lot of explanation for understanding the label and its self-relevance and their strong motivation means that they will search...

  17. Visitor satisfaction of international cultural events in Belgrade

    Directory of Open Access Journals (Sweden)

    Zečević Bojan

    2016-01-01

    Full Text Available In modern tourism, events are of great importance. The increase in the number of events on a global scale has influenced the growth of competitive pressure and the need for a marketing approach in managing event development. Consumer satisfaction (service user is one of the basic elements in managing tourism development generally seen, and thus it is also important to manage and measure the satisfaction of event visitors. The satisfaction of event visitors is important bearing in mind its influence onto passing over positive experience, re-visits and tourism affirmation in areas where the event takes place. The paper analyzes the visitor satisfaction of three most important cultural events in Belgrade-BITEF, Jazz Festival and Belgrade book fair. The focus of the analysis is on visitor satisfaction which is the result of event participation, the contents which the event offers, as well as the following tourism contents of Belgrade, as a tourism destination. The analysis has been conducted based on an empirical research in which 450 participants, event visitors, took part in.

  18. Brand trust and image: effects on customer satisfaction.

    Science.gov (United States)

    Khodadad Hosseini, Sayed Hamid; Behboudi, Leila

    2017-08-14

    Purpose The purpose of this paper is to investigate brand trust and brand image effects on healthcare service users. Nowadays, managers and health activists are showing increased tendency to marketing and branding to attract and satisfy customers. Design/methodology/approach The current study's design is based on a conceptual model examining brand trust and brand image effects on customer satisfaction. Data obtained from 240 questionnaires (310 respondents) were analyzed using path analysis. Findings Results revealed that the most effective items bearing the highest influence on customer satisfaction and on benefiting from healthcare services include brand image, staff sincerity to its patients, interactions with physicians and rapport. Research limitations/implications This study needs to be conducted in different hospitals and with different patients, which would lead to the model's expansion and its influence on the patient satisfaction. Originality/value Being the first study that simultaneously addresses brand trust and brand image effects on customer satisfaction, this research provides in-depth insights into healthcare marketing. Moreover, identifying significant components associated with healthcare branding helps managers and healthcare activists to create and protect their brands and, consequently, leading to an increased profitability resulting from the enhanced consumer satisfaction. Additionally, it would probably facilitate purchasing processes during the service selection.

  19. SERVICE QUALITY AND CUSTOMER SATISFACTION IN PUBLIC TRANSPORTS

    Directory of Open Access Journals (Sweden)

    Filipa Fonseca

    2010-06-01

    Full Text Available The objective of the paper is to identify the determinants of service quality as well as its impact on the satisfaction of public transport commuters. The paper explores the relationship between service quality and customer satisfaction in a public transport service taking into account both internal and external perspectives. In order to analyse this relationship, the concepts of service quality, consumer satisfaction and dissatisfaction are assessed. A model of analysis is developed aiming at explaining this relationship and guiding the empirical study. This is based on an exploratory case study of a metro company in Europe. The results of the study put in evidence two key findings. The first is related to the level of service quality in its main dimensions. We conclude that reliability, security, speed, comfort and punctuality are quality dimensions of greater importance for the public transport services. Secondly, the study explores satisfaction and their determinants. Despite literature stipulates the existence of a distinction between the constructs of quality and satisfaction, this study found that the transport company, non-customers and customers clearly do not make such a distinction.

  20. Is there a Relationship between Patient Satisfaction and Favorable Surgical Outcomes?

    Science.gov (United States)

    Tevis, Sarah E.; Kennedy, Gregory D.; Kent, K. Craig

    2015-01-01

    Summary Satisfaction of patients with their health care is gaining importance as a measure of hospital quality due to public reporting of these values and an increasing connection between hospital reimbursement and scores on the current tool to measure satisfaction, the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey. We found that high hospital and surgical volume and low rates of risk-adjusted mortality are associated with high patient satisfaction. However, other favorable patient outcomes are not consistently associated with positive satisfaction scores on HCAHPS. Contributors to patients' perceptions of their care are likely multifactorial and not related just to outcomes traditionally assessed by surgeons or hospitals. Moving in a direction of patient centered care, with a focus on increased understanding and involvement of patients in the care process, will likely strengthen the relationship between surgical outcomes and patient satisfaction. PMID:26299501

  1. Determinants of customer satisfaction with professional services: A study of consultants services

    DEFF Research Database (Denmark)

    Sonne, Anne-Mette

    1999-01-01

    Although models of service quality and customer satisfaction have been well researched within the consumer goods and services area, much less attention has been paid to high involvement business-to-business service satisfaction. The objective of this study is to contribute to this stream...... of research through a survey of customers of the Norwegian Institute of Fisheries and Aquaculture. Information on which factors are the determinants of customer satisfaction is important to consultants since customer satisfaction is what the service business depends on for repeat business. In this study we...... found that customer satisfaction is mostly influenced by the perceived competence of the consultant and the technical reliability demonstrated in the project. However, the perceived service quality is also influenced by the way the customer is treated during the service production process....

  2. THE EFFECT OF SERVICE, PRODUCT QUALITY, AND PERCEIVED VALUE ON CUSTOMER PURCHASE INTENTION AND SATISFACTION

    Directory of Open Access Journals (Sweden)

    Dodi Iskandar

    2015-05-01

    Full Text Available The research was conducted at Kedai Sop Durian Lodaya (KSDL in Bogor on February 2015. The research objectives were 1 to identify the characteristics of KSDL consumer’s behavior, 2 to analyze the factors influencing the consumer satisfaction and purchase intention of KSDL’s consumers , 3 to analyze KSDL's consumer satisfaction level and purchase intention, 4 to formulate the managerial implications in order to increase consumer satisfaction and KSDL's purchase intention. The research was conducted by using descriptive methods through case study approach. Data was collected through questionnaires with non-probability sampling technique, using  convenience sampling technique. Data was analyzed by using Structural Equation Modeling (SEM. The result shows that all of the satisfaction component variabels have significantly influenced consumer satisfaction and purchase intention. In sequence, the variables having the highest influence to the lowest influence are product quality, responsiveness, assurance, empathy, reliability, tangibility, and perceived value.    Keywords: consumer satisfaction, service quality, product quality, purchase intention, SEM, kedai sop durian lodaya (KSDL ABSTRAKPenelitian dilakukan di Kedai Sop Durian Lodaya (KSDL di Bogor pada bulan Februari 2015. Tujuan dari penelitian ini adalah 1 mengidentifikasi karakteristik perilaku konsumen di KSDL, 2 menganalisis faktor-faktor yang mempengaruhi kepuasan dan purchase intention pada konsumen di KSDL, 3 menganalisis tingkat kepuasan dan purchase intention konsumen di KSDL, 4 merumuskan implikasi manajerial untuk meningkatkan kepuasan konsumen serta menimbulkan purchase intention konsumen di KSDL. Penelitian ini dilakukan dengan metode deskriptif melalui pendekatan studi kasus. Pengumpulan data dilakukan melalui pengisian kuesioner dengan teknik nonprobability sampling menggunakan metode convenience sampling. Data dianalisis dengan menggunakan structural equation modeling

  3. Incorporating Transformative Consumer Research into the Consumer Behavior Course Experience

    Science.gov (United States)

    Petkus, Ed, Jr.

    2010-01-01

    In contrast to understanding consumer behavior for the benefit of business organizations, transformative consumer research (TCR) seeks to understand consumer behavior for the benefit of consumers themselves. Following Mari's (2008) call for the incorporation of TCR in doctoral programs in marketing, this article outlines the relevance of TCR to…

  4. Role Overload, Job Satisfaction, Leisure Satisfaction, and Psychological Health among Employed Women

    Science.gov (United States)

    Pearson, Quinn M.

    2008-01-01

    Role overload, job satisfaction, leisure satisfaction, and psychological health were measured for 155 women who were employed full time. Role overload was negatively correlated with psychological health, job satisfaction, and leisure satisfaction. Job satisfaction and leisure satisfaction were positively correlated with psychological health.…

  5. Relationship of Life Satisfaction and Job Satisfaction among Pakistani Army Soldiers

    OpenAIRE

    Summaira Naz

    2015-01-01

    The present study had two main objectives; first, to discover the relationships between job satisfaction and life satisfaction in Pakistani army soldiers, second, to find out the age, salary, marital status, and education differences on job satisfaction and life satisfaction in Pakistani army soldiers. In the present study two questionnaires; Job Satisfaction Scale JSS (Macdonald & Maclntyre, 1997) and Satisfaction With Life Scale (Diener, ...

  6. The Moderating Influence of Supermarket Satisfaction on Out-of-Stock Store Switching Behaviour

    DEFF Research Database (Denmark)

    Hansen, Torben; Beckmann, Suzanne C.; Solgaard, Hans Stubbe

    . Based on a survey of 631 grocery consumers, this study investigates the moderating influence of preferred supermarket satisfaction on relations between quality consciousness, price consciousness, pre-planning propensity and out-of-stock store switching, and also examines the direct influence...... of these variables on out-of-stock store switching. The results indicate that whereas preferred supermarket satisfaction negatively moderates the relation between quality consciousness and out-of-stock store switching, preferred supermarket satisfaction positively moderates the relation between price consciousness...

  7. The impact of innovation on customer satisfaction: A study of the cosmetics producer in Tehran

    Directory of Open Access Journals (Sweden)

    Daragahi Gholamreza Askarpour

    2017-01-01

    Full Text Available Nowadays customer satisfaction is one of the basic requirements of manufacturing companies in developing countries. This study was conducted to investigate the effect of innovation in product presentation on customer satisfaction. The statistical population includes the customers of cosmetics produced by ten companies in Iran. The simple random sampling method was used to select 387 individuals. The results indicated that innovation in product presentation had a positive effect on the satisfaction of customers consuming cosmetics. In this study, open innovation and closed innovation paradigms were employed to deal with the main research problem.

  8. Customer Satisfaction Index – as a Base for Strategic Marketing Management

    Directory of Open Access Journals (Sweden)

    Karolina Ilieska

    2013-11-01

    Full Text Available Customer satisfaction index -CSI results provide: an economic indicator of the quality of economic output; calculation of the net present value of their company’s customer base as an asset over time; information for strategic business applications; a predictor of consumer spending & corporate earnings. In this paper the focus of research is customer satisfaction index as a base for new strategic marketing management. For this purpose I have carried out a survey on representative samples of Macedonian passenger and research services quality and customer satisfaction index (CSI in the macedonian passenger transport.

  9. Facilitating consumer participation: an approach to finding the 'right' consumer.

    Science.gov (United States)

    Happell, Brenda

    2010-01-01

    Contemporary health care increasingly dictates that consumers of services should become active participants in the health care system. This has placed responsibility on administrators, managers and clinicians to include consumers in key strategic and decision making initiatives. However, this direction has not been accompanied by clear policies or guidelines. Consequently confusion about selecting consumers able to provide valuable input is identified as a barrier to active consumer involvement. The purpose of this paper is to address some concerns raised in the quest to find the "right" consumer, including: finding a consumer without an axe to grind; ensuring the consumer is representative of broader views; health professionals as consumer representatives. While these concerns are common they have not yet been extensively debated and discussed in the broader Literature. Strategies necessary to support consumers in participatory roles are also considered and the controversial subject of financial remuneration for consumers is also explored.

  10. Stakeholder expectation and satisfaction in road maintenance

    NARCIS (Netherlands)

    Hietbrink, M.; Hartmann, Andreas; Dewulf, Geert P.M.R.

    2012-01-01

    Understanding the process of stakeholder satisfaction is a prerequisite for successful stakeholder management. The expectancy disconfirmation model describes the process of stakeholder satisfaction by relating customers’ satisfaction with a product or service to discrepancy between the perceived

  11. Measuring Air Force Contracting Customer Satisfaction

    Science.gov (United States)

    2015-12-01

    NAVAL POSTGRADUATE SCHOOL MONTEREY, CALIFORNIA MBA PROFESSIONAL REPORT MEASURING AIR FORCE CONTRACTING CUSTOMER SATISFACTION ...... satisfaction elements should be included in a standardized tool that measures the level of customer satisfaction for AF Contracting’s external and

  12. Job Satisfaction: An International Overview

    Science.gov (United States)

    Thurman, J. E.

    1977-01-01

    An international comparison of job satisfaction levels strongly suggests that the idea of job satisfaction as a gauge of well-being at the workplace should be rejected, but that workers' reactions to aspects of their jobs may be meaningful. The article presents data from national surveys of managers, workers, and trade unions to explain this…

  13. Young Children and Job Satisfaction.

    Science.gov (United States)

    Hanson, Sandra L.; Sloane, Douglas M.

    1992-01-01

    Used data from General Social Surveys to examine effect of young children on job satisfaction of men and women. Findings suggest that young children have no effect on job satisfaction of male or female workers regardless of time period, work status, or marital status. This was true for women working in labor market as well as in home. (Author/NB)

  14. Job Satisfaction of University Faculty.

    Science.gov (United States)

    Onuoha, Alphonso R. A.

    1980-01-01

    In testing Herzberg's two-factor theory of job satisfaction, it was found that theories of job satisfaction may be closely related to the methods used in collecting data; hence, the results of studies employing different methods raise questions about the validity of a particular theory. (Author/IRT)

  15. On measurement of customer satisfaction

    DEFF Research Database (Denmark)

    Kristensen, Kai; Kanji, Gopal; Dahlgaard, Jens Jørn

    1992-01-01

    Based on a theoretical argument where company profit as a function of total customer satisfaction is maximized, a new system for measuring and balancing customer satisfaction with respect to individual quality characteritics is developed. A proced implementation is suggested and the results...

  16. Job Satisfaction in Fisheries Compared

    Science.gov (United States)

    Pollnac, Richard; Bavinck, Maarten; Monnereau, Iris

    2012-01-01

    This article draws comparative lessons from seven job satisfaction studies on marine capture fishing that were recently carried out in nine countries and three geographical regions--Asia, Africa, and the Caribbean. The seven studies made use of an identical job satisfaction assessment tool and present information on a selection of metiers mainly…

  17. Junior College Faculty Job Satisfaction.

    Science.gov (United States)

    Frankel, Joanne

    Some of the research done to date concerning job satisfaction of junior college faculty is reviewed in this "Brief." Part I of the "Brief" describes four frameworks that have been applied to the analysis of job satisfaction: the traditional approach, the two-factor approach, the need hierarchy, and the cognitive dissonance approach. Part II…

  18. Job satisfaction and preference drift.

    NARCIS (Netherlands)

    Maassen van den Brink, H.; Groot, W.J.N.

    1999-01-01

    Most empirical studies do not find that higher wages lead to more job satisfaction. In this paper we argue that the insignificant effect of wages on job satisfaction is due to preference drift. We adapt the standard ordered response model to allow for preference shifts. The empirical results support

  19. Job satisfaction and contingent employment

    NARCIS (Netherlands)

    de Graaf-Zijl, M.

    2012-01-01

    This paper analyses job satisfaction as an aggregate of satisfaction with several job aspects, with special focus on the influence of contingent-employment contracts. Fixed-effect analysis is applied on a longitudinal sample of Dutch employees in four work arrangements: regular, fixed-term, on-call

  20. Job satisfaction of nursing assistants.

    Science.gov (United States)

    Lerner, Nancy; Resnick, Barbara; Galik, Elizabeth; Flynn, Linda

    2011-11-01

    This secondary data analysis explored factors influencing job satisfaction in a sample of nursing assistants employed in Maryland skilled nursing facilities. Multiple factors have been shown to affect job satisfaction and turnover in nursing assistants (NAs), but the problem of turnover persists in skilled nursing facility environments affecting quality of care. An existing data set of 556 nursing assistants from 12 Maryland skilled nursing facilities was used. To explore factors found to influence job satisfaction from other studies, a multiple regression analysis was performed. Nine dependent variables previously shown to affect job satisfaction were used. Of these variables, only years of experience (β = .230) and performance of restorative care (β = .095) were found to be positively associated with job satisfaction. Self-esteem (β = -.094) was found to be negatively associated with job satisfaction. Only length of experience and exemplary care as evidenced by the performance of restorative care were associated with job satisfaction. These results mirror results found in other studies. Self-esteem was negatively associated with job satisfaction in this population, a finding needing further study. Copyright © 2011 Wolters Kluwer Health | Lippincott Williams & Wilkins

  1. Job satisfaction among recreation practitioners

    Science.gov (United States)

    Erin Parks; Andrew Holdnak

    2002-01-01

    Job satisfaction among recreation professionals can be affected by many working conditions. This study has investigated the impact fourteen variables had on the job satisfaction of recreation practitioners. The sample consisted of 106 responses from members of the Resort and Commercial Recreation Association (RCRA). The results of the regression analysis for job...

  2. Perspectives on User Satisfaction Surveys.

    Science.gov (United States)

    Cullen, Rowena

    2001-01-01

    Discusses academic libraries, digital environments, increasing competition, the relationship between service quality and user satisfaction, and user surveys. Describes the SERVQUAL model that measures service quality and user satisfaction in academic libraries; considers gaps between user expectations and managers' perceptions of user…

  3. The importance of quality, access and price to health care consumers in Bulgaria: A self-explicated approach'

    NARCIS (Netherlands)

    Pavlova, M.; Groot, W.J.N.; van Merode, F.

    2003-01-01

    One approach to the problem of low patient satisfaction in Bulgaria is to identify attributes of health care services that the consumers value most and to focus on their improvement. Based on data from a household survey, this paper examines the importance that health care consumers attach to

  4. Older Consumers Safety Test

    Science.gov (United States)

    ... 한국어 Español ภาษาไทย Tiếng Việt Text Size: Decrease Font Increase Font Contact CPSC Consumers: Businesses: Report an Unsafe Product ... can become entrapped and suffocate in older, latch-type freezers, refrigerators, dryers and coolers. GFCI Fact Sheet ...

  5. Consumer rationality in choice

    NARCIS (Netherlands)

    Conlon, B.J.

    2001-01-01

    The dissertation concentrates on consumer choice and the ability of current modelling approaches to capture the underlying behaviour of the individual decision-makers. The standard assumption of a rational utility maximising individual and its implications for observed behaviour are examined and

  6. Mapping online consumer search

    NARCIS (Netherlands)

    Bronnenberg, B.J.; Kim, J.; Albuquerque, P.

    2011-01-01

    The authors propose a new method to visualize browsing behavior in so-called product search maps. Manufacturers can use these maps to understand how consumers search for competing products before choice, including how information acquisition and product search are organized along brands, product

  7. Sustainable Consumer Voices

    DEFF Research Database (Denmark)

    Klitmøller, Anders; Rask, Morten; Jensen, Nevena

    2011-01-01

    Aiming to explore how user driven innovation can inform high level design strategies, an in-depth empirical study was carried out, based on data from 50 observations of private vehicle users. This paper reports the resulting 5 consumer voices: Technology Enthusiast, Environmentalist, Design Lover...

  8. Consuming a Machinic Servicescape

    OpenAIRE

    Hietanen, Joel; Andéhn, Mikael; Iddon, Thom; Denny, Iain; Ehnhage, Anna

    2016-01-01

    Consumer encounters with servicescapes tend to emphasize the harmonic tendency of their value-creating potential. We contest this assumption from a critical non-representational perspective that foregrounds the machinic and repressive potentiality of such con- sumption contexts. We offer the airport servicescape as an illustrative example. 

  9. CONSUME: users guide.

    Science.gov (United States)

    R.D. Ottmar; M.F. Burns; J.N. Hall; A.D. Hanson

    1993-01-01

    CONSUME is a user-friendly computer program designed for resource managers with some working knowledge of IBM-PC applications. The software predicts the amount of fuel consumption on logged units based on weather data, the amount and fuel moisture of fuels, and a number of other factors. Using these predictions, the resource manager can accurately determine when and...

  10. Hermeneutics and Consumer Research.

    OpenAIRE

    Arnold, Stephen J; Fischer, Eileen

    1994-01-01

    This article reviews the nature of hermeneutic philosophy and the assumptions and features of a textual interpretation consistent with this perspective. The relationship of hermeneutic philosophy to the interpretive and critical theory traditions in consumer research is also discussed. Copyright 1994 by the University of Chicago.

  11. Consumer Product Category Database

    Science.gov (United States)

    The Chemical and Product Categories database (CPCat) catalogs the use of over 40,000 chemicals and their presence in different consumer products. The chemical use information is compiled from multiple sources while product information is gathered from publicly available Material Safety Data Sheets (MSDS). EPA researchers are evaluating the possibility of expanding the database with additional product and use information.

  12. Consumer financial behavior

    NARCIS (Netherlands)

    van Raaij, W.F.

    2014-01-01

    Consumer financial behavior is a domain between micro-economics, behavioral finance, and marketing. It is based on insights and behavioral theories from cognitive, economic, and social psychology (biases, heuristics, social influences), in the context of and sometimes in conflict with micro-economic

  13. Research in consumer behaviour

    DEFF Research Database (Denmark)

    Grunert, Klaus G.

    1988-01-01

    The present state of consumer behavior research is analysed here by Klaus Grunert, of the Aarhus Graduate School of Management, Denmark. Against the background of crisis in the existing research paradigm, he suggests a number of possible new directions in the field, at the same time emphasizing...

  14. Smart Consumer Lesson Plans.

    Science.gov (United States)

    New Jersey Consortium for Consumer Education, Newark.

    Lesson plans are provided for use with different populations of pre-K through senior high school students in four different areas of consumer education. Eight units in advertising are included: A First Look at Ads (pre-K-Grade 3), Don't Judge a Book by Its Cover (Grades 1-3), Fatal Distraction (Junior High), Package Labeling (Junior High), Product…

  15. Consuming the Exotic Other.

    Science.gov (United States)

    Lalvani, Suren

    1995-01-01

    Explores the multiple and heterogeneous deployment of the Other within discourses that intersect and contest each other. Shows how the 19th century discourse of "le femme orientale," which informed the Romantic critique of capitalism, was recuperated in a hegemonic manner to promote an expanding consumer culture. Discusses the colonial…

  16. Visitors Satisfaction Measurement in Czech Tourism

    OpenAIRE

    Tomáš Sadílek

    2015-01-01

    The paper deals with describing the method of satisfaction measurement as a one of marketing techniques used for detecting visitors’ satisfaction in tourist regions in the Czech Republic. In the treatise, we try to analyse visitors’ satisfaction with the twenty four partial factors affecting total satisfaction. In the theoretical part of the paper, there are described methodological approaches to satisfaction measurement and presented various methods for satisfaction measurement with focus on...

  17. Improving health care strategy planning through assessment of perceptions of consumers, providers and administrators.

    Science.gov (United States)

    Scammon, D; Kennard, L

    1983-01-01

    Perceptions of consumers, health care administrators, and physicians regarding health care providers are analyzed. Ratings on 26 dimensions of health care services were obtained from members of the three participant groups using measures of image and satisfaction of both physicians in general, and of specific physicians. Discriminant analysis reveals significantly different perceptions of the health care system among the three groups of respondents. These differences suggest some changes in health care administration which could lead to increased consumer satisfaction and competitive advantages for physicians and health care institutions.

  18. Patient satisfaction with medical care

    Directory of Open Access Journals (Sweden)

    M. A. Sadovoy

    2017-01-01

    Full Text Available Patients’ evaluation of medical care is becoming more and more important due to expanding patient-centered care. For this purpose a complex index of patient satisfaction with healthcare is used. This parameter reflects the correspondence of actual healthcare services to patient’s expectations that were formed under the influence of cultural, social, economic factors, and personal experience of each patient. Satisfaction is a subjective parameter, thus, a grade of satisfaction is barely connected with quality of healthcare services itself. Moreover, medical organizations should always take into account specific features of each patient, since they can have an influence on customer attitude to medical services.This article comprises the review of publications studying determinants of patient satisfaction. In the course of the study, we analyzed data received by research teams from different countries.According to the review, we made some conclusions. First, determinants of patient satisfaction with healthcare can be divided in two groups. The first group of factors includes patients’ characteristics such as age, gender, ethnical and cultural features. However, researches from different countries revealed that there is a difference in the importance of factors belonging to this group and their influence on satisfaction of certain patient cohorts. The second group includes factors that belong to the process of healthcare services delivery and its organization. Moreover, it was found that patient satisfaction level is changing in a waveform. Thus, medical organization should not only try to increase patient satisfaction level but also maintain it. AS a result, it necessary to monitor patient satisfaction with healthcare services. That is why there is a distinct need for the development of a new tool or adaptation of existing instrument of satisfaction measurement, which would be unitized for all medical organizations in the Russian Federation 

  19. Character profiles and life satisfaction.

    Science.gov (United States)

    Park, Hwanjin; Suh, Byung Seong; Kim, Won Sool; Lee, Hye-Kyung; Park, Seon-Cheol; Lee, Kounseok

    2015-04-01

    There is a surge of interest in subjective well-being (SWB), which concerns how individuals feel about their happiness. Life satisfaction tends to be influenced by individual psychological traits and external social factors. The aim of this study was to examine the relationship between individual character and SWB. Data from 3522 university students were analyzed in this study. Character profiles were evaluated using the Temperament and Character Inventory-Revised Short version (TCI-RS). Life satisfaction was assessed using the Satisfaction with Life Scale (SWLS). All statistical tests regarding the correlations between each character profile and life satisfaction were conducted using ANOVAs, t-tests, multiple linear regression models and correlation analyses. The creative (SCT) profile was associated with the highest levels of life satisfaction, whereas the depressive (sct) profile was associated with the lowest levels of life satisfaction. Additionally, high self-directedness, self-transcendence and cooperation were associated with high life satisfaction. The results of gender-adjusted multiple regression analysis showed that the effects of self-directedness were the strongest in the assessment of one's quality of life, followed by self-transcendence and cooperativeness, in that order. All of the three-character profiles were significantly correlated with one's quality of life, and the character profiles of TCI-RS explained 27.6% of life satisfaction in total. Among the three-character profiles, the self-directedness profile was most associated with life satisfaction. Our study was cross-sectional, and self-reported data from students at a single university were analyzed. The results of this study showed that, among the character profiles, the effects of self-directedness were the strongest for predicting life satisfaction. Copyright © 2014 Elsevier Inc. All rights reserved.

  20. Consumers as co-developers

    DEFF Research Database (Denmark)

    Jeppesen, Lars Bo; Molin, Måns J.

    Abstract: This study describes a process in which a firm relies on an external consumer communityfor innovation. While it has been recognized that users may sometimes innovate, little is known aboutwhat commercial firms can do to motivate and capture such innovations and their related benefits...... firms purposively can do to generate consumer innovation efforts. An explorative casestudy shows that consumer innovation can be structured, motivated, and partly organized by acommercial firm that lays out the infrastructure for interactive learning by consumers in a publicKeywords: Product Development......, Consumer-to-Consumer Interaction, Learning, Consumer Innovation, Community, User-toolkits. JEL code(s): L21; L23; O31; O32...

  1. Consumer protection in European Union

    OpenAIRE

    Bartlová, Daniela

    2009-01-01

    The consumer protection is a very actual topic in the european policy. It is necessary for the right function of the internal market. The document mentions the development of the consumer protection policy - the past and the future strategy. The valid legislation is listed and also mentioned is the Proposal for a Directive on Consumer Rights. It gives an overview of european consumer organisations and their function . There are also mentioned some alternatives of the consumer's redress. Docum...

  2. CONSUMER BEHAVIOUR TOWARDS ELECTRIC FANS

    OpenAIRE

    Inderpreet Singh

    2017-01-01

    The study of consumer behaviour develops great interest for consumers, students, scientists, and marketers. As consumers, we need insights into our own consumption related decisions: what we buy, why we buy, and how we buy. The aim of the study is to cover entire research about consumer behaviour towards electric fans and different factors affecting their buying decision. A sample of 200 consumers of electric fans is taken. Questionnaire has been analysed with the help of pie diagram & bar ch...

  3. Communication Skills Training for Physicians Improves Patient Satisfaction.

    Science.gov (United States)

    Boissy, Adrienne; Windover, Amy K; Bokar, Dan; Karafa, Matthew; Neuendorf, Katie; Frankel, Richard M; Merlino, James; Rothberg, Michael B

    2016-07-01

    Skilled physician communication is a key component of patient experience. Large-scale studies of exposure to communication skills training and its impact on patient satisfaction have not been conducted. We aimed to examine the impact of experiential relationship-centered physician communication skills training on patient satisfaction and physician experience. This was an observational study. The study was conducted at a large, multispecialty academic medical center. Participants included 1537 attending physicians who participated in, and 1951 physicians who did not participate in, communication skills training between 1 August 2013 and 30 April 2014. An 8-h block of interactive didactics, live or video skill demonstrations, and small group and large group skills practice sessions using a relationship-centered model. Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS), Clinician and Group Consumer Assessment of Healthcare Providers and Systems (CGCAHPS), Jefferson Scale of Empathy (JSE), Maslach Burnout Inventory (MBI), self-efficacy, and post course satisfaction. Following the course, adjusted overall CGCAHPS scores for physician communication were higher for intervention physicians than for controls (92.09 vs. 91.09, p communication scores (83.95 vs. 82.73, p = 0.22). Physicians reported high course satisfaction and showed significant improvement in empathy (116.4 ± 12.7 vs. 124 ± 11.9, p communication skills training improved patient satisfaction scores, improved physician empathy, self-efficacy, and reduced physician burnout. Further research is necessary to examine longer-term sustainability of such interventions.

  4. CONSUMERS PRODUCTS AND SERVICES VALUE PERCEPTION

    Directory of Open Access Journals (Sweden)

    Bogdan Nichifor

    2008-12-01

    Full Text Available This article is a theoretical approach on products and services as value satisfiers. Consumers have knowledge about the personal, symbolic values that products, services and brands help them satisfy or achieve. Values are people’s broad life goals. Values often involve the emotional affect associated with such goals and needs (the strong feelings and emotions that accompany success. Recognizing when a value has been satisfied or a basic life goal has been achieved is an internal feeling that is somewhat intangible and subjective. In contrast, functional and psychosocial consequences are more tangible and are more obvious when they occur. Salespeople add value by identifying customer needs and devising or delivering a solution for those needs. Salespeople are able to adapt how products or/and services are presented or even to adapt products/services so that they meet the needs of the buyers. Such adaption powers professional selling, because customers often don’t know what they need or how to configure a solution to their needs. Satisfying a value usually elicits positive affect (happiness, joy, satisfaction, whereas blocking a value produces negative affect (frustration, anger, disappointment. Consumers can have products and services knowledge about products and services attributes, consequences of products or services use and personal values. Most marketing research focuses on one type of products and services knowledge – usually attributes or consequences, where the focus typically is on benefits rather than risks. Values are examined less frequently and usually in isolation. This paper objective is to show the importance of creating, delivering, and capturing buyer value. A company’s ability to deliver value to its customers is closely tied with its ability to create satisfaction for its employees and other stakeholders. Value ultimately depends on the perceiver. Smart companies not only offer purchase value but also offer use value

  5. Relationship of Life Satisfaction and Job Satisfaction among Pakistani Army Soldiers

    Directory of Open Access Journals (Sweden)

    Summaira Naz

    2015-03-01

    Full Text Available The present study had two main objectives; first, to discover the relationships between job satisfaction and life satisfaction in Pakistani army soldiers, second, to find out the age, salary, marital status, and education differences on job satisfaction and life satisfaction in Pakistani army soldiers. In the present study two questionnaires; Job Satisfaction Scale JSS (Macdonald & Maclntyre, 1997 and Satisfaction With Life Scale (Diener, et al., 1985; were administered to a sample (N=400 along with a demographic sheet. The results of the study revealed a significant positive correlation between job satisfaction and life satisfaction of Pakistani army soldiers. The findings of the study also showed a significant age, education, salary, and marital status differences in job satisfaction and life satisfaction. Age, marital status, and salary variables had positive correlation with job satisfaction and life satisfaction but education had a negative association with job satisfaction and life satisfaction

  6. Exposure from consumer products

    International Nuclear Information System (INIS)

    Sadagopan, Geetha

    1998-01-01

    Consumer products containing radioactive material, are available in the market place to any member of public as off the shelf item and are intended for unrestricted use by them at home or for their personal use. Radioactivity may be involved in the product for several reasons: 1. ionising radiation from the radioactive material forms the basis of the particular functioning of the product like radioisotopes in smoke detectors, radio-luminous dials, etc.; 2. chemical/spectroscopic characteristics of the radioactive material and not its radioactivity is the basis for the functional property of the product like thoriated gas mantles, uranium in glass enamels, etc. and 3. radioactive materials could be naturally occurring in consumer products, but could increase in concentration after processing like increased uranium or thorium concentrations after the processing of rare earth oxides

  7. Price satisfaction and producer loyalty

    DEFF Research Database (Denmark)

    Mutonyi, Sarah; Beukel, Karin; Gyau, Amos

    2016-01-01

    Purpose The purpose of this paper is to investigate which dimensions of price satisfaction influence producers’ trust in buyers and assess the mediating role of such trust in the relationship between price satisfaction and producer loyalty in fresh fruit supply chains. Design/methodology/approach......Purpose The purpose of this paper is to investigate which dimensions of price satisfaction influence producers’ trust in buyers and assess the mediating role of such trust in the relationship between price satisfaction and producer loyalty in fresh fruit supply chains. Design...... reliability, and relative price are dimensions of price satisfaction that affect producers’ trust in the buyer. Moreover, trust between the producer and the buyer is found to be a strong mediator between price satisfaction and producer loyalty. The findings support recent studies about trust and its mediating...... between the multi-dimensional nature of price satisfaction and producer loyalty with trust as a mediating variable in the business-to-business (B2B) context. Although B2B relationships have been shown to be of great importance for smallholders in enhancing business performance with their buyers, little...

  8. HOW CONTEXT AFFECTS COUPLE SATISFACTION?

    Directory of Open Access Journals (Sweden)

    Rozzana Sánchez-Aragón

    2012-12-01

    Full Text Available There are few studies that focus on the influence that contextual aspects have in marital satisfaction (Meléndez, Aleixandre,& Saez, 1993.However, nowadays the reasons for a divorce are related to the actual social situation (Khalfani-Cox, 2009. Thus, the aim of this study is to identify contextual aspects that are associ-ated with marital satisfaction; in order to accomplish this objective, we conducted two studies. The purpose of the first study was to identify recent context aspects that influence marital satisfaction throughout an open question, which was ap-plied to 131 people. The results indicate that the dimensions of economic, labor time, home safety, stress in the environment, and the place where they live influ-ence marital satisfaction. In the second study, based on the information obtained previously, we formed indicators that were applied together with a scale of mari-tal satisfaction to105 couples. The results show that the context is closely related to marital satisfaction. In addition, the results determine that men give greater importance to the economic and employment situation than women do. Overall, this study indicates that sex differences prove that the roles and cultural expecta-tions have remained in the dynamics of the relationship and thus influence the assessment of marital satisfaction.

  9. Consuming technologies - developing routines

    DEFF Research Database (Denmark)

    Gram-Hanssen, Kirsten

    2008-01-01

    technologies and in this article these processes will be investigated from three different perspectives: an historical perspective of how new technologies have entered homes, a consumer perspective of how both houses and new technologies are purchased and finally, as the primary part of the article, a user...... perspective of how routines develop while these technologies are being used. In the conclusion these insights are discussed in relation to possible ways of influencing routines....

  10. Emotions and Consumer Behavior

    OpenAIRE

    Andrade, Eduardo; Gururangan, Kapil; Iantorno, Stefano; Feng, Harvey; Cherone, Jennifer; Sawant, Manali; Neogi, Sushrita; Bhat, Prashant; Lukus, Alan

    2012-01-01

    Professor Eduardo Andrade received his Ph.D. in Marketing from the University of Florida in 2004 before coming to theHaas School of Business. He studies the impact of emotions on consumer decision making. One of his studies publishedin 2009 shifted the concept of emotions from transient effects to long-term processes and his recent work is movinginto the burgeoning field of decision neuroscience, which uses neuroscience tools to study economic decision-making.When Berkeley Scientific Journal ...

  11. Visitors Satisfaction Measurement in Czech Tourism

    Directory of Open Access Journals (Sweden)

    Tomáš Sadílek

    2015-01-01

    Full Text Available The paper deals with describing the method of satisfaction measurement as a one of marketing techniques used for detecting visitors’ satisfaction in tourist regions in the Czech Republic. In the treatise, we try to analyse visitors’ satisfaction with the twenty four partial factors affecting total satisfaction. In the theoretical part of the paper, there are described methodological approaches to satisfaction measurement and presented various methods for satisfaction measurement with focus on the Satisfaction Pyramid method which is also used in the field part. Other presented methods are Customer Satisfaction Index, European Customer Satisfaction Model, Importance-Satisfaction Matrix, SERVQUAL Concept and KANO Model. Data have been collected all over the Czech Republic in years 2010 and 2011 twice every year. In the field part there are presented calculations of data and described total satisfaction, Satisfaction Index and partial satisfactions as well as level of satisfaction by tourist regions and correlations between partial satisfactions and total satisfaction which refers to importance of partial factors. Most important factors affecting total satisfaction are public transport, sport equipment, shopping possibilities, children attractions, orientation signage and free time programs.

  12. MANIPULATING CONSUMERS THROUGH ADVERTISING

    Directory of Open Access Journals (Sweden)

    Nicoleta -Andreea Neacşu

    2012-12-01

    Full Text Available Marketing communication has evolved steadily in the direction of increasing complexity and increasing volume of funds needed to run their own actions. More than ever, consumers are exposed to an overwhelming variety of sources and communication tehniques, the information received being numerous, diverse and polyvalent. The desire to make more efficient the marketing communication activity urges the broadcasters to encode messages, to use effective means of propagation in order to obtain a high degree of control on receptors and to influence the consumption attitudes. Between the means used for this purpose, manipulation tehniques are well known. This paper highlights the main conclusions drawn as a result of a quantitative marketing research on the adult population from Braşov in order to identify the attitudes and opinions of consumers from Braşov regarding the manipulation techniques used by commercial practices and advertising.The results of the research have shown that 82% of the respondents buy products in promotional offers, and 18% choose not to buy these products and 61% of the respondents consider that they have not been manipulated not even once, while only 39% believe that they have been manipulated at least once through advertising or commercial practices. Advertisements on TV have a strong influence on consumers, 81% of the respondents considering that at least once they have bought a product because of a TV commercial.

  13. Consumers' quality perception

    DEFF Research Database (Denmark)

    Bech, Anne C.; Grunert, Klaus G.; Bredahl, Lone

    2001-01-01

    Much has been said about food quality, and the disussion is endless because the notion of quality changes along with the changes in our life and society. This underlines the complexity of the issue of food quality. Today food production in Europe is highly concentrated, and the global market is r...... framework, the Total Food Quality Model, which we believe is useful in understanding consumers perception of food quality. We will then illustrate applications of the model using two recent examples of the quality perception of meat and fish.......Much has been said about food quality, and the disussion is endless because the notion of quality changes along with the changes in our life and society. This underlines the complexity of the issue of food quality. Today food production in Europe is highly concentrated, and the global market...... of quality and the ability of producers to react to changes in consumers' perception of quality may form the basis of market success or failure, independent of whether you are a local or multinational producer. This chapter deals with the analysis of consumers' quality perception. We will introduce a general...

  14. Consumer perception of risk

    DEFF Research Database (Denmark)

    Scholderer, Joachim

    2001-01-01

    Scientists and regulators are regularly baffled by public responses to risk, especially when the issue at stake seemed unproblematic or at least technocratically solvable as long as it was only discussed within the expert community. In terms of such polarizations, the 1970s were the age of dissen...... these perceptions related to consumers' attitudes and choice behavior....... over nuclear power, while the 1990s saw the emergence of gene technology as an issue of public debate. The first decade of the new millennium aspires to become the age of food safety, and once again, a major research effort is made to find out how consumers' confidence can be restored. Brewing......, as a particular branch of food manufacturing, has in the past been able to dodge implication in major risk debates. The latest crisis in a related industry was the temporary banning of several brands of the Coca-Cola Co. in 1999 in Belgium following symptoms of nausea and vomiting amongst people who had consumed...

  15. Service Quality and Consumer Perception on Retail Banking Facilities and Employees' Courtesy in Malaysia and New Zealand

    OpenAIRE

    Moha Asri Abdullah; Noor Hazilah Abd Manaf; Kamru Ahsan; Ferdous Azam

    2014-01-01

    Service quality and consumer perception are the issues being focused solicitously by the business community today. With the expansion of the banking sector and extensive market formation, scopes of different acuity and satisfaction level for consumers seem to impose a mingle game of their perception on service quality especially in retail banking. However, this study is focused on the service quality and consumer perception on retail banking facilities and employees' courtesy in Malaysia and ...

  16. Beyond customer perception of price discrimination: A consumer behavior analysis and its implications on aviation revenue management

    OpenAIRE

    Kusch, Katharina

    2016-01-01

    The purpose of this paper is to assess consumer behavior in the airline industry from a perspective beyond the effects of price discrimination. First the consequences of dynamic pricing will be assessed before looking at the role of social media and offline social influences, consumer satisfaction and airline equilibrium networks and their effects on consumer loyalty. Final implications on aviation revenue management will be drawn.

  17. Marital Satisfaction and Sexual Satisfaction in Married Men in Tehran

    OpenAIRE

    Sayed Hadi Sayed Alitabar; Roya Hamidi; Saeid Ghanbari; Ali Zadeh Mohammadi; Mojtaba Habibi Asgarabad

    2016-01-01

    Background and Objective: Premarital sex in big cities like Tehran, has increased significantly and could also have an impact on future relations people after marriage. The main objective of this study was to compare marital satisfaction and sexual satisfaction in married men with and without a history of premarital sex.Materials and Methods: This research was causal-comparative. The population of this study consists of all married men less than 45 years in Tehran. 144 married men in Tehran w...

  18. A CRITICAL ANALYSIS OF PATIENT SATISFACTION WITH DIABETES CARE

    Directory of Open Access Journals (Sweden)

    Cotiu Madalina-Alexandra

    2015-07-01

    Full Text Available Consumer satisfaction represents one of the core principles of marketing as it is acknowledged that organizations survive and prosper only by properly meeting the needs and wants of their customers. The same logic can be applied to the healthcare sector, especially in the current context of increased public scrutiny and funding pressure. Furthermore, research shows that patient satisfaction is linked to positive effects from both a marketing and a medical point of view. From a marketing point of view, patient satisfaction is closely linked to positive word of mouth and likelihood to recommend, while from a medical poinbt of view, research suggests that satisfied patients are more inclined toward treatment adherence, are less likely to seek another opinion elsewhere thus delaying treatment, while medical staff tend to have a higher morale. Yet, research regarding patient satisfaction with a particular illness is scarce with studies rarely building on previous results. The article takes on this challenge and aims to critically analyse several empirical studies conducted on patient satisfaction with diabetes care in order to synthesize results on particular determinants and suggest areas for further research. Diabetes is currently one of the most spread chronic disease around the world, while also affecting both old and younger patients. At the same time, it is a chronic disease characterised by the need for disease management efforts on behalf of the patients as well as high treatment adherence in order to avoid complications. It is also a costly chronic disease especially because of the numerous complications which patients may arrive to face during their struggle with this disease. In order to achieve the aim of this article we have chosen to adopt a marketing approach meaning that we see diabetes patients as clients of the medical institutions. Results show that diabetes particularities call for a broader view on patient satisfaction

  19. Teaching Consumers To Use the Internet To Make Consumer Decisions.

    Science.gov (United States)

    O'Neill, Barbara

    1999-01-01

    An adult-education course familiarized participants with online consumer resources. Beyond teaching the mechanics of Internet use, it showed how to use the Internet as a tool for consumer decision making. (SK)

  20. Credibility and Consumer Behavior of Islamic Bank in Indonesia: A Literature Review

    Directory of Open Access Journals (Sweden)

    Naufal BACHRI

    2016-06-01

    Full Text Available The concept “credibility” has become significant attention from academics and practitioners because it played an important role in creating and maintaining consumer behavior. This study uses twenty- seven references relates to credibility, customer value, satisfaction, and loyalty. Several studies have discussed the relationship between credibility and consumer behavior and also elaborated dimensions of credibility. It also presented the shortcomings of current research and the trends for future study in Islamic banking.

  1. Modelling the Antecedent and Consequence of Consumer Perceived Deception in Loan Services

    OpenAIRE

    Mbawuni Joseph; Simon Gyasi Nimako

    2015-01-01

    This paper assesses the antecedent and consequence of consumer perceived deception (CPD) on consumer trust, satisfaction, attitude recommendation and intentions to acquire future loans from financial service providers. The proposed research model was tested using data from a survey of 371 loan customers of leading financial service providers in Ghana. Data were analysed using SmartPLS 2.0 for Partial Least Squares Structural Equation Modelling. The results show high information quality could ...

  2. HOW EXTERNAL AND MEDIATING FACTORS AFFECT CONSUMER PURCHASING BEHAVIOUR IN ONLINE LUXURY SHOPPING

    OpenAIRE

    Alamoudi, Hawazen

    2016-01-01

    Recently, many studies have detailed how consumer perceptions and experiences affect attitudes and behaviours towards web service quality and e-satisfaction. Controversy arises when it comes to luxury brands. Luxury brands associate themselves with the concept of exclusivity and they position themselves in the market as such. But in online placement, how do they remain exclusive when information is accessible to everyone? Consumers of luxury products and services have varying opinions on the ...

  3. Managing Product Usability: How companies deal with usability in the development of electronic consumer products

    OpenAIRE

    Van Kuijk, J.I.

    2010-01-01

    Problem statement: Even though there is a large amount of methods for user-centred design, the usability of electronic consumer products (e.g., portable music players, washing machines and mobile phones) is under pressure. Usability is the extent to which a product can be used by specified users to achieve specified goals with effectiveness, efficiency and satisfaction in a specified context of use. That the usability of electronic consumer products is under pressure is attributed to an incre...

  4. Consumers' preferences for fresh yam: a focus group study.

    Science.gov (United States)

    Barlagne, Carla; Cornet, Denis; Blazy, Jean-Marc; Diman, Jean-Louis; Ozier-Lafontaine, Harry

    2017-01-01

    In West and Central Africa and in the Caribbean, yam is one of the most important sources of carbohydrates and has a great potential to improve food security. The yam production sector is, however, now challenged by the satisfaction of evolving consumers' preferences. Since little is known about consumers' preferences regarding yams' characteristics, product quality, and the drivers of yam purchase, six focus group discussions were conducted (for a total of 31 participants). Among the purchasing criteria, price was considered more important than the others. It was followed by the external damage, the origin, and the size of the tuber. The most frequently cited consumption criteria were the taste, the texture, and color of flesh after cooking. Taste was considered more important than the other criteria. Three consumers' profiles were established reflecting heterogeneity in preferences, especially as concerns the willingness to pay for yam and consumption habits. They were designated as the Hedonistic, the Thrifty and the Flexible. Our results suggest that innovations can be implemented to sustain and stimulate the development of the yam sector in Guadeloupe. Two main development paths were identified. The first path is the valorization of the great existing diversity of yam varieties and the increase in the level of information for consumers about product attributes such as the cooking mode, the origin, and the mode of production. Building a marketing strategy based on the valorization of this diversity can help maintain and preserve yam's agro-biodiversity and the satisfaction of rapidly evolving consumption habits. The second path is the definition of yam ideotypes that suit consumers' needs. We expect that tailoring the production to consumers' needs will have a positive impact on global food security in the Caribbean region.

  5. Job satisfaction amongst agricultural extension personnel in ...

    African Journals Online (AJOL)

    something about organization and some psychological factors as well as job satisfaction. Job satisfaction broadly is considered to be as attitude of a person reflecting the degree to which his/her important needs are satisfied by this job. To study the job satisfaction level and factors associated with job satisfaction of ...

  6. Intelligence, Education, and Facets of Job Satisfaction.

    Science.gov (United States)

    Ganzach, Yoav

    2003-01-01

    Analysis of two sets of National Longitudinal Survey data found that intelligence had a strong negative effect on intrinsic satisfaction, little effect on pay satisfaction, and positive association with desired job complexity, not expected pay. Education had a strong negative effect on pay satisfaction, little effect on intrinsic satisfaction, and…

  7. Role Conflict and Faculty Life Satisfaction.

    Science.gov (United States)

    Olsen, Deborah; Near, Janet P.

    1994-01-01

    A study of research university faculty in first (n=52) and third (n=47) years of appointment investigated relationships among work and nonwork satisfaction, interdomain conflict, and life satisfaction. Findings indicated that balance and conflict explained variance in life satisfaction beyond that explained by job and nonwork satisfaction. Changes…

  8. The study of life-satisfaction

    NARCIS (Netherlands)

    R. Veenhoven (Ruut)

    1996-01-01

    textabstractABSTRACT This chapter reviews the literature on life satisfaction. Six questions are considered: 1) What is the point of studying life-satisfaction? 2) What is life-satisfaction? 3) Can life-satisfaction be measured? 4) How satisfied are we? 5) What causes us to be satisfied or

  9. Attitudes towards honey among Italian consumers: A choice experiment approach.

    Science.gov (United States)

    Cosmina, Marta; Gallenti, Gianluigi; Marangon, Francesco; Troiano, Stefania

    2016-04-01

    Honey is becoming increasingly popular with consumers for its nutritional benefits as well as many other functions. The objective of this article is to determine which factors influence consumers' purchase intentions and to assess the importance of certain honey characteristics to enable identification of the constituents of an ideal honey profile. This information will lead to satisfaction of consumers' preferences and formulation of marketing strategies that support honey makers. We applied a choice experiment to the Italian honey market to define the preferences and the willingness to pay for key characteristics of the product. A face-to-face questionnaire survey was conducted in 2014 (January-July) among Italian consumers; it was completed by 427 respondents. A latent class model was estimated and four classes were identified, with different preferences, illustrating that respondents seem to be heterogeneous honey consumers. Results suggest the "organic" attribute was more important than others factors, such as the place where the honey was produced (landscape), but less important than the country of origin; local Italian honey was preferred to foreign honey. Respondents showed a higher willingness to pay (WTP) for honey from their country of origin versus the production method used. Our results suggest that while organic beekeeping might be an important strategy for diversification, if suitable communication is not taken into consideration, the added value of the production method might not be perceived by consumers. Copyright © 2015 Elsevier Ltd. All rights reserved.

  10. The impact of the credit legislation on consumers

    Directory of Open Access Journals (Sweden)

    Hlako Choma

    2016-12-01

    Full Text Available The purpose of this paper is to examine two South Africa legislations dealing with over indebtedness of a consumer. It is clear that in terms of the South African law, section 129 (1 and 130 (3 of the National Credit Act provide that a creditor provider who wishes to enforce a debt under a credit agreement must first issue a section 129 (1 (a notice to the consumer (the purpose of the notice is to notify the consumer of his/her arrears. On the other hand, the South African National Credit Act encourages the consumers to fulfil the financial obligations for which they are responsible. The second legislation to be examined which serve or appear to serve same purpose as the National Credit Act is the Insolvency Act. It therefore, postulated that the compulsory sequestration of a consumer in terms of the Insolvency Act would stand as an alternative remedy for a credit provider before she/he can have recourse mechanisms, such as debt review that are focused on satisfaction of the consumer’s financial obligation , in terms of the provisions of the National Credit Act. The paper determines to what extend these measures comply with the constitutional consumer protection demands. The legislature had been pertinently cognizant of the Insolvency Act when it lately enacted the National Credit Act. This is much apparent from the express amendment of section 84 of the Insolvency Act to the extent set out in schedule 2 of the National Credit Act

  11. TRANSFORMATION OF CONSUMER PRACTICES: NEW SCRIPTS OF CONSUMER BEHAVIOR AND METHODS FOR ORGANIZING TRADE SPACES

    Directory of Open Access Journals (Sweden)

    A. V. Markeeva

    2017-01-01

    Full Text Available T his article deals with transformation of consumer practices, which become (and maybe have already turned into the dominated form of social behavior and cannot be described within the model of purposeful-rational action. Utilizing the analytical distinction between “doing shopping” as routine practice, related to satisfaction of basic needs, and “going shopping” as pleasure and leasuretime social activity, this article demonstrates series of changes, resulting in generation of new consumer culture. These changes are compared with a range of transfigurations of the consumers’ spaces (trade spaces, which are at once places (scenes, where consumer practices deploy, and the structural condition of their possibility. According to the logic of the modern man, his focus on fast and diverse consumption and his desire of consuming everything in one place, “in one bottle” on the run, the shopping spaces are becoming the center of new industries-cultural, educational, recreational. The modern retail spaces become not only a place of shopping, but also closely incorporate into the social life of the community and turn into the centers of social life. Effectively combining and managing the various scenarios of consumption, the modern retail helps to feel and join the happiness of live communication in the overbounded with the online social contacts, but atomized world, to get rid of the feeling of emotional emptiness. Special design of retail space and the integration of various social technologies, which are created for manipulating the emotional sphere of the customers (non-standard architectural solutions, catchy window dressing, interior design, background music, aromamarketing, psychologically adjusted range of color, taste and tactile solutions create a special entertainment and attraction of space, control the consumer and are ready not only to stimulate the purchase, but to form an unforgettable impressions. P roducers and retailers

  12. Treatment Satisfaction in Multiple Sclerosis

    OpenAIRE

    Glanz, Bonnie I.; Musallam, Alexander; Rintell, David J.; Chitnis, Tanuja; Weiner, Howard L.; Healy, Brian C.

    2014-01-01

    Background: Disease-modifying therapies (DMTs) for the treatment of multiple sclerosis (MS) are associated with inconvenient methods of administration, significant side effects, and low adherence rates. This study was undertaken to compare treatment satisfaction in MS patients treated with interferon beta-1a intramuscular (IFNβ-1a IM), interferon beta-1a subcutaneous (IFNβ-1a SC), glatiramer acetate (GA), and natalizumab (NTZ), and to examine the associations between treatment satisfaction ra...

  13. Motivators of teacher job satisfaction

    OpenAIRE

    Juozaitienė, Agnė; Simonaitienė, Berita

    2011-01-01

    Article is seeking to answer these questions: what factors function as motivators and enhance teacher job satisfaction and which of the motivators are manifested at school? These questions are significant from a theoretical as well as practical point of view. The research problem addressed in the article encompasses three fields and is revealed in three parts of the article. The first part analyzes the notion of teacher job satisfaction and influencing factors. The second part is dedicated to...

  14. [Food satisfaction in Mapuche persons in the Metropolitan Region of Santiago, Chile].

    Science.gov (United States)

    Schnettler, Berta; Miranda, Horacio; Sepúlveda, José; Denegri, Marianela; Mora, Marcos; Lobos, Germán

    2011-06-01

    Although the study and measurement of satisfaction with life has generated great interest in the last 15 years, there are few works which address satisfaction with food-related life. In order to identify variables which have an influence on satisfaction with food-related life among Mapuche persons, a survey was applied to 400 Mapuche subjects in the Santiago Metropolitan Region, Chile. The scales evaluated in the questionnaire included: SWFL (Satisfaction with Food-related Life), lifestyles, food, and Mapuche acculturation. It was found that 41.0% were extremely satisfied, 40.5% satisfied, 17.2% somewhat satisfied and 1.2% dissatisfied with their food-related life. To identify variables which have an influence on satisfaction with food, an ordinal multinomial logit model was proposed, which was significant (p Mapuche foods, is aged 55 or more, consumes red meat in moderation, consumes foods without additives, try to balance work and private life, does not read the labels of products, and if he/she had Mapuche friends at school. Thus satisfaction with food-related life in Mapuche persons in the Metropolitan Region is related to demographic variables, expenditure on food, consumption of Mapuche foods and life-style.

  15. Nurse Leadership Style, Nurse Satisfaction, and Patient Satisfaction: A Systematic Review.

    Science.gov (United States)

    McCay, Rebecca; Lyles, Annmarie A; Larkey, Linda

    2017-12-20

    The purpose of this systematic review was to synthesize current evidence on nursing leadership styles, nurse satisfaction, and patient satisfaction. Results suggest that relational leadership traits contribute to greater nurse satisfaction whereas task-oriented styles may decrease nurse satisfaction. Minimal information for the connection between nursing leadership and patient satisfaction was found.

  16. Patient Satisfaction at America’s Lowest Performing Hospitals

    Science.gov (United States)

    Girotra, Saket; Cram, Peter; Popescu, Ioana

    2012-01-01

    BACKGROUND Previous studies have identified hospitals with poor performance on cardiac process measures. How these hospitals fare in other domains such as patient satisfaction remains unknown. METHODS We used Hospital Compare data to identify hospitals that reported acute myocardial infarction (AMI) and heart failure (HF) process measures for 2006–2008 and calculated respective composite performance scores. Using these scores, we classified hospitals as low-performing (bottom decile for all three years), top-performing (top decile for all three years), and intermediate (all others). We used Hospital Consumer Assessment of Healthcare Providers and Systems 2008 data to compare overall satisfaction between low, intermediate, and top-performing hospitals. RESULTS Low-performing hospitals had fewer beds, fewer nurses per-patient, and were more likely rural, safety-net hospitals located in the South, compared to intermediate and top-performing hospitals (Ppatient satisfaction (kappa statisticpatient satisfaction on average suggesting that these hospitals have overall poor quality of care. However, there is discordance between the two measures in profiling hospital quality. PMID:22496113

  17. Patient satisfaction with a hospital-based neuropsychology service.

    Science.gov (United States)

    Foran, Amie; Millar, Elisa; Dorstyn, Diana

    2016-09-01

    Objective The aim of the present study was to develop and pilot a measure of patient satisfaction that encompasses themes, activities, settings and interactions specific to the neuropsychological assessment process. Methods A focus group of out-patients (n=15) was surveyed to identify the factors commonly associated with a satisfactory neuropsychological experience. Responses informed a purposely designed 14-item patient satisfaction scale (α=0.88) that was completed by 66 hospital out-patients with mild to moderate cognitive impairment. Results Satisfaction with the neuropsychological assessment process was generally reported, with the testing phase (85%) rated significantly more favourably than the pre-assessment (79%) and feedback (70%) phases. Commentaries provided by 32 respondents identified interpersonal facilitators to a satisfactory neuropsychological assessment experience, but also dissatisfaction with physical aspects of the testing environment in addition to service availability. Conclusions The patient satisfaction scale can be used as a quality assurance tool to evaluate neuropsychological service delivery. Large-scale research is needed to confirm the scale's psychometric properties. Further research may also include a broader perspective on the consumers' experience of neuropsychological services.

  18. Beef customer satisfaction: cooking method and degree of doneness effects on the top round steak.

    Science.gov (United States)

    Neely, T R; Lorenzen, C L; Miller, R K; Tatum, J D; Wise, J W; Taylor, J F; Buyck, M J; Reagan, J O; Savell, J W

    1999-03-01

    The objective of this research was to evaluate the consumer-controlled factors of cooking method and degree of doneness on Top Choice, Low Choice, High Select, and Low Select top round steaks. The in-home product test was conducted in Chicago, Houston, Philadelphia, and San Francisco. Consumers (n = 2,212) evaluated each top round steak for overall like (OLIKE), tenderness (TEND), juiciness (JUIC), flavor desirability (DFLAV), and flavor intensity (IFLAV) using 23-point hedonic scales. Stir-frying, braising, and simmering and stewing consistently produced higher consumer attribute ratings. There were clear OLIKE rating differences (P = .0001) for top round steaks among the four cities. The highest ratings were given by consumers in Houston, and the lowest ratings were given by consumers in Philadelphia (P Customer satisfaction with the top round steak is very dependent on how it is cooked and by whom it is consumed.

  19. Phytotherapic compounds: the consumer-pharmacist relationship.

    Science.gov (United States)

    Bacchini, Marco; Cuzzolin, Laura; Camerlengo, Thomas; Velo, Giampaolo; Benoni, Giuseppina

    2008-01-01

    Pharmacists play an important role in providing information about natural products and in preventing risks related to these substances, particularly with respect to interactions with conventional drugs. For these reasons, a survey was specifically designed to investigate the quality of self-care counselling by pharmacists on phytotherapy. Twenty-three pharmacy stores took part in the project. Face-to-face interviews, using a pre-structured questionnaire, were undertaken by trained pharmacists to consumers buying a herbal product. The questionnaire included socio-demographic data and 17 items designed to elicit information regarding the reason of consumption, product knowledge, relationship/communication with healthcare providers, level of satisfaction, concurrent drug use and adverse reactions. The collection of interviews started in November 2006 until April 2007. From the analysis of 1420 questionnaires, it is evident that herbal use is increasing in Italy: 12% of our interviewees were buying a herbal product for the first time. The present survey highlights the favourable perception of efficacy of phytotherapic compounds by the pharmacy's consumers, who consider this healthcare modality to be an important and effective way to promote health/wellness and disease management as well as being safer overall than conventional drugs. Moreover, findings from this study demonstrate that pharmacists are more likely to answer correctly about the uses of herbal medicines than about drug interactions, adverse drug effects and cautions about these products.

  20. Consuming the Fashion Tattoo

    DEFF Research Database (Denmark)

    Kjeldgaard, Dannie; Bengtsson, Anders

    2005-01-01

    From being considered a marginal and sometimes deviant behavior, the consumption of tattoos has become a mass consumer phenomenon. As tattoos have gained in popularity, it can be expected that the reasons for why people get tattoos have shifted as well. This paper explores consumers’ motivations...... for getting a fashion tattoo and the meaning associated with its consumption. Through phenomenological interviews with fashion tattooees, the themes 'art/fashion’, 'personalization and biographing’, 'contextual representation of self’, and 'meanings?’ are related to existing consumption theory....

  1. Consumer's Guide to Radon Reduction

    Science.gov (United States)

    ... Labs and Research Centers Radon Contact Us Share Consumer's Guide to Radon Reduction: How to Fix Your ... See EPA’s About PDF page to learn more. Consumer's Guide to Radon Reduction: How to Fix Your ...

  2. Consumer networks and firm reputation

    DEFF Research Database (Denmark)

    Tyran, Jean-Robert; Huck, Steffen; Lünser, Gabriele K.

    2010-01-01

    We examine the role of consumer networks in markets that suffer from moral hazard. Consumers exchange information with neighbors about past experiences with different sellers. Networks foster incentives for reputation building and enhance trust and efficiency in markets....

  3. Gloves-off Consumer Economics.

    Science.gov (United States)

    McGowan, Daniel A.

    1992-01-01

    The evolution of the consumer economics course at Hobart and William Smith College demonstrates its mainstreaming in the liberal arts curriculum. The course uses principles of economics to address broad and often controversial consumer issues. (SK)

  4. Nurse Burnout and Patient Satisfaction

    Science.gov (United States)

    Vahey, Doris C.; Aiken, Linda H.; Sloane, Douglas M.; Clarke, Sean P.; Vargas, Delfino

    2010-01-01

    Background Amid a national nurse shortage, there is growing concern that high levels of nurse burnout could adversely affect patient outcomes. Objectives This study examines the effect of the nurse work environment on nurse burnout, and the effects of the nurse work environment and nurse burnout on patients' satisfaction with their nursing care. Research Design/Subjects We conducted cross-sectional surveys of nurses (N = 820) and patients (N = 621) from 40 units in 20 urban hospitals across the United States. Measures Nurse surveys included measures of nurses' practice environments derived from the revised Nursing Work Index (NWI-R) and nurse outcomes measured by the Maslach Burnout Inventory (MBI) and intentions to leave. Patients were interviewed about their satisfaction with nursing care using the La Monica-Oberst Patient Satisfaction Scale (LOPSS). Results Patients cared for on units that nurses characterized as having adequate staff, good administrative support for nursing care, and good relations between doctors and nurses were more than twice likely as other patients to report high satisfaction with their care, and their nurses reported significantly lower burnout. The overall level of nurse burnout on hospital units also affected patient satisfaction. Conclusions Improvements in nurses' work environments in hospitals have the potential to simultaneously reduce nurses' high levels of job burnout and risk of turnover and increase patients' satisfaction with their care. PMID:14734943

  5. Angler satisfaction in South Dakota

    Science.gov (United States)

    Henderson, Kjetil R.; Gigliotti, Larry M.

    2015-01-01

    Many industries use satisfaction measures to evaluate performance. The South Dakota Department of Game, Fish and Parks identified satisfaction as one of their performance measures for evaluating fishing in South Dakota. In fisheries management, the perspectives’ of license buyers are valuable to determine if management activities are providing the benefits anticipated by biologists. Surveys of South Dakota anglers are conducted to better understand licensees in order to promote satisfying angling experiences. Internet surveys were distributed to all license buyers providing email addresses in 2011 and 2012. Angler satisfaction was analyzed by angler type (demographics and fishing characteristics) to further clarify performance measures. Most anglers (> 70%) were satisfied with their angling experiences. Nonresidents expressed higher levels of satisfaction with fishing in South Dakota in 2011 and 2012 than residents. Anglers’ rating of fishing quality was more strongly correlated with satisfaction than their reported number of fish harvested, which suggests that strategies to influence angler perceptions and expectations can also be employed to influence satisfaction (in addition to techniques influencing fish populations). This research further integrates sociological data into South Dakota fisheries management processes.

  6. Job satisfaction, work ability and life satisfaction among Finnish anaesthesiologists.

    Science.gov (United States)

    Lindfors, P M; Meretoja, O A; Töyry, S M; Luukkonen, R A; Elovainio, M J; Leino, T J

    2007-08-01

    Organizational changes and relative growth of the ageing population together with related health problems seem to have increased stressfulness in the work of anaesthesiologists. However, little is known about their work-related well-being and the factors through which their situation could be improved. A cross-sectional questionnaire study of the level and the determinants of job satisfaction, work ability and life satisfaction among female and male anaesthesiologists involved 258 Finnish anaesthesiologists working full time (53% men). The respondents had fairly high job satisfaction, work ability and life satisfaction. No gender differences appeared in these well-being indicators, but their determinants differed by gender. Job satisfaction was only associated with work-related factors in both genders: with job control in women and with job control and organizational justice in men. Work ability correlated with job control and health in both genders and with family life in women. Life satisfaction correlated with individual- and family related factors such as social support and family problems in both genders. Life satisfaction correlated with physical workload in men and health in women. Women had less job control, fewer permanent job contracts and more domestic workload than men. Job control and organizational justice were the most important determinants in work-related well-being. Work-related factors were slightly more important correlates of well-being in males, and family life seems to play a larger role in the well-being of female anaesthesiologists. Organizational and gender issues need to be addressed in order to maintain a high level of well-being among anaesthesiologists.

  7. HMOs outscore both PPOs, traditional indemnity plans in degree of customer satisfaction.

    Science.gov (United States)

    Jensen, J

    1992-12-14

    A higher percentage of participants in health maintenance organizations say they are satisfied with their health plans than are those who have traditional indemnity plans or are enrolled in preferred provider organizations. The results, derived from a new study of consumer satisfaction, also show that 85% of Americans who have health insurance coverage say they are satisfied with those plans.

  8. Determination of Customer Satisfaction by Staff Demographic Properties: A Research in Recreation Sports Business

    Science.gov (United States)

    Korkutata, Abdulmenaf

    2017-01-01

    Sport managements supply consumers with services in a number of sport branches. In the same breath sport managements (facilities) should provide customer satisfaction due to the intuition of "client centered and service providing corporations." In this regard, the purpose of the researcher is to analyze whether the pleasure of clients…

  9. Business Students' Perceptions, Attitudes, and Satisfaction with Interactive Technology: An Exploratory Study

    Science.gov (United States)

    Eastman, Jacqueline Kilsheimer; Iyer, Rajesh; Eastman, Kevin L.

    2011-01-01

    The authors modeled the relationships between students' perceptions of interactive technology in terms of whether it helps them pay more attention and be better prepared in a Consumer Behavior course and their attitude toward and satisfaction with it. The results suggest that students who feel they pay more attention due to the use of Interactive…

  10. The moderating role of shopping trip type in store satisfaction formation

    NARCIS (Netherlands)

    Hunneman, Auke; Verhoef, Pieter; Sloot, Laurentius

    Consumers may weigh store attributes differently depending on the type of shopping trip. For example, fill-in shoppers likely value convenience, due to the ad-hoc nature and urgency of such trips. However, no study has yet explored the effects of shopping trip types on satisfaction formation. This

  11. Evaluation of patients' satisfaction with quality of care provided at the ...

    African Journals Online (AJOL)

    2012-02-02

    Feb 2, 2012 ... Objective: This study was aimed at evaluating patients' satisfaction with quality of care provided at the National Health. Insurance Scheme .... patient values and preferences. Several ... and patient centered,[8] and that the health consumer's .... socio-demographic factors[13] influence the perceived quality.

  12. The relation between attitudes toward functional foods and satisfaction with food-related life

    DEFF Research Database (Denmark)

    Schnettler, Berta; Adasme-Berríos, Cristian; Grunert, Klaus G

    2016-01-01

    Purpose The purpose of this paper is to assess the effect of attitudes towards functional foods (AFF) on university students’ satisfaction with food-related life (SWFL) and to distinguish student typologies, considering that the AFF are not homogeneous among consumers. Design/methodology/approach...

  13. Employee and customer satisfaction in healthcare.

    Science.gov (United States)

    Jackson, Todd; Wood, Ben D

    2010-01-01

    There were multiple factors identified in a literature review that have a relationship to customer satisfaction, customer loyalty, employee satisfaction, and links between employee and customer satisfaction. Some of the factors identified were communication, wait times, perceived value, trust, dissatisfaction with management, changes in the workplace, vision,and fun at work. Managers must identify these topics to ensure customer satisfaction, customer loyalty,and employee satisfaction which will ultimately have a positive impact on their organizations.

  14. Job satisfaction at Company Teija Jousi Viikarit

    OpenAIRE

    Grönlund, Mirka

    2011-01-01

    The objective of this study is to find out the level of job satisfaction in Company Teija Jousi Viikarit. One intention is to find out what the factors affecting employees’ job satisfaction are and how to increase the job satisfaction within these fields. Another intention is to provide for the case company a complete job satisfaction survey package, which they can use continuously to keep their employee satisfaction as high as possible. The theoretical framework was based on the factors of j...

  15. The Differential Effects of Mindfulness and Distraction on Affect and Body Satisfaction Following Food Consumption

    Directory of Open Access Journals (Sweden)

    Alice Tsai

    2017-09-01

    Full Text Available This study investigated whether engaging in mindfulness following food consumption produced changes in affect and body satisfaction, as compared to a control distraction task. The moderating effects of eating pathology and neuroticism were also examined. A total of 110 female university students consumed food and water before engaging in either a mindfulness induction or a control distraction task. Participants completed trait measures of eating pathology and neuroticism at baseline, and measures of state affect and body satisfaction before and after food consumption, and after the induction. Results revealed that consuming food and water reduced positive affect. Unexpectedly, both the mindfulness group and distraction control group experienced similar improvements in negative affect and body satisfaction following the induction. Eating pathology and neuroticism did not moderate the observed changes. These findings suggest that both mindfulness and distraction may contribute to the effectiveness of treatments for disordered eating that incorporate both of these techniques, such as Dialectical Behavior Therapy.

  16. The Differential Effects of Mindfulness and Distraction on Affect and Body Satisfaction Following Food Consumption.

    Science.gov (United States)

    Tsai, Alice; Hughes, Elizabeth K; Fuller-Tyszkiewicz, Matthew; Buck, Kimberly; Krug, Isabel

    2017-01-01

    This study investigated whether engaging in mindfulness following food consumption produced changes in affect and body satisfaction, as compared to a control distraction task. The moderating effects of eating pathology and neuroticism were also examined. A total of 110 female university students consumed food and water before engaging in either a mindfulness induction or a control distraction task. Participants completed trait measures of eating pathology and neuroticism at baseline, and measures of state affect and body satisfaction before and after food consumption, and after the induction. Results revealed that consuming food and water reduced positive affect. Unexpectedly, both the mindfulness group and distraction control group experienced similar improvements in negative affect and body satisfaction following the induction. Eating pathology and neuroticism did not moderate the observed changes. These findings suggest that both mindfulness and distraction may contribute to the effectiveness of treatments for disordered eating that incorporate both of these techniques, such as Dialectical Behavior Therapy.

  17. BEHAVIOR ANALYSIS OF CONSUMER COMPLAINT

    Directory of Open Access Journals (Sweden)

    Andrie Prasetyo

    2016-05-01

    Full Text Available Complaining is one form of communication for consumers to express their dissatisfaction. Understanding the consumer complaint behavior is an important thing for businesses; however, it is not easy to do. The initial step in understanding this behavior of consumer complaints is to map consumers based on their behavior of complaints and analyze the factors that influence this. This study examines the complaint behavior of consumers in Cibubur who have experienced dissatisfaction with a product.  The objectives of this study are to map the consumer complaint behavior and identify its relationship with various factors such as consumer demographics, personality, attitude to businesses, attribution of the causes of dissatisfaction, and product attributes. A crosstab descriptive analysis method was used to map the consumers, while the Pearson correlation analysis methods was used to analyze consumer complaint behavioral relationships with various factors. The results of this study indicated that consumers in Cibubur based on their complaint behavior are classified into four groups: passive, voicers, irates and activist. The passive consumers dominate the category with a percentage of 49%.  The voicers, irates, and activist belong to the complaining type and are dominated by young women, with high levels of education and income. Keywords: consumer complaint behavior, product, crosstab, pearson correlation

  18. Consumer Acceptance of Novel Foods

    NARCIS (Netherlands)

    Fischer, A.R.H.; Reinders, M.J.

    2016-01-01

    The success of novel foods depends to a considerable extent on whether consumers accept those innovations. This chapter provides an overview of current knowledge relevant to consumer acceptance of innovations in food. A broad range of theories and approaches to assess consumer response to

  19. Invitation to Consumer Behavior Analysis

    Science.gov (United States)

    Foxall, Gordon R.

    2010-01-01

    This article presents an introduction to consumer behavior analysis by describing the Behavioral Perspective Model of consumer choice and showing how research has, first, confirmed this framework and, second, opened up behavior analysis and behavioral economics to the study of consumer behavior in natural settings. It concludes with a discussion…

  20. 75 FR 78632 - Consumer Leasing

    Science.gov (United States)

    2010-12-16

    ... The new threshold for exempt consumer leases in the CLA goes into effect on July 21, 2011. Accordingly... and 213.4) and when the availability of consumer leases on particular terms is advertised (Sec. 213.7... regulation also contain rules about advertising consumer leases. The information collection pursuant to...

  1. Consumer Driven Computer Game Design

    OpenAIRE

    Trappey, Charles

    2005-01-01

    The Critical Incident Techniques (CIT) is widely used to study customer satisfaction and dissatisfaction in the service industry. CIT provides questionnaire respondents with an open format to describe in their own words incidents that create lasting impressions. The purpose of this research is to develop a methodology for computer game design with the goal and intent of creating games that increase the consumer’s satisfaction through play. Too often game designers, either with or without inte...

  2. Tomato quality: from the field to the consumer : interactions between genotype, cultivation and postharvest conditions

    NARCIS (Netherlands)

    Farneti, B.

    2014-01-01

    The preservation of product quality in the marketing chain is of great importance for the final financial result of all stakeholders and consumer satisfaction. Improve product quality management requires an understanding of the various aspects of product and requires the availability of

  3. The Effect of Lifestyle, Perception, Satisfaction, and Preference on The Online Re-purchase Intention

    Directory of Open Access Journals (Sweden)

    Winda Victoria Pebriani

    2018-06-01

    Full Text Available The objective of this research was to analyze the effect of lifestyle, perception, satisfaction, and preference on the online re-purchase intention. The data are collected from 218 women consumers who have bought Muslim clothing through e-commerce (Hijup and social network (Instagram at least two times in the last three months. The data are analyzed using t-test and Structural Equation Modelling (SEM. The result of this research indicates that lifestyle has a significant effect on perception, perception has an effect on satisfaction, satisfaction has an effect on preference, and preference has an effect on re-purchase intention. Meanwhile, satisfaction has no significant effect on re-purchase intention in both models.

  4. Senzorial Marketing – Means of Evaluating Customer’s Satisfaction on Balnear Tourism

    Directory of Open Access Journals (Sweden)

    Nicolae Alexandru Pop

    2008-05-01

    Full Text Available In the course of time customers’ satisfaction raised many disputes and can be defined by various authors as a “generalized attitude, based on a cognitive comparison and an affective component” (Homburg, Stock, 2001. One of the requests of the studies regarding satisfaction is the multiattributive measuring (multi-dimensional. In the field of balneal medicine the need of standard evaluation of satisfaction appeared when the consumer became stricter and stricter, this leading to reorientation and adaptation to customers’ demands up to outrunning the customers’ expectations. Using marketing research and its specific instruments of satisfaction measurement, the experience of a customer regarding certain product usage, decomposed into dimensions or attributes, leads to permanent distinguishing of elements that draw him closer to/disturb the customer, in his role of conscious or unconscious observer.

  5. Justification of marketing technologies choice for formation of favorable image of the territory with the interests of consumers (on the example of Primorsky Krai

    Directory of Open Access Journals (Sweden)

    Bacherikova M. L.

    2018-05-01

    Full Text Available the article presents the rationale for marketing technologies choice to create a favorable image of the territory, taking into account the interests of consumers. Evaluation of marketing technologies influence on consumer behavior was carried out on the basis of correlation-regression analysis of indicators of perceived intensity of using specific marketing tools and technologies, and indicators characterizing territorial image, territorial product quality, resident consumers' satisfaction with territorial product, territorial product attractiveness for non-resident consumers, and consumers' loyalty to the territory. At each stage of favorable territorial image forming process based on marketing technologies, some marketing tools and technologies may be planned together for some consumer groups. The study revealed the possibility of involving consumers in the joint creation of value and formation of a favorable territorial image, which in turn will help to prevent and resolve conflicts of their interests, increase their satisfaction with the territorial product and their loyalty to the territory.

  6. Customer satisfaction from private utility companies: An explanatory study

    Directory of Open Access Journals (Sweden)

    Eleni-Plousia Kosteroglou

    2016-12-01

    Full Text Available Purpose – The present study examines the factors that have an impact on "customer satisfaction" in the context of private utility companies. The main purpose of the study is accomplished through the development and the empirical testing of a conceptual frame-work (research model. The proposed framework includes six dimensions (research factors: (a tangibles, (b reliability, (c responsiveness, (d assurance, (e empathy, and (f customer satisfaction. Design/methodology/approach – The present study adopted the SERVQUAL approach (model, only after analytically testing its suitability for use within the investigated area. In that direction, the focus group methodology was used. Finally, the proposed con-ceptual framework was tested on a random sample of gas consumers residing in the area of Thessaloniki, Greece. The final sample consisted of 437 adult consumers. The reliability and the validity of the questionnaire were thoroughly examined. Empirical data were analysed using the “Structural Equation Modelling” (SEM technique. The present study is empirical, explanatory, deductive and, mainly, quantitative. Findings – Empirical results indicate that "reliability" has the highest impact on "customer satisfaction", while "empathy" has no impact at all. More specifically, the impact of "reliability" on "customer satisfaction" is indirect, mediated through three other di-mensions of the conceptual framework (namely, "tangibles", "responsiveness" and "empathy". Research limitations/implications – A limitation stemming from the implemented methodology is the use of self-reported scales for the measurement of the six research factors. Moreover, the paper lacks a longitudinal approach. Finally, the empirical research (survey is focused on one organisation and, therefore, offers relatively limited generalizability. Originality/value – Very few studies have utilised the SERVQUAL approach in the context of an explanatory research. This approach

  7. Questionnaire survey of customer satisfaction for product categories towards certification of ergonomic quality in design.

    Science.gov (United States)

    Mochimaru, Masaaki; Takahashi, Miwako; Hatakenaka, Nobuko; Horiuchi, Hitoshi

    2012-01-01

    Customer satisfaction was surveyed for 6 product categories (consumer electronics, daily commodities, home equipment, information systems, cars, and health appliances) by questionnaires based on the Analytic Hierarchy Process. Analyzing weight of evaluation factors, the 6 product categories were reorganized into 4 categories, those were related to 4 aspects in daily living that formed by two axes: home living - mobility life and healthy life - active communication. It was found that consumers were attracted by the actual user test by public institutes for all product categories. The certification based on the design process standard established by authorities, such as EQUID was the second best attractor for consumers.

  8. Food quality and the consumers

    DEFF Research Database (Denmark)

    Lassen, Jesper

    1993-01-01

    Executive Summary: 1. Consumers and professionals in the food sector will differ in the way they view food quality. Professionals have knowledge and resources to establish quality based on objective criteria. Consumers lack both, and they are typically concerned with many different products...... resources, of means of transportation, of time, of knowledge. Consumers' shopping behaviour is therefore an imperfect indicator of the quality consumers want, insufficient way of communicating consumer wishes to the food sector. 3. The fact that the food producer may be separated from the consumer...... certain attributes of food products or materials which may contradict consumer intentions. Economic pressure to reduce costs may lead to deteriorating quality. 5. While the information supplied by the market may be enough to give feed back on products launched based on the trial-and-error method...

  9. Consumer perception of bread quality.

    Science.gov (United States)

    Gellynck, Xavier; Kühne, Bianka; Van Bockstaele, Filip; Van de Walle, Davy; Dewettinck, Koen

    2009-08-01

    Bread contains a wide range of important nutritional components which provide a positive effect on human health. However, the consumption of bread is declining during the last decades. This is due to factors such as changing eating patterns and an increasing choice of substitutes like breakfast cereals and fast foods. The aim of this study is to investigate consumer's quality perception of bread towards sensory, health and nutrition attributes. Four consumer segments are identified based on these attributes. The different consumer segments comprise consumers being positive to all three quality aspects of bread ("enthusiastic") as wells as consumers perceiving bread strongly as "tasteless", "non-nutritious" or "unhealthy". Moreover, factors are identified which influence the consumers' quality perception of bread. The results of our study may help health professionals and policy makers to systematically inform consumers about the positive effects of bread based on its components. Furthermore, firms can use the results to build up tailor-made marketing strategies.

  10. Does mental illness affect consumer direction of community-based care? Lessons from the Arkansas Cash and Counseling program.

    Science.gov (United States)

    Shen, Ce; Smyer, Michael A; Mahoney, Kevin J; Loughlin, Dawn M; Simon-Rusinowitz, Lori; Mahoney, Ellen K

    2008-02-01

    Previous research from the Cash and Counseling Demonstration and Evaluation (CCDE) in Arkansas, New Jersey, and Florida suggests that giving consumers control over their personal care greatly increases their satisfaction and improves their outlook on life. Still, some argue that consumer-directed care may not be appropriate for consumers with intellectual disabilities or mental health diagnoses. This study examined how Cash and Counseling-a new option allowing consumers to manage an individualized budget equivalent to what agencies would have spent on their care-changes the way consumers with mental health diagnoses meet their personal care needs and how that affects their well-being. Using the Arkansas CCDE baseline and the 9-month follow-up data for individuals in the treatment and control groups, we compared and contrasted the experience of elderly consumers with and without mental health diagnoses utilizing logit regression. After examining several outcome measures, including satisfaction with care arrangements and the paid caregiver's reliability and schedule, unmet needs, and satisfaction with the relationship with paid caregivers, this study found evidence that, from the perspective of consumers, the Cash and Counseling program works well for participants with mental health diagnoses. Considering the growing need for long-term-care services and the limited resources available, a consumer-directed option makes sense, and it can be a valuable alternative for persons with mental health needs.

  11. Is the job satisfaction of primary care team members associated with patient satisfaction?

    OpenAIRE

    Szecsenyi, Joachim; Goetz, Katja; Campbell, Stephen; Broge, Bjoern; Reuschenbach, Bernd; Wensing, Michel

    2011-01-01

    Background Previous research has shown a correlation between physician job satisfaction and patient satisfaction with quality of care, but the connection between job satisfaction of other primary care team members and patient satisfaction is yet unclear. Objective To evaluate whether there is an association between patient satisfaction and job satisfaction of the members of patient care teams. Design The study was based on data from the European Practice Assessment and used an observational d...

  12. Globalization of consumer confidence

    Directory of Open Access Journals (Sweden)

    Çelik Sadullah

    2017-01-01

    Full Text Available The globalization of world economies and the importance of nowcasting analysis have been at the core of the recent literature. Nevertheless, these two strands of research are hardly coupled. This study aims to fill this gap through examining the globalization of the consumer confidence index (CCI by applying conventional and unconventional econometric methods. The US CCI is used as the benchmark in tests of comovement among the CCIs of several developing and developed countries, with the data sets divided into three sub-periods: global liquidity abundance, the Great Recession, and postcrisis. The existence and/or degree of globalization of the CCIs vary according to the period, whereas globalization in the form of coherence and similar paths is observed only during the Great Recession and, surprisingly, stronger in developing/emerging countries.

  13. Radioactivity of Consumer Products

    Science.gov (United States)

    Peterson, David; Jokisch, Derek; Fulmer, Philip

    2006-11-01

    A variety of consumer products and household items contain varying amounts of radioactivity. Examples of these items include: FiestaWare and similar glazed china, salt substitute, bananas, brazil nuts, lantern mantles, smoke detectors and depression glass. Many of these items contain natural sources of radioactivity such as Uranium, Thorium, Radium and Potassium. A few contain man-made sources like Americium. This presentation will detail the sources and relative radioactivity of these items (including demonstrations). Further, measurements of the isotopic ratios of Uranium-235 and Uranium-238 in several pieces of china will be compared to historical uses of natural and depleted Uranium. Finally, the presenters will discuss radiation safety as it pertains to the use of these items.

  14. Consumer Protection in Cyberspace

    Directory of Open Access Journals (Sweden)

    Oscar H. Gandy, Jr.

    2011-06-01

    Full Text Available This critical essay introduces the problem of discrimination enabled through the use of transaction-generated-information derived from the analysis of user behaviors within the network environment. The essay begins by describing how segments of the population that are already vulnerable become further victimized through the strategic use of discriminatory algorithms in support of identification, classification, segmentation, and targeting. In response, it evaluates a set of policy options that might be used to limit the harm and compensate the victims of these inherently dangerous technologies. Traditional approaches that stress the protection of privacy through restrictions on the collection and use of personal information are compared with alternatives based on individual and class actions under tort law, as well as more traditional regulatory approaches developed in the area of consumer products safety and environmental regulation.

  15. An opportunity for HMOs to use marketing to increase enrollee satisfaction.

    Science.gov (United States)

    Dwore, R B; Murray, B P; Parsons, R P; Gustafson, G

    2001-01-01

    To identify the combination of marketing components (i.e., service, price, access, and promotion) of commercial health maintenance organizations (HMOs) that are related to overall enrollee satisfaction. The researchers focus on factors that commercial HMOs control directly--specifically, health care organization and financing. Descriptive (mail order). This study uses national data provided by a major health benefits consulting firm, which collected data from a 1997 calendar year mail survey of HMO administrators. The administrators responded to an extensive survey, which tapped selected HMO marketing-mix components and the percentage of surveyed members who indicated satisfaction with their HMOs. To test hypotheses, researchers treated marketing-mix components as independent variables and enrollee satisfaction as the dependent variable. This study found statistically significant relationships between overall satisfaction and HMO providers' quality; access, particularly to specialists and out-of-network providers; waiting times for physician services; customer service; and disease prevention/health promotion programs. The researchers did not find significant relationships between overall satisfaction and accreditation by the National Committee for Quality Assurance (NCQA), the presence of physician gatekeepers, numbers of providers, or financial indicators. The relationship between overall satisfaction and utilization was mixed. This study's findings are largely consistent with the literature, consumer- and professional-group position papers, and the President's Advisory Commission on Consumer Protection and Quality in the Health Care Industry. HMOs can use marketing as a way to address problems and pursue opportunities identified by enrollees. As these findings demonstrate, certain features of HMO design are more appealing to patients. By focusing on these preferences, HMOs can adopt a responsive market orientation that gives rise to more effective marketing mixes

  16. The mediating effect of brand satisfaction on the relationship between brand personality and brand loyalty: Evidence from Malaysia

    OpenAIRE

    Hashed Ahmad Mabkhot; Salniza Md. Salleh; Hasnizam Shaari

    2016-01-01

    This study empirically investigates the mediating effect of brand satisfaction on the relationship between brand personality and brand loyalty among Malaysian customers toward local automobile brands (Proton and Perodua). Four hypotheses were developed to test hypothesizing relationships between brand personality and brand satisfaction on brand loyalty. The data were collected from consumers of automobile brands in north Malaysia peninsula from three states which were Kedah, Penanag, and Perl...

  17. An Empirical Study Of Service Quality Dimensions On Customer Satisfaction And Customer Loyalty In Nepalese Commercial Banking Sector

    OpenAIRE

    Devkota, Narendra; Dahal, Jay Raj

    2016-01-01

    Master thesis Business Administration - University of Agder 2016 The main purpose behind of this study is to find out the major factors that have impact in customer satisfaction and customer loyalty in case of commercial banks of Nepal. The thesis tries to explore whether there exists any relationship between service quality dimensions, customer satisfaction and customer loyalty depending upon various situational factors. Various concepts such as consumer buying behavior, buyer’s decision ...

  18. Job satisfaction in psychiatric nursing.

    Science.gov (United States)

    Ward, M; Cowman, S

    2007-08-01

    In recent years, mental health services across Europe have undergone major organizational change with a move from institutional to community care. In such a context, the impact of change on the job satisfaction of psychiatric nurses has received little attention in the literature. This paper reports on the job satisfaction of psychiatric nurses and data were collected in 2003. The population of qualified psychiatric nurses (n = 800) working in a defined geographical health board area was surveyed. Methodological triangulation with a between-methods approach was used in the study. Data were collected on job satisfaction using a questionnaire adopted from the Occupational Stress Indicator. A response rate of 346 (43%) was obtained. Focus groups were used to collect qualitative data. Factors influencing levels of job satisfaction predominantly related to the nurses work location. Other factors influencing job satisfaction included choice of work location, work routine, off duty/staff allocation arrangements, teamwork and working environment. The results of the study highlight to employers of psychiatric nurses the importance of work location, including the value of facilitating staff with choices in their working environment, which may influence the recruitment and retention of nurses in mental health services.

  19. Health care consumer reports: an evaluation of consumer perspectives.

    Science.gov (United States)

    Longo, Daniel R; Everet, Kevin D

    2003-01-01

    There has been a proliferation of health care consumer reports, also known as "consumer guides," "report cards," and "performance reports," which are designed to assist consumers in making more informed health care decisions. While there is evidence that providers use such reports to identify and make changes in practice, thus improving the quality of care, there is little empirical evidence on how consumer guides/report cards are used by consumers. This study fills that gap by surveying 925 patients as they wait for ambulatory care in several clinics in a midwestern city. Findings indicate that consumers are selective in their use of these reports and quickly identify those sections of the report of most interest to them. Report developers should take precautions to ensure such reports are viewed as credible sources of health care information.

  20. Consumer Generated Advertising and Brand Trust in The Consumer Experience

    OpenAIRE

    Reeves, C

    2010-01-01

    Increasing media clutter now exposes consumers to thousands of commercial messages every day (Gritten, 2007). The advent of the internet and technology over the past twenty years now means consumer-generated media such as blogs, podcasts, and online social networking sites are a further source (Gritten, 2007). Building brand trust remains, now more than ever, crucial to corporate marketers, in a world where consumers are losing faith in traditional marketing strategies. Social media has give...

  1. Price Intransparency, Consumer Decision Making and European Consumer Law

    OpenAIRE

    Boom, Willem

    2011-01-01

    textabstractPrice comparison is a basic element of competition. For comparison to work, at least prices need to be transparent. Moreover, price is usually a focal point in consumer thinking and deciding on transactions. Hence, obfuscating prices can be detrimental to consumers. Therefore, it is vital for policymakers to know how transparent pricing is in reality. Commercial practices involving price intransparency can be detrimental to consumer decision making and may be associated with marke...

  2. Employees´ Job Satisfaction in Company

    OpenAIRE

    Václavková, Barbora

    2015-01-01

    This Master´s thesis Employees´ Job Satisfaction in Company is focused on job satisfaction of employees in a particular company. The aim of this thesis is to analyse the current level of employees´ satisfaction, factors that affect the degree of satisfaction and weak segments propose recommendations to increase the level of satisfaction among employees. The first part is theoretical and deals with the approach of the topic employees´ job satisfaction describe theoretical methods that are in p...

  3. Potential benefits of satiety to the consumer: scientific considerations.

    Science.gov (United States)

    Hetherington, M M; Cunningham, K; Dye, L; Gibson, E L; Gregersen, N T; Halford, J C G; Lawton, C L; Lluch, A; Mela, D J; Van Trijp, H C M

    2013-06-01

    Foods and dietary patterns that enhance satiety may provide benefit to consumers. The aim of the present review was to describe, consider and evaluate research on potential benefits of enhanced satiety. The proposal that enhanced satiety could only benefit consumers by a direct effect on food intake should be rejected. Instead, it is proposed that there is a variety of routes through which enhanced satiety could (indirectly) benefit dietary control or weight-management goals. The review highlights specific potential benefits of satiety, including: providing appetite control strategies for consumers generally and for those who are highly responsive to food cues; offering pleasure and satisfaction associated with low-energy/healthier versions of foods without feeling 'deprived'; reducing dysphoric mood associated with hunger especially during energy restriction; and improved compliance with healthy eating or weight-management efforts. There is convincing evidence of short-term satiety benefits, but only probable evidence for longer-term benefits to hunger management, possible evidence of benefits to mood and cognition, inadequate evidence that satiety enhancement can promote weight loss, and no evidence on which consumers would benefit most from satiety enhancement. The appetite-reducing effects of specific foods or diets will be much more subtle than those of pharmaceutical compounds in managing hunger; nevertheless, the experience of pharmacology in producing weight loss via effects on appetite suggests that there is potential benefit of satiety enhancement from foods incorporated into the diet to the consumer.

  4. Bringing the DERP to consumers: 'Consumer Reports Best Buy Drugs'.

    Science.gov (United States)

    Findlay, Steven D

    2006-01-01

    Consumers Union, publisher of Consumer Reports magazine, has used the drug class reviews of the Drug Effectiveness Review Project (DERP) as one critical component of a free public information project on the comparative effectiveness, safety, and cost of prescription drugs. The project translates the DERP findings for consumers. Drawing on other sources and adding information on drug costs, the project chooses Best Buy drugs in each category it evaluates. This guidance can help consumers save up to thousands of dollars per year, and it has the potential to reduce overall drug spending.

  5. How may consumer policy empower consumers for sustainable lifestyles?

    DEFF Research Database (Denmark)

    Thøgersen, John

    2005-01-01

    Consumer policy can empower consumers for changing lifestyles by reducing personal constraints and limitations, but it should also attempt to loosen some of the external constraints that make changes towards a more sustainable lifestyle difficult. In terms of reducing consumers' subjectively felt...... restrictions on their ability to change lifestyle, the two approaches are equivalent. Policies that increase a feeling of empowerment may also have a positive effect on consumers' motivation to make an effort, thus amplifying its effects. In this paper both types of constraints on lifestyle changes...

  6. Transformational leadership and employee satisfaction

    Directory of Open Access Journals (Sweden)

    Alisa Mujkić

    2014-12-01

    Full Text Available The main purpose of this paper was to carry out an empirical research on whether transformational leadership, in comparison to other contemporary leadership styles, contributes to higher employee satisfaction levels. In total, 399 respondents took part in this research, which was conducted in companies in Bosnia and Herzegovina and Germany. This was the starting point to identify the dominant leadership style in each of the two countries. Using a nonparametric Mann-Whitney test, it was proved that there is a statistically significant difference in employee satisfaction under transformational leadership as opposed to the transactional and charismatic styles. After a detailed research of the literature, it became apparent that research on this subject is scarce. Accordingly, presenting transformational leadership and its influence on employee satisfaction was a particular challenge.

  7. The Satisfaction With Life Scale.

    Science.gov (United States)

    Diener, E; Emmons, R A; Larsen, R J; Griffin, S

    1985-02-01

    This article reports the development and validation of a scale to measure global life satisfaction, the Satisfaction With Life Scale (SWLS). Among the various components of subjective well-being, the SWLS is narrowly focused to assess global life satisfaction and does not tap related constructs such as positive affect or loneliness. The SWLS is shown to have favorable psychometric properties, including high internal consistency and high temporal reliability. Scores on the SWLS correlate moderately to highly with other measures of subjective well-being, and correlate predictably with specific personality characteristics. It is noted that the SWLS is Suited for use with different age groups, and other potential uses of the scale are discussed.

  8. Physician career satisfaction within specialties

    Directory of Open Access Journals (Sweden)

    Kravitz Richard L

    2009-09-01

    Full Text Available Abstract Background Specialty-specific data on career satisfaction may be useful for understanding physician workforce trends and for counseling medical students about career options. Methods We analyzed cross-sectional data from 6,590 physicians (response rate, 53% in Round 4 (2004-2005 of the Community Tracking Study Physician Survey. The dependent variable ranged from +1 to -1 and measured satisfaction and dissatisfaction with career. Forty-two specialties were analyzed with survey-adjusted linear regressions Results After adjusting for physician, practice, and community characteristics, the following specialties had significantly higher satisfaction levels than family medicine: pediatric emergency medicine (regression coefficient = 0.349; geriatric medicine (0.323; other pediatric subspecialties (0.270; neonatal/prenatal medicine (0.266; internal medicine and pediatrics (combined practice (0.250; pediatrics (0.250; dermatology (0.249;and child and adolescent psychiatry (0.203. The following specialties had significantly lower satisfaction levels than family medicine: neurological surgery (-0.707; pulmonary critical care medicine (-0.273; nephrology (-0.206; and obstetrics and gynecology (-0.188. We also found satisfaction was significantly and positively related to income and employment in a medical school but negatively associated with more than 50 work-hours per-week, being a full-owner of the practice, greater reliance on managed care revenue, and uncontrollable lifestyle. We observed no statistically significant gender differences and no differences between African-Americans and whites. Conclusion Career satisfaction varied across specialties. A number of stakeholders will likely be interested in these findings including physicians in specialties that rank high and low and students contemplating specialty. Our findings regarding "less satisfied" specialties should elicit concern from residency directors and policy makers since they

  9. Customer’s preferred service behaviors in two industries: the case of the mexican consumers

    Directory of Open Access Journals (Sweden)

    Barragan, J.

    2006-01-01

    Full Text Available The interaction that occurs between a service provider and a customer has received a significant amount of attention in the services research stream. However, there is still little knowledge with regards to how consumers assess service encounters, and even less about what is important to consumers in different countries other than the U.S. Using Mexican consumers, a group of behaviors (caring, courtesy, friendliness, and promptness was investigated to determine their relative importance in interactions with medical and restaurant service encounters and their impact on satisfaction with those providers. Promptness was the only behavior that did not have an effect on satisfaction reflecting a society with a higher orientation for people-oriented behaviors.

  10. Understanding buyers' loyalty to a C2C platform : The roles of social capital, satisfaction and perceived effectiveness of E-commerce institutional mechanisms

    NARCIS (Netherlands)

    Huang, Q.; Chen, X.Y.; Ou, Carol; Davison, R.M.; Hua, Z.S.

    Drawing upon social capital theory, this study aims to investigate how different dimensions of social capital affect online buyers' satisfaction and ultimately boost their loyalty to a Consumer-to-Consumer (C2C) platform. Specifically, we propose that three dimensions of social capital (i.e.,

  11. Consumer Networks and Firm Reputation

    DEFF Research Database (Denmark)

    Huck, Steffen; Lünser, Gabriele K.; Tyran, Jean-Robert

    Arguing that consumers are the carriers of firms' reputations, we examine the role of consumer networks for trust in markets that suffer from moral hazard. When consumers are embedded in a network, they can exchange information with their neighbours about their private experiences with different ...... sellers. We find that such information exchange fosters firms' incentives for reputation building and, thus, enhances trust and efficiency in markets. This efficiency-enhancing effect is already achieved with a rather low level of network density......Arguing that consumers are the carriers of firms' reputations, we examine the role of consumer networks for trust in markets that suffer from moral hazard. When consumers are embedded in a network, they can exchange information with their neighbours about their private experiences with different...

  12. Consumer acceptance of irradiated food

    Energy Technology Data Exchange (ETDEWEB)

    Loaharanu, P [Head, Food Preservation Section, Joint FAO/ IAEA Division of Nuclear Techniques in Food and Agriculture, Wagramerstr. 5, A-1400, Vienna (Austria)

    1998-12-31

    There was a widely held opinion during the 1970`s and 1980`s that consumers would be reluctant to purchase irradiated food, as it was perceived that consumers would confuse irradiated food with food contaminated by radionuclides. Indeed, a number of consumer attitude surveys conducted in several western countries during these two decades demonstrated that the concerns of consumers on irradiated food varied from very concerned to seriously concerned.This paper attempts to review parameters conducting in measuring consumer acceptance of irradiated food during the past three decades and to project the trends on this subject. It is believed that important lessons learned from past studies will guide further efforts to market irradiated food with wide consumer acceptance in the future. (Author)

  13. Consumer acceptance of irradiated food

    Energy Technology Data Exchange (ETDEWEB)

    Loaharanu, P. [Head, Food Preservation Section, Joint FAO/ IAEA Division of Nuclear Techniques in Food and Agriculture, Wagramerstr. 5, A-1400, Vienna (Austria)

    1997-12-31

    There was a widely held opinion during the 1970`s and 1980`s that consumers would be reluctant to purchase irradiated food, as it was perceived that consumers would confuse irradiated food with food contaminated by radionuclides. Indeed, a number of consumer attitude surveys conducted in several western countries during these two decades demonstrated that the concerns of consumers on irradiated food varied from very concerned to seriously concerned.This paper attempts to review parameters conducting in measuring consumer acceptance of irradiated food during the past three decades and to project the trends on this subject. It is believed that important lessons learned from past studies will guide further efforts to market irradiated food with wide consumer acceptance in the future. (Author)

  14. Do attitudes predict consumer's behavior?

    Directory of Open Access Journals (Sweden)

    Đelošević Ivana

    2017-01-01

    Full Text Available There are many themes in marketing to analyze the psychological and marketing aspect of research. The survey of consumer attitudes is one of them. The consumer attitudes have long been discussed and written about. For this purpose, numerous theories, models and researches have emerged. The research of powerful feelings of consumers towards products is something that marketers are constantly trying to achieve. Therefore it is very important for them to understand the factors affecting the attitudes of consumers. Issues related to consumers' attitudes have always been subject matter of the marketers who are trying to keep and maintain the positive and minimize negative attitudes towards the products and services of company. Bearing in the mind that attitudes play a central role in purchase decision, marketers are trying to explore the relation between attitudes and behavior of consumers.

  15. Consumer acceptance of irradiated food

    International Nuclear Information System (INIS)

    Loaharanu, P.

    1997-01-01

    There was a widely held opinion during the 1970's and 1980's that consumers would be reluctant to purchase irradiated food, as it was perceived that consumers would confuse irradiated food with food contaminated by radionuclides. Indeed, a number of consumer attitude surveys conducted in several western countries during these two decades demonstrated that the concerns of consumers on irradiated food varied from very concerned to seriously concerned.This paper attempts to review parameters conducting in measuring consumer acceptance of irradiated food during the past three decades and to project the trends on this subject. It is believed that important lessons learned from past studies will guide further efforts to market irradiated food with wide consumer acceptance in the future. (Author)

  16. Board certification in professional psychology: promoting competency and consumer protection.

    Science.gov (United States)

    Cox, David R

    2010-04-01

    Board certification in psychology provides an opportunity for increased assessment of and demonstration of competence in the profession. In addition to serving as a means of consumer protection, it can serve the professional psychologist by providing the opportunity for increased income, professional satisfaction, facilitated mobility, and professional development. Jurisdictional and organizational recognition of the importance of board certification is increasing. This article uses the model and experience of the American Board of Professional Psychology, with particular attention to the American Board of Clinical Neuropsychology and the American Academy of Clinical Neuropsychology, to illustrate these benefits. Recent developments regarding board certification are described, as well as how to become involved in the process.

  17. Case managers' experiences of personal growth: learning from consumers.

    Science.gov (United States)

    Stein, Catherine H; Craft, Scott A

    2007-04-01

    This study examines aspects of case managers' perceived personal growth in their work with consumers. Using a sample of 98 case managers, the psychometric properties of a brief self-report measure of personal growth of case managers were examined. The Case Manager Personal Growth Scale (CMPG) showed good reliability and construct validity as evidenced by negative correlations with scores on professional burnout and positive correlations with personal accomplishment and job satisfaction scores. CMPG scores were unrelated to social desirability scores or caseload size and positively related to age and tenure in the mental health system. Results suggest the strong relevance of the construct of personal growth for case managers.

  18. Value Co-creation from the Consumer Perspective

    Science.gov (United States)

    Baron, Steve; Warnaby, Gary

    The paper provides the basis for a classification of organizational operant resources as seen from a customer perspective. It facilitates, particularly, research and further understanding of Foundational Premise 9 (FP9) of the service-dominant logic of marketing (i.e. all social and economic actors are resource integrators), and suggests areas for more focused research on other foundational premises relating to value co-creation. It is based on research undertaken for, and with, the British Library, and offers an alternative research approach to the more conventional ­customer satisfaction survey in order to ascertain value from a ­consumer perspective.

  19. Measuring patient satisfaction with medical services using social media generated data.

    Science.gov (United States)

    Geletta, Simon

    2018-03-12

    Purpose The purpose of this paper is to discuss the results of an effort to use social media generated data for measuring patient satisfaction with medical care services. Traditionally, scientifically designed patient satisfaction surveys are used to provide such measurements. The goal here is to evaluate the possibility of supplementing patient satisfaction surveys with social media generated patient satisfaction measurements such that the later can be used either as validation or replacement for the former. Although surveys are scientifically designed to yield dependable results, recent studies have revealed multiple factors relating to the methods currently used for survey data collection, that may be contributing to the limitations of many survey results. In light of such criticisms, this study explored the possibility of using the increasing popular and proactively generated consumer ratings through the pervasive social media as data source for satisfaction measurement. The average satisfaction scores created from such data are then used to compare levels of satisfaction among five types of health service businesses. Design/methodology/approach The data used in this research are garnered from the consumer review social media site called "Yelp!". Ratings and reviews that are related to health and medical services were extracted from the "Yelp!" The types of services that are identified by consumers are standardized to typologies that are traditionally used in health service research. Five types of services were targeted - general practice physician offices, physician specialty services, dentists, hospitals and physical therapy services. The "five-star" rating systems were re-coded to form a five-point ordinal scale variable to represent "satisfaction score". Findings The Yelp! data-based measurement of patient satisfaction produced an overall satisfaction score of 3.8 (SD=1.7) for the sampled services. The average satisfaction score per type of service ranged

  20. Consumer protection in electronic commerce

    Directory of Open Access Journals (Sweden)

    Nicoleta Andreea NEACŞU

    2016-07-01

    Full Text Available Electronic commerce is one of the most important aspects of the Internet and allows people to buy instant. Fast and easy development of e-commerce has led to the necessity of consumer protection in cyberspace, where trade takes place, so as to ensure consumer safety and security matters. This article examines e-commerce in terms of consumer protection and data security, which concerns equally all stakeholders in the electronic market: buyers, sellers, banks, courier cargo and other participants.