WorldWideScience

Sample records for online customer survey

  1. Web evaluation at the US National Institutes of Health: use of the American Customer Satisfaction Index online customer survey.

    Science.gov (United States)

    Wood, Fred B; Siegel, Elliot R; Feldman, Sue; Love, Cynthia B; Rodrigues, Dennis; Malamud, Mark; Lagana, Marie; Crafts, Jennifer

    2008-02-15

    The National Institutes of Health (NIH), US Department of Health and Human Services (HHS), realized the need to better understand its Web users in order to help assure that websites are user friendly and well designed for effective information dissemination. A trans-NIH group proposed a trans-NIH project to implement an online customer survey, known as the American Customer Satisfaction Index (ACSI) survey, on a large number of NIH websites-the first "enterprise-wide" ACSI application, and probably the largest enterprise Web evaluation of any kind, in the US government. The proposal was funded by the NIH Evaluation Set-Aside Program for two years at a cost of US $1.5 million (US $1.275 million for survey licenses for 60 websites at US $18000 per website; US $225,000 for a project evaluation contractor). The overall project objectives were to assess the value added to the participating NIH websites of using the ACSI online survey, identify any NIH-wide benefits (and limitations) of the ACSI, ascertain any new understanding about the NIH Web presence based on ACSI survey results, and evaluate the effectiveness of a trans-NIH approach to Web evaluation. This was not an experimental study and was not intended to evaluate the ACSI survey methodology, per se, or the impacts of its use on customer satisfaction with NIH websites. The evaluation methodology included baseline pre-project websites profiles; before and after email surveys of participating website teams; interviews with a representative cross-section of website staff; observations of debriefing meetings with website teams; observations at quarterly trans-NIH Web staff meetings and biweekly trans-NIH leadership team meetings; and review and analysis of secondary data. Of the original 60 NIH websites signed up, 55 implemented the ACSI survey, 42 generated sufficient data for formal reporting of survey results for their sites, and 51 completed the final project survey. A broad cross-section of websites

  2. Online Banking Customers: Insights from Germany

    Directory of Open Access Journals (Sweden)

    Sven Christian Berger

    2007-04-01

    Full Text Available Online banking is wide spread among German banking customers. But what really characterizes those customers? Using data from a nation-wide survey of about 20,000 retail banking customers, the authors analyze the profile of online banking customers and their banking behavior.

  3. Chinese customer satisfaction survey of online shopping:a case study of Taobao

    OpenAIRE

    Yue, Liang

    2012-01-01

    The internet has become an increasingly important part of people’s daily life, work, study, entertainment and, in the form of electronic commerce, shopping. Electronic commerce is experiencing rapid growth in China. There are many successful business-to-business, business-to-customer and customer-to-customer online shopping companies in China. As a consequence, competition between vendors is intense and customer satisfaction is a necessary requirement for success. The purpose of this the...

  4. Surveying your internal customers.

    Science.gov (United States)

    Weir, V L

    1998-06-01

    Internal customers often are overlooked when business techniques are applied. By applying common external customer satisfaction survey techniques to internal business functions, one hospital identified areas for improvement.

  5. Online Purchasing Intentions of Croatian Customers

    OpenAIRE

    Katija Vojvodic; Matea Matic

    2012-01-01

    With the increasing importance of online shopping, it is crucial to better understand factors that influence customers’ purchasing behaviour in an electronic commerce environment. In order to explore which factorsdetermine the propensity of customers towards online purchase a binary probit regression was used. The data was collected through survey questionnaire using the purposive sample of 426 Croatian customers from the Dubrovnik- NeretvaCounty. Research results show that customers who feel...

  6. Investigation of background acoustical effect on online surveys: A case study of a farmers' market customer survey

    Science.gov (United States)

    Tang, Xingdi

    Since the middle of 1990s, internet has become a new platform for surveys. Previous studies have discussed the visual design features of internet surveys. However, the application of acoustics as a design characteristic of online surveys has been rarely investigated. The present study aimed to fill that research gap. The purpose of the study was to assess the impact of background sound on respondents' engagement and satisfaction with online surveys. Two forms of background sound were evaluated; audio recorded in studios and audio edited with convolution reverb technique. The author recruited 80 undergraduate students for the experiment. These students were assigned to one of three groups. Each of the three groups was asked to evaluate their engagement and satisfaction with a specific online survey. The content of the online survey was the same. However, the three groups was exposed to the online survey with no background sound, with background sound recorded in studios; and with background sound edited with convolution reverb technique. The results showed no significant difference in engagement and satisfaction in the three groups of online surveys; without background sound, background sound recorded in studios, and background sound edited with convolution reverb technique. The author suggests that background sound does not contribute to online surveys in all the contexts. The industry practitioners should be careful to evaluate the survey context to decide whether the background sound should be added. Particularly, ear-piercing noise or acoustics which may link to respondents' unpleasant experience should be avoided. Moreover, although the results did not support the advantage of the revolution reverb technique in improving respondents' engagement and satisfaction, the author suggests that the potential of the revolution reverb technique in the applications of online surveys can't be totally denied, since it may be useful for some contexts which need further

  7. 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...

  8. Factors for Creating Online Customer Loyalty

    OpenAIRE

    Anamaria Baranov; Liliana-Aurora Constantinescu

    2012-01-01

    Only those companies which succeed in building lasting relationships with online customers are those who customers are confident in and transact online securely. Furthermore, successful companies are those who pay attention to customer satisfaction, who are trying to understand customer needs and expectations and to fulfill them properly. Only those online store managers that focus more on gaining customer loyalty, than to customer acquisition succeed in the online business medium. Customer l...

  9. Online Purchasing Intentions of Croatian Customers

    Directory of Open Access Journals (Sweden)

    Katija Vojvodic

    2012-12-01

    Full Text Available With the increasing importance of online shopping, it is crucial to better understand factors that influence customers’ purchasing behaviour in an electronic commerce environment. In order to explore which factorsdetermine the propensity of customers towards online purchase a binary probit regression was used. The data was collected through survey questionnaire using the purposive sample of 426 Croatian customers from the DubrovnikNeretvaCounty. Research results show that customers who feel insecure are less likely to make an online pur-chase.Additionally, place and environment are proven to be significant factorsof electronic retailing.The results also indicate that the probability of actual online purchase increases with higher customers’ purchase intentions

  10. PERSONALITY INFLUENCES ON ONLINE STORES CUSTOMERS BEHAVIOR

    Directory of Open Access Journals (Sweden)

    Costinel DOBRE

    2015-02-01

    Full Text Available Online customer behaviors include a wide range of processes and activities related to sensory reactions, perceptions, attitude formation, preferences, decisions, satisfaction evaluation, and loyalty formation. Online customer behaviors are influenced by exogenous and endogenous factors. Exogenous factors include attributes associated with the online retailer and the consumer’s environmental influences. Endogenous factors include characteristics attributed to consumers. Of these, personality has major influences on customer behavior in the online stores. In this paper we highlight the influences of personality on important decision making variables linked to the customer’s online visiting, buying and post purchase process. Thus, we intend to point out the influences of personality on the criteria used in evaluating stores, on expectations customers form towards stores, on the perception of store performance and the assessment of satisfaction. This will involve carrying out a survey, and its administration will be performed on the Internet. The sample under research will comprise respondents who own an account on the social network Facebook, assuming these respondents have time and are more likely to have purchased online at least once. The results of this study are useful both for academic researchers and practitioners engaged in online marketing, online communication and web design.

  11. Customer Satisfaction Survey for Raumacell

    OpenAIRE

    Haapala, Henri

    2017-01-01

    This bachelor’s thesis was conducted as a customer satisfaction survey for UPM RaumaCell. The aim and purpose of the project was to find the current customer satisfaction level of UPM RaumaCell. Theoretical part of the thesis was gathered from different types of business literature and some statistical literature was also used. Customer satisfaction was defined as a term and its importance was researched as was how to measure it. Customer satisfaction surveys were thoroughly explained and...

  12. THE RELATIONSHIP BETWEEN CUSTOMER SATISFACTION AND SECURITY TOWARD TRUST AND ITS IMPACT ON REPURCHASE INTENTION (SURVEY ON CUSTOMER OF ELEVENIA ONLINE WEBSITE)

    OpenAIRE

    Rizan, Mohammad; Bakar, Kemal Abu; Saidani, Basrah

    2015-01-01

    The purpose of this research are to: examine empirically the effect of customer satisfaction to trust on customer, the impact of security to trust on customer, the impact of the customer satisfaction to repurchase intention on customer, the effect of security to repurchase intention on customer, the effect of trust to repurchase intention on customer, the effect of customer satisfaction to repurchase intention through trust as intervening variable on customer, the effect of security to repurc...

  13. MedlinePlus: The ForeSee Customer Satisfaction Survey

    Science.gov (United States)

    ... https://medlineplus.gov/survey/foreseesurvey.html The ForeSee Customer Satisfaction Survey To use the sharing features on this ... and MedlinePlus en español. NLM uses the ForeSee Customer Satisfaction Survey to measure online user satisfaction. The survey ...

  14. [Attitude of patients and customers toward on-line purchase of drugs--a Hungarian survey by community pharmacies].

    Science.gov (United States)

    Fittler, András; Bosze, Gergely; Botz, Lajos

    2010-11-28

    As internet is now available to nearly everyone in Hungary, the accessibility of websites offering pharmaceutical products is also increasing. The national and international regulation of these sites is currently an unsolved problem worldwide, thus potentially harmful, counterfeit and prescription only medicines are easily accessible on the market. We aimed to measure and estimate the current situation of the ordering of online medicines. In 5 Hungarian cities 434 self-administered questionnaires were collected in community pharmacies. Our results show that 6.2% of the respondents have already ordered drugs or dietary supplements online and approximately same amount of people are considering this option in the near future. Based on our survey mostly the educated, the 30-49 year old people and women are likely to buy drugs online. Every fifth respondent reported willingness to buy drugs online from abroad if lower prices were offered. Most people do not know that the quality of medicines purchased online could be different from the ones purchased from community pharmacies. We would like to draw attention of healthcare professionals to the rising popularity and potential risks of drugs available online.

  15. An Empirical Investigation into the Sources of Customer Dissatisfaction with Online Games

    OpenAIRE

    2011-01-01

    Most extant research focused on the attractiveness of online games, but paid scant attention to the sources of customer dissatisfaction with online games. Thus, this study investigates the sources of customer dissatisfaction (dissatisfiers) with online games. From an online survey, this study identified five factors as the sources of customer dissatisfaction: (1) the deceptive behavior of other online gamers, (2) the discourteous behavior of other online gamers, (3) the unattractive design of...

  16. Customizing Prices in Online Markets

    OpenAIRE

    Reinartz, Werner

    2002-01-01

    Dynamic pricing is the dynamic adjustment of prices to consumers depending on the value these customers attribute to a good. Underlying the concept of dynamic pricing is what marketers call price customization. Price customization is the charging of different prices to end consumers based on a discriminatory variable. Internet technology will serve as a great enabling tool for making dynamic pricing accessible to many industries.

  17. CUSTOMER-PERCEIVED INSECURITY OF ONLINE SHOPPING ENVIRONMENT

    Directory of Open Access Journals (Sweden)

    Matea Matic

    2014-01-01

    Full Text Available Customer-perceived insecurity of online shopping environment has become one of the major obstacles to the growth of electronic commerce. The main purpose of this study was to examine the influence of insecurity of Internet usage towards online purchase decision as well as consumers’ attitudes and intentions towards online purchasing. The data was collected through survey questionnaire using the purposive sample of 253 Croatian students from the University of Dubrovnik. Research results indicate a significant relationship between the insecurity of Internet usage and online purchase decision. Additionally, a significant relationship was found between the insecurity of Internet usage and consumers’ attitudes and intentions towards online purchasing. The overall analysis reveals that consumers have positive attitudes and intentions towards online purchasing whilst insecurity towards online purchasing lowers when online purchases are made more frequently.

  18. Comparative Analysis of Results of Online and Offline Customer Satisfaction

    Directory of Open Access Journals (Sweden)

    Jovović Milorad

    2017-05-01

    Full Text Available The logic that customer satisfaction is the starting point of marketing and business activities is based on the assumption that customer satisfaction leads to customer loyalty, keeping in mind all of the positive effects that customer loyalty has on business success of an organization. Because of this, marketing and management theory and practice dedicate particular attention to the concepts of customer satisfaction and loyalty. In this paper we will use the surveys of customers of banking services not only to show the levels of their satisfaction and loyalty, but also to make a comparative analysis of data obtained through online and offline research. This approach was made possible because the research was carried out on a sample which was divided in two groups. All of the participants answered the questions from a unique questionnaire, however, one group took the survey via the Internet (online while data from the other group of participants was collected in the field by using printed questionnaires (offline. The findings of the comparative analysis of online and offline survey results are presented in the final part of the paper.

  19. Customer experience with online shopping : what are the unique experiences customers seek from online shopping?

    OpenAIRE

    Jin, Daoyan

    2013-01-01

    Over the last decade, there has been a great change in consumers' shopping behavior along with technological change. Online shopping is the use of computer technology for better shopping performance. Retailers are busy in studying consumers' behavior to see their attitudes toward online shopping and to meet the demand of online shoppers. Due to my interest in online business, I have also decided to study about customers' attitudes toward online shopping and specifically regarding factors that...

  20. Multi-Dimensional Customer Data Analysis in Online Auctions

    Institute of Scientific and Technical Information of China (English)

    LAO Guoling; XIONG Kuan; QIN Zheng

    2007-01-01

    In this paper, we designed a customer-centered data warehouse system with five subjects: listing, bidding, transaction,accounts, and customer contact based on the business process of online auction companies. For each subject, we analyzed its fact indexes and dimensions. Then take transaction subject as example,analyzed the data warehouse model in detail, and got the multi-dimensional analysis structure of transaction subject. At last, using data mining to do customer segmentation, we divided customers into four types: impulse customer, prudent customer, potential customer, and ordinary customer. By the result of multi-dimensional customer data analysis, online auction companies can do more target marketing and increase customer loyalty.

  1. Design and implementation of online system for customer satisfaction degree survey%用户满意度在线调查系统设计与实现

    Institute of Scientific and Technical Information of China (English)

    杨省伟

    2015-01-01

    Through the need analysis of the online system for customer satisfaction degree survey for a fa-mous brand products,we study the key techniques. In the design of the system,we enhance the reliability and stability of operation in case of large-scale access on the one hand;and on the other hand we try to prevent malicious attacks such as machine voting. Based on the B/S architecture,we have adopted the de-sign idea of the hierarchical design and modularization,and then managed to construct the system. The system has achieved good effect in practice,and achieved the expected goal.%通过对某省名牌产品网上满意度调查系统的需求分析,确定了系统的设计方案。在系统设计上,一方面增强在大规模访问下运行的可靠性与稳定性,同时防止机器刷票等恶意攻击行为。最后,基于B/S架构,采取分层设计思想与模块化实现的思路,完成了系统的构建。该系统在实际运行中取得了良好效果,达到了预期目标。

  2. 78 FR 69703 - 10-Day Notice of Proposed Information Collection: Generic Customer Satisfaction Surveys; Physical...

    Science.gov (United States)

    2013-11-20

    ... From the Federal Register Online via the Government Publishing Office DEPARTMENT OF HOUSING AND URBAN DEVELOPMENT 10-Day Notice of Proposed Information Collection: Generic Customer Satisfaction... Customer Satisfaction Surveys Physical Inspection Alignment Pilot Program--Expansion Announcement....

  3. How to Reduce Customer Struggles in Online Shopping in China

    OpenAIRE

    Wang, Fan

    2012-01-01

    This paper attempts to provide efficient approaches on reducing customer struggles in online shopping. It appears that online retailing in China needs more improvements based on the customer-centred perspective. Customer struggles relate to physical and psychological flounders, such as unqualified products, unsatisfied services, loss of money and information leakage. Factors that affect customer struggles online include price, diversity of products, quality of items, quality of services, and ...

  4. A Novel Software Tool to Generate Customer Needs for Effective Design of Online Shopping Websites

    OpenAIRE

    Sharma, Ashish K; Sunanda Khandait

    2016-01-01

    —Effective design of online shopping websites is the need of the hour as design plays a crucial role in the success of online shopping businesses. Recently, the use of Quality Function Deployment (QFD) has been reported for the design of online shopping websites. QFD is a customer driven process that encompasses voluminous data gathered from customers through several techniques like personal interview, focus groups, surveys etc. This massive, unsorted and unstructured ...

  5. How do challenges increase customer loyalty to online games?

    Science.gov (United States)

    Teng, Ching-I

    2013-12-01

    Despite the design of various challenge levels in online games, exactly how these challenges increase customer loyalty to online games has seldom been examined. This study investigates how such challenges increase customer loyalty to online games. The study sample comprises 2,861 online gamers. Structural equation modeling is performed. Analytical results indicate that the relationship between challenge and loyalty intensifies when customers perceive that overcoming challenges takes a long time. Results of this study contribute to efforts to determine how challenges and challenge-related perceptions impact customer loyalty to online games.

  6. Customer Buying Behavior : - Online shopping towards electronic product

    OpenAIRE

    Wang, Dan; Yang, Liuzi

    2010-01-01

    ABSTRACT Online shopping in EU has been shown to a good potential market. The electronic equipment takes a high percent of the individuals shopping. Compared with other goods, online shopping of electronic goods adds great convenience to the life of the people. Buying electronic gadgets online gives customers an opportunity to find a great variety of product online, and customers can review a wide selection of products and find special offers and discount with the best deals online. In the co...

  7. SERVICE QUALITY IN ONLINE MARKETING: CUSTOMERS CENTRIC ANALYSIS

    OpenAIRE

    Ramesh, M.; P. DURKASREE

    2011-01-01

    In this ICT age, we have witnessed a substantial growth of internet based services. One of the key challenges of the online as a service delivery channel is how they manage service quality, which holds a significant importance to customer satisfaction. The purpose of this study was to gain a better understanding of the service quality dimensions that affect customer satisfaction in online marketing from a customer perspective. The data were collected through a questionnaire with 127 online sh...

  8. SERVICE QUALITY IN ONLINE MARKETING: CUSTOMERS CENTRIC ANALYSIS

    Directory of Open Access Journals (Sweden)

    M. RAMESH

    2011-01-01

    Full Text Available In this ICT age, we have witnessed a substantial growth of internet based services. One of the key challenges of the online as a service delivery channel is how they manage service quality, which holds a significant importance to customer satisfaction. The purpose of this study was to gain a better understanding of the service quality dimensions that affect customer satisfaction in online marketing from a customer perspective. The data were collected through a questionnaire with 127 online shoppers. Exploratory factor analysis was conducted to narrate the important service quality factors in online marketing. This study identifies seven service quality dimensions having a strong impact on customer satisfaction

  9. Developing the online survey.

    Science.gov (United States)

    Gordon, Jeffry S; McNew, Ryan

    2008-12-01

    Institutions of higher education are now using Internet-based technology tools to conduct surveys for data collection. Research shows that the type and quality of responses one receives with online surveys are comparable with what one receives in paper-based surveys. Data collection can take place on Web-based surveys, e-mail-based surveys, and personal digital assistants/Smartphone devices. Web surveys can be subscription templates, software packages installed on one's own server, or created from scratch using Web programming development tools. All of these approaches have their advantages and disadvantages. The survey owner must make informed decisions as to the right technology to implement. The correct choice can save hours of work in sorting, organizing, and analyzing data.

  10. Influence of Customer Relationship Management on Online Shopping

    Directory of Open Access Journals (Sweden)

    Abdullah Nabeel Jalal

    2012-11-01

    Full Text Available The rapid development of internet user has made it easy and improved the online marketing in the global market, as a result the number of customer shopping online are increasing more than the number of customer using internet for others purposes, customer participations are the basic of every business success, because with customer, no business can survive or adapt with change that has been brought by new technology. Customer Relationship Management (CRM can be understood as a revolving process during which companies interact with their customers, there by generate, aggregate, and analyze customer data, and employ the results for service and marketing activities, the purpose of this paper is to figure out the influence of Customer relationship management as motivational factor on online shopping in e-business environment.

  11. 2004 ITACS Customer Satisfaction Survey Report

    OpenAIRE

    2004-01-01

    The IT Strategic Plan, The Information Revolution: Planning for Institutional Change, proposed a number of recommendations to improve management, customer responsiveness, and accountability for the IT arena at NPS. A periodic customer satisfaction survey was included as one of those recommendations.

  12. Serving online customers lessons for libraries from the business world

    CERN Document Server

    Barclay, Donald A

    2014-01-01

    To compete in the digital age, libraries must provide outstanding customer service to their virtual users. Serving Online Customers: Lessons for Libraries from the Business World is a practical guide to help libraries adopt and adapt the best practices of e-business for their own online operations.

  13. Understanding the Role of Online Reviews on Customers' Risk Perception

    Science.gov (United States)

    Yang, Jing

    2013-01-01

    Customer reviews play an important role in today's online shopping environment. Research into customer reviews has largely focused on the predictive effect of review characteristics on variables such as product sales. However, relatively little attention has been directed towards understanding how reviews impact a customer's decision to purchase a…

  14. Understanding the Role of Online Reviews on Customers' Risk Perception

    Science.gov (United States)

    Yang, Jing

    2013-01-01

    Customer reviews play an important role in today's online shopping environment. Research into customer reviews has largely focused on the predictive effect of review characteristics on variables such as product sales. However, relatively little attention has been directed towards understanding how reviews impact a customer's decision to purchase a…

  15. Managing online service recovery: procedures, justice and customer satisfaction

    OpenAIRE

    Crisafulli, Benedetta; Singh, Jaywant

    2016-01-01

    Purpose The Internet has changed the way services are delivered and has created new forms of customer-firm interactions. Whilst online service failures remain inevitable, the Internet offers opportunities for delivering efficient service recovery through the online channel. Notwithstanding, research evidence on how firms can deliver online service recovery remains scarce. This study investigates the impact of two online service recovery strategies - online information and te...

  16. A Prototype Design for Enhancing Customer Trust in Online Payments

    OpenAIRE

    Thair A. Dalain; Peter Summons

    2009-01-01

    Problem statement: The adoption of mobile device technology can contribute significantly to enhance customers trust in online payment systems. Approach: The perceptions and preferences of online shoppers are influenced by several key factors which serve to both enhance and compromise this trust and in turn affect a customer intentions and behavior in relation to use online payment systems. The first part of the research was a quantitative study to investigate these factors. In the second part...

  17. The Effect of Online Customer Reviews’ Characteristics on Sales

    NARCIS (Netherlands)

    Maslowska, E.; Malthouse, E.C.; Bernritter, S.F.; Christodoulides, G.; Stathopoulou, A.; Eisend, M.

    2017-01-01

    Online customer reviews help consumers make decisions, such as purchasing products, watching movies, or joining a sports club. Online reviews have become a major driving force in marketing (Cui et al., 2012) and are a common feature on many websites. Information from other consumers, such as online

  18. US Geological Survey customers speak out

    Science.gov (United States)

    Gillespie, S.; Snyder, G.

    1995-01-01

    Provides results of a customer survey carried out in 1994 by the US Geological Survey. Uses of cartographic products are classified, as are application areas, accuracy satisfaction, media, Digital Line Graph requirements in update, and frequency of product use. USGS responses and plans for the future are noted. -M.Blakemore

  19. A Prototype Design for Enhancing Customer Trust in Online Payments

    Directory of Open Access Journals (Sweden)

    Thair A. Dala’in

    2009-01-01

    Full Text Available Problem statement: The adoption of mobile device technology can contribute significantly to enhance customers trust in online payment systems. Approach: The perceptions and preferences of online shoppers are influenced by several key factors which serve to both enhance and compromise this trust and in turn affect a customer intentions and behavior in relation to use online payment systems. The first part of the research was a quantitative study to investigate these factors. In the second part of this research, a mobile payment model for online payment systems was proposed. In this model, the customers do not need to trust merchants during the transaction because merchants will not act as an intermediary between customers and the acquirer. Customers can therefore send their financial details without concern of disclosure, or potential misuse by the merchant. Results: In this study, the key factors influencing to adopt mobile payment systems were identify. The proposed model was developed and an analysis of the model architecture against conventional online payment systems was discussed. Conclusion/Recommendations: The significance of this research comes from providing a practical mobile payment model as a possible step towards increasing customer acceptance of online shopping and increasing their trust in online payment systems. The new model focuses on enhancing the feeling of security of the use of an online payment system and satisfying the security requirements.

  20. 77 FR 64382 - Agency Information Collection (Nation-Wide Customer Satisfaction Surveys) Activities Under OMB...

    Science.gov (United States)

    2012-10-19

    ... From the Federal Register Online via the Government Publishing Office DEPARTMENT OF VETERANS AFFAIRS Agency Information Collection (Nation-Wide Customer Satisfaction Surveys) Activities Under OMB....'' SUPPLEMENTARY INFORMATION: Title: Nation-wide Customer Satisfaction Surveys, VA Forms 10-1465- 2 through...

  1. 77 FR 2349 - Proposed Information Collection (Nation-wide Customer Satisfaction Surveys) Activity: Comment...

    Science.gov (United States)

    2012-01-17

    ... From the Federal Register Online via the Government Publishing Office DEPARTMENT OF VETERANS AFFAIRS Proposed Information Collection (Nation-wide Customer Satisfaction Surveys) Activity: Comment... forms of information technology. Title: Nation-wide Customer Satisfaction Surveys, VA Forms 10-1465-...

  2. 75 FR 9277 - Proposed Information Collection (Nation-Wide Customer Satisfaction Surveys) Activity: Comment...

    Science.gov (United States)

    2010-03-01

    ... From the Federal Register Online via the Government Publishing Office DEPARTMENT OF VETERANS AFFAIRS Proposed Information Collection (Nation-Wide Customer Satisfaction Surveys) Activity: Comment.... Title: Nation-wide Customer Satisfaction Surveys, VA Forms 1465-2 through 1465-4. OMB Control...

  3. 75 FR 25320 - Agency Information Collection (Nation-wide Customer Satisfaction Surveys) Activities Under OMB...

    Science.gov (United States)

    2010-05-07

    ... From the Federal Register Online via the Government Publishing Office DEPARTMENT OF VETERANS AFFAIRS Agency Information Collection (Nation-wide Customer Satisfaction Surveys) Activities Under OMB... INFORMATION: Title: Nation-wide Customer Satisfaction Surveys, VA Forms 1465-2 through 1465-4. OMB...

  4. 2003 Navy MWR Customer Survey

    Science.gov (United States)

    2007-06-01

    E. (2001). Status of the Armed Services Surveys Sample Planning Tool . Arlington, VA: Defense Manpower Data Center. 4 N P R S T Survey Analyses...opportunities would you participate in? Note: Multiple responses allowed. Tournaments Participate/watch Karaoke Watch/dance to a band Watch sporting events...Section If NO, why not? 1% 1% 3% 5% 4% 13% 16% 26% 28% 26% 25% 2% 2% 5% 6% 7% 14% 20% 21% 24% 25% 27% 0% 20% 40% 60% 80% 100% Poor quality of tools

  5. Measuring customer satisfaction using SERQUAL survey

    Directory of Open Access Journals (Sweden)

    Ardeshir Tajzadeh Namin

    2012-04-01

    Full Text Available The focus of this research is on assessing the quality of services of Tehran’s Saman bank and the available gap between customer’s expectation and perception. Also the relationship between customer’s satisfaction and each dimension of service quality (ie: reliability, tangibility, responsiveness, assurance and empathy and ranking them accordingly, is investigated. The statistical population of this research is consisted of Tehran’s Saman bank customers. The research methods of this study are descriptive-survey as well as correlation. The statistical approaches of this study are correlation, t-student as well as Friedman tests. The results from a sample of 276, shows the service quality dimensions affect customers' perception based on SERQUAL. In addition, there are significant relationship between customers' perception and their satisfaction of the offered services. However, there are negative gaps between customers' perception and their level of expectation.

  6. Customers' Satisfaction Survey on Medical Service

    Institute of Scientific and Technical Information of China (English)

    LIU Guiying

    2002-01-01

    Introducing the service concept of service industry to medical industry, combining characteristics of medical health service and quoting theory of optimization management of service industry, this survey forwards optimization strategy providing satisfied medical service to customers:with optimization strategy on administration of medical staff and strategy of Zero Fault, the commitments comply with service.

  7. Exploring big data opportunities for online customer segmentation

    NARCIS (Netherlands)

    Fotaki, G.; Spruit, Marco; Brinkkemper, Sjaak; Meijer, D.

    2014-01-01

    In today's competitive business environment, more and more organizations move or extent their business online. Thus, there is an increasing need for organizations to build concrete online marketing strategies in order to engage with their customers. One basic step towards achieving the objectives

  8. Exploring big data opportunities for online customer segmentation

    NARCIS (Netherlands)

    Fotaki, G.; Spruit, Marco; Brinkkemper, Sjaak; Meijer, D.

    2014-01-01

    In today's competitive business environment, more and more organizations move or extent their business online. Thus, there is an increasing need for organizations to build concrete online marketing strategies in order to engage with their customers. One basic step towards achieving the objectives re

  9. Gaining Customers` Trust In Online Stores

    OpenAIRE

    Anamaria Severin-Humelnicu

    2010-01-01

    Trust is very important in running businesses on the Internet. It plays a significant role in the actions a consumer undertakes in the online purchase process. An online store will never reach the desired level of sales until it gains the trust of its consumers. Building confidence is the key of succes in electronic commerce. Therefore, any online retailer should strive to achieve this goal

  10. Customer brand engagement on online social media platforms

    DEFF Research Database (Denmark)

    Chrysochou, Polymeros; Malciute, Justina

    The aim of this paper is to contribute to the knowledge of a newly emerged concept of customer engagement with brands in the context of online social media platforms. Drawing on the overview of currently available academic literature and the results of a quantitative consumer study, the paper...... delivers a thorough investigation of the concept and proposes a conceptual model of customer brand engagement on online social media platforms. The study suggests that customer brand relationship related factors will influence the level of customer engagement, which in turn will affect the levels...... of behavioral loyalty and intention to recommend the brand. Hence, this paper is an important contribution to the academic marketing literature in the field of customer engagement, which also provides useful managerial insights for marketing practitioners....

  11. The National Map Customer Requirements: Findings from Interviews and Surveys

    Science.gov (United States)

    Sugarbaker, Larry; Coray, Kevin E.; Poore, Barbara

    2009-01-01

    The purpose of this study was to receive customer feedback and to understand data and information requirements for The National Map. This report provides results and findings from interviews and surveys and will guide policy and operations decisions about data and information requirements leading to the development of a 5-year strategic plan for the National Geospatial Program. These findings are based on feedback from approximately 2,200 customers between February and August 2008. The U.S. Geological Survey (USGS) conducted more than 160 interviews with 200 individuals. The American Society for Photogrammetry and Remote Sensing (ASPRS) and the International Map Trade Association (IMTA) surveyed their memberships and received feedback from over 400 members. The Environmental Systems Research Institute (ESRI) received feedback from over 1,600 of its U.S.-based software users through an online survey sent to customers attending the ESRI International User Conference in the summer of 2008. The results of these surveys were shared with the USGS and have been included in this report.

  12. 77 FR 20010 - Proposed Information Collection; Comment Request; Online Customer Relationship Management (CRM...

    Science.gov (United States)

    2012-04-03

    ... Year 2011 MBDA developed and implemented a new Customer Relationship Management/Performance Database to... Minority Business Development Agency Proposed Information Collection; Comment Request; Online Customer Relationship Management (CRM)/Performance Databases, the Online Phoenix Database, and the Online...

  13. Marketing through Online Leadership to Retain Invisible Customers: Perceptions of Online Students

    Science.gov (United States)

    Kibiloski, F. Terry.

    2012-01-01

    This quantitative study examined the relationship between student perceived leadership styles of online university instructors, and the perceived customer satisfaction and retention of online students. Specifically, the four goals of this study were to determine: (a) students' perception of their online instructor's leadership style, (b) if…

  14. Study on the Perceived Risk about the Online Shopping for Fresh Agricultural Commodities and Customer Acquisition

    Institute of Scientific and Technical Information of China (English)

    Lingling; HUANG; Juan; FENG; Fengxian; YAN

    2014-01-01

    Fresh agricultural commodities have been entering the era of network marketing. However,the coverage population is still relatively small. In this paper,more than 400 online shopping customer survey data are statistically analyzed based on perceived risk multidimensional model by factor analysis method to classify the potential customers’ perceived risk,concluding that food safety risks,mental health risk,relative convenience risk,liquidity risk,privacy risk and time risk are the most important risk factors that impact potential customers online shopping of fresh agricultural commodities. By using customers prediction model which is based on the classification and prediction methods to mining potential customers,it comes to the conclusion that men are more likely to purchase fresh agricultural commodities online,specifically,in the male sample,those whose average monthly net purchase cost equals to or is higher than 51 yuan or whose online shopping time equals to or is longer than 3 years and at the same time whose age is younger than 30 are the most potential customers. Finally,it puts forward corresponding countermeasures and suggestions from the perspectives of risk control and effective customer acquisition.

  15. A Distributed Online Custom System for Knitted Sweater

    Institute of Scientific and Technical Information of China (English)

    GUO Fang; XU Ling; SHI Chuan

    2007-01-01

    A new application of Sun ONE architecture-an online custom system for Knitted Sweaters is presented, which links sweater design, manufacturing and sales in different places to share information through the Internet. The framework and characteristics of J2EE and Sun ONE are analyzed. Having studied the requirements of the online custom system for knitted sweaters, the paper presents a detailed and original system design based on J2EE technology and Web Services. This paper also gives descriptions on how to assemble and deploy the whole system under the Sun ONE architecture.

  16. 77 FR 55487 - Agency Information Collection Activities; Voluntary Customer Survey

    Science.gov (United States)

    2012-09-10

    ... U.S. Customs and Border Protection, Department of Homeland Security, and sent via electronic mail to... SECURITY U.S. Customs and Border Protection Agency Information Collection Activities; Voluntary Customer Survey AGENCY: U.S. Customs and Border Protection, Department of Homeland Security. ACTION: 30-Day...

  17. Service Dominant Logic in Practice: Applying Online Customer Communities and Personas for the Creation of Service Innovations

    Directory of Open Access Journals (Sweden)

    Adrienne Schäfer

    2016-09-01

    Full Text Available Many companies try to adopt a service-oriented perspective when developing new offerings by posing the question of how the creation of value jointly with customers can be improved. This requires a holistic view of customers beyond retrospective methods such as surveys. Observations of everyday life provide a valuable complement, because they initiate innovations not explicitly based on wishes formulated by customers, but on customer practices. Drawing on a case study of the Swiss Federal Railways (SFR, it is explored how ‘value-in-context’ and ‘co-creation’ can be put into practice. Online customer communities were used in the case study as they unveil value-in-context and practices of customers, which are important sources of innovation. The findings suggest that personas that were constructed based on the results from an online customer community consolidates user behaviour and contextual data and can help managers to improve their offerings in a service-oriented way.

  18. Information Technology and Communications Services (ITACS) Customer Satisfaction Survey Summary

    OpenAIRE

    2004-01-01

    2004 ITACS Customer Satisfaction Survey Report The IT Strategic Plan, The Information Revolution: Planning for Institutional Change, proposed a number of recommendations to improve management, customer responsiveness, and accountability for the IT arena at NPS. A periodic customer satisfaction survey was included as one of those recommendations.

  19. Effect of E-Service Quality on Customer Online Repurchase Intentions

    Science.gov (United States)

    Liu, Tung-Hsuan

    2012-01-01

    In the early years of online retailing, having an online presence and low prices were believed to be key drivers of success. More recently, electronic service quality has become essential as an online marketing strategy. Online stores provide higher service quality to create online customer loyalty, improve customer satisfaction, and keep a…

  20. Effect of E-Service Quality on Customer Online Repurchase Intentions

    Science.gov (United States)

    Liu, Tung-Hsuan

    2012-01-01

    In the early years of online retailing, having an online presence and low prices were believed to be key drivers of success. More recently, electronic service quality has become essential as an online marketing strategy. Online stores provide higher service quality to create online customer loyalty, improve customer satisfaction, and keep a…

  1. Investigating Factors Influencing Customer Online Buying Satisfaction In Gauteng, South Africa

    National Research Council Canada - National Science Library

    Sharon Rudansky-Kloppers

    2014-01-01

    .... With this information, they can convert potential customers into real customers and retain them. This research investigates the factors which influence customer online buying satisfaction in the Gauteng province of South Africa...

  2. Pitfalls of Quantitative Surveys Online

    Directory of Open Access Journals (Sweden)

    Iva Pecáková

    2016-12-01

    Full Text Available With the development of the Internet in the last two decades, its use in all phases of field survey is growing very quickly. Indeed, it reduces costs while allowing exploration of relatively large files and enables effective use of a variety of research tools. The academic research is more reserved towards developing online surveys. Demands on the quality of data are the main cause; Internet surveys do not meet them and thus do not allow drawing objective conclusion about the populations surveyed. Unqualified use of the Internet may significantly influence data and information obtained from their analysis. The problematic definition of the population that is under investigation may result in a fault of its coverage. Its existence can be shown, for example, on a confrontation of the total and Internet population of the Czech Republic, the total and Internet population of the Czech households, etc. Representation of the population through an online panel may cause bias, depending on how the panel is created. A relatively new source of error in an online survey is the existence of “professional” respondents. The sampling method from a population or an online panel can lead to the emergence of such a sample that is not representative and does not allow inference to the population at all, or only in a very limited way. Even probability sampling, however, can be problematic if it is affected by a higher rate of non-responses. The aim of this paper is to summarise the possible sources of bias associated with any sample survey, but also to draw attention to those that are relatively new and are associated with the implementation of just quantitative surveys online.

  3. customer satsisfaction survey of omena hotel

    OpenAIRE

    Akinola, Ebenezer

    2013-01-01

    The bachelor’s thesis examines the importance of customer satisfaction via customers’ opinions. The objective of the thesis is to measure the level of satisfaction of Customers in Omena hotels in Helsinki region. The research exposes the expectation of customers that could assist the Omena hotels to upgrade their IT-enabled business operational services. The theory part of this thesis covers the concept of customer satisfaction, customer service and service quality dimensions. The empiri...

  4. Tailoring online retail strategies to increase customer satisfaction and loyalty

    OpenAIRE

    Souitaris, V.; Balabanis, G.

    2007-01-01

    This paper examines how online retailers can combine their strategies on differentiation and market scope (segmentation) to increase customer satisfaction and loyalty. Drawing on a sample of UK grocery e-buyers, the authors classified e-shoppers as either goal-oriented or experiential, and empirically assessed the impact of a number of possible differentiation strategies on the satisfaction and loyalty of each shopper segment. The results show that differentiation based on customisation, prod...

  5. The Impact of Price upon Online Customer Shopping Behaviour

    OpenAIRE

    張,巧韵

    2010-01-01

    This research aims to understand how price influences online consumer decision-making when purchasing tourism products through websites in Taiwan. In-depth company and consumer interviews were carried out to gain insights into customer perceptions of price. Companies such as travel agencies,computer reservation systems, hotel reservation systems and academics are embedded in this study in order to capture a holistic picture.

  6. The effects of online shopping on the customer loyalty

    Directory of Open Access Journals (Sweden)

    Hamideh Afrashteh

    2014-09-01

    Full Text Available This paper investigates the use of Online Shopping as one of electronic marketing techniques as well as the effect of applying this shopping method and marketing on customer loyalty in Iran. The variables are extracted according to the review of literature and studies conducted in the field of shopping through cyberspace. A questionnaire is designed by applying these variables and distributed among a sample of service providers and users after testing its reliability and validity. Performing the statistical tests on the results of investigation led to the identification of effective factors. In addition, another questionnaire is distributed according to the obtained components in order to achieve a structural model for the impact of components on the customer loyalty. The structural equation modeling (SEM is designed to learn the impact of obtained components on customer loyalty as a basis influencing on the survival of business space using SEM method. The study identified different components affected by utilization of online shopping websites including comprehensive information system, system development, choice power, viability and system optimization.

  7. Determinants of Customers Behavior in Online Group Buying Markets of the Western Balkans Countries

    OpenAIRE

    Anida Zahirovic Suhonjic

    2014-01-01

    The field of this research is a specific part of electronic commerce called group buying on the Internet or online group buying in terms of theoretical assumptions and key determinants of customers behavior in online group buying. The basic theoretical concepts of customers decision making in online group buying are analyzed: social exchange theory, equity theory and heuristic model. The basic characteristics of competitive environment are established and customer behavior in online group buy...

  8. Why people continue to play online games: in search of critical design factors to increase customer loyalty to online contents.

    Science.gov (United States)

    Choi, Dongseong; Kim, Jinwoo

    2004-02-01

    As people increasingly play online games, numerous new features have been proposed to increase players' log-on time at online gaming sites. However, few studies have investigated why people continue to play certain online games or which design features are most closely related to the amount of time spent by players at particular online gaming sites. This study proposes a theoretical model using the concepts of customer loyalty, flow, personal interaction, and social interaction to explain why people continue to play online network games. The study then conducts a large-scale survey to validate the model. Finally, it analyzes current online games to identify design features that are closely related to the theoretical concepts. The results indicate that people continue to play online games if they have optimal experiences while playing the games. This optimal experience can be attained if the player has effective personal interaction with the system or pleasant social interactions with other people connected to the Internet. Personal interaction can be facilitated by providing appropriate goals, operators and feedback; social interaction can be facilitated through appropriate communication places and tools. This paper ends with the implications of applying the study results to other domains such as e-commerce and cyber communities.

  9. A Novel Software Tool to Generate Customer Needs for Effective Design of Online Shopping Websites

    Directory of Open Access Journals (Sweden)

    Ashish K. Sharma

    2016-03-01

    Full Text Available —Effective design of online shopping websites is the need of the hour as design plays a crucial role in the success of online shopping businesses. Recently, the use of Quality Function Deployment (QFD has been reported for the design of online shopping websites. QFD is a customer driven process that encompasses voluminous data gathered from customers through several techniques like personal interview, focus groups, surveys etc. This massive, unsorted and unstructured data is required to be transformed into a limited number of structured information to represent the actual Customer Needs (CNs which are then utilized in subsequent stages of QFD process. This can be achieved through brainstorming using techniques like Affinity Process. However, integrating the Affinity Process within QFD is tedious and time consuming and cannot be dealt with manually. This generates a pressing need for a software tool to serve the purpose. Moreover, the researches carried out so far have focused on QFD application, post the generation of CNs. Also, the available QFD softwares lack the option to generate CNs from collected data. Thus, the paper aims to develop a novel software tool that integrates Affinity Process with QFD to generate customers‘ needs for effective design of online shopping websites. The software system is developed using Visual Basic Dot Net (VB.Net that integrates a MS-Access database.

  10. 77 FR 36568 - Proposed Information Collection; Comment Request: Generic Customer Satisfaction Surveys

    Science.gov (United States)

    2012-06-19

    ... URBAN DEVELOPMENT Proposed Information Collection; Comment Request: Generic Customer Satisfaction... information: Title of Proposal: Generic--Customer Satisfaction Surveys. OMB Control Number, if applicable... our customers. HUD will conduct various customer satisfaction surveys to gather feedback and...

  11. Consumer-Based Virtual Brand Personality (CBVBP), Customer Satisfaction and Brand Loyalty in the Online Banking Industry

    OpenAIRE

    Ong Khian Sin; Bang Ngyuen; Syed Alwi, SF

    2016-01-01

    Purpose The present research develops and tests a consumer-based virtual brand personality (CBVBP) concept by examining its sub-dimensions in the context of online banking, thus extending existing brand personality research. In addition, it examines the relationship between consumer-based virtual brand personality with customer satisfaction and brand loyalty. Design/ Methodology/ Approach A survey method was employed and data were collected from 219 online banking users in Malaysia. A ser...

  12. Determinants of Customer Continuance Intention of Online Shopping

    Directory of Open Access Journals (Sweden)

    Al-maghrabi, T.

    2011-01-01

    Full Text Available The purpose of this study is to clarify theory and identify factors that could explain the level of continuance intention of e-shopping. A revised technology acceptance model integrates expectation confirmation theory and investigates effects of age differences. An online survey of internet shoppers in Saudi Arabia. Structural equation modelling and invariance analysis confirm model fit. The findings confirm that perceived usefulness, enjoyment and social pressure are determinants of e-shopping continuance. The structural weights are mostly equivalent between young and old but the regression path from perceived usefulness to social pressure is stronger for younger respondents. This research moves beyond e-shopping intentions to factors affecting e-shopping continuance, explaining 55% of intention to continue shopping online. Online strategies cannot ignore direct and indirect effects on continuance intentions. The findings contribute to literature on internet shopping and continuance intentions in the context of Saudi Arabia.

  13. 78 FR 21008 - Proposed Information Collection (NCA Customer Satisfaction Surveys (Headstone/Marker) Activity...

    Science.gov (United States)

    2013-04-08

    ... AFFAIRS Proposed Information Collection (NCA Customer Satisfaction Surveys (Headstone/Marker) Activity... solicits comments on the burden estimates relating to customer satisfaction surveys involving the National... information technology. Title: Generic Clearance for NCA, and IG Customer Satisfaction Surveys. OMB...

  14. Final report : Calgary Transit customer satisfaction survey 2005

    Energy Technology Data Exchange (ETDEWEB)

    NONE

    2006-02-15

    This survey was conducted to measure the customer satisfaction of Calgary Transit users and gather information for further service improvements. The survey was conducted by telephone with a total of 500 current customers, and results were compared with previous surveys. The average number of trips per week among regular customers was 7.6, the lowest over the past 6 years. Twenty-six per cent of customers used the service more frequently due to higher gas prices, lack of a vehicle and the higher frequency of services. While most customers used buses, there was an increase in train usage in 2005, which was attributed to an increase in service frequency. Customers typically reported travelling during rush hour periods. Transit customers assigned a global score of 8.2 for service quality satisfaction and loyalty, which was consistent with previous scores. Seventy-two per cent of customers rated service quality as excellent or good. Approximately 1 in 5 customers perceived Calgary Transit to have improved over the previous year. Nearly half of the customers identified themselves as committed users of the service compared to other transportation methods, and most customers stated that having more service during peak hours and in new communities should be priorities. Sixty-four per cent of respondents supported fare increases to fund service additions. It was concluded that there was a significant increase in overall transit use in 2005, which may have been due to its perceived convenience and the influence of economic factors. It was noted that the increase has not affected customers' perceptions of service performance. 8 tabs., 9 figs.

  15. 2001 FEMP customer survey study report: April 2002

    Energy Technology Data Exchange (ETDEWEB)

    Hall, Nicholas P. [Sandia National Lab. (SNL-NM), Albuquerque, NM (United States); Talerico, Thomas P. [Sandia National Lab. (SNL-NM), Albuquerque, NM (United States); Reed, John H. [Sandia National Lab. (SNL-NM), Albuquerque, NM (United States); Riggert, Jeff [Sandia National Lab. (SNL-NM), Albuquerque, NM (United States); Oh, Andrew [Sandia National Lab. (SNL-NM), Albuquerque, NM (United States); Jordan, Gretchen [Sandia National Lab. (SNL-NM), Albuquerque, NM (United States)

    2002-04-01

    This summary presents the key findings and recommendations from the 2001 FEMP customer survey. The key findings presented in this summary are a condensed presentation of the more detailed findings presented in each of the chapters.

  16. Customer's Perceptions and Intentions on Online Travel Service Delivery: An Empirical Study in China

    Science.gov (United States)

    Li, Hongxiu; Suomi, Reima

    With the wide adoption of e-commerce in travel and tourism industry, the Internet has become an important travel service delivery channel, and traditional travel agency has been under severe disintermediation threat. This paper reports on a survey conducted to explore the Chinese consumer's current usage of the Internet as the channel to search travel information and to book travel services. It also investigates customer's future intentions on using the Internet to book travel services. This paper aims to examine whether there are difference between different consumer segments in terms of gender and age, and to find the hypothesis of disintermediation or intermediation in travel industry. The results indicates that online travel service delivery has grown as a popular direct distribution channel in travel industry, but more of the customers still turn to the traditional travel agencies, which support both the disintermediation and intermediation in travel industry. The results also reveal that online travel services provided by travel service providers still need to be improved since the number of online bookers is declined. This paper concludes by discussing the limitation of this study and highlighting areas for the future research in online travel service field.

  17. Classification of Customer Satisfaction Attributes: An Application of Online Hotel Review Analysis

    OpenAIRE

    Dong, Jian; Li, Hongxiu; Zhang, Xianfeng

    2014-01-01

    Part 3: Digital Business; International audience; With the wide penetration of Internet, online hotel reviews have become popular among travellers. Online hotel reviews also reflect customer satisfaction with hotel services. In this study we use online hotel reviews to classify the attributes of customer satisfaction with hotel services. The empirical data was collected via Daodao.com, the Chinese affiliated brand of online travel opinion website tripadvisor.com. Based on text mining and cont...

  18. Measuring customer satisfaction using SERQUAL survey

    OpenAIRE

    Ardeshir Tajzadeh Namin; Niko Pilevary; Aidin Tajzadeh Namin

    2012-01-01

    The focus of this research is on assessing the quality of services of Tehran’s Saman bank and the available gap between customer’s expectation and perception. Also the relationship between customer’s satisfaction and each dimension of service quality (ie: reliability, tangibility, responsiveness, assurance and empathy) and ranking them accordingly, is investigated. The statistical population of this research is consisted of Tehran’s Saman bank customers. The research methods of this study are...

  19. Offering online recommendations with minimum customer input through conjoint-based decision aids

    NARCIS (Netherlands)

    De Bruyn, Arnaud; Liechty, John C.; Huizingh, Eelko K. R. E.; Lilien, Gary L.

    2008-01-01

    In their purchase decisions, online customers seek to improve decision quality while limiting search efforts. In practice, many merchants have understood the importance of helping customers in the decision-making process and provide online decision aids to their visitors. In this paper, we show how

  20. 77 FR 61777 - Notice of Submission of Proposed Information Collection to OMB Generic Customer Satisfaction Surveys

    Science.gov (United States)

    2012-10-11

    ... customer satisfaction surveys to gather feedback and data directly from our customers to determine the kind... lists the following information: Title of Proposed: Generic Customer Satisfaction Surveys. OMB Approval... this data directly from our customers. HUD will conduct various customer satisfaction surveys to...

  1. Parent Satisfaction and Information (A Customer Satisfaction Survey).

    Science.gov (United States)

    Tuck, Kathy D.

    The District of Columbia public schools sought to obtain an index of "customer satisfaction" from its parents through a study designed to examine their perceptions of their children's schools and school experiences. A survey was developed and pilot tested to ensure content validity and reliability. The survey focused on five areas: (1)…

  2. Online Service Quality and Customer Satisfaction: A case study of Bank Islam Malaysia Berhad

    OpenAIRE

    Ahmed, Khalil

    2011-01-01

    Online banking can provide a reliable service to the customers for which make them happy. Online banking service is a comparative advantage and can improve relationship with customers. The purpose of this study is to understand the impact of E-SERVQUAL model on customer satisfaction in Bank Islam Malaysia Brhd (BIMB). Four service quality dimensions namely tangibles, reliability, responsiveness, assurance, and empathy have been established based on the SERVQUAL model modified by Han and Beak ...

  3. 78 FR 38809 - Agency Information Collection (NCA Customer Satisfaction Surveys (Headstone/Marker)) Activity...

    Science.gov (United States)

    2013-06-27

    ... AFFAIRS Agency Information Collection (NCA Customer Satisfaction Surveys (Headstone/Marker)) Activity....'' SUPPLEMENTARY INFORMATION: Title: Generic Clearance for NCA, and IG Customer Satisfaction Surveys. OMB Control... 12862, Setting Customer Service Standards, requires Federal agencies and Departments to identify...

  4. 77 FR 20887 - Proposed Information Collection (National Acquisition Center Customer Response Survey) Activity...

    Science.gov (United States)

    2012-04-06

    ... solicits comments on the information needed to measure customer satisfaction with delivered products and... AFFAIRS Proposed Information Collection (National Acquisition Center Customer Response Survey) Activity...: Department of Veterans Affairs (VA) National Acquisition Center Customer Response Survey, VA Form 0863....

  5. Social communication : the impact of online customer reviews on purchase intention

    OpenAIRE

    Johansen, Kai Vegard; Hovland, Filip Lundberg

    2013-01-01

    Consumer-generated product reviews have proliferated online. Driven by the notion that customers’ decision to purchase a product is influenced by the information they obtain from online customer reviews, this thesis examines the impact of online customer reviews on purchase intention. To do so, the research integrates traditional communication theories, in particular social communication by Hovland (1948), with the Elaboration Likelihood Model (ELM) to build a theoretical model. Importantly, ...

  6. Customer Representatives As Part-Time Marketers Of Online Services : Case: Tapiola General Mutual Insurance Company

    OpenAIRE

    Niemelä, Jere

    2011-01-01

    The empirical study that this thesis is based on was ordered to be conducted by Tapiola General Mutual Insurance Company, a Finnish customer-owned insurance company that offers its customers general insurance. The purpose of this thesis is to determine the current online services-related competence of customer representatives working at Tapiola General’s customer interface, namely at the company’s branch offices and its contact center. There is great demand within Tapiola General for a b...

  7. "Why should I believe this?" Deciphering the qualities of credible online customer reviews

    OpenAIRE

    Clare, CJ; Wright, G; Paucar Caceres, A; Sandiford, P

    2016-01-01

    Online customer reviews have been shown to have a powerful impact on the sales of a given product or service. However, the qualities of a ‘credible’ online customer review are still subject to debate. Existing research has highlighted the potential influence of a range of factors on the credibility of an online customer review, but relies heavily on quantitative methods and a ‘top down’ approach. In turn, this can reduce our understanding of the influence of these factors into merely discerni...

  8. 75 FR 3539 - Agency Information Collection (NCA Customer Satisfaction Surveys (Headstone/Marker)) Activity...

    Science.gov (United States)

    2010-01-21

    ... AFFAIRS Agency Information Collection (NCA Customer Satisfaction Surveys (Headstone/Marker)) Activity.... National Cemetery Administration Mail Surveys a. Next of Kin National Customer Satisfaction Survey (Mail to... National Customer Satisfaction Survey (Mail to 5,000 respondents/30 minutes per survey) = 2,500 hours. ]...

  9. 75 FR 65040 - Submission for Review: Customer Satisfaction Surveys, OMB Control No. 3206-0236

    Science.gov (United States)

    2010-10-21

    ... MANAGEMENT Submission for Review: Customer Satisfaction Surveys, OMB Control No. 3206-0236 AGENCY: U.S... on a revised information collection request (ICR) 3206-0236, Customer Satisfaction Surveys. As... customers to evaluate our performance in providing services. Customer satisfaction surveys are...

  10. Investigating Factors Influencing Customer Online Buying Satisfaction In Gauteng, South Africa

    OpenAIRE

    Sharon Rudansky-Kloppers

    2014-01-01

    Online shopping has increased significantly worldwide in the last few years. South Africa is no exception, but although this country has experienced an increase in online shopping, it seems to lag behind the rest of the world where this development is concerned. Research into the factors which influence customer online shopping satisfaction is thus imperative in order for South African retailers to develop the correct strategies for online sales. With this information, they can convert potent...

  11. Customer satisfaction survey with clinical laboratory and phlebotomy services at a tertiary care unit level.

    Science.gov (United States)

    Koh, Young Rae; Kim, Shine Young; Kim, In Suk; Chang, Chulhun L; Lee, Eun Yup; Son, Han Chul; Kim, Hyung Hoi

    2014-09-01

    We performed customer satisfaction surveys for physicians and nurses regarding clinical laboratory services, and for outpatients who used phlebotomy services at a tertiary care unit level to evaluate our clinical laboratory and phlebotomy services. Thus, we wish to share our experiences with the customer satisfaction survey for clinical laboratory and phlebotomy services. Board members of our laboratory designed a study procedure and study population, and developed two types of questionnaire. A satisfaction survey for clinical laboratory services was conducted with 370 physicians and 125 nurses by using an online or paper questionnaire. The satisfaction survey for phlebotomy services was performed with 347 outpatients who received phlebotomy services by using computer-aided interviews. Mean satisfaction scores of physicians and nurses was 58.1, while outpatients' satisfaction score was 70.5. We identified several dissatisfactions with our clinical laboratory and phlebotomy services. First, physicians and nurses were most dissatisfied with the specimen collection and delivery process. Second, physicians and nurses were dissatisfied with phlebotomy services. Third, molecular genetic and cytogenetic tests were found more expensive than other tests. This study is significant in that it describes the first reference survey that offers a survey procedure and questionnaire to assess customer satisfaction with clinical laboratory and phlebotomy services at a tertiary care unit level.

  12. Situation Survey and Developing Advices of Village Customer Online Shopping:Based on Research from Zhangji Town, Wanbei%农村消费者网络购物情况调查及完善建议——基于皖北农村张集镇的调查

    Institute of Scientific and Technical Information of China (English)

    汤祥; 刘丽辉

    2016-01-01

    The online shopping in China frame has a big market. But the poor infrastructure conditions, big quantity of troubles coming from the online shopping progress and other issues restrict the fast development of village online shopping market in China. Through the practical survey to the villager online shopping from Zhangji, Wanbei, we get the anaysis about present situation and problems of China countryside internet buying market and give the advices that we should improve the related gobernment departments, online supliers, logistics corporations and the altitude of customers so that village online shopping market can get consummate.%我国农村网络购物市场前景广阔,但是目前我国农村较落后的配套基础条件、网络购物中出现的较多问题等制约着我国农村网络购物市场的快速发展.通过对皖北农村张集镇村民网络购物方面的实地调查,本文分析了目前我国农村网络购物市场的现状、问题等,并提出促进我国农村网络购物市场快速发展,应从有关政府部门、网络商家、物流公司及农村消费者自身角度多方面去完善.

  13. CUSTOMIZATION IN THE MANUFACTURING INDUSTRY: SURVEY RESULTS IN SOUTHEASTERN BRAZIL

    Directory of Open Access Journals (Sweden)

    Alexandre Reis Graeml

    2009-12-01

    Full Text Available This paper discusses the advantage of using kanban, postponement, modularization, just-in-time, production sequencing, milk-run and cross-docking by companies that intend to increase their flexibility, agility and reliability in order to support web-based businesses. It presents the results of a survey carried out with more than 600 manufacturing companies in the state of Sao Paulo, Brazil, and evaluates the changes that are taking place in operations, in order to make companies better suited to provide customized products, which are made to meet the individual requirements of each customer.

  14. CUSTOMIZATION IN THE MANUFACTURING INDUSTRY: SURVEY RESULTS IN SOUTHEASTERN BRAZIL

    Directory of Open Access Journals (Sweden)

    Alexandre Reis Graeml

    2010-01-01

    Full Text Available This paper discusses the advantage of using kanban, postponement, modularization, just-in-time, production sequencing, milk-run and cross-docking by companies that intend to increase their flexibility, agility and reliability in order to support web-based businesses. It presents the results of a survey carried out with more than 600 manufacturing companies in the state of Sao Paulo, Brazil, and evaluates the changes that are taking place in operations, in order to make companies better suited to provide customized products, which are made to meet the individual requirements of each customer.

  15. Understanding the Impact of Online Reviews on Customer Choice: A Probability Discounting Approach

    OpenAIRE

    Fagerstrøm, A; Ghinea, G; Sydnes, L

    2016-01-01

    This study uses the concept of probability discounting to understand the impact of online customer reviews on consumer choice. Probability discounting describes how the subjective value of an outcome alters when its delivery shifts from certain to uncertain. An experimental study with 29 participants was conducted. Participants were run through an online shopping scenario where they had to choose whether to buy a product from a Web shop with customer reviews on reliability or from a Web shop ...

  16. Factors Influencing Customer Satisfaction and E-Loyalty: Online Shopping Environment among the Young Adults

    Directory of Open Access Journals (Sweden)

    Izyan Hizza Bt. HILA LUDIN

    2014-12-01

    Full Text Available According to Internet World Stats (2012 about 60.7% of the total population in Malaysia uses the Internet and about more than 11 million people out of that number are young adults. From business and marketing perspectives, according to Nelson (2012, satisfied customers tend to share their experiences about a company or business to other people. Thus, this study aims to examine the factors influencing customer satisfaction, and how customer satisfaction subsequently affects e-loyalty towards online shopping among young adults. A convenience sampling of 193 responses were collected throughout the Klang Valley and it took about three months to complete the whole process of data collection and analyses. In addition, questionnaire survey method was used to collect data from the respondents. All the data gained were analysed by various statistical methods in Statistical Package for the Social Science (SPSS. The reliability of the data was verified via reliability analysis. Furthermore, descriptive analysis was used to describe the basic features of the data in the study; and regression analysis was adopted to test the hypothesised relationships among the variables. Findings show that only e-service quality and information quality have effects on customer’s satisfaction. It was also found that customer’s satisfaction does positively impact e-loyalty. On the other hand, the findings reveal that website design and security were insignificant towards customer’s satisfaction. Overall, the findings of this study would help marketers to formulate and implement effective online marketing strategies, as well as in the decision making process.

  17. Design Context Aware Activity Recommender System for Iranian Customer Mind Activism in Online Shopping

    Directory of Open Access Journals (Sweden)

    Saber Pahlavan

    2013-11-01

    Full Text Available E-commerce has made life simple and innovative of individuals and groups. Nowadays, social networks are widely used by everyone. So, it is necessary to do appropriate and situation aware activities in these networks to gain benefits, In this research, a context aware recommender system has modeled for using in social networks focus on Iranian customer mind activism in online shopping. This system makes its recommendations for user based on behavior and activities of her friends in the same situation in social network. In other word, this modeled recommender system uses collaborative filtering algorithm. All the connections of user in social network, containing direct and indirect, are considered for recommending by recommender system; but, based on connection type and its distance to user, proportional factor is assigned. On the other, In this research we study the consumer behavior in online shopping of electronics especially in Iran. Primary data was collected through the questionnaire survey and by emails from personal contacts in two major cities of Iran. Price, time saving and convenience were identified as important factors which lead to certain buying behavior in online shopping.

  18. 1997 Customer Satisfaction Survey Report: How Do We Measure Up? Technical Report. Survey Report, 1997.

    Science.gov (United States)

    Thurgood, Lori; Fink, Steven; Bureika, Rita; Scott, Julie; Salvucci, Sameena

    The 1997 National Center for Education Statistics (NCES) Customer Satisfaction survey was conducted to find out whether the NCES as an agency was responding to the needs of customers and to identify areas for improvement. Federal, state, and local education officials and academic researchers were asked about their satisfaction with NCES products…

  19. Improving Survey Response Rates in Online Panels

    DEFF Research Database (Denmark)

    Pedersen, Mogens Jin; Nielsen, Christian Videbæk

    2016-01-01

    experiment among 6,162 members of an online survey panel, this article shows how low-cost incentives and cost-free text appeal interventions may impact the survey response rate in online panels. The experimental treatments comprise (a) a cash prize lottery incentive, (b) two donation incentives equating......Identifying ways to efficiently maximize the response rate to surveys is important to survey-based research. However, evidence on the response rate effect of donation incentives and especially altruistic and egotistic-type text appeal interventions is sparse and ambiguous. By a randomized survey...... survey response with a monetary donation to a good cause, (c) an egotistic-type text appeal, and (d) an altruistic-type text appeal. Relative to a control group, we find higher response rates among the recipients of the egotistic-type text appeal and the lottery incentive. Donation incentives yield lower...

  20. 5 tips for connecting with prospective customers online

    National Research Council Canada - National Science Library

    Paul Gillin

    2010-01-01

      Marketers are turning to social media channels because of their low cost, novelty and opportunity to engage customers on a more meaningful level than they can achieve with conventional marketing...

  1. 77 FR 21086 - Patents External Quality Survey (formerly Customer Panel Quality Survey)

    Science.gov (United States)

    2012-04-09

    ... United States Patent and Trademark Office Patents External Quality Survey (formerly Customer Panel Quality Survey) ACTION: Proposed collection; comment request. SUMMARY: The United States Patent and...@uspto.gov . Include ``0651- 0057 Patents External Quality Survey comment'' in the subject line of...

  2. What Are They Doing and What Do They Want: The Library Spaces Customer Survey at Edmonton Public Library

    Directory of Open Access Journals (Sweden)

    Beth Wortman

    2012-12-01

    Full Text Available As part of its Library Spaces Business Plan initiative, for four weeks in early 2012 Edmonton Public Library (EPL conducted a survey of its customers about how they use the library’s spaces and what they want from their library spaces. Using both print and online versions, the survey received 1517 responses which collected both quantitative and qualitative data. Findings revealed the ongoing importance of collections and quiet in library spaces, as well as the growing importance of providing social and group space in the library. Results of the survey indicate EPL’s customers do not consider the spaces a separate aspect from the collections and services the library provides. The results of the survey also emphasized the importance of regularly consulting with customers about library spaces to ensure the spaces continue to fulfill their needs as the role of the library, and the space needs associated with it, evolve.

  3. 75 FR 35093 - Submission for Review: Customer Satisfaction Surveys, OMB Control No. 3206-0236.

    Science.gov (United States)

    2010-06-21

    ... MANAGEMENT Submission for Review: Customer Satisfaction Surveys, OMB Control No. 3206-0236. AGENCY: U.S... on a revised information collection request (ICR) 3206-0236, Customer Satisfaction Surveys. As... performance in providing services. Customer satisfaction surveys are valuable tools to gather information...

  4. 78 FR 56229 - Information Collection; DigitalGov Customer Satisfaction Survey

    Science.gov (United States)

    2013-09-12

    ... ADMINISTRATION Information Collection; DigitalGov Customer Satisfaction Survey AGENCY: Office of Citizen Services... regarding the DigitalGov Web site Customer Satisfaction Survey. DATES: Submit comments on or before November... Customer Satisfaction Survey by any of the following methods: Regulations.gov :...

  5. Energy Efficiency and Renewable Energy Network (EREN): Customer satisfaction survey

    Energy Technology Data Exchange (ETDEWEB)

    Anderson, A.V. [Information International Associates, Inc., Oak Ridge, TN (United States); Henderson, D.P. [Dept. of Energy, Oak Ridge, TN (United States). Office of Scientific and Technical Information

    1996-04-22

    The Energy Efficiency and Renewable Energy Network (EREN) Customer Satisfaction Survey was developed and executed in support of EREN`s continuous quality improvement (CQI) plan. The study was designed to provide information about the demographic make up of EREN users, the value or benefits they derive from EREN, the kinds and quality of services they want, their levels of satisfaction with existing services, their preferences in both the sources of service and the means of delivery, and to provide benchmark data for the establishment of continuous quality improvement measures. The survey was performed by soliciting voluntary participation from members of the EREN Users Group. It was executed in two phases; the first being conducted by phone using a randomly selected group; and the second being conducted electronically and which was open to all of the remaining members of the Users Group. The survey results are described.

  6. Are "Legal Highs" users satisfied? Evidence from online customer comments.

    Science.gov (United States)

    Bruneel, Christophe-Alain; Lakhdar, Christian Ben; Vaillant, Nicolas G

    2014-03-01

    This article describes the results of a clustering analysis of more than 2,100 comments posted by online purchasers of "Legal Highs" on five websites in 2012. The aim is to investigate the reasons for satisfaction/dissatisfaction on the part of legal highs users. Our results show that the reasons for satisfaction depend on the price/quality ratio and the real effects of the product (compared to illicit drugs). Dissatisfaction seems to stem from the disparity between the advertising of the product and its real quality. We conclude that online purchasers are certainly illicit drug users who consider legal highs as substitution products.

  7. Boost customer loyalty with online support: the case of mobile telecoms providers

    OpenAIRE

    van Riel, A.C.R.; Liljander, V.M.; Lemmink, J.G.A.M.; Streukens, A.C.P.

    2003-01-01

    The paper explores the effect of customer satisfaction with online supporting services on loyalty to providers of an offline core service. Supporting services are provided to customers before, during, or after the purchase of a tangible or intangible core product, and have the purpose of enhancing or facilitating the use of this product. The internet has the potential to dominate all other marketing channels when it comes to the interactive and personalised communication that is considered qu...

  8. Boost Customer Loyalty With Online Support: The Case Of Mobile Telecomms Providers

    OpenAIRE

    Riel Allard C.R. van; Streukens Sandra; Lemmink Jos; Liljander Veronica

    2003-01-01

    The paper explores the effect of customer satisfaction with online supporting services on loyalty to providers of an offline core service. Supporting services are provided to customers before, during or after the purchase of a tangible or intangible core product, and have the purpose of enhancing or facilitating the use of this product. The Internet has the potential to dominate all other marketing channels when it comes to the interactive and personalized communication that is considered qui...

  9. Improving The Performance of Customer Loyalty of Online Ticketing in Indonesia's Showbiz Industry

    Science.gov (United States)

    Dachyar, M.; Athory, E. S.

    2015-06-01

    Currently the entertainment industry is adopting online ticketing for supporting business from main products to profitability improvement. E-loyalty needs to be examined because are deals with less loyal customer characteristic. The sample are 249 customers whom have purchased for tickets online at least once. Data was gathered by questionnaires and analyzed by Path Analysis and Importance - Performance Analysis. The findings of the research indicate that satisfaction has the strongest relationship to e-loyalty. This study provides four improvement alternatives as a form of new business development strategy for showbiz industry in Indonesia.

  10. 78 FR 60020 - Proposed Collection: Comment Request for Voluntary Customer Satisfaction Surveys

    Science.gov (United States)

    2013-09-30

    ... Bureau of the Fiscal Service Proposed Collection: Comment Request for Voluntary Customer Satisfaction... Customer Satisfaction Survey. DATES: Written comments should be received on or before November 30, 2013 to...: Title: Voluntary Customer Satisfaction Survey to Implement Executive Order 12862 OMB Number:...

  11. Optimization Analysis of Supply Chain Resource Allocation in Customized Online Shopping Service Mode

    Directory of Open Access Journals (Sweden)

    Jianming Yao

    2015-01-01

    Full Text Available For an online-shopping company, whether it can provide its customers with customized service is the key to enhance its customers’ experience value and its own competence. A good customized service requires effective integration and reasonable allocation of the company’s supply chain resources running in the background. Based on the analysis of the allocation of supply chain resources in the customized online shopping service mode and its operational characteristics, this paper puts forward an optimization model for the resource allocation and builds an improved ant algorithm to solve it. Finally, the effectiveness and feasibility of the optimization method and algorithm are demonstrated by a numerical simulation. This paper finds that the special online shopping environments lead to many dynamic and uncertain characters of the service demands. Different customized service patterns and their combination patterns should match with different supply chain resource allocations. The optimization model not only reflects the required service cost and delivery time in the objective function, but also considers the service scale effect optimization and the relations of integration benefits and risks. The improved ant algorithm has obvious advantages in flexibly balancing the multiobjective optimizations, adjusting the convergence speed, and adjusting the operation parameters.

  12. Assessing the Need for Printed and Online Documentation: A Study of Customer Preference and Use.

    Science.gov (United States)

    Smart, Karl L.; Whiting, Matthew E.; DeTienne, Kristen Bell

    2001-01-01

    Explores the design option of channel choice or medium selection (delivering information in print or electronic form) and reports the results of two studies that examine customers' preferences and use of printed manuals and online help, common documents used in the computer software industry. Finds that users prefer different types of…

  13. A Study on the Interrelations between the Security-Related Antecedents of Customers' Online Trust

    Science.gov (United States)

    Peikari, Hamid Reza

    Despite the wide attention of previous studies to explore the influence of different security-related factors on customers' online trust, the interrelations between such factors and their direct and indirect influences on customers' trust have been neglected. This study investigates the direct and indirect interrelations between the factors authentication, encryption, technical protection and externally provided assurances including third party security and privacy seals with customers' trust in the business-to-customer (B2C) environment. The data was collected from 238 respondents and after the test of reliability and validity of the scale, the hypotheses were tested using structural equation modeling. The results showed that customers' perception of encryption and authentication mechanisms implemented by a Website have a positive significant influence on their perceived technical protection while technical protection was found to significantly influence customers' trust to the Website. However, the analysis did not find any relation between the third party assurance and customers' trust, indicating that despite the high expenses companies involve to obtain such assurances from reputed third parties, such mechanisms and assurances do not have any direct or indirect significant influence on customers' trust; which raises questions on the value of such mechanisms .finally, after discussing the findings and implication of this study for both academic and business worlds, suggestions for future studies were made to have a better understanding of the dimensions of the interrelations between the security-related factors.

  14. Impact of online channel use on customer revenues and costs to serve : Considering product portfolios and self-selection

    NARCIS (Netherlands)

    Gensler, S.; Leeflang, P.S.H.; Skiera, B.

    2012-01-01

    Developing a strategy for online channels requires knowledge of the effects of customers' online use on their revenue and cost to serve, which ultimately influence customer profitability. The authors theoretically discuss and empirically examine these effects. An empirical study of retail banking cu

  15. Customer satisfaction survey to improve the European cystic fibrosis external quality assessment scheme.

    Science.gov (United States)

    Berwouts, Sarah; Dequeker, Elisabeth

    2011-08-01

    The Cystic Fibrosis European Network, coordinated from within the Katholieke Universiteit Leuven, is the provider of the European cystic fibrosis external quality assessment (EQA) scheme. The network aimed to seek feedback from laboratories that participated in the cystic fibrosis scheme in order to improve services offered. In this study we analysed responses to an on-line customer satisfaction survey conducted between September and November 2009. The survey was sent to 213 laboratories that participated in the cystic fibrosis EQA scheme of 2008; 69 laboratories (32%) responded. Scores for importance and satisfaction were obtained from a five-point Likert scale for 24 attributes. A score of one corresponded to very dissatisfied/very unimportant and five corresponded to very satisfied/very important. Means were calculated and placed in a two-dimensional grid (importance-satisfaction analysis). Means were subtracted from each other to obtain gap values (gap-analysis). No attribute had a mean score below 3.63. The overall mean of satisfaction was 4.35. Opportunities for improvement enclosed clarity, usefulness and completeness of the general report and individual comments, and user-friendliness of the electronic datasheet. This type of customer satisfaction survey was a valuable instrument to identify opportunities to improve the cystic fibrosis EQA scheme. It should be conducted on a regular basis to reveal new opportunities in the future and to assess effectiveness of actions taken. Moreover, it could be a model for other EQA providers seeking feedback from participants. Overall, the customer satisfaction survey provided a powerful quality of care improvement tool.

  16. Antecedents of citizenship behaviour in online customer communities: An empirical investigation

    Directory of Open Access Journals (Sweden)

    Mercy Mpinganjira

    2016-07-01

    Full Text Available Background: Use of online communities for knowledge generation has become a common phenomenon. In order for online communities to serve as affective spaces for knowledge generation and exchange, members need to behave in ways that are in line with good citizenship. However, because of the limited research, not much is known about citizenship behaviour in such communities and the factors that foster such conduct.Objectives: This article aims to examine the performance of citizenship behaviours by members of online customer communities, and the factors that influence this.Methodology: Data were collected from 303 contributing members of online customer communities using a structured questionnaire. Structural equation modelling was used to analyse the data collected.Results: The findings show moderate levels of engagement in citizenship behaviours among the respondents. Engagement in citizenship behaviours was in general found to be influenced more by the level of affective commitment towards the community than by the perceived levels of social support. Both affective commitment and perceived social support were found to have less influence on compliant citizenship behaviour when compared with altruism and personal initiative. Affective commitment was found to influence personal initiative most strongly, while social support had its strongest influence on altruism. Conclusion: The results provide insights for managers of online customer communities into factors to which they should give attention in order to enhance the performance of citizenship behaviours.

  17. Influencing consumer engagement in online customer communities: The role of interactivity

    Directory of Open Access Journals (Sweden)

    Mercy Mpinganjira

    2016-03-01

    Full Text Available Purpose: The purpose of this article was to investigate consumer engagement in online customer communities and the influence of interactivity on it. A conceptual model linking different dimensions of interactivity and consumer engagement was proposed and tested.Rationale: The ability of managers to ensure high levels of consumer engagement depends on them gaining a good understanding of the concept, its manifestations in their context, as well as factors that influence it. This article aims at contributing to this understanding in the context of online customer communities.Methodology: The article followed a quantitative research approach. Data were collected from 303 members of online customer communities based in Gauteng, South Africa. Structural equation modelling was used to test the hypotheses proposed in the article.Findings and implications: The results showed that system-related dimensions of interactivity and human interactivity are positively associated with consumer psychological engagement. Psychological engagement was in turn found to be positively associated with behavioural engagement. The findings point to the need for managers to pay attention to system and human related interactivity if they are to influence consumer engagement levels on their sites.Originality and value of research: Little research exists on consumer engagement, resulting in limited understanding of the concept as well as its antecedents. Focusing on online customer communities, this article contributes to addressing this gap in literature. Managers of online customer communities can use the findings to monitor levels of consumer engagement on their sites and find ways of enhancing it.

  18. The Future of Organic Retailing Stores: A Customer Satisfaction Survey

    OpenAIRE

    Lüth, Dr. Maren; Spiller, Prof. Dr. Achim; Lülfs, M. Sc. Frederike

    2006-01-01

    This study analyses the impact of customer satisfaction on economic success considering as an example the organic food retail trade. In addition, the influence of customer satisfaction on customer loyalty is examined. The study is based on 885 customer interviews and an analysis of management ratios of 11 organic food shops. The results show that customer satisfaction is a relevant key to economic success. Regression analysis results show, that some 45 % of sales per m² can be explained by th...

  19. Choice, perceived control, and customer satisfaction: the psychology of online service recovery.

    Science.gov (United States)

    Chang, Chia-Chi

    2008-06-01

    Service failures and consequent recoveries have been identified as critical determinants of customer retention. Therefore, effective service recovery programs warrant further exploration, particularly in the online shopping environment, where consumers can receive immediate and tangible service recovery. The results of the present study suggest that by providing a choice of recovery options, customers' sense of control is increased, as is their satisfaction with the particular recovery efforts and their overall satisfaction with the entire service experience. Also, service importance accentuated the impact of choice on perceived control. Specifically, when the service was of greater importance, giving customers a choice of recovery options augmented customers' sense of control more than when the service was of lesser importance. The implications of the findings are also discussed.

  20. Dynamic Question Ordering in Online Surveys

    Directory of Open Access Journals (Sweden)

    Early Kirstin

    2017-09-01

    Full Text Available Online surveys have the potential to support adaptive questions, where later questions depend on earlier responses. Past work has taken a rule-based approach, uniformly across all respondents. We envision a richer interpretation of adaptive questions, which we call Dynamic Question Ordering (DQO, where question order is personalized. Such an approach could increase engagement, and therefore response rate, as well as imputation quality. We present a DQO framework to improve survey completion and imputation. In the general survey-taking setting, we want to maximize survey completion, and so we focus on ordering questions to engage the respondent and collect hopefully all information, or at least the information that most characterizes the respondent, for accurate imputations. In another scenario, our goal is to provide a personalized prediction. Since it is possible to give reasonable predictions with only a subset of questions, we are not concerned with motivating users to answer all questions. Instead, we want to order questions to get information that reduces prediction uncertainty, while not being too burdensome. We illustrate this framework with two case studies, for the prediction and survey-taking settings. We also discuss DQO for national surveys and consider connections between our statistics-based question-ordering approach and cognitive survey methodology.

  1. Customer Satisfaction Survey With Clinical Laboratory and Phlebotomy Services at a Tertiary Care Unit Level

    National Research Council Canada - National Science Library

    Koh, Young Rae; Kim, Shine Young; Kim, In Suk; Chang, Chulhun L; Lee, Eun Yup; Son, Han Chul; Kim, Hyung Hoi

    2014-01-01

    We performed customer satisfaction surveys for physicians and nurses regarding clinical laboratory services, and for outpatients who used phlebotomy services at a tertiary care unit level to evaluate...

  2. Surveying customer needs, not satisfaction, is crucial to CQI.

    Science.gov (United States)

    Koska, M T

    1992-11-05

    Experts say that understanding the differences between customer needs and customer satisfaction is crucial to hospitals' success in quality management. And hospitals on the leading edge are applying that theory to their programs.

  3. Online health information search: what struggles and empowers the users? Results of an online survey.

    Science.gov (United States)

    Pletneva, Natalia; Vargas, Alejandro; Kalogianni, Konstantina; Boyer, Célia

    2012-01-01

    The most popular mean of searching for online health content is a general search engine for all domains of interest. Being general implies on one hand that the search engine is not tailored to the needs which are particular to the medical and on another hand that health domain and health-specific queries may not always return adequate and adapted results. The aim of our study was to identify difficulties and preferences in online health information search encountered by members of the general public. The survey in four languages was online from the 9th of March until the 27th of April, 2011. 385 answers were collected, representing mostly the opinions of highly educated users, mostly from France and Spain. The most important characteristics of a search engine are relevance and trustworthiness of results. The results currently retrieved do not fulfil these requirements. The ideal representation of the information will be a categorization of the results into different groups. Medical dictionaries/thesauruses, suggested relevant topics, image searches and spelling corrections are regarded as helpful tools. There is a need to work towards better customized solutions which provide users with the trustworthy information of high quality specific to his/her case in a user-friendly environment which would eventually lead to making appropriate health decisions.

  4. Service Quality Dimensions and Customer Satisfaction with Online Services of Nigerian Banks

    OpenAIRE

    Okeke TC; Ezeh GA; Ugochukwu NOA

    2015-01-01

    This study concerns the relationship between service quality dimensions and customer satisfaction with online/ebanking services of Nigerian banks. Seven service dimensions were included in the study and they are: reliability, assurance, responsiveness, perceived risk, tangibility, security, and price. The study was based on a sample 400 respondents out of which 258 responded to the questionnaire. The seven service quality variables and the dependent variable were all measured with a number of...

  5. 78 FR 66750 - Proposed Collection; 60-Day Comment Request; Customer and Other Partners Satisfaction Surveys

    Science.gov (United States)

    2013-11-06

    ... HUMAN SERVICES National Institutes of Health Proposed Collection; 60-Day Comment Request; Customer and Other Partners Satisfaction Surveys Summary: In compliance with the requirement of Section 3506(c)(2)(A... this publication. Proposed Collection: Title: Generic Clearance for Surveys of Customers and...

  6. 78 FR 78415 - Submission for Review: Customer Service Surveys, OMB Control No. 3206-0236

    Science.gov (United States)

    2013-12-26

    ... MANAGEMENT Submission for Review: Customer Service Surveys, OMB Control No. 3206-0236 AGENCY: U.S. Office of... information collection request (ICR) 3206-0236, Customer Service Surveys. As required by the Paperwork..., Attention: PRA Officer or sent by email to pra@opm.gov . FOR FURTHER INFORMATION CONTACT: A copy of this...

  7. AN ANALYSIS ON CUSTOMER SATISFACTION, TRUST AND LOYALTY TOWARD ONLINE SHOP (A CASE STUDY OF TOKOPEDIA.COM

    Directory of Open Access Journals (Sweden)

    Ayudya Dhiranty

    2017-05-01

    Full Text Available In reference to the results of national research conducted by the Association of Internet Service Providers Indonesia (APJII in cooperation with PusKaKom UI, the number of internet users (88.1 million and its penetration (34.9% in Indonesia has gradually increased. Also, the research identifies the issues of satisfaction, trust and loyalty in online shopping. The presence of actors in e-commerce business benefits the customers to personally choose the site to shop. The strategies to keep customer satisfaction trust and loyalty on one site challenge the actors in the business. In this regard, this paper examines customer satisfaction, trust and loyalty in online shopping in reference to the Quality User Interface (UIQ, Information Quality (IQ, Perceived Security Risk (PSR and Perceived Privacy (PP variables with case studies On Tokopedia.com. The study was conducted with 211 respondents by using self-administrated questionnaires in Survey Monkey platform in Jakarta and Bogor. The data were analyzed by using Structural Equation Modeling (SEM. Thus, the results show that the variables of UIQ, IQ, PSR and PP have an influence on satisfaction and trust. The variable of satisfaction has an influence on trust. However, these variables have no direct influence on loyalty.Keywords: e-commerce, satisfaction, trust, loyalty, SEMABSTRAKHasil riset nasional yang dilakukan oleh Asosiasi Penyelenggara Jasa Internet Indonesia (APJII bekerjasama dengan PusKaKom UI, pengguna internet Indonesia (88.1 juta dan penetrasinya (34.9% mengalami peningkatan. Namun, dari riset juga ditemukan bahwa adanya isu-isu kepuasan, kepercayaan dan loyalitas dalam berebelanja online. Adanya banyak pelaku dalam bisnis ecommerce membuat konsumen memiliki keuntungan untuk memilih situs yang menjadi tempat berbelanja. Bagaimana membuat konsumen terpuaskan dan percaya sampai dengan setia pada satu situs menjadi tantangan para pelaku bisnis. Sehubungan dengan hal tersebut, tulisan ini

  8. A survey of customers of space weather information

    Science.gov (United States)

    Schrijver, C. J.; Rabanal, J. P.

    2013-09-01

    We present an analysis of the users of space weather information based on 2783 responses to an online survey among subscribers of NOAA's Space Weather Prediction Center e-mail services. The survey requested information focused on the three NOAA space weather scales: geomagnetic storms, solar radiation storms, and radio blackouts. Space weather information is most commonly obtained for reasons of human safety and continuity or reliability of operations. The information is primarily used for situational awareness, as aid to understand anomalies, to avoid impacts on current and near-future operations by implementing mitigating strategies, and to prepare for potential near-future impacts that might occur in conjunction with contingencies that include electric power outages or GPS perturbations. Interest in, anticipated impacts from, and responses to the three main categories of space weather are quite uniform across societal sectors. Approximately 40% of the respondents expect serious to very serious impacts from space weather events if no action were taken to mitigate or in the absence of adequate space weather information. The impacts of space weather are deemed to be substantially reduced because of the availability of, and their response to, space weather forecasts and alerts. Current and near-future space weather conditions are generally highly valued, considered useful, and generally, though not fully, adequate to avoid or mitigate societal impacts. We conclude that even among those receiving space weather information, there is considerable uncertainty about the possible impacts of space weather and thus about how to act on the space weather information that is provided.

  9. Analysis of customer complaints and a field research on the logistics in electronic (online shopping

    Directory of Open Access Journals (Sweden)

    Aydın Kayabaşı

    2010-06-01

    Full Text Available Logistics is a series of activities, which has a prominent role within the value chain. Logistics has become a very important means in the process of defining, constructing and transferring value within the current conditions of competition. The fact that logistic activities are developed with amendment and improvement highly affects customer satisfaction. On the other hand, managing customer complaints effectively has an important role in carrying out customer satisfaction. Providing high quality service depends on empathizing customers and evaluating activities from their aspects. The evaluation in question has two dimensions and one of them consists of customer satisfaction and another one consists of managing customer complaints effectively. Deficiencies will be able to be eliminated with the help of knowing customers’ dissatisfactions from activities and so the quality level of services will increase. In this study, it has been aimed to search for customers’ complaints on logistic activities. In accordance with this aim, content analysis and survey method have been used and the data obtained from these analyses has been analyzed. In consequence of analyses, customers’ basic complaint subjects have been determined and advices have been developed accordingly.

  10. The Means-End Approach to Understanding Customer Values of a On-Line Newspaper

    Directory of Open Access Journals (Sweden)

    André Luiz Maranhão de Souza Leão

    2007-01-01

    Full Text Available Customer value is understood as one of the constructs that best explains consumer decision making. Its proposal is to understand how consumers translate product or service characteristics and consequences of use into personal self-relevant values. The means-end theory is a way of systematically thinking in this hierarchicalrepresentation. The most commonly used method to achieve means-end chains is laddering. This theory and method were used to understand customer values of an important on-line Brazilian newspaper, which is an innovative approach, since on-line laddering is uncommon. The findings indicate that values related to goals of a personal nature are the most important ones. However, other values indicate the increase of the public man pointing to an alternative vision of what is commonly thought of as the contemporary isolated and selfish human. Academic research could benefit from a broader understanding and use of the means-end theory and laddering on the Web. Future research for managerial practices is warranted in areas such as segmentation, satisfaction measuring and customer value reevaluation, in addition to copy tests.

  11. How Can E-Services Influence On Customers' Intentions toward Online Book Repurchasing (SEM Method and TPB Model

    Directory of Open Access Journals (Sweden)

    Hossein Rezaei Dolatabadi

    2012-06-01

    Full Text Available Efficiency and effectiveness of e- commerce lead increasingly applying it by organizations in all aspects of transactions. To be strong and stable enough in today's competitive world, organizations need to improve their technological and communicational infrastructure. Nowadays, superior Electronic services can add high customer value and create competitive advantage for the organization. Therefore, providing electronic purchasing for consumers have become one of the key issues for organizations. The main aim of this study is to investigate attitude and intention toward electronic repurchasing of books, by effective factor of e-service quality, using the TPB model and structural equation modeling method (SEM. Samples of this survey are electronic buyers of books (through online book stores who have used electronic services which books sellers companies offer. The results show that e-service quality strongly affects intentions and attitudes towards repurchasing.

  12. USCIS E-Verify Customer Satisfaction Survey, January 2013

    Data.gov (United States)

    Department of Homeland Security — This report focuses on the customer satisfaction of companies currently enrolled in the E-Verify program. Satisfaction with E-Verify remains high and follows up a...

  13. THE IMPACT OF ONLINE BOOKING SYSTEMS ON CUSTOMER LOYALTY IN ROMANIA

    Directory of Open Access Journals (Sweden)

    Daniela Tatiana AGHEORGHIESEI (CORODEANU

    2011-06-01

    Full Text Available The evolution of the Internet as a distribution channel is apparent in Romania as the number of Internet users and card holders increases. This paper discusses the results of questionnaire and interview based research on the perceptions of 65 managers’ of "brick and mortar" as opposed to virtual travel agencies’ of the so-called phenomenon of"disintermediation" and its expansion or, in other words, the competitive impact of online bookings on customer loyalty and business and communication strategies used to protect themselves from its consequences. In spite of the increase by 10% of the use of Internet each year, more than half of the respondents are convinced that they can adapt their services, products and operations to retain their loyal customers.

  14. 75 FR 55585 - Proposed Collection; Comment Request; Generic Clearance for Surveys of Customers and Partners of...

    Science.gov (United States)

    2010-09-13

    ... Act of 1995, for opportunity for public comment on proposed data collection projects, the Office of... customer satisfaction input on various elements of OER's business processes. The approximately 14 (10 quantitative and 4 qualitative) customer satisfaction surveys that will be conducted under this generic...

  15. SY 2010-11 Customer Satisfaction Survey Results (Full Report). DoDEA Results

    Science.gov (United States)

    Department of Defense Education Activity, 2011

    2011-01-01

    The Department of Defense Education Activity (DoDEA) Customer Satisfaction Survey is a biennial survey administered by DoDEA to parents and students to monitor DoDEA's success in meeting students' needs. The survey is administered every other year to sponsors with children in pre-kindergarten-12th grade and to students in grades 4-12. For the…

  16. SY 2008-09 Customer Satisfaction Survey Results (Full Report). DoDEA Results

    Science.gov (United States)

    Department of Defense Education Activity, 2009

    2009-01-01

    The Department of Defense Education Activity (DoDEA) Customer Satisfaction Survey is a biennial survey administered by DoDEA to parents and students to monitor DoDEA's success in meeting students' needs. The survey is administered every other year to sponsors with children in pre-kindergarten--12th grade and to students in grades 4-12. For the…

  17. Security Risks and Protection in Online Learning: A Survey

    Directory of Open Access Journals (Sweden)

    Yong Chen

    2013-12-01

    Full Text Available This paper describes a survey of online learning which attempts to determine online learning providers’ awareness of potential security risks and the protection measures that will diminish them. The authors use a combination of two methods: blog mining and a traditional literature search. The findings indicate that, while scholars have identified diverse security risks and have proposed solutions to mitigate the security threats in online learning, bloggers have not discussed security in online learning with great frequency. The differences shown in the survey results generated by the two different methods confirm that online learning providers and practitioners have not considered security as a top priority. The paper also discusses the next generation of an online learning system: a safer personal learning environment which requires a one-stop solution for authentication, assures the security of online assessments, and balances security and usability.

  18. Customers Perception of Security Indicators in Online Banking Sites in Nigeria

    Directory of Open Access Journals (Sweden)

    Egwali Annie Oghenerukeybe

    2009-05-01

    Full Text Available Internet banking provides alternatives for faster delivery of banking services to a wider range of customers. The increasing popularity of Internet banking, have attracted th e attention of both legitimate and illegitimate online banking practices. Customers are liable to criminal activities, fraud, thefts and various other threats of similar nature. Criminals focus on stealing user's online banking credentials because the use rname and password combination is relatively easy to acquire and then relatively easy to use to fraudulently access an Internet banking account and commit financial fraud. To alert users, many banking sites are now including Security Indicators (SI to the ir sites. This paper describes a user study performed to investigate user’s perception of factors influencing the effective implementation of existing SI objectives and to evaluate the effectiveness of SI in banking web browsers using the Communication - Hum an Information Processing Model (C - HIP model, a model proposed by Wogalter in 2006 in the field of warning sciences. Findings revealed that SI are not very effective at alerting and shielding users from revealing sensitive information to spoofed sites. Th ese outcomes may help the management of banks develop effective security strategies for the future of electronic banking in Nigeria.

  19. Service Quality Dimensions and Customer Satisfaction with Online Services of Nigerian Banks

    Directory of Open Access Journals (Sweden)

    Okeke TC

    2015-12-01

    Full Text Available This study concerns the relationship between service quality dimensions and customer satisfaction with online/ebanking services of Nigerian banks. Seven service dimensions were included in the study and they are: reliability, assurance, responsiveness, perceived risk, tangibility, security, and price. The study was based on a sample 400 respondents out of which 258 responded to the questionnaire. The seven service quality variables and the dependent variable were all measured with a number of items each using seven-point Likert scale. The analysis was conducted with Multiple Linear Regression analysis (MLR and the results show that five out of the seven variables: price, security, perceived risk, responsiveness and assurance are significant in enhancing customer satisfaction with online services of Nigerian banks. The other two variables: reliability and tangibility are not significant and require further exploration. The study provides necessary input for bank management to increase customers’ involvement through improving service quality; lowering risk; and enhancing security of operations. Policy implications were highlighted

  20. A Survey On Data Mining Techniques In Customer Churn Analysis For Telecom Industry

    Directory of Open Access Journals (Sweden)

    Amal M. Almana

    2014-05-01

    Full Text Available Customer churn prediction in Telecom Industry is a core research topic in recent years. A huge amount of data is generated in Telecom Industry every minute. On the other hand, there is lots of development in data mining techniques. Customer churn has emerged as one of the major issues in Telecom Industry. Telecom research indicates that it is more expensive to gain a new customer than to retain an existing one. In order to retain existing customers, Telecom providers need to know the reasons of churn, which can be realized through the knowledge extracted from Telecom data. This paper surveys the commonly used data mining techniques to identify customer churn patterns. The recent literature in the area of predictive data mining techniques in customer churn behavior is reviewed and a discussion on the future research directions is offered.

  1. Evolview v2: an online visualization and management tool for customized and annotated phylogenetic trees.

    Science.gov (United States)

    He, Zilong; Zhang, Huangkai; Gao, Shenghan; Lercher, Martin J; Chen, Wei-Hua; Hu, Songnian

    2016-07-08

    Evolview is an online visualization and management tool for customized and annotated phylogenetic trees. It allows users to visualize phylogenetic trees in various formats, customize the trees through built-in functions and user-supplied datasets and export the customization results to publication-ready figures. Its 'dataset system' contains not only the data to be visualized on the tree, but also 'modifiers' that control various aspects of the graphical annotation. Evolview is a single-page application (like Gmail); its carefully designed interface allows users to upload, visualize, manipulate and manage trees and datasets all in a single webpage. Developments since the last public release include a modern dataset editor with keyword highlighting functionality, seven newly added types of annotation datasets, collaboration support that allows users to share their trees and datasets and various improvements of the web interface and performance. In addition, we included eleven new 'Demo' trees to demonstrate the basic functionalities of Evolview, and five new 'Showcase' trees inspired by publications to showcase the power of Evolview in producing publication-ready figures. Evolview is freely available at: http://www.evolgenius.info/evolview/.

  2. Research Focuses and Trends of Online Customer Satisfaction%在线顾客满意研究热点及趋势

    Institute of Scientific and Technical Information of China (English)

    包金龙

    2014-01-01

    以Web of Science为数据源,采用聚类与战略坐标图对在线顾客满意领域研究主题进行分析。结果表明:相关研究主要集中在14个主题领域;在线顾客满意前因、网络银行顾客忠诚形成机制、网络零售顾客重购意向、电子服务质量的维度及后果、信息系统用户持续使用意向是热点研究领域;e满意、e忠诚成为较为成熟的研究领域;服务补救、自助服务技术、个性化推荐系统、青少年网络游戏态度及行为、人机交互技术可用性、新型信息系统用户满意、患者在线满意调查、电子商务营销战略处于研究边缘领域;社会网络口碑环境下的顾客满意与忠诚机制是未来的研究趋势。%Taking the citation database Web of Science as data source,this paper gives a comprehensive analysis on the researches of International online customer satisfaction by using cluster analysis and strategic diagram. The results show that the relevant research themes can be divided into 14 fields;the core research themes are online customer satisfaction antecedents,online banking customer loyalty formation mechanism,online retailing customer repurchase intention,dimensions and consequences of electronic service quality,and the continuance usage intention of Information system users;researches on e-satisfaction and e-loyalty are mature;service recovery,self-service technology,personalized recommendation system,youth attitudes and behaviors of online games,the availability of human-computer interaction technology,online system user satisfaction,patient satisfaction surveys online,e-commerce marketing strategy are at are locate on the edge of research network;customer satisfaction and loyalty in the setting of social network word of mouth are the future research trends.

  3. Understanding customer experience.

    Science.gov (United States)

    Meyer, Christopher; Schwager, Andre

    2007-02-01

    Anyone who has signed up for cell phone service, attempted to claim a rebate, or navigated a call center has probably suffered from a company's apparent indifference to what should be its first concern: the customer experiences that culminate in either satisfaction or disappointment and defection. Customer experience is the subjective response customers have to direct or indirect contact with a company. It encompasses every aspect of an offering: customer care, advertising, packaging, features, ease of use, reliability. Customer experience is shaped by customers' expectations, which largely reflect previous experiences. Few CEOs would argue against the significance of customer experience or against measuring and analyzing it. But many don't appreciate how those activities differ from CRM or just how illuminating the data can be. For instance, the majority of the companies in a recent survey believed they have been providing "superior" experiences to customers, but most customers disagreed. The authors describe a customer experience management (CEM) process that involves three kinds of monitoring: past patterns (evaluating completed transactions), present patterns (tracking current relationships), and potential patterns (conducting inquiries in the hope of unveiling future opportunities). Data are collected at or about touch points through such methods as surveys, interviews, focus groups, and online forums. Companies need to involve every function in the effort, not just a single customer-facing group. The authors go on to illustrate how a cross-functional CEM system is created. With such a system, companies can discover which customers are prospects for growth and which require immediate intervention.

  4. Univé customer survey: Pay-As-You-Drive (PAYD) insurance : Report PAYD-2. Feedback from Pay-As-You-Drive insurance, both outside and inside the car

    NARCIS (Netherlands)

    Lewis Evans, Ben; den Heijer, Anne; Dijksterhuis, Chris; de Waard, Dick; Brookhuis, Karel; Tucha, Oliver

    2013-01-01

    On the 10th of January 2013 over 3500 Univé clients were contacted and asked to fill in an online survey via Qualtrics, a survey website company licenced by the University of Groningen, about the future of car insurance at Univé. These customers could be classified under three main headings; car ins

  5. Univé customer survey: Pay-As-You-Drive (PAYD) insurance : Report PAYD-2. Feedback from Pay-As-You-Drive insurance, both outside and inside the car

    NARCIS (Netherlands)

    Lewis Evans, Ben; den Heijer, Anne; Dijksterhuis, Chris; de Waard, Dick; Brookhuis, Karel; Tucha, Oliver

    2013-01-01

    On the 10th of January 2013 over 3500 Univé clients were contacted and asked to fill in an online survey via Qualtrics, a survey website company licenced by the University of Groningen, about the future of car insurance at Univé. These customers could be classified under three main headings; car

  6. Security Risks and Protection in Online Learning: A Survey

    Science.gov (United States)

    Chen, Yong; He, Wu

    2013-01-01

    This paper describes a survey of online learning which attempts to determine online learning providers' awareness of potential security risks and the protection measures that will diminish them. The authors use a combination of two methods: blog mining and a traditional literature search. The findings indicate that, while scholars have…

  7. 75 FR 76993 - Submission for OMB Review; Comment Request; Generic Clearance for Surveys of Customers and...

    Science.gov (United States)

    2010-12-10

    ... various elements of OER's business processes. The approximately 14 (10 quantitative and 4 qualitative... customer and partner satisfaction with OER processes and operations. The data collected from these surveys... and processes. OER/OD/NIH will present data and outcomes from these surveys to inform the NIH staff...

  8. 78 FR 14549 - National Contact Center; Information Collection; National Contact Center Customer Evaluation Survey

    Science.gov (United States)

    2013-03-06

    ...Under the provisions of the Paperwork Reduction Act, the General Services Administration will be submitting to the Office of Management and Budget (OMB) a request to review and approve an extension of a previously approved information collection requirement regarding the National Contact Center customer evaluation surveys. In this request, the previously approved surveys have been supplemented......

  9. Exploring Dispositions toward Online Reading: Analyzing the Survey of Online Reading Attitudes and Behaviors

    Science.gov (United States)

    Putman, S. Michael

    2014-01-01

    The Internet is having a profound impact on the literacy practices of today's students. Acknowledging the complex processes associated with reading online, the Survey of Online Reading Attitudes and Behaviors (SORAB) was created to further our understandings in this area. A factor analysis revealed the instrument included five factors that…

  10. Exploring Dispositions toward Online Reading: Analyzing the Survey of Online Reading Attitudes and Behaviors

    Science.gov (United States)

    Putman, S. Michael

    2014-01-01

    The Internet is having a profound impact on the literacy practices of today's students. Acknowledging the complex processes associated with reading online, the Survey of Online Reading Attitudes and Behaviors (SORAB) was created to further our understandings in this area. A factor analysis revealed the instrument included five factors that…

  11. Estimation of the parameter of satisfaction with services in tourism: content analysis of online customer reviews

    Directory of Open Access Journals (Sweden)

    Kapilevich Leonid

    2016-01-01

    Full Text Available To increase the competitiveness the hotels have to satisfy their guests’ requirements, anticipate their wishes and offer new services; this is quite problematic for the hotel business. The paper considers the opportunities of employing online guest reviews to reveal the hotel ratings and attributes, significant for guests. The implementation of this research method is specified by the quality of information obtained via the internet; it is published on a voluntary basis, statements are initiated by users; moreover, consumers estimate the services and offers, having certain emotional importance for them; it allows segmenting the factors according to the level of their emotional significance. This segmentation is of utmost importance since the principal aim of the researches devoted to the assessment of the level of consumers’ satisfaction is to reveal the indicators of company activities from the position of customers’ priorities and emotional evaluations. The content analysis discovers the indicators, significant for the beach hotels customers. 90 hotels were grouped according to 16 categories. The results display that the guests responses can be used for investigating the importance of hotel attributes and determining the peculiarities of various hotel customers groups. The obtained results can be used for service package improvement and for hotel description in advertisement and reservation systems.

  12. 基于淘宝网的顾客网购满意度调查研究%Research on Customer Satisfaction of Online Shopping on Taobao

    Institute of Scientific and Technical Information of China (English)

    史晓丹; 贾红艳; 孙得友; 温德成

    2013-01-01

    本文借鉴国内外顾客满意度研究成果,整合SCSB、ACSI、ECSI和CCSI等理论,结合网络购物自身的特点和顾客网购满意度的影响因素,提出网络购物的满意度测评指标体系,基于淘宝网对顾客网购的满意度进行了调查分析,进而设计出基于淘宝网的顾客网购满意度测评指标体系和模型,并基于此模型对淘宝网的顾客网购满意度进行了分析和评价,为淘宝网提升顾客网购满意度提出了建议.%Referring to the domestic and foreign researches on the customer satisfaction and combining theories such as SCSB,ACSI,ECSI and CCSI,the paper proposes the customer satisfaction evaluation index system of shopping on Taobao by taking the characteristics of online shopping and influential factors of the customer satisfaction.After that,the paper does a survey of customer satisfaction of shopping on Taobao and then designs the customer satisfaction evaluation index system and model of shopping on Taobao.On this basis,it further analyzes and evaluates the customer satisfaction of shopping on Taobao and proposes a series of strategies of improving the customer satisfaction.

  13. Using Free Online Survey Software in Your Teaching

    Science.gov (United States)

    Chippindall, Jon

    2012-01-01

    "SurveyMonkey" allows its users to create free online surveys. Its simple, intuitive interface has helped it to grow rapidly in popularity and it is used by a variety of organisations across the globe, from marketing firms to government offices. But teachers can use it successfully within the classroom as a multi-response tool for gathering…

  14. 1999 Customer Satisfaction Survey Report: How Do We Measure Up?

    Science.gov (United States)

    Salvucci, Sameena; Parker, Albert C. E.; Cash, R. William; Thurgood, Lori

    2001-01-01

    Summarizes results of a 1999 survey regarding the satisfaction of various groups with publications, databases, and services of the National Center for Education Statistics. Groups studied were federal, state, and local policymakers; academic researchers; and journalists. Compared 1999 results with 1997 results. (Author/SLD)

  15. 78 FR 70062 - Proposed Collection; 60-Day Comment Request: Clearance for Surveys of Customers and Partners of...

    Science.gov (United States)

    2013-11-22

    ... surveys will provide customer satisfaction input on various elements of OER's business processes. The approximately 14 (10 quantitative and 4 qualitative) customer satisfaction surveys that will be conducted under.... Estimated Annualized Burden Hours Quantitative Survey Number of Average burden Type of respondent Number of...

  16. An online survey of chiropractors' opinions of continuing education

    Directory of Open Access Journals (Sweden)

    Smith Dean L

    2005-10-01

    Full Text Available Abstract Background Continuing Education (CE for chiropractors is mandatory for licensure in most North American jurisdictions. Numerous chiropractic colleges have begun collaborating with universities to offer master's degree programs. Distance education master's degree programs may be desirable to allow full-time practicing doctors to further their post-graduate education. The present survey sought to answer three questions. First, what is the level of satisfaction of chiropractors with their continuing education? Second, what is the level of interest of chiropractors in online master's degree programs? Lastly, what is the response rate of chiropractors to an online survey? Methods An online survey consisting of 22 multiple choice questions was e-mailed to 1000 chiropractors randomly selected from the mailing list of an online chiropractic newsletter. Upon completion of the questionnaire, participants' answers were saved on a secure site. Data analysis included evaluation of the demographic characteristics of the respondents, their opinions of and patterns of taking CE including online education, preferred learning formats, and their interest in proposed online master's degree programs. A survey response rate was determined. Results Nearly 86% of respondents felt their previously completed CE courses were either somewhat or extremely satisfactory. Over ninety percent of respondents who had completed online or distance CE coursesfound them to be somewhat or extremelysatisfactory. Almost half the respondents indicated that they most preferred online distance learning, while 34.08% most preferred face-to-face interaction. Fifty-three percent of respondents indicated an interest in starting a master's degree program; however 70.46% of respondents were interested in an online master's degree program that would offer CE credit. A response rate of 35.8% was obtained. Conclusion Satisfaction among chiropractors with CE programs is high. The notion of

  17. The ability of older adults to use customized online medical databases to improve their health-related knowledge.

    Science.gov (United States)

    Freund, Ophir; Reychav, Iris; McHaney, Roger; Goland, Ella; Azuri, Joseph

    2017-06-01

    Patient compliance with medical advice and recommended treatment depends on perception of health condition, medical knowledge, attitude, and self-efficacy. This study investigated how use of customized online medical databases, intended to improve knowledge in a variety of relevant medical topics, influenced senior adults' perceptions. Seventy-nine older adults in residence homes completed a computerized, tablet-based questionnaire, with medical scenarios and related questions. Following an intervention, control group participants answered questions without online help while an experimental group received internet links that directed them to customized, online medical databases. Medical knowledge and test scores among the experimental group significantly improved from pre- to post-intervention (pdatabases. The study demonstrated how such databases help solve health-related questions among older adult population members, and that older patients appear willing to consider technology usage in information acquisition. Copyright © 2017 Elsevier B.V. All rights reserved.

  18. A Survey Study on Customer Experience in Banking Cash Management Products and, Participation Banking Example

    Directory of Open Access Journals (Sweden)

    Cüneyt DİRİCAN

    2016-04-01

    Full Text Available Banking as a safe bridge of risk management balances relation between deposit and loan. In the growing trend of interest-free banking Turkey practice, Participation Banking is working to fix the expectations of customers with reasonable solutions. For corporate customers with comprehensive cash management expectations, producing appropriate and fast solutions are important for a positive and sustainable customer experience. Cash Management covers collection of trade receivables and short -term debt payments. In this study, in the light of the financial ratios of participation banking within the banking industry, a participation bank customers' experiences and expectations in cash management products and services were evaluated with the survey methodology and its importance were also examined.

  19. 77 FR 61473 - Proposed Collection; Comment Request for Voluntary Customer Surveys To Implement E.O. 12862...

    Science.gov (United States)

    2012-10-09

    ... determine levels of customer satisfaction, as well as determining issues that contribute to customer burden. This information will be used to make quality improvements to products and services. Current Actions: We will be conducting different customer satisfaction and opinion surveys and focus group interviews...

  20. [Customer satisfaction in home care: methodological issues based on a survey carried out in Lazio].

    Science.gov (United States)

    Pasquarella, A; Marceca, M; Casagrande, S; Gentile, D; Zeppilli, D; Buonaiuto, N; Cozzolino, M; Guasticchi, G

    2007-01-01

    Home care customer satisfaction has been, until now, rarely evaluated. After illustrating the main italian regional surveys on this issue, the article presents a customer satisfaction survey carried out in the district of Civitavecchia (Local Health Unit 'Rome F'), Lazio, regarding 30 home care beneficiaries. Methodological aspects emerging from the survey are basically focused on: advantages and disadvantages of quantitative and qualitative approaches (possibly associated each other); main criteria of eligibility of people selected for interviewing, both patients or caregivers; conditions that maximize answers reliability, including training on interviewers. Authors highlight opportunity of using such kind of survey, integrated with other different tools, into a systemic vision, for promoting management changes coming from suggested problems, aimed at total quality management.

  1. DoDEA 2010-11 Customer Satisfaction Survey. Executive Summary

    Science.gov (United States)

    Department of Defense Education Activity, 2011

    2011-01-01

    Every two years the Department of Defense Education Activity (DoDEA) administers the DoDEA Customer Satisfaction Survey (CSS) to all parents with children attending DoDEA schools and all 4th-12th grade students enrolled in a DoDEA school. Parents were asked to complete one survey for each school in which they had a child enrolled. The purpose of…

  2. From customer satisfaction survey to corrective actions in laboratory services in a university hospital.

    Science.gov (United States)

    Oja, Paula I; Kouri, Timo T; Pakarinen, Arto J

    2006-12-01

    To find out the satisfaction of clinical units with laboratory services in a university hospital, to point out the most important problems and defects in services, to carry out corrective actions, and thereafter to identify the possible changes in satisfaction. and Senior physicians and nurses-in-charge of the clinical units at Oulu University Hospital, Finland. Customer satisfaction survey using a questionnaire was carried out in 2001, indicating the essential aspects of laboratory services. Customer-specific problems were clarified, corrective actions were performed, and the survey was repeated in 2004. In 2001, the highest dissatisfaction rates were recorded for computerized test requesting and reporting, turnaround times of tests, and the schedule of phlebotomy rounds. The old laboratory information system was not amenable to major improvements, and it was renewed in 2004-05. Several clinical units perceived turnaround times to be long, because the tests were ordered as routine despite emergency needs. Instructions about stat requesting were given to these units. However, no changes were evident in the satisfaction level in the 2004 survey. Following negotiations with the clinics, phlebotomy rounds were re-scheduled. This resulted in a distinct increase in satisfaction in 2004. Satisfaction survey is a screening tool that identifies topics of dissatisfaction. Without further clarifications, it is not possible to find out the specific problems of customers and to undertake targeted corrective actions. Customer-specific corrections are rarely seen as improvements in overall satisfaction rates.

  3. The Effect of Online Reviews on Customer Satisfaction: An Expectation Disconfirmation Approach

    Science.gov (United States)

    Picazo-Vela, Sergio

    2010-01-01

    During the last decade online retail sales have been growing constantly. This growth has been possible due to different factors like online reviews. Online reviews have been proven successful in predicting different variables like trust and sales in online settings; however, the impact of online reviews on other variables like customer…

  4. The Effect of Online Reviews on Customer Satisfaction: An Expectation Disconfirmation Approach

    Science.gov (United States)

    Picazo-Vela, Sergio

    2010-01-01

    During the last decade online retail sales have been growing constantly. This growth has been possible due to different factors like online reviews. Online reviews have been proven successful in predicting different variables like trust and sales in online settings; however, the impact of online reviews on other variables like customer…

  5. Virtual customer service agents: using social presence and personalization to shape online service encounters

    NARCIS (Netherlands)

    Verhagen, T.; van Nes, J; Feldberg, F; van Dolen, W.

    2014-01-01

    By performing tasks traditionally fulfilled by service personnel and having a humanlike appearance, virtual customer service agents bring classical service elements to the web, which may positively influence customer satisfaction through eliciting social responses and feelings of personalization. Th

  6. Virtual customer service agents: using social presence and personalization to shape online service encounters

    NARCIS (Netherlands)

    Verhagen, T.; van Nes, J; Feldberg, F; van Dolen, W.

    2014-01-01

    By performing tasks traditionally fulfilled by service personnel and having a humanlike appearance, virtual customer service agents bring classical service elements to the web, which may positively influence customer satisfaction through eliciting social responses and feelings of personalization.

  7. Online Survey Data from Twitter and Archaeology Surveys 2011-2013

    Directory of Open Access Journals (Sweden)

    Lorna-Jane Richardson

    2014-11-01

    Full Text Available These survey results are from annual online surveys of Twitter users who are active volunteers or professional archaeologists worldwide. The data covers a variety of topics related to location of Twitter use, the type of device used, lists and followers, activity relating to archaeological topics, public engagement and archaeological networking online. There is scope for sentiment analysis, and further qualitative and quantitative analysis.

  8. Encounters in an online brand community: development and validation of a metric for value co-creation by customers.

    Science.gov (United States)

    Hsieh, Pei-Ling

    2015-05-01

    Recent developments in service marketing have demonstrated the potential value co-creation by customers who participate in online brand communities (OBCs). Therefore, this study forecasts the co-created value by understanding the participation/behavior of customers in a multi-stakeholder OBC. This six-phase qualitative and quantitative investigation conceptualizes, constructs, refines, and tests a 12-item three-dimensional scale for measuring key factors that are related to the experience, interpersonal interactions, and social relationships that affect the value co-creation by customers in an OBC. The scale captures stable psychometric properties, measured using various reliability and validity tests, and can be applied across various industries. Finally, the utility implications and limitations of the proposed scale are discussed, and potential future research directions considered.

  9. CUSTOMER SATISFACTION IN MOBILE PHONE SERVICES IN BANGLADESH: A SURVEY RESEARCH

    Directory of Open Access Journals (Sweden)

    Mohammed Belal Uddin

    2012-01-01

    Full Text Available This study seeks to explore customer satisfaction and its influencing factors of the mobile phone operation industry in Bangladesh. Data were collected through a questionnaire survey form a diversified representative sample. An iterated factor analysis with principal component analysis (PCA and structural equation modeling (SEM including measurement model and structural model were applied to analyze data. The empirical results demonstrate that service quality and fair price have indirect influence on customer satisfaction of a mass service industry (i.e., mobile phone operators through perceive value. Perceived value has mediating role between quality, charge fairness and satisfaction. Furthermore, result shows that fair price has positive direct impact on customer satisfaction, whereas, the results did not find any significant direct impact of service quality on customer satisfaction. Mobile phone operators are recommended to formulate operations and marketing strategies that focus on expectations of customers to enhance level of satisfaction. Similar industries may reveal similar relationship features in respect to these relationship constructs, if they are under similar category.

  10. The problem of bias when nursing facility staff administer customer satisfaction surveys.

    Science.gov (United States)

    Hodlewsky, R Tamara; Decker, Frederic H

    2002-10-01

    Customer satisfaction instruments are being used with increasing frequency to assess and monitor residents' assessments of quality of care in nursing facilities. There is no standard protocol, however, for how or by whom the instruments should be administered when anonymous, written responses are not feasible. Researchers often use outside interviewers to assess satisfaction, but cost considerations may limit the extent to which facilities are able to hire outside interviewers on a regular basis. This study was designed to investigate the existence and extent of any bias caused by staff administering customer satisfaction surveys. Customer satisfaction data were collected in 1998 from 265 residents in 21 nursing facilities in North Dakota. Half the residents in each facility were interviewed by staff members and the other half by outside consultants; scores were compared by interviewer type. In addition to a tabulation of raw scores, ordinary least-squares analysis with facility fixed effects was used to control for resident characteristics and unmeasured facility-level factors that could influence scores. Significant positive bias was found when staff members interviewed residents. The bias was not limited to questions directly affecting staff responsibilities but applied across all types of issues. The bias was robust under varying constructions of satisfaction and dissatisfaction. A uniform method of survey administration appears to be important if satisfaction data are to be used to compare facilities. Bias is an important factor that should be considered and weighed against the costs of obtaining outside interviewers when assessing customer satisfaction among long term care residents.

  11. CUSTOMER SATISFACTION IN MOBILE PHONE SERVICES IN BANGLADESH: A SURVEY RESEARCH

    OpenAIRE

    Mohammed Belal Uddin; Bilkis Akhter

    2012-01-01

    This study seeks to explore customer satisfaction and its influencing factors of the mobile phone operation industry in Bangladesh. Data were collected through a questionnaire survey form a diversified representative sample. An iterated factor analysis with principal component analysis (PCA) and structural equation modeling (SEM) including measurement model and structural model were applied to analyze data. The empirical results demonstrate that service quality and fair price have indirect in...

  12. Investigating online complaint intention and service recovery expectations of clothing retail customers / Simonne Fourie

    OpenAIRE

    Fourie, Simonne

    2014-01-01

    The retail industry is faced with increased customer service demands and a competitive market environment. For retailers to survive in a competitive marketplace, a customer orientation is vital in order to establish and maintain long-term relationships with customers. As the clothing retail industry is characterised as an industry with high human involvement, employee-related service failures are inevitable. Service failures cause the disconfirmation of service expectations which lead to cust...

  13. 76 FR 27384 - Agency Information Collection Activity (Veteran Suicide Prevention Online Quantitative Surveys...

    Science.gov (United States)

    2011-05-11

    ... better understand Veterans and their families' awareness of VA's suicide prevention and mental health... AFFAIRS Agency Information Collection Activity (Veteran Suicide Prevention Online Quantitative Surveys.... Veterans Online Survey, VA Form 10-0513. b. Veterans Family Online Survey, VA Form 10-0513a. c....

  14. Detecting Communities and Surveying the Most Influence of Online Users

    Directory of Open Access Journals (Sweden)

    Thanh Ho

    2015-11-01

    Full Text Available Social network is a virtual environment that provides services for connecting users with the same interests, points of view, gender, space and time. Beside connection, information exchange, communication, entertainment and so on. Social network is also an environment for users who work in online business, advertisement or politics, criminal investigation. How to know what users discuss topics via exchanged contents and communities which users join in? In this paper, we propose a model by using topic model combined with K-means to detect communities of online users. Each user in social network is represented by a vector in which the components are the distribution probabilities of interested topics of that user. Based on the components of this vector, we discover the interested topics of online users to detect communities and survey users who are the most influence in communities to recommend for spreading information on social network.

  15. An Evaluation of the Federal Energy Management Program Technical Assistance Workshops: Results of a 1998 Customer Survey

    Energy Technology Data Exchange (ETDEWEB)

    G. B. Gordon; N. Hall

    1999-04-01

    This report presents the results of a customer telephone survey of the participants of six workshops provided by the U. S. Department of Energy Federal Energy Management Program (FEMP) during calendar years 1995 and 1996. The primary purpose for the survey was to provide the Team Leader for FEMP Technical Assistance and members of the team with detailed customer feedback pertaining to how well selected FEMP workshops are doing and to identify areas for improvement. The information presented enables managers to see both the strengths of their workshops, as well as workshop components that can be improved. In addition, the report identifies the questions included in the survey that were the most productive for obtaining customers experiences, opinions and recommendations. The experiences gained during this survey provide a platform from which to launch an annual FEMP customer survey.

  16. Energy Efficiency and Renewable Energy Network (EREN) customer satisfaction survey, 1997. Final report

    Energy Technology Data Exchange (ETDEWEB)

    Anderson, A.V. [Information International Associates, Inc., Oak Ridge, TN (United States); Henderson, D.P. [USDOE Office of Scientific and Technical Information (OSTI), Oak Ridge, TN (United States)

    1997-07-01

    the EREN Customer Satisfaction Survey 1997 was designed to follow up the results of the 1995-96 Surveys, enabling comparison to the 1995- 96 baseline, and to provide additional qualitative feedback about EREN. Both the 1995-96 and 1997 Surveys had these objectives: Identify and define actual EREN users; Determine the value or benefits derived from the use of EREN; Determine the kind and quality of services that users want; Determine the users` levels of satisfaction with existing services; Determine users` preferences in both the sources of service and means of delivery; and Establish continuous quality improvement measures. This report presents the methodology used, scope and limitations of the study, description of the survey instrument, and findings regarding demographics, technical capabilities, usage patterns, general use, importance of and satisfaction with resources, and additional information and comments.

  17. Searching for medical information online: a survey of Canadian nephrologists.

    Science.gov (United States)

    Shariff, Salimah Z; Bejaimal, Shayna A D; Sontrop, Jessica M; Iansavichus, Arthur V; Weir, Matthew A; Haynes, R Brian; Speechley, Mark R; Thind, Amardeep; Garg, Amit X

    2011-01-01

    Physicians often search for information to improve patient care. We evaluated how nephrologists use online information sources for this purpose. In this cross-sectional study (2008 to 2010), a random sample of Canadian nephrologists completed a survey of their online search practices. We queried respondents on their searching preferences, practices and use of 9 online information sources. Respondents (n=115; 75% response rate) comprised both academic (59%) and community-based (41%) nephrologists. Respondents were an average of 48 years old and were in practice for an average of 15 years. Nephrologists used a variety of online sources to retrieve information on patient treatment including UpToDate (92%), PubMed (89%), Google (76%) and Ovid MEDLINE (55%). Community-based nephrologists were more likely to consult UpToDate first (91%), while academic nephrologists were divided between UpToDate (58%) and PubMed (41%). When searching bibliographic resources such as PubMed, 80% of nephrologists scan a maximum of 40 citations (the equivalent of 2 search pages in PubMed). Searching practices did not differ by age, sex or years in practice. Nephrologists routinely use a variety of online resources to search for information for patient care. These include bibliographic databases, general search engines and specialized medical resources.

  18. The Mediating Effect of Gaming Motivation Between Psychiatric Symptoms and Problematic Online Gaming: An Online Survey

    Science.gov (United States)

    Király, Orsolya; Urbán, Róbert; Griffiths, Mark D; Ágoston, Csilla; Nagygyörgy, Katalin; Kökönyei, Gyöngyi

    2015-01-01

    Background The rapid expansion of online video gaming as a leisure time activity has led to the appearance of problematic online gaming (POG). According to the literature, POG is associated with different psychiatric symptoms (eg, depression, anxiety) and with specific gaming motives (ie, escape, achievement). Based on studies of alcohol use that suggest a mediator role of drinking motives between distal influences (eg, trauma symptoms) and drinking problems, this study examined the assumption that there is an indirect link between psychiatric distress and POG via the mediation of gaming motives. Furthermore, it was also assumed that there was a moderator effect of gender and game type preference based on the important role gender plays in POG and the structural differences between different game types. Objective This study had two aims. The first aim was to test the mediating role of online gaming motives between psychiatric symptoms and problematic use of online games. The second aim was to test the moderator effect of gender and game type preference in this mediation model. Methods An online survey was conducted on a sample of online gamers (N=3186; age: mean 21.1, SD 5.9 years; male: 2859/3186, 89.74%). The Brief Symptom Inventory (BSI), the Motives for Online Gaming Questionnaire (MOGQ), and the Problematic Online Gaming Questionnaire (POGQ) were administered to assess general psychiatric distress, online gaming motives, and problematic online game use, respectively. Structural regression analyses within structural equation modeling were used to test the proposed mediation models and multigroup analyses were used to test gender and game type differences to determine possible moderating effects. Results The mediation models fitted the data adequately. The Global Severity Index (GSI) of the BSI indicated that the level of psychiatric distress had a significant positive direct effect (standardized effect=.35, Pgamer types showed no significant differences in the

  19. Nova Southeastern University's Employees Respond to a 1999 Office of Human Resources Customer Satisfaction Survey. Research and Planning Report.

    Science.gov (United States)

    MacFarland, Thomas W.

    In 1999 the Office of Human Resources at Nova Southeastern University (Florida) prepared a survey, based on a previous study, to gather information about employee satisfaction with the University's services. This report summarizes the results of this customer satisfaction survey. Surveys were returned by 466 of the 1,941 potential respondents, a…

  20. Using customer-focused research and design to build a self-service online store: a case study

    Directory of Open Access Journals (Sweden)

    Ahmadi MB

    2013-02-01

    Full Text Available Michael B Ahmadi,1 William Trefzger,2 Rich Morey,1 Ileana Quintas31Substance Abuse and Mental Health Services Administration, Rockville, 2Centers for Medicare and Medicaid Services, Baltimore, 3IQ Solutions, Inc, Rockville, MD, USAAbstract: American government information centers need to be responsive to an increasingly customer driven information environment while ensuring the sustainability of operations. Enhanced self-service options offer one avenue for addressing both of these needs. This article presents a case study of how the US Substance Abuse and Mental Health Services Administration used extensive stakeholder research and a customer-centric design to reframe its service model by building a self-service online store that integrates access to more than 1300 behavioral health publications previously housed in two separate clearinghouses. The redesigned Substance Abuse and Mental Health Services Administration Store offers users a modern e-commerce website that not only helps customers find, order, download, and share products, but also encourages serendipitous content exploration, which has led to increased orders containing both substance abuse and mental health publications.Keywords: customer research, taxonomy, usability testing, web analytics, web design

  1. A Study of Customer Satisfaction on Online Trading System Application of Securities Company in Indonesia Using Servqual

    Directory of Open Access Journals (Sweden)

    Hery Hery

    2015-05-01

    Full Text Available The purpose of this study is to measure the service  quality of online trading system implemented by PT  KDB  Daewoo  Securities  Indonesia.  The study is  a part of the company  efforts to provide  the best solution  services. The study  is performed   to determine the influence of service quality  factors on the customer satisfaction by means of ServQual  method. The method takes  into account  five  independent  variables,  namely, reliability (X1 ,  responsiveness  (X2 ,  assurance  (X3 , empathy (X4 , and tangibility (X5 . Meanwhile,  the cus- tomer satisfaction is considered as the dependent variable (Y . The population of of the study  is all 67 900 online traders at the company and the sample size is 265 traders. The data are collected via questionnaires and interviews. From the study results, we conclude that the five variables have  significant  influence  on the customer  satisfaction on the online trading system application   at PT KDB Daewoo Securities Indonesia. To  improve  the customer satisfaction, the company  should prioritize the quality- related factors,  and expand  and upgrade  the existing facilities and infrastructures.

  2. Study the effect of intention to use online social networks on brand performance with investigating the mediating role of customer-based brand equity

    Directory of Open Access Journals (Sweden)

    Davood Feiz

    2016-01-01

    Full Text Available Using online social networks and information collection from sites can affect purchasing behavior. Consumer cognize their friends' buying decisions more valuable to the anonymous' decisions and trust them more. This Study examine the impact of intention to use online social networks on brand's performance with emphasize on customer-based brand equity. Data were collected through a questionnaire that was distributed among 384 college students. Research findings suggest that there is a positive relationship between the intention to use online social networks and customer-based brand equity, but there is no significant relationship between the intention to use online social networks and Brand market performance. Also there is a positive relationship between customer-based brand equity and Brand market performance.

  3. Customer Loyalty in Internet Banking

    Directory of Open Access Journals (Sweden)

    Y. Aysha Fathima

    2015-06-01

    Full Text Available In the era of challenges and cut throat competition in banking sector it has become inevitable for the banks to devise defensive strategies to retain their customers and build customer loyalty. The main aim of this study is to examine the factors affecting customer loyalty in online banks. To achieve this purpose, a detailed review of relevant literature was made and seven constructs were identified for the study. A survey was conducted and data was collected with a structured questionnaire. Pre analysis data screening was done to ensure that the study is fit for further statistical analysis. Multiple regression analysis was performed to investigate the relationship of constructs on customer loyalty. Results of the analysis identified customer satisfaction; bank’s reputation trust and habit were having significant influence on customer loyalty. Among the four factors, reputation of the bank and its corporate image is found to be more influential. Based on the findings, the implications and suggestions are made.

  4. Keeping the customer satisfied: issues in the interpretation and use of patient satisfaction surveys.

    Science.gov (United States)

    Scott, A; Smith, R D

    1994-12-01

    Patient satisfaction and customer focus are increasingly important objectives set for health services. The patient satisfaction survey is becoming the main method of assessing this aspect of health care. In competitive environments, those institutions that show that they respond to consumers' needs are in a better position to attract funding. The use of patient satisfaction surveys in quality assurance-type activities is also increasing. In these contexts, however, the way in which patient satisfaction surveys should be interpreted and used to maximise the satisfaction of patients has received little critical attention. Problems in interpreting the results of satisfaction surveys arise from the weak conceptual foundation of patient satisfaction, which has been well documented in the literature. The objective of this paper is to show that using current formulations of patient satisfaction surveys in quality assurance-type activities and competitive environments may not lead to the maximisation of patients' satisfaction with health services. If the satisfaction of patients is to be maximised then it is necessary to extend the current conceptual basis of patient satisfaction to recognise explicitly the decision-making contexts in which the results will be used. This paper identifies the manner by which this extension should occur by considering some of the problems and pitfalls of interpreting and using the results of surveys to maximise patients' satisfaction.

  5. Does self-selection affect samples' representativeness in online surveys? An investigation in online video game research.

    Science.gov (United States)

    Khazaal, Yasser; van Singer, Mathias; Chatton, Anne; Achab, Sophia; Zullino, Daniele; Rothen, Stephane; Khan, Riaz; Billieux, Joel; Thorens, Gabriel

    2014-07-07

    The number of medical studies performed through online surveys has increased dramatically in recent years. Despite their numerous advantages (eg, sample size, facilitated access to individuals presenting stigmatizing issues), selection bias may exist in online surveys. However, evidence on the representativeness of self-selected samples in online studies is patchy. Our objective was to explore the representativeness of a self-selected sample of online gamers using online players' virtual characters (avatars). All avatars belonged to individuals playing World of Warcraft (WoW), currently the most widely used online game. Avatars' characteristics were defined using various games' scores, reported on the WoW's official website, and two self-selected samples from previous studies were compared with a randomly selected sample of avatars. We used scores linked to 1240 avatars (762 from the self-selected samples and 478 from the random sample). The two self-selected samples of avatars had higher scores on most of the assessed variables (except for guild membership and exploration). Furthermore, some guilds were overrepresented in the self-selected samples. Our results suggest that more proficient players or players more involved in the game may be more likely to participate in online surveys. Caution is needed in the interpretation of studies based on online surveys that used a self-selection recruitment procedure. Epidemiological evidence on the reduced representativeness of sample of online surveys is warranted.

  6. Does Self-Selection Affect Samples’ Representativeness in Online Surveys? An Investigation in Online Video Game Research

    Science.gov (United States)

    van Singer, Mathias; Chatton, Anne; Achab, Sophia; Zullino, Daniele; Rothen, Stephane; Khan, Riaz; Billieux, Joel; Thorens, Gabriel

    2014-01-01

    Background The number of medical studies performed through online surveys has increased dramatically in recent years. Despite their numerous advantages (eg, sample size, facilitated access to individuals presenting stigmatizing issues), selection bias may exist in online surveys. However, evidence on the representativeness of self-selected samples in online studies is patchy. Objective Our objective was to explore the representativeness of a self-selected sample of online gamers using online players’ virtual characters (avatars). Methods All avatars belonged to individuals playing World of Warcraft (WoW), currently the most widely used online game. Avatars’ characteristics were defined using various games’ scores, reported on the WoW’s official website, and two self-selected samples from previous studies were compared with a randomly selected sample of avatars. Results We used scores linked to 1240 avatars (762 from the self-selected samples and 478 from the random sample). The two self-selected samples of avatars had higher scores on most of the assessed variables (except for guild membership and exploration). Furthermore, some guilds were overrepresented in the self-selected samples. Conclusions Our results suggest that more proficient players or players more involved in the game may be more likely to participate in online surveys. Caution is needed in the interpretation of studies based on online surveys that used a self-selection recruitment procedure. Epidemiological evidence on the reduced representativeness of sample of online surveys is warranted. PMID:25001007

  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. A survey on measuring the effect of website on customer satisfaction

    Directory of Open Access Journals (Sweden)

    Naser Azad

    2012-08-01

    Full Text Available During the past few years, there has an increasing trend on using internet facilities to do different personal banking. People transfer money, pay their bills and even purchase shares of different companies using internet. There is also an increasing competition among banks and other financial institutions through providing new web based facilities. There is no doubt that a bank with no online banking can easily lose market share. The primary purpose of this paper is to investigate how a bank website can impact customer loyalty. The proposed study is implemented for one of governmental Iranian banks called Bank of Industry and Mine. The study distributes a questionnaire among 330 people who use the internet banking of this bank. We then analyze their feedback using structural equation system and all the hypothesis are confirmed.

  9. Barriers in the path of yoga practice: An online survey

    Directory of Open Access Journals (Sweden)

    H V Dayananda

    2014-01-01

    Full Text Available Context: Clinical benefits of yoga have been well explored, but factors contributing to adherence to regular yoga practice are not well studied. Aims: To study the factors influencing adherence to yoga practices on those participants who have completed 1-month Yoga Instructors′ course from a yoga university. Settings and Design: Online survey was conducted on participants who had finished 1-month Yoga Instructors′ course at a yoga university. Materials and Methods: Online survey was conducted using Survey Monkey web portal with response rate of 42.5%. A total of 1355 participants were approached. Demographic items and a checklist of 21 items on a 5-point likert scale were prepared based on traditional yoga texts. A few items to assess modern lifestyle barriers were also included. Statistical Analysis: One-sample proportion test with chi square statistics was used for analysis. Results: Irregularity in lifestyle, family commitments, and occupational commitments are perceived as significant strong barriers. Dullness, excessive talking, strictly adhering to rules, laziness, physical and mental overexertion, fickleness and wandering of mind, unsteadiness of mind, procrastination, and oversleeping are considered as significant barriers of moderate nature. Conclusions: Modern lifestyle is the major challenge for yoga practitioners to adhere to regular practice of yoga. To address this, attention is required in strengthening the lifestyle management and the spiritual dimension of yoga practice as the spiritual component seems to be side-tracked.

  10. Offline vs. Online: Who buys where? A customer segmentation study of travel agencies

    OpenAIRE

    Engvall, Maria; Fritz, Johannes; Kindh, Sofia

    2012-01-01

    Background: It has been shown that people travel much more nowadays than ever before. Since the Internet and the e-commerce have been developed the ability to book trips online has been enabled. There are now two dominant ways of buying trips, online or offline. The survival of traditional travel agencies has been questioned and some thinks that there will be no need for them in the future. Therefore it would be interesting to see who books trips at traditional and online travel agencies.  Pu...

  11. How do prostitution customers value health and position health in their discussions? Qualitative analysis of online forums.

    Science.gov (United States)

    Regushevskaya, Elena; Tuormaa, Tuija

    2014-11-01

    Information on the health values and positioning of health among prostitution customers is limited. The aim is to explore the positioning of health among prostitution customers using data from Internet forums in Finland. Qualitative study using a purposive sample of public online forums among prostitution customers in 2002-2012. Health beliefs in relation to infections and risky sexual behavior were diverse, from correct to false. Although men were aware of health risks in prostitution, it was common to have multiple sexual partners and unprotected sex. Although there were men who warned others about possible health consequences when a condom is not used, typically men were proud not to use a condom with a prostitute and found different explanations for not using a condom. Condom breakage was not an issue discussed in forums. Unexpected findings were beliefs that one fifth of the Nordic population is resistant to HIV, that the possibility of HIV transmission is exaggerated by medical specialists, and that men should control their behavior in order not to degrade prostitutes. Discussions on health service use were few. Sexual satisfaction and entertainment were the main reasons to post in the analyzed forums health discussion was not common although condom use was reported, attention to health risks was selective information on health service use was limited, which may suggest this topic was not valued among men and should be a topic of future studies. © 2014 the Nordic Societies of Public Health.

  12. Study on Customer Experience Dimension Based on Online Shopping reviews of MI’s Products

    Directory of Open Access Journals (Sweden)

    Wang Lin

    2017-01-01

    Full Text Available This study has selected sorts of comments about MI’s products from its customers’ as research objects, then we used the theory of Rooting to analyze those objects, and explored the Customer Experience Dimensions’ type, characteristics and the way to impact others. The results come as follows: First of all, the Customers Experience Dimensions are consisted of nine major categories defined as Value Perception Experience, Sensory Experience, Quality Assurance Experience, Parts Experience, Purchase Experience, Service Experience, Brand Comparison Experience, Compensating Experience, Brand Reliance Experience respectively. Secondly, we put these nine major categories above all to compare the conclusions with the previous research, then we analyzed and integrated them, and finally obtained seven major categories containing Purchasing Website, Product Rendering, Delivery Experience, Transaction Convenience, Safety and Security, Brand Reliance, Marketing Communications respectively. In addition, we have conducted a further investigation to draw three types about the Customer Experience named Function Experience, Purchasing and Service Experience, and Brand Experience. Last but not the least, this paper has definitely provided the basis theory of how does the Customer Experience affect the Brand Loyalty for future research, as well as guided a definite orientation.

  13. Customer motives and benefits for participating in online co-creation activities

    NARCIS (Netherlands)

    Constantinides, E.; Brünink, Leonine A.; Lorenzo-Romero, Carlota

    2015-01-01

    The widespread adoption of Web 2.0 applications, commonly known as social media, has brought about a new generation of empowered customers who are often willing to co-create by sharing their experiences, product knowledge and innovative ideas with producers. They provide inputs in the form of ideas,

  14. Generic vs custom; analogue vs digital: on the implementation of an online EEG signal processing algorithm.

    Science.gov (United States)

    Casson, Alexander J; Rodriguez-Villegas, Esther

    2008-01-01

    This paper quantifies the performance difference between custom and generic hardware algorithm implementations, illustrating the challenges that are involved in Body Area Network signal processing implementations. The potential use of analogue signal processing to improve the power performance is also demonstrated.

  15. Salvia divinorum use and phenomenology: results from an online survey.

    Science.gov (United States)

    Sumnall, H R; Measham, F; Brandt, S D; Cole, J C

    2011-11-01

    Salvia divinorum is a hallucinogenic plant with ethnopharmacological and recreational uses. It differs from classic serotonergic hallucinogens such as LSD and psilocin in both phenomenology and potent agonist activity of the active component salvinorin A at κ-opioid receptors. Awareness of S. divinorum has grown recently, with both an increase in its public representation and concern over its potential harmful effects. This discussion is particularly relevant as S. divinorum is legal to use in many countries and regions and easily available through online retailers. Drawing upon previous investigations of S. divinorum and other hallucinogens, this study surveyed 154 recent users and questioned them on their use behaviours, consequences of use and other attitudinal measures. Although reporting an extensive substance use history, and considering the limitations of online surveys, there was little evidence of dysfunctional S. divinorum use, and few reports of troubling adverse consequences of use. Furthermore, there was no evidence that users exhibited increased schizotypy. Respondents reported that S. divinorum produced mixed hallucinogenic and dissociative effects, which lends support to assertions that it phenomenologically differs from other hallucinogens with primary serotonergic activity. The functions of use changed with greater experiences with the drug, and although many respondents reported use of S. divinorum as an alternative to illegal drugs it, was apparent that legal proscription would be unlikely to dissuade them from use. These results are discussed with reference to psychopharmacologically informed public health responses to substance use.

  16. 网上顾客满意度的隐式测评研究%Implicit Measurement on Online Customers Satisfaction

    Institute of Scientific and Technical Information of China (English)

    王传美

    2011-01-01

    There are rare implicit measurements on online customer satisfaction. A measurement method by observing the customer Web browsing activities was put forward to obtain implicit feedback information. An online customers' satisfaction implicit evaluation model was established,and the specific measurement methods were provided. The evaluation system structure was designed. Seamless connection was achieved between the implicit evaluation on online customer and normal customer satisfaction index. The work will play important role in realizing online customers' personalized information retrieval and information filtering,and it is beneficial to E - commerce websites to provide the personalized services for the online customers.%针对目前关于顾客满意度隐式测评研究还比较匮乏的问题,提出通过观察顾客对相应Web页面的浏览动作来获取隐式的反馈信息,建立网上顾客对卖家满意度隐式测评模型,并给出具体的测评方法,进一步设计了测评系统结构图,实现了网上顾客满意度隐式测评与一般顾客满意度指数模型的无缝连接.为实现个性化的信息检索或信息过滤,使电子商务网站为顾客提供个性化的服务奠定了基础.

  17. Web analytics 2.0: the art of online accountability & science of customer centricity

    National Research Council Canada - National Science Library

    Kaushik, Avinash

    2010-01-01

    ... them evolve their online marketing and analytics strategies to become data-driven and customercentric organizations. He recently received the 2009 Statistical Advocate of the Year award from the American Statistical Association. He is also a frequent speaker at industry conferences in the United States and Europe, such as Ad-Tech, Monaco...

  18. Analysis on online word-of-mouth of customer satisfaction in cultural and creative industries of Taiwan: using crafts as an example

    Science.gov (United States)

    Tsai, Li-Fen; Shaw, Jing-Chi; Wang, Pei-Wen; Shih, Meng-Long; Yang, Min-Chieh

    2011-10-01

    This study aims to analyze customers' online word-of-mouth for crafts in Cultural and Creative Industries of Taiwan, and extracts articles from Yahoo and Wretch Blogs by the online writing mining technique. The research scope is from Jan. 1, 2008 to Dec. 31, 2010. The subjects include 2457 valid articles on customers' online word-of-mouth regarding the craft industry of Taiwan. Findings demonstrate that, regarding online word-of-mouth, the most important word-of-mouth items of ceramics, stone craft, wood craft manufacturing, and metal craft is decoration and display of surroundings; while brand is valued in glass craft; and the most important item for consumers of paper craft is cultural characteristics of handicrafts.

  19. The paradox of music-evoked sadness: an online survey.

    Directory of Open Access Journals (Sweden)

    Liila Taruffi

    Full Text Available This study explores listeners' experience of music-evoked sadness. Sadness is typically assumed to be undesirable and is therefore usually avoided in everyday life. Yet the question remains: Why do people seek and appreciate sadness in music? We present findings from an online survey with both Western and Eastern participants (N = 772. The survey investigates the rewarding aspects of music-evoked sadness, as well as the relative contribution of listener characteristics and situational factors to the appreciation of sad music. The survey also examines the different principles through which sadness is evoked by music, and their interaction with personality traits. Results show 4 different rewards of music-evoked sadness: reward of imagination, emotion regulation, empathy, and no "real-life" implications. Moreover, appreciation of sad music follows a mood-congruent fashion and is greater among individuals with high empathy and low emotional stability. Surprisingly, nostalgia rather than sadness is the most frequent emotion evoked by sad music. Correspondingly, memory was rated as the most important principle through which sadness is evoked. Finally, the trait empathy contributes to the evocation of sadness via contagion, appraisal, and by engaging social functions. The present findings indicate that emotional responses to sad music are multifaceted, are modulated by empathy, and are linked with a multidimensional experience of pleasure. These results were corroborated by a follow-up survey on happy music, which indicated differences between the emotional experiences resulting from listening to sad versus happy music. This is the first comprehensive survey of music-evoked sadness, revealing that listening to sad music can lead to beneficial emotional effects such as regulation of negative emotion and mood as well as consolation. Such beneficial emotional effects constitute the prime motivations for engaging with sad music in everyday life.

  20. The paradox of music-evoked sadness: an online survey.

    Science.gov (United States)

    Taruffi, Liila; Koelsch, Stefan

    2014-01-01

    This study explores listeners' experience of music-evoked sadness. Sadness is typically assumed to be undesirable and is therefore usually avoided in everyday life. Yet the question remains: Why do people seek and appreciate sadness in music? We present findings from an online survey with both Western and Eastern participants (N = 772). The survey investigates the rewarding aspects of music-evoked sadness, as well as the relative contribution of listener characteristics and situational factors to the appreciation of sad music. The survey also examines the different principles through which sadness is evoked by music, and their interaction with personality traits. Results show 4 different rewards of music-evoked sadness: reward of imagination, emotion regulation, empathy, and no "real-life" implications. Moreover, appreciation of sad music follows a mood-congruent fashion and is greater among individuals with high empathy and low emotional stability. Surprisingly, nostalgia rather than sadness is the most frequent emotion evoked by sad music. Correspondingly, memory was rated as the most important principle through which sadness is evoked. Finally, the trait empathy contributes to the evocation of sadness via contagion, appraisal, and by engaging social functions. The present findings indicate that emotional responses to sad music are multifaceted, are modulated by empathy, and are linked with a multidimensional experience of pleasure. These results were corroborated by a follow-up survey on happy music, which indicated differences between the emotional experiences resulting from listening to sad versus happy music. This is the first comprehensive survey of music-evoked sadness, revealing that listening to sad music can lead to beneficial emotional effects such as regulation of negative emotion and mood as well as consolation. Such beneficial emotional effects constitute the prime motivations for engaging with sad music in everyday life.

  1. The Paradox of Music-Evoked Sadness: An Online Survey

    Science.gov (United States)

    Taruffi, Liila; Koelsch, Stefan

    2014-01-01

    This study explores listeners’ experience of music-evoked sadness. Sadness is typically assumed to be undesirable and is therefore usually avoided in everyday life. Yet the question remains: Why do people seek and appreciate sadness in music? We present findings from an online survey with both Western and Eastern participants (N = 772). The survey investigates the rewarding aspects of music-evoked sadness, as well as the relative contribution of listener characteristics and situational factors to the appreciation of sad music. The survey also examines the different principles through which sadness is evoked by music, and their interaction with personality traits. Results show 4 different rewards of music-evoked sadness: reward of imagination, emotion regulation, empathy, and no “real-life” implications. Moreover, appreciation of sad music follows a mood-congruent fashion and is greater among individuals with high empathy and low emotional stability. Surprisingly, nostalgia rather than sadness is the most frequent emotion evoked by sad music. Correspondingly, memory was rated as the most important principle through which sadness is evoked. Finally, the trait empathy contributes to the evocation of sadness via contagion, appraisal, and by engaging social functions. The present findings indicate that emotional responses to sad music are multifaceted, are modulated by empathy, and are linked with a multidimensional experience of pleasure. These results were corroborated by a follow-up survey on happy music, which indicated differences between the emotional experiences resulting from listening to sad versus happy music. This is the first comprehensive survey of music-evoked sadness, revealing that listening to sad music can lead to beneficial emotional effects such as regulation of negative emotion and mood as well as consolation. Such beneficial emotional effects constitute the prime motivations for engaging with sad music in everyday life. PMID:25330315

  2. Estimating Power Outage Cost based on a Survey for Industrial Customers

    Science.gov (United States)

    Yoshida, Yoshikuni; Matsuhashi, Ryuji

    A survey was conducted on power outage cost for industrial customers. 5139 factories, which are designated energy management factories in Japan, answered their power consumption and the loss of production value due to the power outage in an hour in summer weekday. The median of unit cost of power outage of whole sectors is estimated as 672 yen/kWh. The sector of services for amusement and hobbies and the sector of manufacture of information and communication electronics equipment relatively have higher unit cost of power outage. Direct damage cost from power outage in whole sectors reaches 77 billion yen. Then utilizing input-output analysis, we estimated indirect damage cost that is caused by the repercussion of production halt. Indirect damage cost in whole sectors reaches 91 billion yen. The sector of wholesale and retail trade has the largest direct damage cost. The sector of manufacture of transportation equipment has the largest indirect damage cost.

  3. Impact Of Online Advertising On Consumer Attitudes And Interests Buy Online Survey On Students Of Internet Users In Makassar

    Directory of Open Access Journals (Sweden)

    Muhammad Aqsa

    2015-04-01

    Full Text Available ABSTRACT The rapid development of technology today makes Internet users continues to increase. This is supported by the ease of internet users access the internet either through a PC laptop mobile phones tablets and other media. The increase in Internet users this makes the internet into a proper promotion using online advertising. With a wide reach and touch the various layers of the Internet media communities may be appropriate advice for company promotion. However an increasing number of Internet users especially in the city of Makassar is not accompanied by an increase in the number of online purchases. Based on that it is necessary to examine how the effect of online advertising on consumer buying behavior and online as well as how to control the behavior and subjective norms influence the attitudes and interests of consumers buy online. This study aims to analyze and test the effect of online advertising on consumer attitudes and purchase interest online a survey conducted on students of Internet users in the city of Makassar. The study was conducted on students of public and private universities in the city of Makassar. The method used was a quantitative analysis using the technique of purposive sampling method with a sample of 340 people. Testing this hypothesis using structural equation modeling SEM. The results showed that online advertising has an influence on consumer buying behavior and online. Dimensions interactivity of online advertising provides the highest influence on the attitudes and interests of consumers purchasing online.

  4. Web Analytics 2.0 The Art of Online Accountability and Science of Customer Centricity

    CERN Document Server

    Kaushik, Avinash

    2009-01-01

    Adeptly address today's business challenges with this powerful new book from web analytics thought leader Avinash Kaushik. Web Analytics 2.0 presents a new framework that will permanently change how you think about analytics. It provides specific recommendations for creating an actionable strategy, applying analytical techniques correctly, solving challenges such as measuring social media and multichannel campaigns, achieving optimal success by leveraging experimentation, and employing tactics for truly listening to your customers. The book will help your organization become more data driven w

  5. Click Here to Donate: A New Survey Reveals the State of Online Educational Fundraising in 2009

    Science.gov (United States)

    Thompson, Chris; Weiner, Robert L.

    2009-01-01

    A survey of online fundraising by the "Chronicle of Philanthropy" found that 192 nonprofit organizations raised $1.1 billion online in 2007 and $1.4 billion in 2008. Given this trend, to what extent are educational institutions using and succeeding with online fundraising? Council for Advancement and Support of Education (CASE) explored this…

  6. Which long-term care residents should be asked to complete a customer satisfaction survey?

    Science.gov (United States)

    Van De Water, Margaret S; Kutner, Michael; Parmelee, Patricia A; Johnson, Theodore

    2003-01-01

    (1) To compare staff members' opinions of long-term care (LTC) residents' ability to complete a customer satisfaction survey (CSS) with a measure of cognition (MDS-COGS) derived from Minimum Data Set data; and (2) to examine the association between CSS answer reliability and MDS-COGS score. Retrospective comparison of the staff's assessment and MDS-COGS score for each respondent, as well as a prospective comparison of MDS-COGS scores with reliability measures from repeated survey administration. A 100-bed Veterans Affairs (VA) nursing home. We administered a CSS designed by our VA network following an assigned protocol. We later calculated each respondent's MDS-COGS score (grouped into 4 categories) and compared it with the staff's opinion of whether that resident was "capable of responding" (yes/no) to a CSS. We subsequently modified the CSS for low reading level and low vision, and randomly selected 40 LTC residents for repeated survey administration (T1 and T2 1 week later). Test-retest reliability was estimated by examining the extent to which T1 and T2 answers agreed (agreed exactly; meaningfully agreed as defined by VA network personnel who designed the survey; or meaningfully agreed as decided by paper authors). Staff judged that 25 of 76 LTC residents were not and 51 of 76 were capable of responding to the CSS. In 82% of cases, MDS-COGS score category and staff opinion agreed ("no cognitive impairment"/"mild-moderate cognitive impairment" with "able to complete"; and "moderate-severe cognitive impairment"/"severe cognitive impairment" with "unable to complete"). Cohen's kappa was 0.57 with a P value of survey administration, 32 successfully completed surveys at T1 and T2. Higher MDS-COGS scores, suggesting greater cognitive impairment, were significantly associated with lower answer reliability. The answers given by LTC residents changed meaningfully (by network criteria) from T1 to T2 by 12%, 27%, and 28% across categories of no-to-mild cognitive

  7. The interplay between customer participation and difficulty of design examples in the online designing process and its effect on customer satisfaction: mediational analyses.

    Science.gov (United States)

    Chang, Chia-Chi; Chen, Hui-Yun; Huang, I-Chiang

    2009-04-01

    In the current consumer-centric economy, consumers increasingly desire the opportunity to design their own products in order to express more effectively their self-image. Mass customization, based on efficient and flexible modulization designs, has provided individualized products to satisfy this desire. This work presents an experiment employed to demonstrate that customer participation leads to higher satisfaction. Specifically, the increment in customer satisfaction due to participation is greater when an easy example is provided than when either no example or a difficult one is provided. Additionally, self-congruity plays a mediating role on the customer participation-satisfaction relationship, and this mediating effect varies across different levels of the design example provided in the design process. When an easy design example is present, customer participation has a direct effect on satisfaction, in addition to the indirect effect of self-congruity. When a difficult example is provided, customer participation does not have incremental effects on either self-congruity or customer satisfaction. Finally, when no design example is shown to customers, contrary to our expectation, participation still enhances customer satisfaction due to an increased sense of self-congruity.

  8. Scientific misconduct encountered by APAME journals: an online survey.

    Science.gov (United States)

    Looi, Lai-Meng; Wong, Li Xuan; Koh, Cing Chai

    2015-12-01

    In June 2015, invitations were sent by email to 151 APAME journals to participate in an online survey with an objective of gaining insight into the common publication misconduct encountered by APAME editors. The survey, conducted through SurveyMonkey over a 20-day-period, comprised 10 questions with expansions to allow anecdotes limited to 400 characters, estimated to take less than 10 minutes to complete. Only one invitation was issued per journal, targeting (in order of priority) editors, editorial board members and editorial staff, and limited by email availability. 54 (36%) journals responded. 98% of respondents held Editor or Editorial Board positions. All respondent journals have editorial policies on publication ethics and 96% provide instructions related to ethics. 45% use anti-plagiarism software to screen manuscripts, the most popular being iThenticate, CrossCheck and Turnitin. Up to 50% of journals had encountered studies without IRB approval. Author misconduct encountered were (in rank order): plagiarism (75%), duplicate publication (58%), unjustified authorship (39%), authorship disputes (33%), data falsification (29%), data/image manipulation (27%), conflict of interest (25%), copyright violation (17%) and breach of confidentiality (10%). Reviewer misconduct encountered were: conflict of interest (19%), plagiarism (17%), obstructive behavior (17%), abusive language (13%) and breach of confidentiality (13%). Notwithstanding the limitations of the survey and the response rate, a few insights have been gained: (1) the need for strengthening the ethical culture of researchers/authors and reviewers, (2) anti-plagiarism software can improve plagiarism detection by about 15%, and (3) the need for technical support to detect plagiarism, duplicate publication and image manipulation.

  9. The association between online gaming, social phobia, and depression: an internet survey

    Directory of Open Access Journals (Sweden)

    Wei Han-Ting

    2012-07-01

    Full Text Available Abstract Background Online gaming technology has developed rapidly within the past decade, and its related problems have received increasing attention. However, there are few studies on the psychiatric symptoms associated with excessive use of online games. The aim of this study is to investigate the characteristics of online gamers, and the association between online gaming hours, social phobia, and depression using an internet survey. Methods An online questionnaire was designed and posted on a popular online game websites, inviting the online gamers to participate the survey. The content of the questionnaire included demographic data, profiles of internet usage and online gaming, and self-rating scales of Depression and Somatic Symptoms Scale (DSSS, Social Phobia Inventory (SPIN, and Chen Internet Addiction Scale (CIAS. Results A total of 722 online gamers with a mean age of 21.8 ± 4.9 years completed the online survey within one month. 601 (83.2% participants were male, and 121 (16.8% were female. The mean weekly online gaming time was 28.2 ± 19.7 hours, which positively associated with history of online gaming (r = 0.245, p  Conclusion The online gamers with longer weekly gaming hours tended to have a longer history of online gaming, and more severe depressive, social phobic, and internet addiction symptoms. Female online gamers had fewer weekly online gaming hours and a shorter previous online gaming history, but tended to have more severe somatic, pain, and social phobic symptoms. The predictors for depression were higher social phobic symptom, higher internet addiction symptoms, longer online gaming hours, and female gender.

  10. Creati ng Customer - Based Brand Equity and Measuring Brand Perception of Tourists who Travel for Thermal Tourism: Balcova Survey

    Directory of Open Access Journals (Sweden)

    Melike Gül

    2015-09-01

    Full Text Available Creating customer-based brand equity is one of the most effective tools for achieving competitive advantage in term of thermal tourism businesses that operating under fierce competition in the last years. The aim of the study is to measure customer-based brand equity perception of customers who accommodate in thermal tourism facilities and identify relationship between brand equity dimensions and size with the other dimensions of each. The survey was conducted on 216 domestic and 184 foreign tourists staying at Balcova Thermal Resort which is located in the Balcova Thermal Destination. Exploratory Factor Analysis and Path Analysis was applied the data. Findings show that there are significant and positive relationship between the size of each customer-based brand equity dimensions. In additions, in order to create ustomer-based brand equity for thermal resorts, some recommendations developed on micro, macro and academic level

  11. 基于新三维客户细分模型的线上会员客户价值研究%The Research of Online Member Customer Value Based on the New Three-dimensional Customer Segment Model

    Institute of Scientific and Technical Information of China (English)

    叶志龙; 黄章树

    2016-01-01

    Under the crossover trend of Internet ,the business environment of the enterprise is constantly changing ,and the maintenance and development of the customer market is facing more and more challenges .This paper proposes a new customer value evaluation index system of online enterprise from the view of current value , potential value and loyalty value . Meanwhile we propose a new three‐dimensional customer segmentation model based on the traditional RFM model ,and segment customers based on the improvement of customer value segmentation dimensions ,w hich use the principal component analysis method to calculate the value of each customer group .Finally ,we select member customer data of a website for example analysis ,and provide more detailed customer segmentation basis for enterprises to implement the accurate marketing by identifying different customer groups ,values and status .%从客户的当前价值、潜在价值、忠诚度价值三个方面出发,建立适用于线上企业的会员客户价值评价指标体系。同时,在传统RFM模型的基础上构建了新三维的客户细分模型,并根据改进的客户价值细分维度进一步细分客户,利用主成分分析法计算每个客户群的价值得分。最终选取某网站的会员客户数据进行算例分析,通过识别不同客户群体、价值和状态,为企业实施精准营销提供更加细致的客户细分依据。

  12. 在线B2C顾客物流服务感知及相关因素的实证研究%An Empirical Research on Online B2C Customer Perceptions of Logistics Services and Related Factors

    Institute of Scientific and Technical Information of China (English)

    卞文良; 鞠颂东; 徐杰; 丁静之

    2011-01-01

    Innovative business-to-customer (B2C) business models are emerging to attract an increasing number of online customers in China. Logistics service providers play a central role for a Chinese customer's decision to purchase online. This paper investigates the importance of logistics services in the online purchase decisions of Chinese customers.This paper investigated the importance and relationships of a customer's perceptions of logistics service, related product values,business flow, corporate images projected by an online vendor. We then proposed a research model to integrate key success factors of B2C business. A survey was conducted with users of a leading B2C company in China. The collected data were analyzed using the structural equation modeling method.Our analysis results showed that corporate image has a significant and positive effect on the perceived quality of logistics service,thereby affecting an online shopper's satisfaction. Two suggestions for online retailers to improve customer satisfaction were drawn from the findings.Online vendors can improve their customers' perceived quality of logistics services by improving their corporate image. Online vendors can also collaborate with upstream supply chain partners to improve the product and quality development process.%物流服务已成为B2C电子商务的重要组成部分,关注顾客的物流服务感知也日渐成为网络零售企业管理面临的新问题.本文分析了B2C电子商务环境下顾客物流服务感知以及与之相关的产品价值感知、商流过程感知和企业形象感知等因素及其这些因素与顾客满意度,顾客忠诚之间的相互关系,并在理论与文献研究的基础上建立了在线B2C顾客物流服务感知相关因素的假设模型.通过某中国大型在线零售商顾客的实际调研并结合结构方程模型的分析,实际数据验证了"在线B2C顾客企业形象感知对其物流服务感知具有显著的正面影响","在线B2C

  13. 75 FR 73111 - Submission for OMB Review; Comment Request; Customer and Other Partners Satisfaction Surveys

    Science.gov (United States)

    2010-11-29

    ... by Clinical Center personnel: (1) To evaluate the satisfaction of various Clinical Center customers... evaluate the satisfaction of various Clinical Center customers and other partners with implemented service... HUMAN SERVICES National Institutes of Health Submission for OMB Review; Comment Request; Customer...

  14. The association between online gaming, social phobia, and depression: an internet survey

    Science.gov (United States)

    2012-01-01

    Background Online gaming technology has developed rapidly within the past decade, and its related problems have received increasing attention. However, there are few studies on the psychiatric symptoms associated with excessive use of online games. The aim of this study is to investigate the characteristics of online gamers, and the association between online gaming hours, social phobia, and depression using an internet survey. Methods An online questionnaire was designed and posted on a popular online game websites, inviting the online gamers to participate the survey. The content of the questionnaire included demographic data, profiles of internet usage and online gaming, and self-rating scales of Depression and Somatic Symptoms Scale (DSSS), Social Phobia Inventory (SPIN), and Chen Internet Addiction Scale (CIAS). Results A total of 722 online gamers with a mean age of 21.8 ± 4.9 years completed the online survey within one month. 601 (83.2%) participants were male, and 121 (16.8%) were female. The mean weekly online gaming time was 28.2 ± 19.7 hours, which positively associated with history of online gaming (r = 0.245, p gamers with longer weekly gaming hours tended to have a longer history of online gaming, and more severe depressive, social phobic, and internet addiction symptoms. Female online gamers had fewer weekly online gaming hours and a shorter previous online gaming history, but tended to have more severe somatic, pain, and social phobic symptoms. The predictors for depression were higher social phobic symptom, higher internet addiction symptoms, longer online gaming hours, and female gender. PMID:22839747

  15. Exploring Online Shopping Behaviour within the Context of Online Advertisement, Customer Service Experience Consciousness and Price Comparison Websites: Perspectives from Young Female Shoppers in the Zlínský Region

    Directory of Open Access Journals (Sweden)

    Christian Nedu Osakwe

    2015-01-01

    Full Text Available Online shopping behaviour within the context of price comparison websites presents an interesting area of consumer behaviour, yet very little research has been done in this area. Hence, the focus of this paper was to critically explore the impact of online advertisement and customer service experience consciousness on young female shoppers’ intention to use price comparison websites as a purchase decision-making tool within the online retail environment. Our sample consisted of 123 female respondents of the Tomas Bata University students in Zlín, Czech Republic. From the sample, we found out using the Partial Least Square approach to Structural Equation Modelling (PLS-SEM that both online advertisement (Ads and customer service experience consciousness are directly and positively related to online shoppers’ intention to use price comparison websites. Hence, our two stated hypotheses were supported based on the outcome of the structural model. Apparently, customer service experience consciousness is a better predictor of female shoppers’ intention to use price comparison websites compared to online advertising. Nonetheless, we have highlighted the need for a further research based on the study’s limitations.

  16. [Regional anesthesia practice in Chile: an online survey].

    Science.gov (United States)

    Corvetto, M; McCready, M; Cook, C; Pietrobon, R; Altermatt, F

    2010-04-01

    To conduct a survey to profile the practice of regional anesthesia in Chile and determine the limitations on its use. A link to an online questionnaire was sent by e-mail to anesthesiologists who were members of their national professional association (Sociedad Chilena de Anestesiologia). The survey was processed anonymously. Multiple choice items elicited responses concerning general demographic information, professional experience as an anesthetist, academic degree, hospital size, and the use of regional anesthesia in clinical practice (number of procedures and types of techniques). Finally, the questionnaire focused on the use of nerve and plexus blocks. A total of 209 completed questionnaires were received, for a response rate of 54%. Regional anesthesia was part of routine practice for 97% of the respondents; 68% reported that regional techniques were used in more than 30% of their caseload. Most performed neuraxial techniques: 98.1% were spinal blocks, 96.2% lumbar epidural blocks, and 66.9% thoracic epidural blocks. Routine use of peripheral nerve blockade was reported by 73.7%. Upper limb anesthesia was provided significantly more often than lower limb anesthesia (P =.011). The most common technique involved use of a peripheral nerve stimulator (64%). Skills were mainly acquired through residency programs (68.9%) and self-teaching (20.1%). Peripheral nerve blocks were never performed by 26.3% of the respondents; the reason given most often was lack of training. Although regional anesthesia is commonly used in Chile, neuraxial blocks remain the most frequently used types. Peripheral nerve blocks are used fairly often, mostly on an upper limb. Training should stimulate attempts to promote more widespread use of all forms of regional anesthesia.

  17. MRI of the prostate in Germany. Online survey among radiologists

    Energy Technology Data Exchange (ETDEWEB)

    Mueller-Lisse, U.G.; Reiser, M. [Univ. Munich (Germany). Dept. of Radiology; Lewerich, B. [Deutsche Roentgengesellschaft, Geschaeftsstelle, Berlin (Germany); Mueller-Lisse, U.L. [Interdisziplinaeres Onkologisches Zentrum Muenchen (IOZ) (Germany). Dept. of Urology; Scherr, M.K. [Berufsgenossenschaftliche Unfallklinik, Dept. of Radiology, Murnau (Germany)

    2015-08-15

    To assess structural, technical, and communicative aspects of dedicated MR examinations of the prostate (MRP) offered by radiologists in Germany. We conducted an eight-item online survey among members of the German Radiology Society (DRG). Radiological institutions were asked about their structure, i. e., either hospital department (HD) or private practice (PP), number of board-certified radiologists, postal regions, number of MRPs in 2011, MR technology and MR sequences applied, ways to communicate results, and feedback from referring physicians on results of subsequent tests and procedures. Submissions were cleared of redundancies and anonymized. Differences in the number of positive replies to each item were statistically significant at p < 0.05 for two-tailed testing in 2 x 2 tables. The survey represented board-certified radiologists in 128 institutions (63 HDs and 65 PPs) in 67/95 German postal regions (71 %). Almost two-thirds of institutions performed 11 to 50 MRPs in 2011, more often at 1.5 T (116/128, 91 %) than at 3.0 T (36/128, 28 %), and most frequently with surface coils (1.5 T, 88/116, 76 %; 3.0 T, 34/36, 94 %; chi-square, 1.9736, 0.1 < p < 0.25). About two-thirds of 1.5 T users and 90 % of 3.0 T users applied at least one functional MR modality (diffusion-weighted imaging, dynamic contrast-enhanced imaging, or MR spectroscopy) for MRP. Reports including graphic representations of the prostate were applied by 21/128 institutions (16 %). Clinical feedback after MRP to radiologists other than upon their own request was infrequent (HDs, 32 - 45 %, PPs, 18 - 32 %). MRP was a widely available, small-volume examination among radiologists in Germany in 2011. The technology mainstay was a 1.5 T surface coil examination including at least one functional MR modality. Dedicated reporting and feedback mechanisms for quality control were underdeveloped.

  18. The phenomenology of lucid dreaming: an online survey.

    Science.gov (United States)

    Stumbrys, Tadas; Erlacher, Daniel; Johnson, Miriam; Schredl, Michael

    2014-01-01

    In lucid dreams the dreamer is aware that he or she is dreaming. Although such dreams are not that uncommon, many aspects of lucid dream phenomenology are still unclear. An online survey was conducted to gather data about lucid dream origination, duration, active or passive participation in the dream, planned actions for lucid dreams, and other phenomenological aspects. Among the 684 respondents who filled out the questionnaire, there were 571 lucid dreamers (83.5%). According to their reports, lucid dreams most often originate spontaneously in adolescence. The average lucid dream duration is about 14 minutes. Lucid dreamers are likely to be active in their lucid dreams and plan to accomplish different actions (e.g., flying, talking with dream characters, or having sex), yet they are not always able to remember or successfully execute their intentions (most often because of awakening or hindrances in the dream environment). The frequency of lucid dream experience was the strongest predictor of lucid dream phenomenology, but some differences were also observed in relation to age, gender, or whether the person is a natural or self-trained lucid dreamer. The findings are discussed in light of lucid dream research, and suggestions for future studies are provided.

  19. The Effect of Trust Towards Online Repurchase Intention With Perceived Usefulness As An Intervening Variable: A Study on KASKUS Marketplace Customers

    Directory of Open Access Journals (Sweden)

    Retno Setyorini

    2016-06-01

    Full Text Available Using the internet, producers and consumers can get more practical alternative to sell or to buy products or services that they want. Internet adoption is very important to the success of a company. The purpose of this study is to know the effect of trust towards online repurchase intention with perceived usefulness as an intervening variable. The respondents in this study consist of 400 KASKUS customers in Indonesia who has made twice or more transactions. The sampling method used in this study is convenience sampling. This research included in descriptive research with causal approach. Techniques of data analysis in this study using descriptive analysis and path analysis to determine the effect of each variable directly and indirectly. Therefore, the paper discusses the outcomes from The Effect of Trust Towards Online Repurchase Intention With Perceived Usefulness. The study show that trust has percentage of 74.656%, perceived usefulness 78.975% and online repurchase intention 78.479%. It’s mean that trust, perceived usefulness and online customers repurchase intention KASKUS customers included in good category.

  20. A Survey of Educational Needs and Online Training Perceptions in the Wood Products Industry

    Science.gov (United States)

    Quesada-Pineda, Henry J.; Conn, Samuel S.; Sanchez, L. Scarlett

    2011-01-01

    A sample of 651 wood products industries were surveyed to determine their educational needs and quantify their interest in receiving continuing education via an online format. In the survey, respondents were asked to rank, in order of priority, their educational needs. With a 15.2% response rate, survey respondents (n=99) indicated that an online…

  1. Towards Development of OER Derived Custom-Built Open Textbooks: A Baseline Survey of University Teachers at the University of the South Pacific

    Directory of Open Access Journals (Sweden)

    Deepak Prasad

    2014-09-01

    Full Text Available Textbook prices have soared over the years, with several studies revealing many university students are finding it difficult to afford textbooks. Fortunately, two innovations – open educational resources (OER and open textbooks – hold the potential to increase textbook affordability. Experts, though, have stated the obvious: that students can save money through open textbooks only if teachers are willing to develop and use them. Considering both the high price of textbooks and the benefits offered by OER and open textbooks, the aim of this study was to assess the University of the South Pacific (USP teachers’ willingness towards development of custom-built OER derived open textbooks for their courses with a focus on providing a foundation for strategies to promote open textbook development at USP. This paper reports the findings of an online survey of 39 USP teachers. The results show that 17 teachers were willing to develop OER derived custom-built open textbooks for their courses. Besides this, there are findings relating to six important areas: teachers’ motivation to develop open textbooks; the frequency of more than one prescribed textbook per course; teachers’ awareness of the costs of the prescribed textbooks; the average cost of prescribed textbooks in a course; teachers’ awareness and utilization of OER and open textbooks; and teachers’ perceived barriers to using OER and types of challenges they encounter while using OER. These findings have been discussed in relation to research studies on OER and open textbooks.

  2. The Effect of Relationship Bonding Tactics on Customer Values for Online Stores%网上商店绑定策略对顾客价值影响的实证研究

    Institute of Scientific and Technical Information of China (English)

    金玉芳; 胡宁俊; 张瑞雪

    2011-01-01

    With the development of new technology, the Intemet has already changed not only business models, but also consumer's behaviors. However, the Intemet still does not change the basic need for firms to build good relationships with customers. Electronic business is increasingly displacing traditional business because online shoppers can now search and compare products from anywhere at minimal cost. The convenience of online shopping is creating challenges for online stores to establish a long - term relationship with customers because they can easily navigate from one shop to another. How to effectively build and maintain a good relationship with consumers remains an important issue for online stores.The objective of this study is to investigate the effect of different customer bonding tactics on customer values for online stores. A number of relationships between different bonding tactics and three dimensions of customer values are logically developed. Our survey instrument has a high reliability and validity based on the EFA and Cronbach α values. An online survey was created and was distributed to potential subjects via QQ, MSN, email, forum and other Intemet media for one month. A total of 450 subjects participated in this study. Only 364 valid data were retained for further processing.Our statistical test results show that six hypotheses are supported and five hypotheses are rejected in this research model.Purchasing process bonding has the strongest effect on procedural value. Shopping experience bonding has the second strongest effect on the outcome value. Procedural value has the most significant impact on the outcome value in all three customer value interactions. In contrast, financial bonding tactics do not have positive effect on the outcome value. Social bonding tactics do not have a significant effect on the outcome value.We also performed qualitative interviews with selected participants. Most online stores in China have low interactions with

  3. 行业竞争力导向的在线大规模定制产品族规模优化方法%Size Optimization Method for On-line Mass Customization of Product Family

    Institute of Scientific and Technical Information of China (English)

    伊辉勇; 刘伟

    2011-01-01

    客户导向的产品族规模优化方法在与竞争对手产品族相比时并不一定能使在线定制服务提供商获得竞争优势,还需要考虑竞争对手产品族对其产品族规模的影响.产品族规模优化应该在满足工程技术约束和制造规模经济性的基础上,引入产品功能配置元和结构配置元,结合客户需求强度和偏好分析,构建了行业竞争力导向的在线大规模定制产品族规模优化方法,最后结合案例证明该方法的有效性.%Manufacturers are now offering product customization services to the end customer. Customer satisfaction becomes important for manufacturers to stay competitive. Satisfying customers with the product family is difficult for a company to achieve. To achieve competitive advantages, a company may need to consider potential influence of competitive product family. The product family is defined from the perspectives of engineering design and manufacturing. The concept can help people understand product features and component configuration elements. We use a survey to evaluate competitiveness of product family for known and unknown family structure of competitive products. Product family size optimization method and steps for on-line mags customization of industrial competitiveness-oriented is built.In the first part, this paper discusses the concept of product family. We use the concept to build topological structure of product family. The product family scale is defined from the perspectives of engineering design and manufacturing. In the second part, we discuss the use of product family scale optimization model to gain competitiveness. We evaluate the product family structure of competitors through the screening and identification of industry competitors, the comparison and evaluation of product family, and the optimization of product family structure and size. When the product family structure of competitors is unknown, we directly evaluate product family and

  4. What Are Students Hearing about Online Searching? A Survey of Faculty.

    Science.gov (United States)

    Clark, Juleigh Muirhead; Silverman, Susan

    1989-01-01

    Student requests for online searching often show that faculty members have suggested inappropriate searches. A survey of faculty that examined their use of online searching in research and their communications to students about this research method is described, and ways in which librarians might improve the situation are suggested. The…

  5. Relating Training to Job Satisfaction: A Survey of Online Faculty Members

    Science.gov (United States)

    Hoekstra, Brian

    2014-01-01

    The purpose of this study was to determine whether training affected the job satisfaction reported by online faculty members. A convenience sample of 492 Iowa Community College Online Consortium (ICCOC) faculty members were invited to participate in a quantitative survey, and 148 responded. Overall Job Satisfaction was operationalized through the…

  6. NON-DATABASE CUSTOMER AS SPATIAL ISSUES OF ESTIMATING HYPERMARKET’S LIFETIME VALUE: AN APPROACH OF SURVEY-GIS METHOD

    Directory of Open Access Journals (Sweden)

    Malliga Marimuthu

    2011-09-01

    Full Text Available Prospecting hypermarket lifetime value is vital important to predict how long the business will be survive in the marketplace as important as measured the profitability of the business. Mostly, the hypermarket has been used database customer as main resources of predicting their customer without consider any data from non-database customer, which also called “free customer”. In fact, non-customer is spatial-based information where never tied with hypermarket database of customer. This is actually the gaps that exist in prospecting customer lifetime value where most of study was aimed on database customer and also lacks in tied spatial-based information to the hypermarket’s customer database. The objective of this paper is to discuss non-database customer as spatial issues during estimating the profitability of hypermarket business. Secondly, this study is aimed to demonstrate the location of non-database customer as base platform for further works on prospecting customer lifetime value. The method use in this study is combination survey-GIS as solution for handle non-database customer in spatial environment. Specifically, Arcview software (GIS is used as main method for modelling the physical location of marketplace. Meanwhile, a postal address of non-database customer which is collected from survey is used for testing under the physical model of marketplace location. The Seberang Perai Tengah of Penang in Malaysia is setting as location of the study. One of the result shows that non-database customer can visualized individually by specific location that based on street and road. This study will suggest on how to used spatial data as a part of predicting lifetime value of customer where it can produced results in more precise and concurrently.

  7. CUSTOMER SATISFACTION IN MOBILE PHONE SERVICES IN BANGLADESH: A SURVEY RESEARCH

    National Research Council Canada - National Science Library

    Uddin, Mohammed Belal; Akhter, Bilkis

    2012-01-01

    ...) including measurement model and structural model were applied to analyze data. The empirical results demonstrate that service quality and fair price have indirect influence on customer satisfaction of a mass service industry (i.e...

  8. 基于KANO模型的客户满意度与网购平台现状分析%Analysis of Customer Satisfaction with Online Shopping Platform Based on Kano Model

    Institute of Scientific and Technical Information of China (English)

    王洁; 何静娴; 江畅

    2012-01-01

    电子商务迅速发展,各大网购平台的竞争也越来越激烈,企业如何在这样的竞争中生存,如何吸引顾客、留住顾客.本文通过Kano模型从四项指标对客户满意度进行调查,计算出各网购平台的四项指标分数,从而分析网购平台的现状和发展.%With the rapid development of e-commerce, a great number of online shopping platforms have been faced with increasingly fierce competition. How will the businesses survive in the competition, attracting and retaining customers? In this paper, the Kano model is used to conduct the customer satisfaction survey from four different directions. By calculating the scores of the four index, we analyze the current status and the development of online shopping platforms.

  9. Surveying the Relationship between Brand Equity and Brand-Customer Personality Congruency

    OpenAIRE

    Morteza Rezaei; Shahram Jamali Kapak; Shahriar Azizi

    2013-01-01

    Assigning human`s personality features to brands is one of the main subjects that has been focused by researchers in latest decades. On the other hand, congruency of brand personality with customers` personality is a concept that could affect brand equity. So in order to explore this relationship, this research has tested a model in Shahrvand Chain Stores of Tehran. Sample of 185 customers of this store has been selected and finally with return rate of 90%, 163 usable questionnaires have been...

  10. Solutions to Detect and Analyze Online Radicalization : A Survey

    CERN Document Server

    Correa, Denzil

    2013-01-01

    Online Radicalization (also called Cyber-Terrorism or Extremism or Cyber-Racism or Cyber- Hate) is widespread and has become a major and growing concern to the society, governments and law enforcement agencies around the world. Research shows that various platforms on the Internet (low barrier to publish content, allows anonymity, provides exposure to millions of users and a potential of a very quick and widespread diffusion of message) such as YouTube (a popular video sharing website), Twitter (an online micro-blogging service), Facebook (a popular social networking website), online discussion forums and blogosphere are being misused for malicious intent. Such platforms are being used to form hate groups, racist communities, spread extremist agenda, incite anger or violence, promote radicalization, recruit members and create virtual organi- zations and communities. Automatic detection of online radicalization is a technically challenging problem because of the vast amount of the data, unstructured and noisy ...

  11. A survey of the effects of brand value on customer satisfaction in pharmaceutical and biological industries

    Directory of Open Access Journals (Sweden)

    Alipour, A.

    2016-07-01

    Full Text Available . The purpose of this study was to describe how companies in pharmaceutical and biological sectors can ensure their position in different markets by relying on sustainable, competitive advantages, resulting from the use of a well-defined marketing model with particular emphasis on brand improvement. As competition becomes more intense among companies and phenomena such as global marketing grow in importance, domestic industries in each country become obliged to improve their competitive advantages in order to survive from a marketing perspective. Customer satisfaction is among factors which could lead to the success and profitability of a company. The present research examined the relationship between brand value and customer behavioral intention. Accordingly, 80 questionnaires were distributed among customers, selected through random sampling in Tehran, Iran. The obtained data were analyzed by SPSS. Based on descriptive statistics, two aspects of customer behavioral intention included “product introduction” and “repeat purchase”, while two aspects of brand equity were “brand awareness” and “product introduction”. The research findings showed that factors such as “brand awareness” and “brand loyalty” directly affect customer behavioral intention and satisfaction.

  12. The Construction of the on-line Customization System based on Silverlight%基于Silverlight的在线定制系统的构建

    Institute of Scientific and Technical Information of China (English)

    蔡志恒

    2012-01-01

    名字首饰在线定制需要耗费大量的人工成本,主要表现在定制服务提供商与顾客、首饰生产商之间的频繁沟通。这个沟通过程繁琐且耗时,人工成本在名字首饰定制中占很大的比重。基于Silverlight RIA的名字首饰在线定制生产系统,通过改良Web交互性能,改造企业的业务流程,解决电子商务企业运营中遇到的实际问题,该系统降低了人工成本,提高了生产效率。Silverlight RIA在电子商务的这个解决方案,可以作为其他类似场合的借鉴。%The name jewelry online customization needs to consume a large number of labour cost,which primarily shows in frequent communication between customized service providers and customers,and between jewelry manufacturers.This process of communication is cumbersome and time-consuming,labour cost accounts for a large proportion in the name jewelry customization. Based on Silverlight RIA,the production system of name jewelry online customization reduces the labor cost and improves productivity by upgrading Web interactive performance and transforming business process,and the production system also solves the practical problems in the process of E-business enterprise operation.The solution of Silverlight RIA in the E-business can be used for reference in other similar occasion.

  13. Social Media Use of Cooperative Extension Family Economics Educators: Online Survey Results and Implications

    Science.gov (United States)

    O'Neill, Barbara; Zumwalt, Andrew; Bechman, Janet

    2011-01-01

    This article describes results of an online survey conducted by the eXtension Financial Security for All (FSA) Community of Practice (CoP) to determine the social media capacity and activity of its members. The survey was conducted to inform two subsequent FSA CoP programs: an archived webinar on social media programs and impact evaluation methods…

  14. Exploring Ethical Issues Associated with Using Online Surveys in Educational Research

    Science.gov (United States)

    Roberts, Lynne D.; Allen, Peter J.

    2015-01-01

    Online surveys are increasingly used in educational research, yet little attention has focused on ethical issues associated with their use in educational settings. Here, we draw on the broader literature to discuss 5 key ethical issues in the context of educational survey research: dual teacher/researcher roles; informed consent; use of…

  15. Social Media Use of Cooperative Extension Family Economics Educators: Online Survey Results and Implications

    Science.gov (United States)

    O'Neill, Barbara; Zumwalt, Andrew; Bechman, Janet

    2011-01-01

    This article describes results of an online survey conducted by the eXtension Financial Security for All (FSA) Community of Practice (CoP) to determine the social media capacity and activity of its members. The survey was conducted to inform two subsequent FSA CoP programs: an archived webinar on social media programs and impact evaluation methods…

  16. Exploring Ethical Issues Associated with Using Online Surveys in Educational Research

    Science.gov (United States)

    Roberts, Lynne D.; Allen, Peter J.

    2015-01-01

    Online surveys are increasingly used in educational research, yet little attention has focused on ethical issues associated with their use in educational settings. Here, we draw on the broader literature to discuss 5 key ethical issues in the context of educational survey research: dual teacher/researcher roles; informed consent; use of…

  17. On-line Payment System Survey – eCash

    Directory of Open Access Journals (Sweden)

    Marius Popa

    2009-12-01

    Full Text Available The paper presents the main aspects regarding an on-line payment system. Some characteristics of such system are presented and an existing system is analyzed. On its fundamental sense, the electronic commerce is a concept that represents the purchase and sale process or exchange of products, services, information, using o computer network, inclusively the Internet. In the most part of the cases, the electronic commerce imply on-line payments that lead to creation of some kinds of electronic money and some specific payment systems. There are described the some electronic payment mechanisms and the architecture and the functions of the on-line payment system E-Cash are depicted.

  18. ONLINE PORNOGRAPHY AND SEXUALITY: SOME RESULTS OF EU KIDS ONLINE SURVEY II IN THE ROMANIAN CASE

    Directory of Open Access Journals (Sweden)

    VALENTINA MARINESCU

    2014-05-01

    Full Text Available The present article intends to analyze the exposure of Romanian children and teens to sexually explicit message and the so-called „sexting” activities they perform in the online environment. The main research topic to which we try to find some answers is: are young people more exposed to risks because they view sexually explicit content online and send sexual messages to others? Our results validate the risk migration hypothesis, the blurring boundaries between the online and offline worlds enabling the migration of risk from the real world to the internet and the reverse. At the same time, the date of EU Kinds Online II validate the vulnerability hypothesis, according to which the harm declared by the children following the exposure to sexually explicit images and the receiving the sexual messages is the result of their socio-demographic vulnerabilities

  19. International multi-site survey on the use of online support groups in bipolar disorder.

    Science.gov (United States)

    Bauer, Rita; Conell, Jörn; Glenn, Tasha; Alda, Martin; Ardau, Raffaella; Baune, Bernhard T; Berk, Michael; Bersudsky, Yuly; Bilderbeck, Amy; Bocchetta, Alberto; Bossini, Letizia; Castro, Angela M Paredes; Cheung, Eric Y W; Chillotti, Caterina; Choppin, Sabine; Zompo, Maria Del; Dias, Rodrigo; Dodd, Seetal; Duffy, Anne; Etain, Bruno; Fagiolini, Andrea; Hernandez, Miryam Fernández; Garnham, Julie; Geddes, John; Gildebro, Jonas; Gonzalez-Pinto, Ana; Goodwin, Guy M; Grof, Paul; Harima, Hirohiko; Hassel, Stefanie; Henry, Chantal; Hidalgo-Mazzei, Diego; Kapur, Vaisnvy; Kunigiri, Girish; Lafer, Beny; Larsen, Erik R; Lewitzka, Ute; Licht, Rasmus W; Hvenegaard Lund, Anne; Misiak, Blazej; Piotrowski, Patryk; Monteith, Scott; Munoz, Rodrigo; Nakanotani, Takako; Nielsen, René E; O'donovan, Claire; Okamura, Yasushi; Osher, Yamima; Reif, Andreas; Ritter, Philipp; Rybakowski, Janusz K; Sagduyu, Kemal; Sawchuk, Brett; Schwartz, Elon; Scippa, Ângela M; Slaney, Claire; Sulaiman, Ahmad H; Suominen, Kirsi; Suwalska, Aleksandra; Tam, Peter; Tatebayashi, Yoshitaka; Tondo, Leonardo; Vieta, Eduard; Vinberg, Maj; Viswanath, Biju; Volkert, Julia; Zetin, Mark; Whybrow, Peter C; Bauer, Michael

    2017-08-01

    Peer support is an established component of recovery from bipolar disorder, and online support groups may offer opportunities to expand the use of peer support at the patient's convenience. Prior research in bipolar disorder has reported value from online support groups. To understand the use of online support groups by patients with bipolar disorder as part of a larger project about information seeking. The results are based on a one-time, paper-based anonymous survey about information seeking by patients with bipolar disorder, which was translated into 12 languages. The survey was completed between March 2014 and January 2016 and included questions on the use of online support groups. All patients were diagnosed by a psychiatrist. Analysis included descriptive statistics and general estimating equations to account for correlated data. The survey was completed by 1222 patients in 17 countries. The patients used the Internet at a percentage similar to the general public. Of the Internet users who looked online for information about bipolar disorder, only 21.0% read or participated in support groups, chats, or forums for bipolar disorder (12.8% of the total sample). Given the benefits reported in prior research, clarification of the role of online support groups in bipolar disorder is needed. With only a minority of patients using online support groups, there are analytical challenges for future studies.

  20. Surveying the relationship between brand equity and brand-customer personality congruency

    Directory of Open Access Journals (Sweden)

    Shahriar Azizi

    2013-03-01

    Full Text Available Assigning human`s personality features to brands is one of the main subjects that has been focused by researchers in latest decades. On the other hand, congruency of brand personality with customers` personality is a concept that could affect brand equity. So in order to explore this relationship, this research has tested a model in Shahrvand Chain Stores of Tehran. Sample of 185 customers of this store has been selected and finally with return rate of 90%, 163 usable questionnaires have been returned. Partial Least Square method using SMART PLS software V 1.5 showed that brand-customer personality congruency has significant and positive relationship with brand trust (t=2.214, = β0.205 and brand identification (t= 1.944, = β0.179 with sig< 0.10, also brand identification has positive relationship on brand loyalty (t=5.371, = β0.467 and brand trust has positive effect on brand loyalty (t=3.741, = β0.346 and brand equity (t=2.583, =β0.267, and finally brand loyalty has positive effect on brand equity (t=5.039, =β0.559. In the other hand, the results revealed that brand-customer personality congruency has no direct effect on brand loyalty. Also brand identification do not directly affects brand equity.

  1. Online Cultural Heritage Exhibitions: A Survey of Strategic Issues

    Science.gov (United States)

    Liew, Chern Li

    2006-01-01

    Purpose: This paper seeks to report findings from a study that looked at a range of strategic issues faced in the development, management and maintenance of online cultural heritage exhibitions. The study examined exhibitions from different types of cultural agencies and asked questions about whether, for instance, the exhibitions are part of the…

  2. Online Cultural Heritage Exhibitions: A Survey of Information Retrieval Features

    Science.gov (United States)

    Liew, Chern Li

    2005-01-01

    Purpose: What kinds of online cultural heritage exhibitions are now available on the internet? How far have these cultural heritage institutions voyaged in terms of harnessing the power of information and communication technology and the interactivity of multimedia systems to exhibit cultural heritage resources? This study aims to highlight the…

  3. A Study on the Customer Value in Online Travel Companies%在线旅游企业顾客价值研究

    Institute of Scientific and Technical Information of China (English)

    易慧玲

    2012-01-01

    With the traits of convenience and quickness, the thriving of online travel company hit the tradi- tional travel agency, because of the increasing of users and the entering of new online travel company. In order to keep the competitiveness of company, online travel company should establish the database of customer, com- bine tourism products and perfect the construction of departments, found counsel department to communicate with customer easily.%在线旅游企业的出现对传统旅行社造成了冲击,其快捷和方便的特点是迅速发展的前提条件,由于迅速激增的用户以及新兴在线旅游企业的进入,为保持企业竞争活力,在线旅游企业要建立顾客数据库,整合旅游产品,完善部门结构,组建客户咨询部门,加强与顾客的沟通。

  4. Customer satisfaction survey with the National Vaccine Cold Chain Delivery Service.

    Science.gov (United States)

    Meara, M O; Morrissey, Y; Corcoran, B

    2009-05-01

    In 2008 the Health Service Executive (HSE) carried out a survey to assess general practitioners (GPs) satisfaction with the National Vaccine Cold Chain Service. This survey found high levels of satisfaction (> 90%) with the service. Over half of those surveyed had used the vaccine returns service with the majority (89.2%) finding it good or very good.

  5. Would Malaysian Customers Buy Fashion Goods Online? An exploratory study on the prospect of fashion e-tailing in Malaysia

    OpenAIRE

    Mak, Sook Han

    2008-01-01

    With the growing interest in online shopping along with the increase in internet penetration within the country, it is expected that more product categories will be offered online by local retailers. In the Malaysian retail scene, fashion is set to be one among the many potential new categories making its presence felt in the online channel soon. Taking cue from this new development, an exploratory research is conducted to understand the views of Malaysian consumers with the prospect of buyin...

  6. 在线大规模定制下面向异质客户的需求智能获取方法%Intelligent need acquisition approach for heterogeneous customers under online mass customization

    Institute of Scientific and Technical Information of China (English)

    但斌; 经有国; 孙敏; 张旭梅

    2012-01-01

    为便捷地在线获取需求表达能力异质的众多消费类机电产品客户的定制需求,研究了一种面向异质客户的需求智能获取方法。建立了面向异质客户的需求智能获取方法的体系结构,提出了实现该体系结构的具体过程。通过获取客户的个人特征和需求情境信息、特征推理分析、模糊加权计算、置信度阈值检测、反馈与需求表达及去模糊化处理等6个步骤,为每一位客户提供定制的需求交互过程,并最终输出精确的客户需求信息。以摩托车产品为案例说明了该方法的有效性和实用性。%To acquire the customization needs of numerous consumer electromechanical products' client with heterogeneous need expression abilities online conveniently,an intelligent need acquisition approach oriented to heterogeneous customers was studied.The architecture of intelligent need acquisition for heterogeneous customers was constructed,and the implementation process of this architecture was also presented.Through acquirng the individual feature of clients and follow six steps: acquisition of customer personal characteristics and need scenarios,feature reasoning analysis,fuzzy weighted calculation,confidence threshold detection,feedback and need expression,and defuzzification,the interaction process of need acquisition was provided for each customer,and precise customer needs were output at last.The motorcycle was taken as an example to illustrate the practicability and effectiveness of the approach.

  7. A Study to Examine Differences Between In Person and Online Survey Data Collection Methodologies.

    Directory of Open Access Journals (Sweden)

    ROBERT CASE,

    2009-01-01

    Full Text Available The purpose of this study was to examine differences between the results of an in person or face-to-face direct spending survey and a post-event online direct spending survey. Participants in a large annual marathon held in the Mid-Atlantic Region of the United States were used as subjects for the study. The research methodology selected for this study included an in person survey instrument administered to out-of-town marathon participants prior to the start of the event during the race number and race timing chip pick-up period. The same survey instrument was administered online four days after the conclusion of the marathon to the same group of out-of-town marathon participants who did not previously respond to the in person survey. Analysis of data and results revealed that average direct spending for the online respondents was consistently and significantly higher than spending for the in person respondents on direct spending questions. Spending on lodging for both groups showed no significant differences. It was recommended that the use of online survey methods be considered when conducting direct spending studies for participant oriented sporting events when adequate e-mail addresses are available and the potential respondents have a certain level of computer literacy.

  8. Surveying the Relationship between Brand Equity and Brand-Customer Personality Congruency

    Directory of Open Access Journals (Sweden)

    Morteza Rezaei

    2013-01-01

    Full Text Available Assigning human`s personality features to brands is one of the main subjects that has beenfocused by researchers in latest decades. On the other hand, congruency of brand personalitywith customers` personality is a concept that could affect brand equity. So in order to explorethis relationship, this research has tested a model in Shahrvand Chain Stores of Tehran.Sample of 185 customers of this store has been selected and finally with return rate of 90%,163 usable questionnaires have been returned. Partial Least Square method using SMARTPLS software V 1.5 showed that brand-customer personality congruency has significant andpositive relationship with brand trust (t=2.214, =β0.205 and brand identification (t= 1.944, =β0.179 with sig< 0.10, also brand identification has positive relationship on brand loyalty(t=5.371, =β0.467 and brand trust has positive effect on brand loyalty (t=3.741, =β0.346and brand equity (t=2.583, =β0.267, and finally brand loyalty has positive effect on brandequity (t=5.039, =β0.559. In the other hand, the results revealed that brand-customerpersonality congruency has no direct effect on brand loyalty. Also brand identification do notdirectly affects brand equity.

  9. The strange case of online surveys: response issues and respondent characteristics

    DEFF Research Database (Denmark)

    Adamsen, Jannie Mia; Rundle-Thiele, Sharyn; Mehnert, Christina

    2011-01-01

    This research contributes to existing knowledge about collecting data online by analysing multiple data sets on key criteria including overall representativeness of the samples, response and break-off rates, timeliness of response and reminder effects. Across eight online surveys that initially...... in responses on the preference measures for Leaders, Early or Late Majority or Laggards and secondly, we have only considered the demographic characteristics of responders. The information can be utilised by researchers in the planning and management process of online surveys, especially since the results...... a reminder 48-72 hours after the initial invitation and closing the survey one to two days later; based on our results this time-wise approach still captures 90% of respondents. This study must be viewed in light of some key limitations. Firstly, we have not considered whether there are differences...

  10. Online and Social Media Data As an Imperfect Continuous Panel Survey.

    Science.gov (United States)

    Diaz, Fernando; Gamon, Michael; Hofman, Jake M; Kıcıman, Emre; Rothschild, David

    2016-01-01

    There is a large body of research on utilizing online activity as a survey of political opinion to predict real world election outcomes. There is considerably less work, however, on using this data to understand topic-specific interest and opinion amongst the general population and specific demographic subgroups, as currently measured by relatively expensive surveys. Here we investigate this possibility by studying a full census of all Twitter activity during the 2012 election cycle along with the comprehensive search history of a large panel of Internet users during the same period, highlighting the challenges in interpreting online and social media activity as the results of a survey. As noted in existing work, the online population is a non-representative sample of the offline world (e.g., the U.S. voting population). We extend this work to show how demographic skew and user participation is non-stationary and difficult to predict over time. In addition, the nature of user contributions varies substantially around important events. Furthermore, we note subtle problems in mapping what people are sharing or consuming online to specific sentiment or opinion measures around a particular topic. We provide a framework, built around considering this data as an imperfect continuous panel survey, for addressing these issues so that meaningful insight about public interest and opinion can be reliably extracted from online and social media data.

  11. Online and Social Media Data As an Imperfect Continuous Panel Survey.

    Directory of Open Access Journals (Sweden)

    Fernando Diaz

    Full Text Available There is a large body of research on utilizing online activity as a survey of political opinion to predict real world election outcomes. There is considerably less work, however, on using this data to understand topic-specific interest and opinion amongst the general population and specific demographic subgroups, as currently measured by relatively expensive surveys. Here we investigate this possibility by studying a full census of all Twitter activity during the 2012 election cycle along with the comprehensive search history of a large panel of Internet users during the same period, highlighting the challenges in interpreting online and social media activity as the results of a survey. As noted in existing work, the online population is a non-representative sample of the offline world (e.g., the U.S. voting population. We extend this work to show how demographic skew and user participation is non-stationary and difficult to predict over time. In addition, the nature of user contributions varies substantially around important events. Furthermore, we note subtle problems in mapping what people are sharing or consuming online to specific sentiment or opinion measures around a particular topic. We provide a framework, built around considering this data as an imperfect continuous panel survey, for addressing these issues so that meaningful insight about public interest and opinion can be reliably extracted from online and social media data.

  12. Preferences for Internet-Based Mental Health Interventions in an Adult Online Sample: Findings From an Online Community Survey.

    Science.gov (United States)

    Batterham, Philip J; Calear, Alison L

    2017-06-30

    Despite extensive evidence that Internet interventions are effective in treating mental health problems, uptake of Internet programs is suboptimal. It may be possible to make Internet interventions more accessible and acceptable through better understanding of community preferences for delivery of online programs. This study aimed to assess community preferences for components, duration, frequency, modality, and setting of Internet interventions for mental health problems. A community-based online sample of 438 Australian adults was recruited using social media advertising and administered an online survey on preferences for delivery of Internet interventions, along with scales assessing potential correlates of these preferences. Participants reported a preference for briefer sessions, although they recognized a trade-off between duration and frequency of delivery. No clear preference for the modality of delivery emerged, although a clear majority preferred tailored programs. Participants preferred to access programs through a computer rather than a mobile device. Although most participants reported that they would seek help for a mental health problem, more participants had a preference for face-to-face sources only than online programs only. Younger, female, and more educated participants were significantly more likely to prefer Internet delivery. Adults in the community have a preference for Internet interventions with short modules that are tailored to individual needs. Individuals who are reluctant to seek face-to-face help may also avoid Internet interventions, suggesting that better implementation of existing Internet programs requires increasing acceptance of Internet interventions and identifying specific subgroups who may be resistant to seeking help.

  13. Implementing patient satisfaction survey findings into a customer service action plan.

    Science.gov (United States)

    Luallin, Meryl D

    2004-01-01

    Patient satisfaction surveys have become popular gauges of practice efficiency and are among the markers used by third-party payers to measure health-care quality. Although surveys may yield valuable information for providers to improve their services, these results most often are assigned a low priority and not applied in actual practice. This article briefly outlines the basic features of a patient satisfaction survey and details specific steps that managers may follow to implement their findings.

  14. A Framework for Finding and Summarizing Product Defects, and Ranking Helpful Threads from Online Customer Forums through Machine Learning

    Science.gov (United States)

    Jiao, Jian

    2013-01-01

    The Internet has revolutionized the way users share and acquire knowledge. As important and popular Web-based applications, online discussion forums provide interactive platforms for users to exchange information and report problems. With the rapid growth of social networks and an ever increasing number of Internet users, online forums have…

  15. A Framework for Finding and Summarizing Product Defects, and Ranking Helpful Threads from Online Customer Forums through Machine Learning

    Science.gov (United States)

    Jiao, Jian

    2013-01-01

    The Internet has revolutionized the way users share and acquire knowledge. As important and popular Web-based applications, online discussion forums provide interactive platforms for users to exchange information and report problems. With the rapid growth of social networks and an ever increasing number of Internet users, online forums have…

  16. 网购认知与顾客抱怨行为的关系研究%The Relationship between Online Shopping Perception and Customer Complaint Behaviors

    Institute of Scientific and Technical Information of China (English)

    戴化勇; 鲍升华

    2012-01-01

    在网络购物过程中,顾客会因各种产品质量问题而感到不满意,从而产生抱怨行为。基于此,文章在网络购物背景下,分析顾客抱怨行为的影响因素,通过层级回归方法,重点探讨网购认知与顾客抱怨行为的关系。研究发现网购认知与顾客抱怨行为倾向之间存在正向关系,网购认知越高,顾客抱怨行为倾向越高。并且网购认知对向卖方抱怨、私下抱怨以及向第三方机构抱怨等三类抱怨行为均存在较大影响。因此电子商务企业应加强顾客抱怨管理,提升顾客满意度。%The customer complaint behavior (CCB)could be caused by service failure and the consequent perceived dissatisfaction in online shopping. This paper analyzes the influence factors of CCB, focus on relationship between online shopping perception and CCB through hierarchical regression. The results show that online shopping has a positive effect on CCB. There is a significant influence of online shopping perception on direct complaint, private complaint and third-party complaint. So e-commerce businesses should strengthen customer complaints management to improve customer's satisfaction.

  17. Correlates of consumer trust in online health information: findings from the health information national trends survey.

    Science.gov (United States)

    Ye, Yinjiao

    2011-01-01

    The past few decades have witnessed a dramatic increase in consumers seeking health information online. However, the quality of such information remains questionable, and the trustworthiness of online health information has become a hot topic, whereas little attention has been paid to how consumers evaluate online health information credibility. This study builds on theoretical perspectives of trust such as personal-capital-based, social-capital-based, and transfer-based, and it examines various correlates of consumer trust in online health information. The author analyzed the 2007 Health Information National Trends Survey data (N = 7,674). Results showed that consumer trust in online health information did not correlate with personal capital such as income, education, and health status. Social capital indicated by visiting social networking Web sites was not associated with trust in online health information either. Nevertheless, trust in online health information transferred from traditional mass media and government health agencies to the Internet, and it varied by such information features as easiness to locate and to understand. Age appeared to be a key factor in understanding the correlates of trust in online health information. Theoretical and empirical implications of the results are discussed.

  18. [2011 after-service customer satisfaction survey of monitoring devices in Shanghai area].

    Science.gov (United States)

    Wang, Lijun; Li, Bin; Qian, Jianguo; Cao, Shaoping; He, Dehua; Zheng, Yunxin

    2013-01-01

    In 2011, Shanghai Medical Equipment Management Quality Control Center launched the fifth after-sale service satisfaction survey for medical devices in Shanghai area. There are 8 classes medical devices involving in the survey. This paper demonstrates the investigation results of monitoring devices which are from different manufacturers.

  19. A survey of online activity recognition using mobile phones.

    Science.gov (United States)

    Shoaib, Muhammad; Bosch, Stephan; Incel, Ozlem Durmaz; Scholten, Hans; Havinga, Paul J M

    2015-01-19

    Physical activity recognition using embedded sensors has enabled many context-aware applications in different areas, such as healthcare. Initially, one or more dedicated wearable sensors were used for such applications. However, recently, many researchers started using mobile phones for this purpose, since these ubiquitous devices are equipped with various sensors, ranging from accelerometers to magnetic field sensors. In most of the current studies, sensor data collected for activity recognition are analyzed offline using machine learning tools. However, there is now a trend towards implementing activity recognition systems on these devices in an online manner, since modern mobile phones have become more powerful in terms of available resources, such as CPU, memory and battery. The research on offline activity recognition has been reviewed in several earlier studies in detail. However, work done on online activity recognition is still in its infancy and is yet to be reviewed. In this paper, we review the studies done so far that implement activity recognition systems on mobile phones and use only their on-board sensors. We discuss various aspects of these studies. Moreover, we discuss their limitations and present various recommendations for future research.

  20. A Survey of Online Activity Recognition Using Mobile Phones

    Directory of Open Access Journals (Sweden)

    Muhammad Shoaib

    2015-01-01

    Full Text Available Physical activity recognition using embedded sensors has enabled many context-aware applications in different areas, such as healthcare. Initially, one or more dedicated wearable sensors were used for such applications. However, recently, many researchers started using mobile phones for this purpose, since these ubiquitous devices are equipped with various sensors, ranging from accelerometers to magnetic field sensors. In most of the current studies, sensor data collected for activity recognition are analyzed offline using machine learning tools. However, there is now a trend towards implementing activity recognition systems on these devices in an online manner, since modern mobile phones have become more powerful in terms of available resources, such as CPU, memory and battery. The research on offline activity recognition has been reviewed in several earlier studies in detail. However, work done on online activity recognition is still in its infancy and is yet to be reviewed. In this paper, we review the studies done so far that implement activity recognition systems on mobile phones and use only their on-board sensors. We discuss various aspects of these studies. Moreover, we discuss their limitations and present various recommendations for future research.

  1. Internet addiction in Greek medical students: an online survey.

    Science.gov (United States)

    Tsimtsiou, Zoi; Haidich, Anna-Bettina; Spachos, Dimitris; Kokkali, Stamatia; Bamidis, Panagiotis; Dardavesis, Theodoros; Arvanitidou, Malamatenia

    2015-06-01

    The authors investigated the prevalence of Internet addiction (IA) in undergraduate medical students to identify possible associations with sociodemographics and Internet habits. All students at the Aristotle University of Thessaloniki School of Medicine, Greece, were invited to complete the online Internet Addiction Test (IAT) along with sociodemographics and preferences on Internet activities. The authors received 585 responses after three reminders (23.5 % response rate). Mild IA was found in 24.5 %, moderate in 5.4 %, and severe in 0.2 %. In multivariable analysis, the odds to develop IA were increased with visits in Internet cafes (Odds Ratio [OR] 3.49, 95 % Confidence Interval [CI]: 1.45, 8.46), the use of Facebook (OR 2.43, 95 % CI: 1.35, 4.38), Twitter (OR 2.45, 95 % CI: 1.37, 4.39), and online games (OR 1.95, 95 % CI: 1.29, 2.94). Using e-mails seemed to be protective against IA (OR 0.59, 95 % CI: 0.37, 0.94). This is the first IA prevalence study in a European medical school. Early-detection systems and other ways to help students with pathological behaviors should be developed.

  2. Mode system effects in an online panel study : Comparing a probability-based online panel with two face-to-face reference surveys

    NARCIS (Netherlands)

    de Leeuw, E.D.|info:eu-repo/dai/nl/073351385; Struminskaya, Bella; Kaczmirek, Lars

    2015-01-01

    One of the methods for evaluating online panels in terms of data quality is comparing the estimates that the panels provide with benchmark sources. For probability-based online panels, high-quality surveys or government statistics can be used as references. If differences among the benchmark and the

  3. 78 FR 60303 - Agency Information Collection Activities: Online Survey of Web Services Employers; New...

    Science.gov (United States)

    2013-10-01

    ... of Web Services Employers; New Information Collection ACTION: 30-Day Notice. SUMMARY: The Department... collection. (2) Title of the Form/Collection: Online Survey of Web Services Employers. (3) Agency form number... USCIS obtains data on the E-Verify Program Web Services. Gaining an understanding of the Web...

  4. Factors Influencing Service-Learning Utilization in Social Work: Results from an Online Survey of Faculty

    Science.gov (United States)

    Cronley, Courtney; Madden, Elissa; Davis, Jaya; Preble, Kathleen

    2014-01-01

    The current study (N = 209) explored service-learning utilization in social work education by examining the influence of personal and institutional characteristics, perceived barriers, and beliefs about service-learning outcomes. Results of an online survey of social work educators showed that neither personal nor institutional characteristics…

  5. Respondent Conditioning in Online Panel Surveys: Results of Two Field Experiments

    NARCIS (Netherlands)

    Struminskaya, Bella

    2016-01-01

    In this article, we investigate changes in survey reporting due to prior interviewing. Two field experiments were implemented in a probability-based online panel in which the order of the questionnaires was switched. Although experimental methods for studying panel conditioning are favorable, experi

  6. Counseling Instruction in the Online Classroom: A Survey of Student and Faculty Perceptions

    Science.gov (United States)

    Cicco, Gina

    2012-01-01

    This article will review the design, procedures, and results of a recent study conducted to survey the perceptions of counseling students and professionals regarding the delivery of counseling instruction in online courses. Few studies have addressed the appropriateness, effectiveness, and evaluation procedures of counseling skills instruction via…

  7. Learning Objects as Tools for Teaching Information Literacy Online: A Survey of Librarian Usage

    Science.gov (United States)

    Mestre, Lori S.; Baures, Lisa; Niedbala, Mona; Bishop, Corinne; Cantrell, Sarah; Perez, Alice; Silfen, Kate

    2011-01-01

    Based on information gathered from two discussion sessions moderated by members of the Education and Behavioral Sciences Section's Online Learning Research Committee a survey was conducted to identify how librarians use course/learning management systems and learning objects to deliver instruction. Objectives of the study were to identify the…

  8. Factors Influencing Service-Learning Utilization in Social Work: Results from an Online Survey of Faculty

    Science.gov (United States)

    Cronley, Courtney; Madden, Elissa; Davis, Jaya; Preble, Kathleen

    2014-01-01

    The current study (N = 209) explored service-learning utilization in social work education by examining the influence of personal and institutional characteristics, perceived barriers, and beliefs about service-learning outcomes. Results of an online survey of social work educators showed that neither personal nor institutional characteristics…

  9. Decreases in tanning behaviors following a short online survey: Potential for prevention?

    Directory of Open Access Journals (Sweden)

    Rachel F. Rodgers

    2015-01-01

    Conclusions: Our study presents novel and compelling support for using brief online surveys for decreasing health-risk behaviors such as sunbed use. Such measures are extremely cost-effective and easy to disseminate and implement. Replication and extension of these findings are warranted.

  10. Evaluating teaching and learning from students’ perspectives in their classroom through easy-to-use online surveys

    Directory of Open Access Journals (Sweden)

    LIP Paul Chi Hong

    2008-06-01

    Full Text Available The aim of this article is to help technophobic teachers to use a free and easy-to-use online survey to investigate their students’ opinions and beliefs about the learning and teaching in the classroom. This article would also help technophobic teachers who were used to analyzing the results manually by counting the students’ responses from the traditional paper-based questionnaires/surveys to instantly and conveniently use online surveys to get qualitative and quantitative data from their students’ responses with just a few clicks. In this article, the researcher will share the following aspects: 1 the need to use online surveys at secondary and postsecondary level; 2 the definition of technophobia and the need to train technophobic teachers to use technology; 3 the definition of an online survey; 4 and a sharing of how to create an online surv

  11. 网络购物冲击下实体店体验性与顾客忠诚度研究--以中高收入顾客为例%Store Experiencing and Customer Loyalty Under the Threat of Online Business-Taking Upper-middle-income Customers as an Example

    Institute of Scientific and Technical Information of China (English)

    施蕾

    2016-01-01

    Online business poses a great threat to the traditional retail stores, and causes them to lose customers and profit. A large amount of researches show that improving customers’ loyalty can increase retailers’ profit. In the article, the positive correlation between store experiencing and customer loyalty is tested by structural equation modeling (SEM) and all the data information is based on questionnaire surveys among upper-middle-income customers. At the end of the thesis, suggestions are givenas how to deal withchallenges fromonline business.%网络购物的迅速发展对传统零售实体店造成了巨大的冲击,实体店铺面临着顾客流失、盈利能力下降等问题。大量研究显示,提高顾客忠诚度对提升企业利润有显著效果。本文选取中高收入顾客为主要研究对象,利用结构方程模型对所收集的样本进行实证检验,验证了实体店铺的体验性与顾客忠诚之间的关系,并主要从“如何应对网络购物的冲击”这一角度对实体店铺的经营提出建议。

  12. Patient Use of Email, Facebook, and Physician Websites to Communicate with Physicians: A National Online Survey of Retail Pharmacy Users.

    Science.gov (United States)

    Lee, Joy L; Choudhry, Niteesh K; Wu, Albert W; Matlin, Olga S; Brennan, Troyen A; Shrank, William H

    2016-01-01

    Patient-physician communication often occurs outside the clinic setting; many institutions discourage electronic communication outside of established electronic health record systems. Little empirical data are available on patient interest in electronic communication and Web-based health tools that are technically feasible but not widely available. To explore patient behavior and interest in using the Internet to contact physicians. National cross-sectional online survey. A sample of 4,510 CVS customers with at least one chronic condition in the household was used to target patients with chronic conditions and their caregivers. Subjects were identified from a national panel of over 100,000 retail pharmacy customers. Of those sampled, 2,252 responded (50.0 % response rate). Survey measures included demographic and health information, patient use of email and Facebook to contact physicians, and patient interest in and use of Web-based tools for health. A total of 37 % of patients reported contacting their physicians via email within the last six months, and 18 % via Facebook. Older age was negatively associated with contacting physicians using email (OR 0.57 [95 % CI 0.41-0.78]) or Facebook (OR 0.28 [0.17-0.45]). Non-white race (OR 1.61 [1.18-2.18] and OR 1.82 [1.24-2.67]) and caregiver status (OR 1.58 [1.27-1.96] and OR 1.71 [1.31- 2.23]) were positively associated with using email and Facebook, respectively. Patients were interested in using Web-based tools to fill prescriptions, track their own health, and access health information (37-57 %), but few were currently doing so (4-8 %). In this population of retail pharmacy users, there is strong interest among patients in the use of email and Facebook to communicate with their physicians. The findings highlight the gap between patient interest for online communication and what physicians may currently provide. Improving and accelerating the adoption of secure Web messaging systems is a possible solution that

  13. [2008 Shanghai Customer Satisfaction Survey report of after-sales service for medical imaging equipments].

    Science.gov (United States)

    Li, Bin; Wang, Li-Jun; Zhang, Li-Fang; Qian, Jian-Guo; Zheng, Jia-Gang; Zhu, Gao-Jie; He, De-Hua; Xu, Zi-Tian

    2009-07-01

    To improve the after-sales service, a survey aimed at the after-serveis of 3 kinds of medical equipment is applied among 68 hospitals in Shanghai Area in 2008.The Stat. and analysis results are showed in the paper, which will certainly channel off suppliers to set up a harmonious market together.

  14. Survey Satisficing Inflates Stereotypical Responses in Online Experiment: The Case of Immigration Study

    Directory of Open Access Journals (Sweden)

    Asako Miura

    2016-10-01

    Full Text Available Though survey satisficing, grudging cognitive efforts required to provide optimal answers in the survey response process, poses a serious threat to the validity of online experiments, a detailed explanation of the mechanism has yet to be established. Focusing on attitudes toward immigrants, we examined the mechanism by which survey satisficing distorts treatment effect estimates in online experiments. We hypothesized that satisficers would display more stereotypical responses than non-satisficers would when presented with stereotype-disconfirming information about an immigrant. Results of two experiments largely supported our hypotheses. Satisficers, whom we identified through an instructional manipulation check (IMC, processed information about immigrants’ personality traits congruently with the stereotype activated by information provided about nationality. The significantly shorter vignette reading time of satisficers corroborates their time-efficient impression formation based on stereotyping. However, the shallow information processing of satisficers can be rectified by alerting them to their inattentiveness through use of a repeated IMC.

  15. Mass Customization Measurements Metrics

    DEFF Research Database (Denmark)

    Nielsen, Kjeld; Brunø, Thomas Ditlev; Jørgensen, Kaj Asbjørn

    2014-01-01

    A recent survey has indicated that 17 % of companies have ceased mass customizing less than 1 year after initiating the effort. This paper presents measurement for a company’s mass customization performance, utilizing metrics within the three fundamental capabilities: robust process design, choice...... navigation, and solution space development. A mass customizer when assessing performance with these metrics can identify within which areas improvement would increase competitiveness the most and enable more efficient transition to mass customization....

  16. The Impact of Fitness between Consumers and Product-harm Crisis on the Online Dysfunctional Customer Behavior

    Institute of Scientific and Technical Information of China (English)

    Huichao; LI; Jiaojiao; FENG; Jun; WANG

    2014-01-01

    With the popularization of the Internet,this technology has changed the form of information dissemination. The information will spread quickly when food product harm crisis happens,and the phenomenon that information of product-harm spills over is very common. This article is based on " Frustration- Misbehaving" research paradigm,combined with the information dissemination motivation theory,discusses that the fitness between the consumers and the crisis will promote consumers’ dysfunctional customer behavior. The study found that the fitness between the consumers and the crisis has significant effect on consumers’ dysfunctional customer behavior,perceived social damage has a mediator effect between fitness and consumers’ misbehavior,and the moderating effect of consumers’ aggression tendency is significant,but not the emotional tendency. The theoretical contribution and valuable implications of findings for communication of crisis management are discussed at last.

  17. Sources of traffic and visitors' preferences regarding online public reports of quality: web analytics and online survey results.

    Science.gov (United States)

    Bardach, Naomi S; Hibbard, Judith H; Greaves, Felix; Dudley, R Adams

    2015-05-01

    In the context of the Affordable Care Act, there is extensive emphasis on making provider quality transparent and publicly available. Online public reports of quality exist, but little is known about how visitors find reports or about their purpose in visiting. To address this gap, we gathered website analytics data from a national group of online public reports of hospital or physician quality and surveyed real-time visitors to those websites. Websites were recruited from a national group of online public reports of hospital or physician quality. Analytics data were gathered from each website: number of unique visitors, method of arrival for each unique visitor, and search terms resulting in visits. Depending on the website, a survey invitation was launched for unique visitors on landing pages or on pages with quality information. Survey topics included type of respondent (eg, consumer, health care professional), purpose of visit, areas of interest, website experience, and demographics. There were 116,657 unique visitors to the 18 participating websites (1440 unique visitors/month per website), with most unique visitors arriving through search (63.95%, 74,606/116,657). Websites with a higher percent of traffic from search engines garnered more unique visitors (P=.001). The most common search terms were for individual hospitals (23.25%, 27,122/74,606) and website names (19.43%, 22,672/74,606); medical condition terms were uncommon (0.81%, 605/74,606). Survey view rate was 42.48% (49,560/116,657 invited) resulting in 1755 respondents (participation rate=3.6%). There were substantial proportions of consumer (48.43%, 850/1755) and health care professional respondents (31.39%, 551/1755). Across websites, proportions of consumer (21%-71%) and health care professional respondents (16%-48%) varied. Consumers were frequently interested in using the information to choose providers or assess the quality of their provider (52.7%, 225/427); the majority of those choosing a

  18. E-cigarettes: online survey of UK smoking cessation practitioners.

    Science.gov (United States)

    Hiscock, Rosemary; Goniewicz, Maciej Lukasz; McEwen, Andy; Murray, Susan; Arnott, Deborah; Dockrell, Martin; Bauld, Linda

    2014-01-01

    Use of e-cigarettes (inhalable vapour producing battery powered devices that aim to simulate tobacco cigarettes), is rising in a number of countries, but as yet none of these products are regulated as medicinal devices or available as smoking cessation treatments. Smokers seeking support from health professionals to stop smoking are interested in e-cigarettes and may be buying them to aid a quit attempt. Determining what smokers are asking, and what health professionals think about these products may have implications for smoking treatment services in a number of countries. Stop smoking service advisors, managers and commissioners in the United Kingdom were asked to take part in two surveys on e-cigarettes. Data was analysed from 587 practitioners who completed a survey in 2011 and 705 practitioners who completed a repeat survey in 2013. Responses to multiple choice questions and free text comments were analysed. Responding practitioners reported that interest in, and use of, e-cigarettes is growing among adults seeking help to stop smoking in the UK. In 2013 91% of respondents reported that interest in e-cigarettes had grown in the past year and whilst in 2011, 2% of respondents reported a 'quarter to a half' of their clients saying that they were regularly using e-cigarettes, by 2013 this had increased to 23.5% (p rising to 26% in 2013). However, they continued to have concerns about the products. In particular, analysis of free text responses suggested practitioners were unsure about safety or efficacy for smoking cessation, and were worried that smokers may become dependent on the products. Practitioners were also aware of the potential of e-cigarettes to undermine smokers' willingness to use evidence-based methods to stop, and to challenge policies aiming to denormalise tobacco smoking. Health professionals are asking for reliable and accurate information on e-cigarettes to convey to smokers who want to quit. Randomized controlled trials and ongoing

  19. 基于XMPP的在线客服系统设计与实现%Design and Implementation of Online Customer Service System Based on XMPP

    Institute of Scientific and Technical Information of China (English)

    李丽; 陆良虎; 闰荞荞; 马燕; 何晓庆

    2012-01-01

    建立基于XMPP的在线客户服务系统,可以突破目前通讯系统各异产生的互不兼容,实现多种资讯服务平台的信息融合与不同服务系统之间互联互通,不断地拓宽企业的业务范围;对几种较为典型的IM系统通讯功能的特性与优缺点进行分析,在此基础上对在线客服系统进行设计与实现;在线客服系统接通信功能层、业务应用层和企业管理系统层进行构建,其服务器端的实现采取基于Openfire的WebService服务,实现了用户登录验证与组间转接、非工作日判定、坐席分配调度等功能;相应用户端实现服务请求、信息获取、及多种通讯等功能;系统可较好的解决异构IM系统之间通讯,满足在线客户服务功能需求.%Based on XMPP, an online customer services system was established , which can break through the incompatible induced by the differences of current communications systems, integrate information form different information service platform, and achieve intercon-nectivity between the various services system. As a result, it can expand the range of enterprise services. This paper first makes a comparison on several typical IM system for their strengths and weaknesses. The online customer services system is designed and implemented, which is composed of communication, business application and enterprise management layers. The server side is implemented using the webservice of Openfire, it has the functions of user authentication login, group transfers, non- business days judgment, the seating assignment scheduling and so on, And the client side has the functions of service requests , information obtaining and multiply communication ways. The System can solve the communication between disparate instant messaging systems, and meet the needs of online customer service functions.

  20. Flash programming for the social & behavioral sciences a simple guide to sophisticated online surveys and experiments

    CERN Document Server

    Weinstein, Yana

    2012-01-01

    Adobe Flash is one of the most popular languages for animated web content, and recently social and behavioral scientists have started to take advantage of it to collect data online. Flash Programming for the Social and Behavioral Sciences: A Simple Guide to Sophisticated Online Surveys and Experiments is a unique, step-by-step guide to using Adobe Flash to develop experiments and other research tools. Each chapter presents a set of techniques required for one aspect of programming an experiment, with students following instructions in italics and working through the code inclu

  1. Surgical videos online: a survey of prominent sources and future trends.

    Science.gov (United States)

    Dinscore, Amanda; Andres, Amy

    2010-01-01

    This article determines the extent of the online availability and quality of surgical videos for the educational benefit of the surgical community. A comprehensive survey was performed that compared a number of online sites providing surgical videos according to their content, production quality, authority, audience, navigability, and other features. Methods for evaluating video content are discussed as well as possible future directions and emerging trends. Surgical videos are a valuable tool for demonstrating and teaching surgical technique and, despite room for growth in this area, advances in streaming video technology have made providing and accessing these resources easier than ever before.

  2. The Effects of Survey Timing on Student Evaluation of Teaching Measures Obtained Using Online Surveys

    Science.gov (United States)

    Estelami, Hooman

    2015-01-01

    Teaching evaluations are an important measurement tool used by business schools in gauging the level of student satisfaction with the educational services delivered by faculty. The growing use of online teaching evaluations has enabled educational administrators to expand the time period during which student evaluation of teaching (SET) surveys…

  3. 网购时代提升快递业顾客满意度的措施%Research on Improving Customer Satisfaction Degree of Online Shopping Era

    Institute of Scientific and Technical Information of China (English)

    王帆; 顾华明

    2012-01-01

    我国网络购物的迅速升温促进了快递业的迅猛发展,随之各种有关快递的投诉量也直线上升。我国快递业顾客满意度不高的主要原因为快件延误、快件丢失、短少或损毁、索赔难和快递人员专业素质与服务态度较差。快递企业应当加强信息化建设和企业整合,实行包装分类并加强监管,建立快件到达时间分类机制以及加强快递业员工培训等改进措施提高顾客满意度。%The boom in Chinese online shopping helps to promote the development of express industry,however,the number of related complaints dramatically rises.The main causes of the low customer satisfaction of express industry are express delay,express loss,shortage or damage,difficulty to claim for compensation and poor professional quality and service attitude,express enterprise should strengthen information construction and enterprise integration,execute package classification and strengthen supervision,establish express arrival time classification mechanism and strengthen the express industry staff training to improve customer satisfaction.

  4. Response to an Online Version of a PRAMS-like Survey in South Dakota.

    Science.gov (United States)

    Binkley, Teresa; Beare, Tianna; Minett, Maggie; Koepp, Kriston; Wey, Howard; Specker, Bonny

    2017-02-01

    Objectives Increasing response rates for research surveys is challenging, especially in minority populations. A unique minority group in South Dakota is the American Indian (AI) representing about 9 % of the state's population and 15 % of the births. The purpose of this study was to determine race differences among White, AI, and Other Races (OR) in contact, participation, and response rates in the South Dakota Pregnancy Risk Assessment Monitoring System (SDPRAMS). We determined response rates of an online version and evaluated demographic characteristics associated with online response. Methods The SDPRAMS was sent to 1814 mothers randomly sampled from 2014 birth certificate files. Results The weighted response rate was 71.3 %, and varied significantly among the three races: 79.1 % for White race, 48.6 % for AI race, and 60.6 % for OR (p online than AI and OR (35, 25 and 26 %, respectively; p = 0.001); no difference between AI and OR. Online responders were more likely to be married, educated beyond high school and having annual incomes ≥$25,000 (p ≤ 0.01 for all), but only education (p online respondents used a smartphone to respond (p = 0.01). Conclusions Response rates differed among races. An online version of the PRAMS is a viable method of response to offer participants. Response to the online version via smartphone may increase response from minority populations, emphasizing the importance of mobile friendly formats.

  5. The Experience of Melanoma Follow-Up Care: An Online Survey of Patients in Australia

    OpenAIRE

    Janine Mitchell; Peta Callaghan; Jackie Street; Susan Neuhaus; Taryn Bessen

    2014-01-01

    Investigating patients’ reports on the quality and consistency of melanoma follow-up care in Australia would assist in evaluating if this care is effective and meeting patients’ needs. The objective of this study was to obtain and explore the patients’ account of the technical and interpersonal aspects of melanoma follow-up care received. An online survey was conducted to acquire details of patients’ experience. Participants were patients treated in Australia for primary melanoma. Qualitative...

  6. [Response rates in three opinion surveys performed through online questionnaires in the health setting].

    Science.gov (United States)

    Aerny Perreten, Nicole; Domínguez-Berjón, Ma Felicitas; Astray Mochales, Jenaro; Esteban-Vasallo, María D; Blanco Ancos, Luis Miguel; Lópaz Pérez, Ma Ángeles

    2012-01-01

    The main advantages of online questionnaires are the speed of data collection and cost savings, but response rates are usually low. This study analyzed response rates and associated factors among health professionals in three opinion surveys in the autonomous region of Madrid. The participants, length of the questionnaire and topic differed among the three surveys. The surveys were conducted by using paid Internet software. The institutional e-mail addresses of distinct groups of health professionals were used. Response rates were highest in hospitals (up to 63%) and administrative services and were lowest in primary care (less than 33%). The differences in response rates were analyzed in primary care professionals according to age, sex and professional category and only the association with age was statistically significant. None of the surveys achieved a response rate of 60%. Differences were observed according to workplace, patterns of Internet usage, and interest in the subject. Copyright © 2011 SESPAS. Published by Elsevier Espana. All rights reserved.

  7. Managing an Online Survey about Influenza Vaccination in Primary Healthcare Workers

    Directory of Open Access Journals (Sweden)

    Diana Toledo

    2015-01-01

    Full Text Available Online surveys are increasingly used due to their speed and efficiency. The aim of this study was to analyze factors that may have contributed to the quality and speed of response of an online survey on influenza vaccination in primary healthcare workers. A multicenter study including family physicians, nurses and pediatricians from primary healthcare teams from seven Spanish Autonomous Communities was designed. The centers were selected by simple random sampling. The survey remained active and accessible for 56 days and four reminders were sent. The odds ratios (OR and their 95% confidence intervals (CI were calculated to assess the association of sociodemographic variables and responding to the survey before the second reminder. Complete, validated information was obtained from 1965 primary healthcare workers. The total response rate was 36.2%. More nurses (46.3% responded before the second reminder and more family physicians (52.8% after the second reminder. The adjusted OR shows that family physicians responded later (AOR 1.46, 95% CI 1.2–1.8 than nurses. The responses obtained in the first 24 h after the initial sending and the reminders accounted for 41.7% of the completed surveys, indicating the importance of reminders.

  8. Customer Satisfaction Survey of Pacific Northwest National Laboratory's Technical Assistance Partners -- FY 2011

    Energy Technology Data Exchange (ETDEWEB)

    Conger, Robin L.; Spanner, Gary E.

    2011-11-02

    The businesses that have utilized PNNL's Technology Assistance Program were sent a survey to solicit feedback about the program and to determine what, if any, outcomes resulted from the assistance provided. As part of its small business outreach, Pacific Northwest National Laboratory (PNNL) offers technology assistance to businesses with fewer than 500 employees throughout the nation and to businesses of any size in the 2 counties that contain the Hanford site. Upon request, up to 40 staff-hours of a researcher's time can be provided to address technology issues at no charge to the requesting firm. During FY 2011, PNNL completed assistance for 54 firms. Topics of the technology assistance covered a broad range, including environment, energy, industrial processes, medical, materials, computers and software, and sensors. In FY 2011, PNNL's Technology Assistance Program (TAP) was funded by PNNL Overheads. Over the past 16 years, the Technology Assistance Program has received total funding of nearly $2.8 million from several federal and private sources.

  9. Using Moodle as On-line Survey Instrument in Medical Education

    Directory of Open Access Journals (Sweden)

    Dan ISTRATE

    2013-02-01

    Full Text Available One of the principal issues in any university community is the lack of communication between community categories – leadership, administration, teaching staff and students. Sometimes is important to know in a short time the opinion of one particular group, without investing a lot of resources and without being extremely formal. The aim of this study was to test if an open-source platform – Moodle – can be used for quick surveys inside the Faculty of Medicine, UMF “Iuliu Hatieganu” Cluj-Napoca community. For this, on existing Moodle platform was installed one specific survey instrument – a questionnaire module and a survey containing a real life issue to the students of Faculty of Medicine was launched. The researchers have focused on how the specific problems of a survey - preparing of the survey, the survey process and the analysis of the results can be handle in Moodle. The pilot survey was a success; the conclusion of the study was that Moodle can be used as on-line survey instrument for that community.

  10. Professional Experiences of Online Teachers in Wisconsin: Results from a Survey about Training and Challenges. REL 2016-110

    Science.gov (United States)

    Zweig, Jacqueline; Stafford, Erin; Clements, Margaret; Pazzaglia, Angela M.

    2015-01-01

    REL Midwest, in partnership with the Midwest Virtual Education Research Alliance, analyzed the results of a survey administered to Wisconsin Virtual School teachers about the training in which they participated related to online instruction, the challenges they encounter while teaching online, and the type of training they thought would help them…

  11. Soil-Web: An online soil survey for California, Arizona, and Nevada

    Science.gov (United States)

    Beaudette, D. E.; O'Geen, A. T.

    2009-10-01

    Digital soil survey products represent one of the largest and most comprehensive inventories of soils information currently available. The complex structure of these databases, intensive use of codes and scientific jargon make it difficult for non-specialists to utilize digital soil survey resources. A project was initiated to construct a web-based interface to digital soil survey products (STATSGO and SSURGO) for California, Arizona, and Nevada that would be accessible to the general public. A collection of mature, open source applications (including Mapserver, PostGIS and Apache Web Server) were used as a framework to support data storage, querying, map composition, data presentation, and contextual links to related materials. Application logic was written in the PHP language to "glue" together the many components of an online soil survey. A comprehensive website ( http://casoilresource.lawr.ucdavis.edu/map) was created to facilitate access to digital soil survey databases through several interfaces including: interactive map, Google Earth and HTTP-based application programming interface (API). Each soil polygon is linked to a map unit summary page, which includes links to soil component summary pages. The most commonly used soil properties, land interpretations and ratings are presented. Graphical and tabular summaries of soil profile information are dynamically created, and aid with rapid assessment of key soil properties. Quick links to official series descriptions (OSD) and other such information are presented. All terminology is linked back to the USDA-NRCS Soil Survey Handbook which contains extended definitions. The Google Earth interface to Soil-Web can be used to explore soils information in three dimensions. A flexible web API was implemented to allow advanced users of soils information to access our website via simple web page requests. Soil-Web has been successfully used in soil science curriculum, outreach activities, and current research projects

  12. 服装在线定制服务消费者使用意愿影响因素研究%Analysis of Apparel Online Customization Service on Using Intention

    Institute of Scientific and Technical Information of China (English)

    宾玉洁; 黎继子

    2014-01-01

    This article explores the internal mechanism of consumers customization which apparels online, providing relevant management advice to the operator. To participate in online but custom clothing or participated in online custom clothing has an understanding of population research object, combining SPSS 19.0 and LISREL8.70 for data analysis and model checking, in order to investigate the factors that influence consumer acceptance of online apparel customization attitude. The results show that: pleasant perception, personality perception, perceived effectiveness, perceived ease of use and social effects are key factors in consumer acceptance of online apparel customization attitude. At the same time, attitude plays an intermediary role, thereby affecting consumer buying behavior.%探索消费者使用服装在线定制服务的内在机理,为运营商提供相关的营销管理建议。以参加服装在线定制或未参加但对服装在线定制有了解的人群为调研对象,结合SPSS 19.0和LISREL8.70对数据进行分析和模型检验,以此探讨影响消费者服装在线定制服务的接受态度的因素。分析结果发现:愉悦感知、个性感知、有效性感知、感知易用性以及社会影响,是消费者接受服装在线定制态度的关键因素;同时态度起中介作用,进而影响消费者购买在线定制服装的行为。

  13. Studying Digital Library Users Over Time: A Follow-up Survey of Early Canadiana Online

    Directory of Open Access Journals (Sweden)

    Joan Cherry

    2002-01-01

    Full Text Available This paper reports the findings of a second user survey of a digital library collection of Early Canadiana materials. The main purpose of the study was to investigate whether the user group or the nature of use had changed since the first survey conducted a year earlier. As in the first survey we also wanted to gather feedback on satisfaction levels and suggestions for improvements to the Early Canadiana Online (ECO site. A new section was added to the second survey to explore the use of ECO in teaching and research. Overall, findings showed that the user group and nature of use of the materials were remarkably similar to the first survey. Enthusiasm for ECO remained high but many of the requests for changes to existing features and the suggestions for enhancements to the site were the same as those in the first survey. The survey revealed that respondents who used ECO for teaching and research differed from other respondents in a number of ways. We close by discussing the implications of these findings for digital libraries in general and the value of studying digital library users over time.

  14. User-generated online health content: a survey of Internet users in the United Kingdom.

    Science.gov (United States)

    O'Neill, Braden; Ziebland, Sue; Valderas, Jose; Lupiáñez-Villanueva, Francisco

    2014-04-30

    The production of health information has begun to shift from commercial organizations to health care users themselves. People increasingly go online to share their own health and illness experiences and to access information others have posted, but this behavior has not been investigated at a population level in the United Kingdom. This study aims to explore access and production of user-generated health content among UK Internet users and to investigate relationships between frequency of use and other variables. We undertook an online survey of 1000 UK Internet users. Descriptive and multivariate statistical analyses were used to interpret the data. Nearly one-quarter of respondents (23.7%, 237/1000) reported accessing and sharing user-generated health content online, whereas more than 20% (22.2%, 222/1000) were unaware that it was possible to do this. Respondents could be divided into 3 groups based on frequency of use: rare users (78.7%, 612/778) who accessed and shared content less than weekly, users (13.9%, 108/778) who did so weekly, and superusers (7.5%, 58/778) who did so on a daily basis. Superusers were more likely to be male (Ponline health content, only a minority of respondents reported doing so frequently. As this type of content proliferates, superusers are likely to shape the health information that others access. Further research should assess the effect of user-generated online content on health outcomes and use of health services by Internet users.

  15. An Online Survey on Consumer Knowledge and Understanding of Added Sugars

    Directory of Open Access Journals (Sweden)

    Mary Tierney

    2017-01-01

    Full Text Available Evidence of an association between added sugars (AS and the risk of obesity has triggered public health bodies to develop strategies enabling consumers to manage their AS intake. The World Health Organisation (WHO has strongly recommended a reduction of free sugars to 10% of total dietary energy (TE and conditionally recommended a reduction to 5% TE to achieve health benefits. Despite food labelling being a policy tool of choice in many countries, there is no consensus on the mandatory addition of AS to the nutrition panel of food labels. An online survey was conducted to explore consumer ability to identify AS on food labels and to investigate consumer awareness of the WHO guidelines in relation to sugar intakes. The questionnaire was tested for participant comprehension using face-to-face interviews prior to conducting the online study. The online survey was conducted in Northern Ireland during May 2015 and was completed by a convenient sample of 445 subjects. Results showed that just 4% of respondents correctly classified 10 or more ingredients from a presented list of 13 items, while 65% of participants were unaware of the WHO guidelines for sugar intake. It may be timely to reopen dialogue on inclusion of AS on food product nutrition panels.

  16. Online survey as empathic bridging for the disenfranchised grief of pet loss.

    Science.gov (United States)

    Packman, Wendy; Carmack, Betty J; Katz, Rachel; Carlos, France; Field, Nigel P; Landers, Craig

    2014-01-01

    The current cross-cultural study investigated grief reactions of bereaved individuals following the death of a pet. We used qualitative methodology to compare, analyze, and report responses of U.S. and French Canadian participants to the last open-ended question on our online pet loss survey. We explored the degree to which our data illustrated pet loss as disenfranchised grief and asked whether there are differences and commonalities in the expression of grief between the two samples. Four major themes emerged: lack of validation and support; intensity of loss; nature of the human pet relationship; and continuing bonds. Findings confirm that, for both the U.S. and French Canadian participants, pet loss is often disenfranchised grief and there are ways to facilitate expressions of grief. Many participants wrote that the survey was therapeutic. Our survey allowed participants to express their grief in an anonymous, safe way by serving as empathic bridging and a willingness to help others.

  17. Collecting Family Health History using an Online Social Network: a Nationwide Survey among Potential Users

    Science.gov (United States)

    Welch, Brandon M.; O’Connell, Nathaniel S.; Qanungo, Suparna; Halbert-Hughes, Chanita; Schiffman, Joshua D.

    2015-01-01

    Family health history (FHx) is one of the most important risk factors for disease. Unfortunately, collection and use of FHx is under-utilized in the clinical setting. Efforts to improve collection of FHx have had minimal impact. A novel approach to collect FHx using social networking capabilities is being explored. We conducted a nationwide survey of 5,258 respondents to 1- assess the interest in using an online social network for FHx, 2- identify if such a tool would have clinical utility, and 3- identify notable trends and potential concerns. We found survey respondents to be very supportive of the proposed approach and interesting trends related to age, education, and race were identified. Results from this survey will be used to guide future research and development of a proposed FHx social network application. PMID:26958272

  18. Do Customers Flee From HIV? A Survey of HIV Stigma and Its Potential Economic Consequences on Small Businesses in Tshwane (Pretoria), South Africa.

    Science.gov (United States)

    Chao, Li-Wei; Szrek, Helena; Leite, Rui; Ramlagan, Shandir; Peltzer, Karl

    2017-01-01

    HIV stigma and discrimination affect care-seeking behavior and may also affect entrepreneurial activity. We interview 2382 individuals in Pretoria, South Africa, and show that respondents believe that businesses with known HIV+ workers may lose up to half of their customers, although the impact depends on the type of business. Survey respondents' fear of getting HIV from consuming everyday products sold by the business-despite a real infection risk of zero-was a major factor driving perceived decline in customers, especially among food businesses. Respondents' perceptions of the decline in overall life satisfaction when one gets sick from HIV and the respondent's dislike of people with HIV were also important predictors of potential customer exit. We suggest policy mechanisms that could improve the earnings potential of HIV+ workers: reducing public health scare tactics that exacerbate irrational fear of HIV infection risk and enriching public health education about HIV and ARVs to improve perceptions about people with HIV.

  19. Can Student Populations in Developing Countries Be Reached by Online Surveys? The Case of the National Service Scheme Survey (N3S) in Ghana

    Science.gov (United States)

    Langer, Arnim; Meuleman, Bart; Oshodi, Abdul-Gafar Tobi; Schroyens, Maarten

    2017-01-01

    This article tackles the question whether it is a viable strategy to conduct online surveys among university students in developing countries. By documenting the methodology of the National Service Scheme Survey conducted in Ghana, we set out to answer three questions: (1) How can a sample of university students be obtained? (2) How can students…

  20. Does the Press Ganey Survey Correlate to Online Health Grades for a Major Academic Otolaryngology Department?

    Science.gov (United States)

    Ryan, Timothy; Specht, Jessica; Smith, Sarah; DelGaudio, John M

    2016-09-01

    Analyze the correlation between online-based review websites and the Press Ganey Patient Satisfaction Survey (PGPSS) in an academic otolaryngology department. Retrospective cross sectional. Tertiary academic institution. All available data were collected for Vitals.com and Healthgrades.com, along with PGPSS data for 16 otolaryngology attending physicians from 2012 to 2014. A mean rating was calculated for each topic category for online websites and compared with 7 PGPSS content questions using zero-order correlations. A paired t test was used to analyze the difference between the PGPSS and online scores. There were no statistically significant correlations between time spent with the patient (r = 0.391, P = .208) and overall provider scores (r = 0.193, P = .508) when compared between Vitals.com and the PGPSS. The correlations were not statistically significant when Healthgrades.com was compared with the PGPSS in the items "probability of recommending the provider" (r = -0.122, P = .666) and "trust in provider" (r = -0.025, P = .929). The most important factors in a patient recommending the provider were as follows, per resource: time spent with the patient for Vitals.com (r = 0.685, P = .014), listening for Healthgrades.com (r = 0.981, P ≤ .001), and trust in the provider for the PGPSS (r = 0.971, P ≤ .001). This study suggests that online-based reviews do not have statistically significant correlations with the widely used PGPSS and may not be an accurate source of information for patients. Patients should have access to the most reliable and least biased surveys available to the public to allow for better-informed decisions regarding their health care. © American Academy of Otolaryngology—Head and Neck Surgery Foundation 2016.

  1. TRENDS IN RETIREMENT SAVING: EVIDENCE FROM AN ONLINE SURVEY OF ROMANIAN HOUSEHOLDS

    Directory of Open Access Journals (Sweden)

    GURAN (TEODORESCU ILEANA

    2015-04-01

    Full Text Available In the context of the population aging and the demographic crisis throughout Europe and the developed world, the public pension systems will become increasingly strained as the proportion of pensioners to the working population will continue to increase. Empirical evidence shows that individuals fail to save enough for retirement to compensate for the less than optimal level of public pensions, and thus are facing the risk of a decrease in the standard of living in their post-retirement years. This larger context makes the study of retirement saving behavior an important matter. The objective of this paper is to document current trends in retirement saving behavior from the data collected through an online survey of Romanian households. The survey was distributed as an online questionnaire that collected 1285 of responses. The survey’s objective was to document households’ financial situation, as well as other psychological and social factors that might explain saving behavior. The analysis of the survey results indicates that there is a gap between intentions and actions when it comes to retirement saving. This gap and the resulting suboptimal retirement saving rates are explained in behavioral economics literature by anomalies in the inter-temporal choices of individuals, subject to self-control issues. We will see to what extent this gap is due to self-control issues and to what extent it is explained by the current financial situation of individuals. We will also conclude about possible retirement saving behavior influencing factors and motives.

  2. 一种客户满意度调查系统设计方案%A Design of Customer Satisfaction Survey System

    Institute of Scientific and Technical Information of China (English)

    朱晔

    2012-01-01

    Customer Satisfaction Research (CSR) is a measure in the degree of the achievement a business or an enterprise get in meeting or exceeding the expectations of customers when they pay for the products or the service. The process of measuring the satisfaction of customers is called Customer Satisfaction Research. This paper mainly talks about the definition of the function of the customer satisfaction survey system, as well as the analysis to the module design, then, it goes into the data structure, interface and the security design of the system. At last, it illustrates the detailed steps to make the program come true, by representing the functions and cases of design of every module.%顾客满意度调查(CSR)是用来测量一家企业或一个行业在满足或超过顾客购买产品的期望方面所达到的程度,测量顾客满意度的过程就是顾客满意度调查。本文对满意度调查系统功能的定义和模块设计分析,数据结构以及系统接口和安全性能的设计;最好给出了具体的系统实现步骤,并定义了系统各个模块的功能以及设计。

  3. Research of Customer Satisfaction of Online Clothing Consumption Based on Motivation-Hygiene Theory%基于双因素理论服装网络消费满意度的研究

    Institute of Scientific and Technical Information of China (English)

    安宁宁; 陈建伟; 杨恩燕

    2012-01-01

    It is practically important to study the influencing factors of customer satisfaction and how to improve customer satisfaction of on-line clothing consumption. By means of questionnaire and SPSS statistical software for data analysis, this paper is to explore whether there is two-factor effect on customer satisfaction of on-line clothing consumption, based on Motivation-Hygiene theory. The results show that customer satisfaction of on-line clothing consumption in line with the description of Motivation-Hygiene theory, which suggest on-line clothing stores should accurately distinguish between hygiene factors and motivators, in which the former should be at or slightly higher than the industry average to avoid customers' dissatisfaction, while the latter must be innovated to improve the consumer satisfaction.%针对如何提高服装网络消费顾客满意度及其影响因素,本文依据赫氏双因素理论,结合对服装网络消费顾客满意度问卷调查,并采用SPSS统计软件对数据进行分析处理,检验服装网络消费满意度是否具有双因素效应.结果显示,服装网络消费满意度符合双因素理论的描述,并据此提出服装网络商家应准确区分激励因素与保健因素,保健因素应不低于行业的平均水平以避免引起顾客的不满情绪,而激励因素应加大成本进行创新,以提高消费者的满意度.

  4. A framework and review of customer outage costs: Integration and analysis of electric utility outage cost surveys

    Energy Technology Data Exchange (ETDEWEB)

    Lawton, Leora; Sullivan, Michael; Van Liere, Kent; Katz, Aaron; Eto, Joseph

    2003-11-01

    A clear understanding of the monetary value that customers place on reliability and the factors that give rise to higher and lower values is an essential tool in determining investment in the grid. The recent National Transmission Grid Study recognizes the need for this information as one of growing importance for both public and private decision makers. In response, the U.S. Department of Energy has undertaken this study, as a first step toward addressing the current absence of consistent data needed to support better estimates of the economic value of electricity reliability. Twenty-four studies, conducted by eight electric utilities between 1989 and 2002 representing residential and commercial/industrial (small, medium and large) customer groups, were chosen for analysis. The studies cover virtually all of the Southeast, most of the western United States, including California, rural Washington and Oregon, and the Midwest south and east of Chicago. All variables were standardized to a consistent metric and dollar amounts were adjusted to the 2002 CPI. The data were then incorporated into a meta-database in which each outage scenario (e.g., the lost of electric service for one hour on a weekday summer afternoon) is treated as an independent case or record both to permit comparisons between outage characteristics and to increase the statistical power of analysis results. Unadjusted average outage costs and Tobit models that estimate customer damage functions are presented. The customer damage functions express customer outage costs for a given outage scenario and customer class as a function of location, time of day, consumption, and business type. One can use the damage functions to calculate outage costs for specific customer types. For example, using the customer damage functions, the cost experienced by an ''average'' customer resulting from a 1 hour summer afternoon outage is estimated to be approximately $3 for a residential customer, $1

  5. Study on the Influencing Factors of the Customer Satisfaction of Catering Group-Buying Online%餐饮类网络团购顾客满意度影响因素研究

    Institute of Scientific and Technical Information of China (English)

    温远远; 陈清波

    2016-01-01

    餐饮类网络团购在现有团购产品中占据比例最大,为了留住顾客增强网站竞争力,提高顾客满意度变得至关重要.文章以餐饮类网络团购为研究对象,构建餐饮类团购顾客满意度影响因素模型,通过实证分析进行验证得出四个影响因素:感知服务质量、团购信息、网络支付和团购商品营销特色.%Catering group-buying online in existing group purchase products occupies the largest proportion, and in order to retain customers to enhance website competitiveness, to improve customer satisfaction becomes crucial. Based on catering group-buying online, this paper constructs the influencing factors' model of catering group-buying online customer satisfaction, and through empirical analysis to verify, gets the four factors:perceived service quality, group purchase information, online payment and marketing characteristics of the group purchase commodity.

  6. Detector control and data acquisition for the wide field infrared survey telescope (WFIRST) with a custom ASIC

    Science.gov (United States)

    Smith, Brian; Loose, Markus; Alkire, Greg; Joshi, Atul; Kelly, Daniel; Siskind, Eric; Rossetti, Dino; Mah, Jonathan; Cheng, Edward; Miko, Laddawan; Luppino, Gerard; Culver, Harry; Wollack, Edward; Content, David

    2016-07-01

    The Wide-Field Infrared Survey Telescope (WFIRST) will have the largest near-IR focal plane ever flown by NASA, a total of 18 4K x 4K devices. The project has adopted a system-level approach to detector control and data acquisition where 1) control and processing intelligence is pushed into components closer to the detector to maximize signal integrity, 2) functions are performed at the highest allowable temperatures, and 3) the electronics are designed to ensure that the intrinsic detector noise is the limiting factor for system performance. For WFIRST, the detector arrays operate at 90 to 100 K, the detector control and data acquisition functions are performed by a custom ASIC at 150 to 180 K, and the main data processing electronics are at the ambient temperature of the spacecraft, notionally 300 K. The new ASIC is the main interface between the cryogenic detectors and the warm instrument electronics. Its single-chip design provides basic clocking for most types of hybrid detectors with CMOS ROICs. It includes a flexible but simple-to-program sequencer, with the option of microprocessor control for more elaborate readout schemes that may be data-dependent. All analog biases, digital clocks, and analog-to-digital conversion functions are incorporated and are connected to the nearby detectors with a short cable that can provide thermal isolation. The interface to the warm electronics is simple and robust through multiple LVDS channels. It also includes features that support parallel operation of multiple ASICs to control detectors that may have more capability or requirements than can be supported by a single chip.

  7. Parental attitudes, beliefs, behaviours and concerns towards childhood vaccinations in Australia: A national online survey.

    Science.gov (United States)

    My, Chow; Danchin, Margie; Willaby, Harold W; Pemberton, Sonya; Leask, Julie

    2017-03-01

    Vaccine hesitancy is a public health concern. The objectives of this article were to describe Australian parents' attitudes, behaviours and concerns about vaccination, determine the factors associated with vaccination non-compliance, and provide sources of vaccination information for general practitioners (GPs). We conducted a nationally representative online survey of Australian parents in 2012. We determined associations between demo-graphic and vaccination attitudes and behaviour. The 452 respondents were parents of children aged DISCUSSION: GPs have pivotal roles in addressing concerns regarding vaccination. Education and communication with parents will improve their knowledge and trust in vaccination, thereby improving vaccination compliance.

  8. Pitfalls, Potentials, and Ethics of Online Survey Research: LGBTQ and Other Marginalized and Hard-to-Access Youths.

    Science.gov (United States)

    McInroy, Lauren B

    2016-06-01

    Online research methodologies may serve as an important mechanism for population-focused data collection in social work research. Online surveys have become increasingly prevalent in research inquiries with young people and have been acknowledged for their potential in investigating understudied and marginalized populations and subpopulations, permitting increased access to communities that tend to be less visible-and thus often less studied-in offline contexts. Lesbian, gay, bisexual, transgender, and queer (LGBTQ) young people are a socially stigmatized, yet digitally active, youth population whose participation in online surveys has been previously addressed in the literature. Many of the opportunities and challenges of online survey research identified with LGBTQ youths may be highly relevant to other populations of marginalized and hard-to-access young people, who are likely present in significant numbers in the online environment (for example, ethnoracialized youths and low-income youths). In this article, the utility of online survey methods with marginalized young people is discussed, and recommendations for social work research are provided.

  9. Gender stereotypes, aggression, and computer games: an online survey of women.

    Science.gov (United States)

    Norris, Kamala O

    2004-12-01

    Computer games were conceptualized as a potential mode of entry into computer-related employment for women. Computer games contain increasing levels of realism and violence, as well as biased gender portrayals. It has been suggested that aggressive personality characteristics attract people to aggressive video games, and that more women do not play computer games because they are socialized to be non-aggressive. To explore gender identity and aggressive personality in the context of computers, an online survey was conducted on women who played computer games and women who used the computer but did not play computer games. Women who played computer games perceived their online environments as less friendly but experienced less sexual harassment online, were more aggressive themselves, and did not differ in gender identity, degree of sex role stereotyping, or acceptance of sexual violence when compared to women who used the computer but did not play video games. Finally, computer gaming was associated with decreased participation in computer-related employment; however, women with high masculine gender identities were more likely to use computers at work.

  10. A Short Online Community Readiness Survey for Smoke-Free Policy

    Science.gov (United States)

    Zuercher, Robert; Rayens, Mary Kay; Adkins, Sarah; York, Nancy; Hahn, Ellen J.

    2012-01-01

    Introduction: Rural residents in the United States are more likely to use tobacco, have less access to tobacco control resources and efforts, and are more highly exposed to secondhand smoke than their urban counterparts. The purpose was to design and pilot test a shortened, self-administered online survey (Community Readiness Survey-Short form [CRS-S]) to assess community readiness for smoke-free policy in rural communities. The Community Readiness Survey-Long form (CRS-L) is a 30- to 90-min telephone-administered survey. The Community Readiness Model can guide the design of programs and policy interventions to reduce health risks. Methods: 160 key informants from Wave 3 of a 5-year community-based randomized controlled trial set in Kentucky completed the CRS-L; 61 of approximately 140–284 items were significantly related to the relevant readiness dimension subscores and selected for inclusion. The online CRS-S was created with these items using Qualtrics software; 43 smoke-free advocates who had completed the CRS-L during Wave 4 were invited to participate. Correlations between the CRS-S and the CRS-L on overall readiness and the dimension scores were calculated. Readiness scores were correlated with existence of public policy and voluntary smoke-free policies to assess convergent validity. Results: The correlation between the overall CRS-S and CRS-L scores was relatively strong (.82), and there is evidence to support convergent validity. Most respondents completed the CRS-S in less than 15 min and preferred this format. Conclusions: The CRS-S is a valid and less time- and resource-intensive method to assess readiness for smoke-free policy in rural communities. PMID:22394570

  11. Customer satisfaction in anatomic pathology. A College of American Pathologists Q-Probes study of 3065 physician surveys from 94 laboratories.

    Science.gov (United States)

    Zarbo, Richard J; Nakhleh, Raouf E; Walsh, Molly

    2003-01-01

    Measurement of physicians' and patients' satisfaction with laboratory services has recently become a requirement of health care accreditation agencies in the United States. To our knowledge, this is the first customer satisfaction survey of anatomic pathology services to provide a standardized tool and benchmarks for subsequent measures of satisfaction. This Q-Probes study assessed physician satisfaction with anatomic pathology laboratory services and sought to determine characteristics that correlate with a high level of physician satisfaction. In January 2001, each laboratory used standardized survey forms to assess physician customer satisfaction with 10 specific elements of service in anatomic pathology and an overall satisfaction rating based on a scale of rankings from a 5 for excellent to a 1 for poor. Data from up to 50 surveys returned per laboratory were compiled and analyzed by the College of American Pathologists. A general questionnaire collected information about types of services offered and each laboratory's quality assurance initiatives to determine characteristics that correlate with a high level of physician satisfaction. Hospital-based laboratories in the United States (95.8%), as well as others from Canada and Australia. Ninety-four voluntary subscriber laboratories in the College of American Pathologists Q-Probes quality improvement program participated in this survey. Roughly 70% of respondents were from hospitals with occupied bedsizes of 300 or less, 65% were private nonprofit institutions, just over half were located in cities, one third were teaching hospitals, and 19% had pathology residency training programs. Overall physician satisfaction with anatomic pathology and 10 selected aspects of the laboratory service (professional interaction, diagnostic accuracy, pathologist responsiveness to problems, pathologist accessibility for frozen section, tumor board presentations, courtesy of secretarial and technical staff, communication of

  12. 基于购买行为 RFM 及评论行为 RFM P模型的客户终身价值研究%The Research of Customer Lifetime Value Based on the Combination of Customer Purchase's RFM and Customer Online Review's RFMP

    Institute of Scientific and Technical Information of China (English)

    赵萌; 齐佳音

    2014-01-01

    In the era of Web 2 .0 ,more and more customers prefer publishing online review s to share their consumption experience in purchased websites , review websites and social networking websites , which have a great impact on enterprises .This paper proposes a RFMP model based on the traditional RFM to estimate the value of customer's review behavior .Meanwhile we propose an enterprises CLV model combining the online purchase behavior which we use RFM model and review behavior which we use RFMP model ,adopting entropy evaluation method to calculate the index weight instead of AHP or other subjective methods . Finally , based on our CLV measurement model , we propose a novel customer segmentation method w hich can give more deep description for innovative marketing strategies .%在Web2.0时代,越来越多的消费者在购物网站、点评类网站以及社交类网站上发表自己对产品或服务的相关看法,由此对企业产生了巨大的影响。针对用户在线评论行为所产生的价值,以传统的 RFM 模型为基础构建了基于评论行为的RFM P模型。同时将购买RFM 和评论RFM P模型进行结合,提出了适用于线上企业的客户终身价值评价方法,采用熵值法进行了指标权重的确定,并最终选取大众点评网的实际用户数据进行了传统客户终身价值与改进客户终身价值的对比。通过对用户群进行细分,为企业提供了更加精准的营销决策及管理建议。

  13. Comparison of response patterns in different survey designs: a longitudinal panel with mixed-mode and online-only design.

    Science.gov (United States)

    Rübsamen, Nicole; Akmatov, Manas K; Castell, Stefanie; Karch, André; Mikolajczyk, Rafael T

    2017-01-01

    Increasing availability of the Internet allows using only online data collection for more epidemiological studies. We compare response patterns in a population-based health survey using two survey designs: mixed-mode (choice between paper-and-pencil and online questionnaires) and online-only design (without choice). We used data from a longitudinal panel, the Hygiene and Behaviour Infectious Diseases Study (HaBIDS), conducted in 2014/2015 in four regions in Lower Saxony, Germany. Individuals were recruited using address-based probability sampling. In two regions, individuals could choose between paper-and-pencil and online questionnaires. In the other two regions, individuals were offered online-only participation. We compared sociodemographic characteristics of respondents who filled in all panel questionnaires between the mixed-mode group (n = 1110) and the online-only group (n = 482). Using 134 items, we performed multinomial logistic regression to compare responses between survey designs in terms of type (missing, "do not know" or valid response) and ordinal regression to compare responses in terms of content. We applied the false discovery rates (FDR) to control for multiple testing and investigated effects of adjusting for sociodemographic characteristic. For validation of the differential response patterns between mixed-mode and online-only, we compared the response patterns between paper and online mode among the respondents in the mixed-mode group in one region (n = 786). Respondents in the online-only group were older than those in the mixed-mode group, but both groups did not differ regarding sex or education. Type of response did not differ between the online-only and the mixed-mode group. Survey design was associated with different content of response in 18 of the 134 investigated items; which decreased to 11 after adjusting for sociodemographic variables. In the validation within the mixed-mode, only two of those were among the 11 significantly

  14. A survey on internet usage and online learning behaviour among medical undergraduates.

    Science.gov (United States)

    Venkatesh, Soma; Chandrasekaran, Venkatesh; Dhandapany, Gunasekaran; Palanisamy, Soundararajan; Sadagopan, Srinivasan

    2017-05-01

    To determine the magnitude and pattern of internet usage by undergraduate medical students to retrieve medical information. A pretested questionnaire-based survey was conducted among undergraduate medical students who were willing to participate. The institute ethics committee approved the study. The responses of students to the questionnaire were analysed using VassarStats online statistical programme. Categorical variables were expressed as proportions. To determine the significance of the difference between proportions, the χ(2) test or Fisher's exact test was used. Log-linear analysis was performed for significance of association among interacting variables. A p value medical students participated in the survey. The response was 100% and involved mainly IX and VIII semester students. Internet usage was found to be 97.4%. Of the students interviewed, 35.7% were frequent internet users and 57.4% used their mobile phones to access the internet. The majority (60.9%) had their own portable 3G internet connection. Monthly expenditure for the majority (82.6%) was less than 1000 Indian Rupees per month. The most popular medical site accessed by students was Medscape, followed by Wikipedia and WebMD. Of the students studied, 8% had attended one or more online continuing medical education programmes. On log-linear analysis, a linear relationship was found for medical time and social time. An encouraging trend is seen in the use of the internet by medical students to access medical information, but this has not translated into improved online learning behaviour. Published by the BMJ Publishing Group Limited. For permission to use (where not already granted under a licence) please go to http://www.bmj.com/company/products-services/rights-and-licensing/.

  15. Identifying web usage behavior of bank customers

    Science.gov (United States)

    Araya, Sandro; Silva, Mariano; Weber, Richard

    2002-03-01

    The bank Banco Credito e Inversiones (BCI) started its virtual bank in 1996 and its registered customers perform currently more than 10,000 Internet transactions daily, which typically cause les than 10% of traditional transaction costs. Since most of the customers are still not registered for online banking, one of the goals of the virtual bank is to increase then umber of registered customers. Objective of the presented work was to identify customers who are likely to perform online banking but still do not use this medium for their transactions. This objective has been reached by determining profiles of registered customers who perform many transactions online. Based on these profiles the bank's Data Warehouse is explored for twins of these heavy users that are still not registered for online banking. We applied clustering in order to group the registered customers into five classes. One of these classes contained almost 30% of all registered customers and could clearly be identified as class of heavy users. Next a neural network assigned online customers to the previously found five classes. Applying the network trained on online customers to all the bank customers identified twins of heavy users that, however had not performed online transactions so far. A mailing to these candidates informing about the advantages of online banking doubled the number of registrations compared to previous campaigns.

  16. Usage of structured reporting in radiological practice: results from an Italian online survey

    Energy Technology Data Exchange (ETDEWEB)

    Faggioni, Lorenzo [University of Pisa, UO Radiodiagnostica 1, Department of Diagnostic and Interventional Radiology, Pisa (Italy); Coppola, Francesca [Sant' Orsola-Malpighi University Hospital, Malpighi Radiology Unit, Department of Diagnostic and Preventive Medicine, Bologna (Italy); Ferrari, Riccardo [Urgenza Emergenza, UOC Diagnostica per Immagini 1, Rome (Italy); Neri, Emanuele [Dipartimento di Ricerca Traslazionale, Universita di Pisa, Sezione Dipartimentale Radiodiagnostica 3, Azienda Ospedaliera Universitaria Pisana, Pisa (Italy); Regge, Daniele [Universita di Torino, Dipartimento di Scienze Chirurgiche, Candiolo Cancer Institute - FPO, IRCCS, Candiolo (Italy)

    2017-05-15

    To assess the opinion on structured reporting (SR) and its usage by radiologist members of the Italian Society of Medical Radiology (SIRM) via an online survey. All members received an email invitation to join the survey as an initiative by the SIRM Imaging Informatics Chapter. The survey included 10 questions about demographic information, definition of radiological SR, its usage in everyday practice, perceived advantages and disadvantages over conventional reporting and overall opinion about SR. 1159 SIRM members participated in the survey. 40.3 % of respondents gave a correct definition of radiological SR, but as many as 56 % of them never used it at work. Compared with conventional reporting, the most appreciated advantages of SR were higher reproducibility (70.5 %), better interaction with referring clinicians (58.3 %) and the option to link metadata (36.7 %). Risk of excessive simplification (59.8 %), template rigidity (56.1 %) and poor user compliance (42.1 %) were the most significant disadvantages. Overall, most respondents (87.0 %) were in favour of the adoption of radiological SR. Most radiologists were interested in radiological SR and in favour of its adoption. However, concerns about semantic, technical and professional issues limited its diffusion in real working life, encouraging efforts towards improved SR standardisation and engineering. (orig.)

  17. Mass Casualty Decontamination in the United States: An Online Survey of Current Practice.

    Science.gov (United States)

    Power, Sarah; Symons, Charles; Carter, Holly; Jones, Emma; Amlôt, Richard; Larner, Joanne; Matar, Hazem; Chilcott, Robert P

    2016-01-01

    Mass casualty decontamination is a public health intervention that would be employed by emergency responders following a chemical, biological, or radiological incident. The decontamination of large numbers of casualties is currently most often performed with water to remove contaminants from the skin surface. An online survey was conducted to explore US fire departments' decontamination practices and their preparedness for responding to incidents involving mass casualty decontamination. Survey respondents were asked to provide details of various aspects of their decontamination procedures, including expected response times to reach casualties, disrobing procedures, approaches to decontamination, characteristics of the decontamination showering process, provision for special populations, and any actions taken following decontamination. The aim of the survey was to identify any differences in the way in which decontamination guidance is implemented across US states. Results revealed that, in line with current guidance, many US fire departments routinely use the "ladder-pipe system" for conducting rapid, gross decontamination of casualties. The survey revealed significant variability in ladder-pipe construction, such as the position and number of fire hoses used. There was also variability in decontamination characteristics, such as water temperature and water pressure, detergent use, and shower duration. The results presented here provide important insights into the ways in which implementation of decontamination guidance can vary between US states. These inconsistencies are thought to reflect established perceived best practices and local adaptation of response plans to address practical and logistical constraints. These outcomes highlight the need for evidence-based national guidelines for conducting mass casualty decontamination.

  18. 77 FR 61623 - Proposed Renewal of Information Collection: 1090-0007, American Customer Satisfaction Index (ACSI...

    Science.gov (United States)

    2012-10-10

    ... Satisfaction Index (ACSI) Government Customer Satisfaction Surveys AGENCY: Office of the Secretary, National... collection for the American Customer Satisfaction Index (ACSI) Government Customer Satisfaction Surveys to... Richard_Tate@nbc.gov . Individuals providing comments should reference Customer Satisfaction Surveys...

  19. Using online social media for recruitment of human immunodeficiency virus-positive participants: a cross-sectional survey.

    Science.gov (United States)

    Yuan, Patrick; Bare, Michael G; Johnson, Mallory O; Saberi, Parya

    2014-05-01

    There are many challenges in recruiting and engaging participants when conducting research, especially with HIV-positive individuals. Some of these challenges include geographical barriers, insufficient time and financial resources, and perceived HIV-related stigma. This paper describes the methodology of a recruitment approach that capitalized on existing online social media venues and other Internet resources in an attempt to overcome some of these barriers to research recruitment and retention. From May through August 2013, a campaign approach using a combination of online social media, non-financial incentives, and Web-based survey software was implemented to advertise, recruit, and retain participants, and collect data for a survey study with a limited budget. Approximately US $5,000 was spent with a research staff designated at 20% of full-time effort, yielding 2034 survey clicks, 1404 of which met the inclusion criteria and initiated the survey, for an average cost of US $3.56 per survey initiation. A total of 1221 individuals completed the survey, yielding 86.97% retention. These data indicate that online recruitment is a feasible and efficient tool that can be further enhanced by sophisticated online data collection software and the addition of non-financial incentives.

  20. Using Online Social Media for Recruitment of Human Immunodeficiency Virus-Positive Participants: A Cross-Sectional Survey

    Science.gov (United States)

    Yuan, Patrick; Bare, Michael G; Johnson, Mallory O

    2014-01-01

    Background There are many challenges in recruiting and engaging participants when conducting research, especially with HIV-positive individuals. Some of these challenges include geographical barriers, insufficient time and financial resources, and perceived HIV-related stigma. Objective This paper describes the methodology of a recruitment approach that capitalized on existing online social media venues and other Internet resources in an attempt to overcome some of these barriers to research recruitment and retention. Methods From May through August 2013, a campaign approach using a combination of online social media, non-financial incentives, and Web-based survey software was implemented to advertise, recruit, and retain participants, and collect data for a survey study with a limited budget. Results Approximately US $5,000 was spent with a research staff designated at 20% of full-time effort, yielding 2034 survey clicks, 1404 of which met the inclusion criteria and initiated the survey, for an average cost of US $3.56 per survey initiation. A total of 1221 individuals completed the survey, yielding 86.97% retention. Conclusions These data indicate that online recruitment is a feasible and efficient tool that can be further enhanced by sophisticated online data collection software and the addition of non-financial incentives. PMID:24784982

  1. 网购环境下快递服务顾客满意度影响因素研究%Study on Influence Factors of Customer Satisfaction in Express Delivery Services in Online Shopping Context

    Institute of Scientific and Technical Information of China (English)

    左雪莲

    2016-01-01

    In this paper, we pointed out the rise of online shopping brought new opportunity for the rapid development of the express delivery enterprises but also great challenges for the frequent occurrence of customer complaint would reduce the customer satisfaction of the express delivery enterprises. Then using the AHP, we analyzed the factors influencing the customer satisfaction in express delivery services in the online shopping context, obtained the weight of the factors, and at the end, proposed correspondingly the strategy to improve the customer satisfaction in these services.%指出随着网络购物的蓬勃兴起,快递企业也迎来了高速发展,但同时也面临着极大的挑战,各类投诉现象频发,整体来说快递服务的顾客满意度不高。然后运用层次分析法分析了网购环境下快递服务顾客满意度的影响因素,得出各影响因素的不同权重,进而提出了提升快递服务顾客满意度的策略。

  2. Surveying the Impact Quality of the Bank's electronic Services on Financial Performance (with the Emphasis on the Customer Satisfaction Model

    Directory of Open Access Journals (Sweden)

    Ali Panjomi Mohmoodi

    2014-06-01

    Full Text Available Survival of any organization in today's competitive environment, is based on clients. Every organization and its customers' current and future needs are identified and satisfied by providing to meet those needs, and it continues to be applied in order to increase their satisfaction. Many organizations utmost sense of audience satisfaction and value creation institute in their strategic plans, mission statements and policy organizations are planning accordingly. The aim of this study was to investigate the impact of e-banking service quality, customer satisfaction and financial performance of banks. This investigation is inspired by the idea of Long-Linked Technology of James Thompson, in an environment of uncertainty factors (the research model. This study was to investigate the effect of customer perceived e-service quality on bank financial performance and to test the mediating role of customer satisfaction on customer perception of service quality of financial performance of e-banking.The results of the field study analyzing the effects of e-service quality and customer satisfaction on financial performance of public and private banks have been gathered. The outcome of the analysis showed that the quality of the electronic components of the ATM quality of service, phone banking, internet banking quality, has a positive impact on customer satisfaction.The results showed that the effect of customer satisfaction due to the quality of e-banking services has a mediating role on the overall financial performance. Key Words: e-banking, customer satisfaction, performance, management. Normal 0 14 false false false IT X-NONE X-NONE /* Style Definitions */ table.MsoNormalTable {mso-style-name:"Tabella normale"; mso-tstyle-rowband-size:0; mso-tstyle-colband-size:0; mso-style-noshow:yes; mso-style-priority:99; mso-style-qformat:yes; mso-style-parent:""; mso-padding-alt:0cm 5.4pt 0cm 5.4pt; mso-para-margin:0cm; mso-para-margin-bottom:.0001pt; mso

  3. 78 FR 41299 - Customs Brokers

    Science.gov (United States)

    2013-07-10

    ... From the Federal Register Online via the Government Publishing Office DEPARTMENT OF HOMELAND SECURITY U.S. Customs and Border Protection DEPARTMENT OF THE TREASURY 19 CFR Part 111 Customs Brokers CFR Correction In Title 19 of the Code of Federal Regulations, Parts 0 to 140, revised as of April 1, 2013,...

  4. The CSIRO Healthy Diet Score: An Online Survey to Estimate Compliance with the Australian Dietary Guidelines

    Directory of Open Access Journals (Sweden)

    Gilly A. Hendrie

    2017-01-01

    Full Text Available There are few dietary assessment tools that are scientifically developed and freely available online. The Commonwealth Scientific and Industrial Research Organisation (CSIRO Healthy Diet Score survey asks questions about the quantity, quality, and variety of foods consumed. On completion, individuals receive a personalised Diet Score—reflecting their overall compliance with the Australian Dietary Guidelines. Over 145,000 Australians have completed the survey since it was launched in May 2015. The average Diet Score was 58.8 out of a possible 100 (SD = 12.9. Women scored higher than men; older adults higher than younger adults; and normal weight adults higher than obese adults. It was most common to receive feedback about discretionary foods (73.8% of the sample, followed by dairy foods (55.5% and healthy fats (47.0%. Results suggest that Australians’ diets are not consistent with the recommendations in the guidelines. The combination of using technology and providing the tool free of charge has attracted a lot of traffic to the website, providing valuable insights into what Australians’ report to be eating. The use of technology has also enhanced the user experience, with individuals receiving immediate and personalised feedback. This survey tool will be useful to monitor population diet quality and understand the degree to Australians’ diets comply with dietary guidelines.

  5. Parents' perception of self-advocacy of children with myositis: an anonymous online survey

    Directory of Open Access Journals (Sweden)

    Huber Adam M

    2011-06-01

    Full Text Available Abstract Background Children with complex medical issues experience barriers to the transition of care from pediatric to adult providers. We sought to identify these barriers by elucidating the experiences of patients with idiopathic inflammatory muscle disorders. Methods We collected anonymous survey data using an online website. Patients and their families were solicited from the US and Canada through established clinics for children with idiopathic inflammatory muscle diseases as well as with the aid of a nonprofit organization for the benefit of such individuals. The parents of 45 older children/young adults suffering from idiopathic inflammatory muscle diseases were surveyed. As a basis of comparison, we similarly collected data from the parents of 207 younger children with inflammatory muscle diseases. The survey assessed transition of care issues confronting families of children and young adults with chronic juvenile myositis. Results Regardless of age of the patient, respondents were unlikely to have a designated health care provider assigned to aid in transition of care and were unlikely to be aware of a posted policy concerning transition of care at their pediatrician's office. Additionally, regardless of age, patients and their families were unlikely to have a written plan for moving to adult care. Conclusions We identified deficiencies in the health care experiences of families as pertain to knowledge, self-advocacy, policy, and vocational readiness. Moreover, as children with complex medical issues grow up, parents attribute less self-advocacy to their children's level of independence.

  6. The CSIRO Healthy Diet Score: An Online Survey to Estimate Compliance with the Australian Dietary Guidelines

    Science.gov (United States)

    Hendrie, Gilly A.; Baird, Danielle; Golley, Rebecca K.; Noakes, Manny

    2017-01-01

    There are few dietary assessment tools that are scientifically developed and freely available online. The Commonwealth Scientific and Industrial Research Organisation (CSIRO) Healthy Diet Score survey asks questions about the quantity, quality, and variety of foods consumed. On completion, individuals receive a personalised Diet Score—reflecting their overall compliance with the Australian Dietary Guidelines. Over 145,000 Australians have completed the survey since it was launched in May 2015. The average Diet Score was 58.8 out of a possible 100 (SD = 12.9). Women scored higher than men; older adults higher than younger adults; and normal weight adults higher than obese adults. It was most common to receive feedback about discretionary foods (73.8% of the sample), followed by dairy foods (55.5%) and healthy fats (47.0%). Results suggest that Australians’ diets are not consistent with the recommendations in the guidelines. The combination of using technology and providing the tool free of charge has attracted a lot of traffic to the website, providing valuable insights into what Australians’ report to be eating. The use of technology has also enhanced the user experience, with individuals receiving immediate and personalised feedback. This survey tool will be useful to monitor population diet quality and understand the degree to Australians’ diets comply with dietary guidelines. PMID:28075355

  7. Customer-to-customer interactions : Broadening the scope of word of mouth research

    NARCIS (Netherlands)

    Libai, B.; Bolton, R.; Bügel, M.S.; de Ruyter, K.; Götz, O.; Risselada, H.; Stephen, A.T.

    2010-01-01

    The increasing emphasis on understanding the antecedents and consequences of customer-to-customer (C2C) interactions is one of the essential developments of customer management in recent years. This interest is driven much by new online environments that enable customers to be connected in numerous

  8. 在线客户评论对消费者购买决策的影响研究%Impact of Online Customer Reviews on Consumer Purchasing Decisions

    Institute of Scientific and Technical Information of China (English)

    贾建忠; 戴兰玲

    2014-01-01

    With the growing population of online shopping, people pay more and more attention to online customer reviews which influence consumers' purchasing decisions. By building model researching the effect that online customer reviews have on consumer purchasing decisions, this study will offer new insights and theoretical support for latter study, and are conducive to the enrichment and development of online reputation theory.%随着网购人群的不断增长,在线客户评论如何影响消费者做出购买决策这一问题越来越受到关注。通过构建在线客户评论对消费者购买决策的影响研究模型并假设推导,本研究将对后期研究或可带来新的启示和理论支持,并且有利于在线口碑理论的丰富和发展。

  9. The patient-doctor relationship and online social networks: results of a national survey.

    Science.gov (United States)

    Bosslet, Gabriel T; Torke, Alexia M; Hickman, Susan E; Terry, Colin L; Helft, Paul R

    2011-10-01

    The use of online social networks (OSNs) among physicians and physicians-in-training, the extent of patient-doctor interactions within OSNs, and attitudes among these groups toward use of OSNs is not well described. To quantify the use of OSNs, patient interactions within OSNs, and attitudes toward OSNs among medical students (MS), resident physicians (RP), and practicing physicians (PP) in the United States. A random, stratified mail survey was sent to 1004 MS, 1004 RP, and 1004 PP between February and May 2010. Percentage of respondents reporting OSN use, the nature and frequency of use; percentage of respondents reporting friend requests by patients or patients' family members, frequency of these requests, and whether or not they were accepted; attitudes toward physician use of OSNs and online patient interactions. The overall response rate was 16.0% (19.8% MS, 14.3% RP, 14.1% PP). 93.5% of MS, 79.4% of RP, and 41.6% of PP reported usage of OSNs. PP were more likely to report having visited the profile of a patient or patient's family member (MS 2.3%, RP 3.9%, PP 15.5%), and were more likely to have received friend requests from patients or their family members (MS 1.2%, RP 7.8%, PP 34.5%). A majority did not think it ethically acceptable to interact with patients within OSNs for either social (68.3%) or patient-care (68.0%) reasons. Almost half of respondents (48.7%) were pessimistic about the potential for OSNs to improve patient-doctor communication, and a majority (79%) expressed concerns about maintaining patient confidentiality. Personal OSN use among physicians and physicians-in-training mirrors that of the general population. Patient-doctor interactions take place within OSNs, and are more typically initiated by patients than by physicians or physicians-in-training. A majority of respondents view these online interactions as ethically problematic.

  10. Customer experience

    OpenAIRE

    Koperdáková, Zuzana

    2016-01-01

    Bachelor thesis deals with the theme of customer experience and terms related to this topic. The thesis consists of three parts. The first part explains the terms generally, as the experience or customer loyalty. The second part is dedicated to medotology used for Customer Experience Management. In the third part is described application of Customer Experience Management in practice, particularly in the context Touch Point Analyses in GE Money Bank.

  11. 76 FR 16038 - Proposed Collection; Comment Request for Prepaid Card Marketing Customer Survey, CS-10-251.

    Science.gov (United States)

    2011-03-22

    ..., IRS is hoping to leverage the theory and principles of social marketing. Social marketing principles and practices apply marketing principles to social programs. This data will provide the IRS with... Internal Revenue Service Proposed Collection; Comment Request for Prepaid Card Marketing Customer...

  12. Technology-Facilitated Sexual Violence Victimization: Results From an Online Survey of Australian Adults.

    Science.gov (United States)

    Powell, Anastasia; Henry, Nicola

    2016-10-03

    Online forms of sexual harassment and abuse as experienced by adults represent an emerging yet under-researched set of behaviors, such that very few studies have sought to estimate the extent of the problem. This article presents the results of an online survey of 2,956 Australian adult (aged 18 to 54 years) experiences of technology-facilitated sexual violence (TFSV) victimization. The prevalence of TFSV was analyzed in relation to a 21-item scale developed in accordance with prior conceptual research identifying multiple dimensions of TFSV including digital sexual harassment, image-based sexual abuse, sexual aggression and/or coercion, and, gender and/or sexuality-based harassment (including virtual sexual violence). Results revealed significant differences in lifetime TFSV victimization for younger (18-24) and non-heterosexual identifying adults. Lifetime TFSV victimization for men and women was not significantly different, though women were more likely to report sexual harassment victimization and men were more likely to report victimization through the distribution of non-consensual images, as well as gender and/or sexuality-based harassment. The authors conclude that although women and men report experiencing similar overall prevalence of TFSV victimization, the nature and impacts of those experiences differ in particular gendered ways that reflect broader patterns in both gender relations and "offline" sexual harassment.

  13. Food safety issues and information needs: an online survey of public health inspectors.

    Science.gov (United States)

    Pham, Mai T; Jones, Andria Q; Dewey, Catherine E; Sargeant, Jan M; Marshall, Barbara J

    2012-06-01

    In the study described in this article, the authors investigated the perceptions and needs of public health inspectors (PHIs) in the province of Ontario, Canada, with regard to food safety issues and information resources. A cross-sectional online survey of 239 Ontario PHIs was conducted between April and June 2009. Questions pertained to their perceptions of key food safety issues and foodborne pathogens, knowledge confidence, available resources, and resource needs. All respondents rated time-temperature abuse, inadequate hand washing, and cross contamination as important food safety issues. Salmonella, Campylobacter, and E. coli O157:H7 were pathogens reported to be of concern to 95% of respondents (221/233). Most respondents indicated that they were confident in their knowledge of food safety issues and foodborne pathogens, but wanted a central, online resource for food safety information and ongoing food safety education training for PHIs. The data from the authors' study can be used in the development of information resources targeted to the needs of PHIs involved in food safety.

  14. The weight loss blogosphere: an online survey of weight loss bloggers.

    Science.gov (United States)

    Evans, Martinus; Faghri, Pouran D; Pagoto, Sherry L; Schneider, Kristin L; Waring, Molly E; Whited, Matthew C; Appelhans, Bradley M; Busch, Andrew; Coleman, Ailton S

    2016-09-01

    Blogging is a form of online journaling that has been increasingly used to document an attempt in weight loss. Despite the prevalence of weight loss bloggers, few studies have examined this population. We examined characteristics of weight loss bloggers and their blogs, including blogging habits, reasons for blogging, like and dislikes of blogging, and associations between blogging activity and weight loss. Participants (N = 194, 92.3 % female, mean age = 35) were recruited from Twitter and Facebook to complete an online survey. Participants reported an average weight loss of 42.3 pounds since starting to blog about their weight loss attempt. Blogging duration significantly predicted greater weight loss during blogging (β = -3.65, t(185) = -2.97, p = .003). Findings suggest that bloggers are generally successful with their weight loss attempt. Future research should explore what determines weight loss success/failure in bloggers and whether individuals desiring to lose weight would benefit from blogging.

  15. [Storytelling in Health Journalism: Online Survey of Health Journalists on Definition and Use].

    Science.gov (United States)

    Heimes, S

    2016-12-01

    Background: Although health information is of great interest and plays an important role in almost all media, there are very few studies on the actual work of health journalists. Methods: A quantitative online survey with qualitative elements on the definition and use of storytelling in health journalism was carried out among members of various professional journalists' associations (n=86). Results: The results suggest that health journalists understand storytelling especially as a term used when an article has a dramatic construction, and the story is about real people. As reasons for using storytelling, health journalists primarily name the understandable and clear presentation of medical issues. They see better chances for identification and establishing a relationship to the readers' lives. Of particular importance seems to be that narrative elements do not distort the facts and protect the privacy rights of persons mentioned in case reports. © Georg Thieme Verlag KG Stuttgart · New York.

  16. Requirements Engineering Challenges in Service Oriented Software Engineering: an exploratory online survey

    Directory of Open Access Journals (Sweden)

    Muneera Bano

    2013-07-01

    Full Text Available Service Oriented Software Engineering (SOSE is an emerging field for developing software using web services. One of the main tasks of a Requirement Engineer in SOSE is matchmaking between requirements and available services. Published literature indicates that Requirements Engineering (RE in SOSE is facing differentchallenges. In this study, we report the results of an online survey conducted with practitioners and the researchers working on service oriented projects. The aim is to get an insight about the issues and challenges faced in SOSE during requirements engineering. The results show an interesting pattern of how the researchers and practitioners have differing views on reported challenges. The difference in opinion is mostly because SOSE is a new field and most of its concepts are not fully understood and appreciated by designers and developers, resulting in a poor implementation of the SOSE concepts.

  17. Pharmacological Neuroenhancement in the field of economics. Poll results from an online survey

    Directory of Open Access Journals (Sweden)

    Pavel eDietz

    2016-04-01

    Full Text Available Introduction: The use of over-the-counter, prescription, and illicit drugs to increase attention, concentration or memory – often called (pharmacological neuroenhancement – shows a broad range of prevalence rates among students. However, very little data is available on neuroenhancement among employed persons. The aim of this study was to provide first data on substance use for neuroenhancement among readers of the German Handelsblatt coming from the field of economics.Methods: Readers of the online edition of the Handelsblatt, a leading print and online medium for the field of economics, were invited to participate in a survey via a link on the journal homepage to complete a web-based questionnaire. Within the questionnaire, participants were asked for their gender, current age, current professional status, hours of work per week, prevalence rates of substance use for the purpose of neuroenhancement as well as for reasons of its use. Binary regression analyses with stepwise forward selection were used to predict the dependent variables use of illicit and prescription drugs for neuroenhancement (yes/no, use of over-the-counter drugs for neuroenhancement (yes/no, and use of any drug for neuroenhancement (yes/no.Results: A total of 1,021 participants completed the anonymous survey. Lifetime prevalence for the use of any drug for neuroenhancement was 88.0% and for the use of illicit and prescription drugs for neuroenhancement 19.0%. Reasons and situations that predicted neuroenhancement with illicit and prescription drugs were curiosity, to enhance mood, for a confident appearance, stress/pressure to perform, and deadline pressure.Discussion: The study shows that neuroenhancement with drugs is a widespread and frequent phenomenon among people belonging to the professional field of economics. Given in the literature that the use of drugs, especially prescription and illicit drugs, may be associated with side effects, the high epidemic of drug

  18. Representation of less-developed countries in Pharmacology journals: an online survey of corresponding authors

    Directory of Open Access Journals (Sweden)

    Rohra Dileep K

    2011-05-01

    Full Text Available Abstract Background Scientists from less-developed countries (LDC perceive that it is difficult to publish in international journals from their countries. This online survey was conducted with the primary aim of determining the opinion of corresponding authors of published papers in international Pharmacology journals regarding the difficulties in publications and their possible solutions. Methods The titles of all Pharmacology journals were retrieved from Pubmed. 131 journals were included in study. The latest issue of all journals was reviewed thoroughly. An online survey was conducted from the corresponding authors of the published papers who belonged to LDC. Results 584 out 1919 papers (30.4% originated from the LDC. 332 responses (response rate; 64.5% were received from the authors. Approximately 50% the papers from LDC were published in journals with impact factor of less than 2. A weak negative correlation (r = -0.236 was observed between journal impact factor and the percentage of publications emanating from LDC. A significant majority of the corresponding authors (n = 254; 76.5% perceived that it is difficult to publish in good quality journals from their countries. According to their opinion, biased attitude of editors and reviewers (64.8% is the most important reason followed by the poor writing skills of the scientists from LDC (52.8%. The authors thought that well-written manuscript (76.1%, improvement in the quality of research (69.9% and multidisciplinary research (42.9% are important determinants that may improve the chances of publications. Conclusions The LDC are underrepresented in publications in Pharmacology journals. The corresponding authors of the published articles think that biased attitude of the editors as well as the reviewers of international journals and the poor writing skills of scientists are the major factors underlying the non-acceptance of their results. They also think that the improvement in the writing

  19. Research on the Model of Helpfulness Factors of Online Customer Reviews%消费者在线评论有用性影响因素模型研究

    Institute of Scientific and Technical Information of China (English)

    彭岚; 周启海; 邱江涛

    2011-01-01

    消费者在线评论的价值已经得到消费者和在线零售商的公认,对评论有用性的研究已经成为新的研究热点.从减少消费者决策风险出发,在感知诊断性概念基础上定义了评论有用性概念,构建了一个评论有用性影响因素模型.从传播说服理论的维度考察,评论等级、评论长度、好评率和使用互联网经验是影响评论有用性的重要因素.商品类型对评论有用性具有调节作用.%The value of online customer reviews have been recognized by customer and online retailers and research on the helpfulness of the review have become the emerging fields. From the start of reducing the risk of consumer decision-making, this study defined the conception of helpfulness of the customer reviews based on the conception of perceived diagnosticity and built a model of the helpfulness factors of online customer reviews. Based on the theory of communication and persuasion,review rates,review length,percent of helpfulness and experience of using the Internet are the important factors affecting helpfulness of the review. Product type moderates the helpfulness of the review.

  20. Online Business Education in the Twenty-First Century: An Analysis of Potential Target Markets.

    Science.gov (United States)

    Evans, Joel R.; Haase, Ilene M.

    2001-01-01

    Discusses the potential for online business education. Highlights include a background of distance education for higher education; the interest of corporate America in distance education; and results of a survey of Internet users that focused on potential customers for online business education and considered demographics, service expectations,…

  1. Product Customization

    DEFF Research Database (Denmark)

    Hvam, Lars; Mortensen, Niels Henrik; Riis, Jesper

    For the majority of industrial companies, customizing products and services is among the most critical means to deliver true customer value and achieve superior competitive advantage. The challenge is not to customize products and services in itself – but to do it in a profitable way...... from more than 40 product configuration projects in companies providing customer tailored products and services........ The implementation of a product configuration system is among the most powerful ways of achieving this in practice, offering a reduction of the lead time for products and quotations, faster and more qualified responses to customer inquiries, fewer transfers of responsibility and fewer specification mistakes...

  2. Long-term follow-up of children who underwent severe hypospadias repair using an online survey with validated questionnaires.

    Science.gov (United States)

    Fraumann, Sarah A; Stephany, Heidi A; Clayton, Douglass B; Thomas, John C; Pope, John C; Adams, Mark C; Brock, John W; Tanaka, Stacy T

    2014-06-01

    Few studies of hypospadias repair in childhood have used validated questionnaires to investigate outcomes of cosmesis, urinary function, and sexual function in adulthood. We sought to investigate long-term outcomes in adult patients who had undergone severe hypospadias repair as children using an existing web-based application available to multiple institutions in order to develop an online patient survey of previously validated questionnaires. Patients aged 18 years or older who underwent severe hypospadias repair between 1992 and 1997 at our institution were contacted to complete an online survey. Through medical chart reviews, we analyzed the location of meatus, type of repair, and complications. The online survey included questions about penile appearance, and validated questionnaires to assess urinary and sexual function. Of 58 patients who met the inclusion criteria, we contacted 19, and 13 completed the survey. Fifty-nine percent had complications, with an average of 2.2 procedures per patient. Most (85.0%) were satisfied with penile appearance, although 38.0% had residual penile curvature. Hypospadias patients had mean lower orgasmic function than normal controls. Mean scores for urinary function and other domains of sexual function were similar to normal controls. Although the majority of adult patients were satisfied with the outcomes of penile appearance, urinary function, and sexual function, our online survey suggests decreased lower orgasmic function as measured by validated questionnaire. An online survey accessible to multiple institutions with validated questionnaires may facilitate assessment of long-term hypospadias results. Copyright © 2014 Journal of Pediatric Urology Company. Published by Elsevier Ltd. All rights reserved.

  3. Comparing Twitter and Online Panels for Survey Recruitment of E-Cigarette Users and Smokers.

    Science.gov (United States)

    Guillory, Jamie; Kim, Annice; Murphy, Joe; Bradfield, Brian; Nonnemaker, James; Hsieh, Yuli

    2016-11-15

    E-cigarettes have rapidly increased in popularity in recent years, driven, at least in part, by marketing and word-of-mouth discussion on Twitter. Given the rapid proliferation of e-cigarettes, researchers need timely quantitative data from e-cigarette users and smokers who may see e-cigarettes as a cessation tool. Twitter provides an ideal platform for recruiting e-cigarette users and smokers who use Twitter. Online panels offer a second method of accessing this population, but they have been criticized for recruiting too few young adults, among whom e-cigarette use rates are highest. This study compares effectiveness of recruiting Twitter users who are e-cigarette users and smokers who have never used e-cigarettes via Twitter to online panelists provided by Qualtrics and explores how users recruited differ by demographics, e-cigarette use, and social media use. Participants were adults who had ever used e-cigarettes (n=278; male: 57.6%, 160/278; age: mean 34.26, SD 14.16 years) and smokers (n=102; male: 38.2%, 39/102; age: mean 42.80, SD 14.16 years) with public Twitter profiles. Participants were recruited via online panel (n=190) or promoted tweets using keyword targeting for e-cigarette users (n=190). Predictor variables were demographics (age, gender, education, race/ethnicity), e-cigarette use (eg, past 30-day e-cigarette use, e-cigarette puffs per day), social media use behaviors (eg, Twitter use frequency), and days to final survey completion from survey launch for Twitter versus panel. Recruitment method (Twitter, panel) was the dependent variable. Across the total sample, participants were recruited more quickly via Twitter (incidence rate ratio=1.30, P=.02) than panel. Compared with young adult e-cigarette users (age 18-24 years), e-cigarette users aged 25 to 34 years (OR 0.01, 95% CI 0.00-0.60, P=.03) and 35 to 44 years (OR 0.01, 95% CI 0.00-0.51, P=.02) were more likely to be recruited via Twitter than panel. Smokers aged 35 to 44 years were less

  4. Comparing Twitter and Online Panels for Survey Recruitment of E-Cigarette Users and Smokers

    Science.gov (United States)

    Kim, Annice; Murphy, Joe; Bradfield, Brian; Nonnemaker, James; Hsieh, Yuli

    2016-01-01

    Background E-cigarettes have rapidly increased in popularity in recent years, driven, at least in part, by marketing and word-of-mouth discussion on Twitter. Given the rapid proliferation of e-cigarettes, researchers need timely quantitative data from e-cigarette users and smokers who may see e-cigarettes as a cessation tool. Twitter provides an ideal platform for recruiting e-cigarette users and smokers who use Twitter. Online panels offer a second method of accessing this population, but they have been criticized for recruiting too few young adults, among whom e-cigarette use rates are highest. Objective This study compares effectiveness of recruiting Twitter users who are e-cigarette users and smokers who have never used e-cigarettes via Twitter to online panelists provided by Qualtrics and explores how users recruited differ by demographics, e-cigarette use, and social media use. Methods Participants were adults who had ever used e-cigarettes (n=278; male: 57.6%, 160/278; age: mean 34.26, SD 14.16 years) and smokers (n=102; male: 38.2%, 39/102; age: mean 42.80, SD 14.16 years) with public Twitter profiles. Participants were recruited via online panel (n=190) or promoted tweets using keyword targeting for e-cigarette users (n=190). Predictor variables were demographics (age, gender, education, race/ethnicity), e-cigarette use (eg, past 30-day e-cigarette use, e-cigarette puffs per day), social media use behaviors (eg, Twitter use frequency), and days to final survey completion from survey launch for Twitter versus panel. Recruitment method (Twitter, panel) was the dependent variable. Results Across the total sample, participants were recruited more quickly via Twitter (incidence rate ratio=1.30, P=.02) than panel. Compared with young adult e-cigarette users (age 18-24 years), e-cigarette users aged 25 to 34 years (OR 0.01, 95% CI 0.00-0.60, P=.03) and 35 to 44 years (OR 0.01, 95% CI 0.00-0.51, P=.02) were more likely to be recruited via Twitter than panel

  5. Customization Issues

    DEFF Research Database (Denmark)

    Jørgensen, Kaj Asbjørn; Brunø, Thomas Ditlev; Taps, Stig B.

    2014-01-01

    Implementation of mass customization and product configuration in companies requires fundamental considerations about how products can fulfil the demand from customers. In order to support such decision-making, a multi-level model for customization is developed. This model identifies four different...... levels of customization, ranging from the structure level at the bottom, through the performance level and the experience level, to the learning level at the top. The model also has a dual view with customers/demand at one side and product/supplier at the other side. It is a rather general model, which...... can be applied to many types of products, and typically, product designers must decide how far up in levels the customization should aim. In this paper, the four-level customization model is applied to wheel chairs....

  6. 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.

  7. Representation of anatomy in online atlases and databases: a survey and collection of patterns for interface design.

    Science.gov (United States)

    Clarkson, Melissa D

    2016-05-21

    A large number of online atlases and databases have been developed to mange the rapidly growing amount of data describing embryogenesis. As these community resources continue to evolve, it is important to understand how representations of anatomy can facilitate the sharing and integration of data. In addition, attention to the design of the interfaces is critical to make online resources useful and usable. I first present a survey of online atlases and gene expression resources for model organisms, with a focus on methods of semantic and spatial representation of anatomy. A total of 14 anatomical atlases and 21 gene expression resources are included. This survey demonstrates how choices in semantic representation, in the form of ontologies, can enhance interface search functions and provide links between relevant information. This survey also reviews methods for spatially representing anatomy in online resources. I then provide a collection of patterns for interface design based on the atlases and databases surveyed. These patterns include methods for displaying graphics, integrating semantic and spatial representations, organizing information, and querying databases to find genes expressed in anatomical structures. This collection of patterns for interface design will assist biologists and software developers in planning the interfaces of new atlases and databases or enhancing existing ones. They also show the benefits of standardizing semantic and spatial representations of anatomy by demonstrating how interfaces can use standardization to provide enhanced functionality.

  8. Awareness of secondary stroke prevention guidelines among neurologists in China: a cross-sectional online survey

    Institute of Scientific and Technical Information of China (English)

    WU Jian; JIA Long-fei; JIA Jian-ping

    2012-01-01

    Background Recurrent stroke following a transient ischemic attack or minor stroke is frequent but potentially preventable.The prevention outcome is,by and large,dependent on how well physicians understand and implement prevention guidelines.Yet,little is known about the scope of physicians' awareness and implementation of secondary stroke prevention guidelines in the mainland of China.This study aimed to identify the gaps between physicians' clinical practice and guidelines for secondary stroke prevention in China.Methods A nation-wide online survey with a 16-item questionnaire that reflects major components of the Chinese National Secondary Stroke Prevention Guidelines was performed between September 1,2009 and October 31,2009.Results A total of 3489 neurologists from third tier hospitals completed the survey.The percentage of the physicians who were aware of the control targets and prevention measures recommended in the Chinese national guidelines was generally lower than reported for developed countries.Conclusions Physicians in the mainland of China lack sufficient awareness of secondary stroke prevention guidelines.Continuing education is highly recommended.

  9. Spine Metastasis Practice Patterns among Korean, Chinese, and Japanese Radiation Oncologists: A Multinational Online Survey Study

    Science.gov (United States)

    Yu, Jeong Il; Park, Hee Chul; Ahn, Yong Chan; Gao, Xian-Shu; Wang, Jun-Jie; Zeng, Zhao-Chong; Ito, Yoshinori; Ohno, Tatsuya; Nishimura, Yasumasa

    2017-01-01

    This online survey of practising radiation oncologists from Korea, China and Japan was conducted to investigate the current practices in radiotherapy (RT) for spine metastasis and to compare these practices across the three countries. The questionnaire included nine general information questions and two clinical scenarios (representing ‘typical’ and ‘good’ prognosis spine metastasis), with seven questions for each scenario. An anonymous web-based survey using Google Docs® was undertaken from 2 September 2014 to 9 April 2015. A total of 54 Korean, 107 Chinese and 104 Japanese radiation oncologists participated in the study. The first scenario involved a typical case of spine metastasis (~25% expected 1-year survival rate), and the preferred fractionation scheme was 10 fractions of 3 Gy, though the pattern was slightly different in each country. The second scenario involved a good prognosis case (>50% expected 1-year survival rate), and 10 fractions of 3 Gy was the preferred practice in all three countries (however, use of a larger fraction dose with a smaller fraction number was more common in Korea). A more conformal RT technique was more prominent in China and Korea, especially for patients with a good prognosis. Avoidance of reirradiation was notable in China. In summary, a preference for multiple fractionation in RT for spine metastasis was observed in the majority of Korean, Chinese and Japanese radiation oncologists, although there were slight differences in practice preferences, especially for patients with a favorable prognosis. PMID:27672099

  10. What about vaginal extraction of the kidney? results of an online survey

    Science.gov (United States)

    Cabral, João Ferreira; Braga, Isaac Campos; Branco, Frederico; Cavadas, Vitor; Ferreira, Avelino Fraga; Ramos, Miguel Silva

    2016-01-01

    ABSTRACT Purpose We aimed to characterize surgeons opinion about the vaginal extraction of the kidney after transperitoneal laparoscopic nephrectomy. Matherial and Methods A 9-item questionnaire was published online (Survey Monkey TM) and publicized via email to a multidisciplinary pool of surgeons in Portugal. Data was collected and statistical analysis was performed using IBM SPSS Statistics, Version 21.0. Results Three hundred and fifty nine inquiries were sent, 154 surgeons completed the questionnaires (response rate of 43.0%). Fifty five point eight percent of the participants would choose the transvaginal approach for themselves or for a close relative. The most stated arguments were a better cosmesis (29.0%) expectancy of lower post operative pain (26.0%) and lower rate of incisional hernias (23.0%). Defenders of the transabdominal procedure justified with an expectancy of lower complication rate (39%), namely impairment of sexual function and fertility (22%). The female gender and the familiarity with transvaginal surgery were the stronger predictors of the option for this approach (70.6% vs 48.5%; p=0,016 and 85.3% vs 46.6%; p <0.001 respectively). Conclusions Contrasting with similar surveys published on transvaginal NOTES, the vaginal specimen extraction after conventional laparoscopic nephrectomy was fairly accepted by the inquired surgeons. PMID:27136470

  11. Legal issues for German-speaking cannabis growers. Results from an online survey.

    Science.gov (United States)

    Werse, Bernd

    2016-02-01

    Cannabis prohibition can generally be regarded as the main driver for home growing of marijuana. In this paper, I discuss the impact of drug prohibition on cannabis cultivators from the three German-speaking countries: Germany, Austria and Switzerland. In particular, this refers to the questions; how illicitness influences motivations for growing; which precautionary measures are taken against the risk of discovery; how penal consequences differ in the three countries and how these aspects are linked to each other. The results come from a sample of 1578 respondents from the German-language online survey conducted following the International Cannabis Cultivation Questionnaire (ICCQ). The survey was carried out in late 2012 and early 2013. While most of the reasons for growing cannabis relate to avoiding negative consequences of prohibition, the illicitness of cannabis also plays a major role for concern about the cultivation activities as well as measures to avoid negative consequences. Swiss growers are less worried about their activity compared to respondents from Germany or Austria. The results confirm the notion that the illicitness of cannabis is the main drive for the private cultivation of the plant. At the same time, prohibition is the principal reason for concern regarding the growing activity. The severity of possible sentences seems to be linked to the degree of concern and precautionary measures. Copyright © 2015 Elsevier B.V. All rights reserved.

  12. Customized-Language Voice Survey on Mobile Devices for Text and Image Data Collection Among Ethnic Groups in Thailand: A Proof-of-Concept Study.

    Science.gov (United States)

    Jandee, Kasemsak; Lawpoolsri, Saranath; Taechaboonsermsak, Pimsurang; Khamsiriwatchara, Amnat; Wansatid, Peerawat; Kaewkungwal, Jaranit

    2014-03-06

    Public health surveys are often conducted using paper-based questionnaires. However, many problems are associated with this method, especially when collecting data among ethnic groups who speak a different language from the survey interviewer. The process can be time-consuming and there is the risk of missing important data due to incomplete surveys. This study was conducted as a proof-of-concept to develop a new electronic tool for data collection, and compare it with standard paper-based questionnaire surveys using the research setting of assessing Knowledge Attitude and Practice (KAP) toward the Expanded Program on Immunization (EPI) among 6 ethnic groups in Chiang Rai Province, Thailand. The two data collection methods were compared on data quality in terms of data completeness and time consumed in collecting the information. In addition, the initiative assessed the participants' satisfaction toward the use of a smartphone customized-language voice-based questionnaire in terms of perceived ease of use and perceived usefulness. Following a cross-over design, all study participants were interviewed using two data collection methods after a one-week washout period. Questions in the paper-based questionnaires in Thai language were translated to each ethnic language by the interviewer/translator when interviewing the study participant. The customized-language voice-based questionnaires were programmed to a smartphone tablet in six, selectable dialect languages and used by the trained interviewer when approaching participants. The study revealed positive data quality outcomes when using the smartphone, voice-based questionnaire survey compared with the paper-based questionnaire survey, both in terms of data completeness and time consumed in data collection process. Since the smartphone questionnaire survey was programmed to ask questions in sequence, no data was missing and there were no entry errors. Participants had positive attitudes toward answering the

  13. Senior Executives' Perceptions of Business-to-Consumer (B2C) Online Marketing Strategies: The Case of Singapore.

    Science.gov (United States)

    Teo, Thompson S. H.; Tan, Jek Swan

    2002-01-01

    Describes a study on Internet marketing strategies of business-to-consumer (B2C) firms in Singapore. Results of a survey and hierarchical regression analyses indicate that strategies to attract customers and to relate to customers have significant positive relationships to online brand equity, which is positively related to financial growth.…

  14. Senior Executives' Perceptions of Business-to-Consumer (B2C) Online Marketing Strategies: The Case of Singapore.

    Science.gov (United States)

    Teo, Thompson S. H.; Tan, Jek Swan

    2002-01-01

    Describes a study on Internet marketing strategies of business-to-consumer (B2C) firms in Singapore. Results of a survey and hierarchical regression analyses indicate that strategies to attract customers and to relate to customers have significant positive relationships to online brand equity, which is positively related to financial growth.…

  15. 在线零售情境因素对顾客惠顾意愿的影响研究%Effect of contextual factors of online retailing on customer patronage intentions

    Institute of Scientific and Technical Information of China (English)

    崔楠; 崔庆安; 汪涛

    2013-01-01

    作为新兴的零售渠道,互联网在零售业中的重要性日益凸显.随着在线零售业竞争的不断加剧,零售商越来越重视在线商店的情境因素对顾客惠顾的影响.从自我决定理论的视角,考察了在线零售情境中的产品相关情境因素和市场相关情境因素如何影响顾客在网上购物活动中的自主需要满足和关系需要满足,进而影响顾客的惠顾意愿;研究进一步提出了情境因素影响顾客惠顾意愿的两种内部化机制,即感知控制和感知兴趣.研究结论有助于深入理解在线零售情境因素对顾客惠顾意愿的影响作用,并为在线零售商提供了设计在线零售情境因素的新视角.%As an emerging retailing channel, Internet plays a more and more important role in retailing indus-try. With the intensifying competition in online retailing, retailers lay more emphasis on the effect of the con-textual factors of online stores on customer patronage. Based on self-determination theory, this article investi-gates how product-relevant and market-relevant contextual factors of online retailing affect customers' need for autonomy and relatedness and, in turn, customer patronage intention; the article also proposes two internaliza-tion mechanisms of the effect of contextual factors on customer patronage intentions, i. e. , perceived control and perceived interest. The findings enhance our knowledge of online retailing contextual effects, and provide companies with a new perspective to design online retailing contextual factors.

  16. Identification of preliminary core outcome domains for communication about childhood vaccination: An online Delphi survey.

    Science.gov (United States)

    Kaufman, Jessica; Ryan, Rebecca; Lewin, Simon; Bosch-Capblanch, Xavier; Glenton, Claire; Cliff, Julie; Oyo-Ita, Angela; Muloliwa, Artur Manuel; Oku, Afiong; Ames, Heather; Rada, Gabriel; Cartier, Yuri; Hill, Sophie

    2017-08-20

    Communication interventions for childhood vaccination are promising strategies to address vaccine hesitancy, but current research is limited by the outcomes measured. Most studies measure only vaccination-related outcomes, with minimal consideration of vaccine hesitancy-relevant intermediate outcomes. This impedes understanding of which interventions or elements are effective. It is also unknown which outcomes are important to the range of stakeholders affected by vaccine hesitancy. Outcome selection shapes the evidence base, informing future interventions and trials, and should reflect stakeholder priorities. Therefore, our aim was to identify which outcome domains (i.e. broad outcome categories) are most important to different stakeholders, identifying preliminary core outcome domains to inform evaluation of three common vaccination communication types: (i) communication to inform or educate, (ii) remind or recall, and (iii) enhance community ownership. We conducted a two-stage online Delphi survey, involving four stakeholder groups: parents or community members, healthcare providers, researchers, and government or non-governmental organisation representatives. Participants rated the importance of eight outcome domains for each of the three communication types. They also rated specific outcomes within one domain ("attitudes or beliefs") and provided feedback about the survey. Collectively, stakeholder groups prioritised outcome domains differently when considering the effects of different communication types. For communication that aims to (i) inform or educate, the most important outcome domain is "knowledge or understanding"; for (ii) reminder communication, "vaccination status and behaviours"; and for (iii) community engagement communication, "community participation". All stakeholder groups rated most outcome domains as very important or critical. The highest rated specific outcome within the "attitudes or beliefs" domain was "trust". This Delphi survey

  17. Rancang Bangun Sistem Informasi Customer Loyalty untuk Keunggulan Kompetitif Organisasi

    Directory of Open Access Journals (Sweden)

    Sri Mulyani

    2014-02-01

    Full Text Available Utilization of information technology to achieve competitive advantage has become a necessity  for business people and managers of organizations  in the information age now. This research aim to create a customer loyalty that the information system is one part of theCustomer  Relationship  Management  to  collect  data  on  indicators  of  customer  loyalty.  Indicator  of  customer  loyalty  is  determined according  empirical  model  customer  loyalty  and  create  customer  loyalty  information  system  that  can  be  used  to  gain  competitive advantage organizations. Structural Equation Modeling is used to obtain indicators of customer loyalty. Customer loyalty info rmation system designed using prototype system development and modeling analysis using Data Flow Diagram, database design using  Entity Relationship  Diagram,  and  a  web-based  interface.  Web-based  information  systems  that  provide online  customer  survey  facilities  and analysis  results  in  the  form  of  customer  loyalty  index  values  shaped  by  the  dynamic  graphic  indicator  of  loyalty  according  to  the empirical study of customer loyalty that can be used to gain competitive advantage. The value of customer loyalty index cons ists of four main variables, namely: the ability to anticipate customer value, customer value anticipation peace, customer satisfaction, and loyalty.Keywords: Customer loyalty, Structural Equation Modeling, Index loyalty, Competitive advantage

  18. Product Customization

    DEFF Research Database (Denmark)

    Hvam, Lars; Mortensen, Niels Henrik; Riis, Jesper

    For the majority of industrial companies, customizing products and services is among the most critical means to deliver true customer value and achieve superior competitive advantage. The challenge is not to customize products and services in itself – but to do it in a profitable way....... The implementation of a product configuration system is among the most powerful ways of achieving this in practice, offering a reduction of the lead time for products and quotations, faster and more qualified responses to customer inquiries, fewer transfers of responsibility and fewer specification mistakes......, a reduction of the resources spent for the specification of customized products, and the possibility of optimizing the products according to customer demands. This book presents an operational procedure for the design of product configuration systems in industrial companies, based on the experience gained...

  19. Risk Factors of Internet Addiction among Internet Users: An Online Questionnaire Survey.

    Directory of Open Access Journals (Sweden)

    Chia-Yi Wu

    Full Text Available Internet addiction (IA has become a major public health issue worldwide and is closely linked to psychiatric disorders and suicide. The present study aimed to investigate the prevalence of IA and its associated psychosocial and psychopathological determinants among internet users across different age groups.The study was a cross-sectional survey initiated by the Taiwan Suicide Prevention Center. The participants were recruited from the general public who responded to the online questionnaire. They completed a series of self-reported measures, including Chen Internet Addiction Scale-revised (CIAS-R, Five-item Brief Symptom Rating Scale (BSRS-5, Maudsley Personality Inventory (MPI, and questions about suicide and internet use habits.We enrolled 1100 respondents with a preponderance of female subjects (85.8%. Based on an optimal cutoff for CIAS-R (67/68, the prevalence rate of IA was 10.6%. People with higher scores of CIAS-R were characterized as: male, single, students, high neuroticism, life impairment due to internet use, time for internet use, online gaming, presence of psychiatric morbidity, recent suicide ideation and past suicide attempts. Multiple regression on IA showed that age, gender, neuroticism, life impairment, internet use time, and BSRS-5 score accounted for 31% of variance for CIAS-R score. Further, logistic regression showed that neuroticism, life impairment and internet use time were three main predictors for IA. Compared to those without IA, the internet addicts had higher rates of psychiatric morbidity (65.0%, suicide ideation in a week (47.0%, lifetime suicide attempts (23.1%, and suicide attempt in a year (5.1%.Neurotic personality traits, psychopathology, time for internet use and its subsequent life impairment were important predictors for IA. Individuals with IA may have higher rates of psychiatric morbidity and suicide risks. The findings provide important information for further investigation and prevention of IA.

  20. Risk Factors of Internet Addiction among Internet Users: An Online Questionnaire Survey

    Science.gov (United States)

    Wu, Chia-Yi; Lee, Ming-Been; Liao, Shih-Cheng; Chang, Li-Ren

    2015-01-01

    Backgrounds Internet addiction (IA) has become a major public health issue worldwide and is closely linked to psychiatric disorders and suicide. The present study aimed to investigate the prevalence of IA and its associated psychosocial and psychopathological determinants among internet users across different age groups. Methods The study was a cross-sectional survey initiated by the Taiwan Suicide Prevention Center. The participants were recruited from the general public who responded to the online questionnaire. They completed a series of self-reported measures, including Chen Internet Addiction Scale-revised (CIAS-R), Five-item Brief Symptom Rating Scale (BSRS-5), Maudsley Personality Inventory (MPI), and questions about suicide and internet use habits. Results We enrolled 1100 respondents with a preponderance of female subjects (85.8%). Based on an optimal cutoff for CIAS-R (67/68), the prevalence rate of IA was 10.6%. People with higher scores of CIAS-R were characterized as: male, single, students, high neuroticism, life impairment due to internet use, time for internet use, online gaming, presence of psychiatric morbidity, recent suicide ideation and past suicide attempts. Multiple regression on IA showed that age, gender, neuroticism, life impairment, internet use time, and BSRS-5 score accounted for 31% of variance for CIAS-R score. Further, logistic regression showed that neuroticism, life impairment and internet use time were three main predictors for IA. Compared to those without IA, the internet addicts had higher rates of psychiatric morbidity (65.0%), suicide ideation in a week (47.0%), lifetime suicide attempts (23.1%), and suicide attempt in a year (5.1%). Conclusion Neurotic personality traits, psychopathology, time for internet use and its subsequent life impairment were important predictors for IA. Individuals with IA may have higher rates of psychiatric morbidity and suicide risks. The findings provide important information for further

  1. 77 FR 12073 - Proposed Renewal of Information Collection: American Customer Satisfaction Index (ACSI...

    Science.gov (United States)

    2012-02-28

    ... Office of the Secretary Proposed Renewal of Information Collection: American Customer Satisfaction Index (ACSI) Government Customer Satisfaction Survey AGENCY: National Business Center, Federal Consulting... concerning the American Customer Satisfaction Index (ACSI) Government Customer Satisfaction Survey....

  2. Online sex-seeking, substance use, and risky behaviors in Taiwan: results from the 2010 Asia Internet MSM Sex Survey.

    Science.gov (United States)

    Ko, Nai-Ying; Koe, Stuart; Lee, Hsin-Chun; Yen, Cheng-Fang; Ko, Wen-Chien; Hsu, Su-Ting

    2012-10-01

    We conducted an online behavioral survey to estimate the prevalence of online sex-seeking and substance use behaviors and to compare risky behaviors among men using different venues to seek sex with men. A cross-sectional online survey, the Asia Internet MSM Sex Survey, was conducted online from January 1 to February 28, 2010. Of the 1,645 participants enrolled from Taiwan, 72.4% reported the Internet as the main way of seeking sexual partners, 73.9% had had sex with partners found online, and 16% had used recreational drugs in the previous 6 months. There was no evidence to suggest that men who looked for sex through the Internet were more likely to engage in unprotected anal intercourse with their casual partners than those using other gay venues. Having had online sex partners in the previous 6 months was significantly associated with being young [adjusted odd ratio (AOR) = 0.97, 95% CI: 0.95-0.99], having had no steady partners in the previous year (AOR = 0.24, 95% CI: 0.15-0.39), having had more than five partners in the previous 6 months (AOR = 4.57, 95% CI: 2.95-7.11), having used recreational drugs in the previous 6 months (AOR = 2.24, 95% CI: 1.30-3.87), and having had an STI in the previous 6 months (AOR = 4.24, 95% CI: 1.59-11.30). In conclusion, because the Internet is a popular meeting place for MSM in Taiwan, effective and targeted prevention programs should be developed to minimize the HIV transmission risk in the Internet era.

  3. Customer Satisfaction and Brand Switching Intention: A Study of Mobile Services in Saudi Arabia

    Directory of Open Access Journals (Sweden)

    Mahmoud ABDEL HAMID SALEH

    2015-10-01

    Full Text Available The purpose of the study is to investigate first, the relationship between the customer satisfaction and brand switching intention into the Saudi Arabian mobile-service market, and second, the association of service quality, customer service, service pricing, and value-added services with the customer satisfaction. Because of the difficulty of having a frame for the mobile-service customers from their providers, a convenience sample of 350 online respondents with the proper surveying techniques was used in data analysis and testing of the research hypotheses. The findings of the study confirm a significant negative relationship between customer satisfaction and brand switching intention. A 4% percent of the change in brand switching intention could be explained by the change in the customer satisfaction. Only three variables; customer service, service pricing, and service quality are critical determinants for mobile-service customer satisfaction. Customer service explained about 22%, whereas service pricing and service quality explained about 5% and 1% of the change in customer satisfaction respectively. The practical value of this study could be enabling the mobile-service providers in Saudi Arabia to well understand the determinants of the customer satisfaction and its negative relationship with brand switching intention. They may take these findings into account when setting marketing strategies to differentiate their brands to satisfy the customer needs and wants, to retain the existing customers and to attract new customers. These strategies have a positive effect on the company’s customer satisfaction that deter brand switching intention, hence increase the company’s competitiveness, market share and profitability.

  4. Cross-sectional online survey of research productivity in young Japanese nursing faculty.

    Science.gov (United States)

    Oyama, Yumiko; Fukahori, Hiroki; Miyashita, Mitsunori; Narama, Miho; Kono, Ayumi; Atogami, Fumi; Kashiwagi, Masayo; Okaya, Keiko; Takamizawa, Emiko; Yoshizawa, Toyoko

    2015-07-01

    To investigate the factors affecting the research productivity of young nursing faculty in Japan. An online survey targeting young nursing scholars (aged ≤ 39 years) who were members of the Japan Academy of Nursing Science was conducted from October to November 2012. Of 1634 potential respondents, 648 completed the survey (39.7%), and 400 full-time faculty of a baccalaureate degree program were selected for the analysis. The numbers of English-language and Japanese publications in the past 3 years were regressed onto personal characteristics, such as academic degree and type of university. The mean numbers of publications in English and Japanese in the past 3 years were 0.41 and 1.63, respectively. Holding a doctoral degree was significantly related to a higher number of publications in English and Japanese (e(β) = 5.78 and e(β) = 1.89, respectively). Working at a national university (e(β) = 2.15), having a research assistant (e(β) = 2.05), and the ability to read research articles in English (e(β) = 2.27) were significantly related to more English-language publications. Having the confidence to conduct quantitative research (e(β) = 1.67) was related to a larger number of Japanese publications. The lack of mentoring (e(β) = 0.97) and university workload (e(β) = 0.96) were associated with a lesser number of Japanese publications. The research productivity of young nursing faculty appeared to be quite low. Strategies to enhance research productivity in young nursing faculty, such as encouraging the achievement of a doctoral degree or enrichment of research resources, should be undertaken. © 2014 The Authors. Japan Journal of Nursing Science © 2014 Japan Academy of Nursing Science.

  5. Mental health literacy in an educational elite – an online survey among university students

    Directory of Open Access Journals (Sweden)

    Fritschi Nadja

    2005-05-01

    Full Text Available Abstract Background Mental health literacy is a prerequisite for early recognition and intervention in mental disorders. The aims of this paper are to determine whether a sample of university students recognise different symptoms of depression and schizophrenia and to reveal factors influencing correct recognition. Methods Bivariate and correspondence analyses of the results from an online survey among university students (n = 225. Results Most participants recognised the specific symptoms of depression. The symptoms of schizophrenia were acknowledged to a lower extent. Delusions of control and hallucinations of taste were not identified as symptoms of schizophrenia. Repeated revival of a trauma for depression and split personality for schizophrenia were frequently mistaken as symptoms of the respective disorders. Bivariate analyses demonstrated that previous interest in and a side job related to mental disorders, as well as previous personal treatment experience had a positive influence on symptom recognition. The correspondence analysis showed that male students of natural science, economics and philosophy are illiterate in recognising the symptoms depression and schizophrenia. Conclusion Among the educational elite, a wide variability in mental health literacy was found. Therefore, it's important for public mental health interventions to focus on the different recognition rates in depression and schizophrenia. Possibilities for contact must be arranged according to interest and activity (e.g., at work. In order to improve mental health literacy, finally, education and/or internship should be integrated in high school or apprenticeship curricula. Special emphasis must be given towards the effects of gender and stereotypes held about mental illnesses.

  6. Associations between film preferences and risk factors for suicide: an online survey.

    Directory of Open Access Journals (Sweden)

    Benedikt Till

    Full Text Available Several studies indicate that exposure to suicide in movies is linked to subsequent imitative suicidal behavior, so-called copycat suicides, but little is currently known about whether the link between exposure to suicidal movies and suicidality is reflected in individual film preferences. 943 individuals participated in an online survey. We assessed associations between preferred film genres as well as individual exposure to and rating of 50 pre-selected films (including 25 featuring a suicide with suicidal ideation, hopelessness, depression, life satisfaction, and psychoticism. Multiple regression analyses showed that preferences for film noir movies and milieu dramas were associated with higher scores on suicidal ideation, depression and psychoticism, and low scores on life satisfaction. Furthermore, preferences for thrillers and horror movies as well as preferences for tragicomedies, tragedies and melodramas were associated with higher scores of some of the suicide risk factors. There was also a dose-response relationship between positive rating of suicide films and higher life satisfaction. Due to the cross-sectional design of the study causality cannot be assessed. Individual film genre preferences seem to reflect risk factors of suicide, with film genres focusing on sad contents being preferred by individuals with higher scores on suicide risk factors. However, suicide movies are more enjoyed by viewers with higher life satisfaction, which may reflect a better ability to cope with such content.

  7. VizieR Online Data Catalog: Catalog of Earth-Like Exoplanet Survey Targets (Chandler+, 2016)

    Science.gov (United States)

    Chandler, C. O.; McDonald, I.; Kane, S. R.

    2016-07-01

    We present the Catalog of Earth-Like Exoplanet Survey Targets (CELESTA), a database of habitable zones around 37000 nearby stars. The first step in creating CELESTA was assembling the input data. The Revised Hipparcos Catalog (van Leeuwen 2007, Cat. I/311) is a stellar catalog based on the original Hipparcos mission (Perryman et al. 1997, Cat. I/239) data set. Hipparcos, launched in 1989, recorded with great precision the parallax of nearby stars, ultimately leading to a database of 118218 stars. McDonald et al. 2012 (cat. J/MNRAS/427/343) calculated effective temperatures and luminosities for the Hipparcos stars. The next step was selecting appropriate stars for the construction of CELESTA. The Stellar Parameter Catalog of 103663 stars included many stars that were not suitable for our purposes, especially stars off the Main-Sequence (MS) branch, e.g., giants. Please refer to Section 3.2 in the paper for additional details about the star selection. The final CELESTA catalog contains 37354 stars (see Table2), each with a set of associated attributes, e.g., estimated mass, measured distance. The complete database can also be found online at a dedicated host (http://www.celesta.info/). (2 data files).

  8. Associations between Film Preferences and Risk Factors for Suicide: An Online Survey

    Science.gov (United States)

    Till, Benedikt; Tran, Ulrich S.; Voracek, Martin; Sonneck, Gernot; Niederkrotenthaler, Thomas

    2014-01-01

    Several studies indicate that exposure to suicide in movies is linked to subsequent imitative suicidal behavior, so-called copycat suicides, but little is currently known about whether the link between exposure to suicidal movies and suicidality is reflected in individual film preferences. 943 individuals participated in an online survey. We assessed associations between preferred film genres as well as individual exposure to and rating of 50 pre-selected films (including 25 featuring a suicide) with suicidal ideation, hopelessness, depression, life satisfaction, and psychoticism. Multiple regression analyses showed that preferences for film noir movies and milieu dramas were associated with higher scores on suicidal ideation, depression and psychoticism, and low scores on life satisfaction. Furthermore, preferences for thrillers and horror movies as well as preferences for tragicomedies, tragedies and melodramas were associated with higher scores of some of the suicide risk factors. There was also a dose-response relationship between positive rating of suicide films and higher life satisfaction. Due to the cross-sectional design of the study causality cannot be assessed. Individual film genre preferences seem to reflect risk factors of suicide, with film genres focusing on sad contents being preferred by individuals with higher scores on suicide risk factors. However, suicide movies are more enjoyed by viewers with higher life satisfaction, which may reflect a better ability to cope with such content. PMID:25028966

  9. Current practice in regional anaesthesia in South America: An online survey.

    Science.gov (United States)

    Corvetto, M A; Carmona, J; Vásquez, M I; Salgueiro, C; Crostón, J; Sosa, R; Folle, V; Altermatt, F R

    2017-01-01

    A survey was conducted in order to obtain a profile of the practice of regional anesthesia in South America, and determine the limitations of its use. After institutional ethics committee approval, a link to an online questionnaire was sent by e-mail to anaesthesiologists in Argentina, Bolivia, Chile, Colombia, Panamá, Paraguay, Perú, and Uruguay. The questionnaire was processed anonymously. A total of 1,260 completed questionnaires were received. The results showed that 97.6% of the anaesthesiologists that responded used regional anaesthesia in clinical practice, 66.9% performed peripheral nerve block (PNB) regularly, 21.6% used continuous PNB techniques, and 4.6% used stimulating catheters. The primary source of training was residency programs. As regards PNB, the most common performed were interscalene (52.3%), axillary (45.1%), femoral (43.2%), and ankle block (43%). As regards the localisation technique employed, 16% used paraesthesia, 44.2% used a peripheral nerve stimulator, and 18.1% ultrasound guidance. Regional anaesthesia and PNB are commonly used among South American anaesthesiologists. Considering that each country has its own profile for use, this profile should guide training in clinical practice, especially in residency programs. Copyright © 2016 Sociedad Española de Anestesiología, Reanimación y Terapéutica del Dolor. Publicado por Elsevier España, S.L.U. All rights reserved.

  10. The Experience of Melanoma Follow-Up Care: An Online Survey of Patients in Australia

    Directory of Open Access Journals (Sweden)

    Janine Mitchell

    2014-01-01

    Full Text Available Investigating patients’ reports on the quality and consistency of melanoma follow-up care in Australia would assist in evaluating if this care is effective and meeting patients’ needs. The objective of this study was to obtain and explore the patients’ account of the technical and interpersonal aspects of melanoma follow-up care received. An online survey was conducted to acquire details of patients’ experience. Participants were patients treated in Australia for primary melanoma. Qualitative and quantitative data about patient perceptions of the nature and quality of their follow-up care were collected, including provision of melanoma specific information, psychosocial support, and imaging tests received. Inconsistencies were reported in the provision and quality of care received. Patient satisfaction was generally low and provision of reassurance from health professionals was construed as an essential element of quality of care. “Gaps” in follow-up care for melanoma patients were identified, particularly provision of adequate psychosocial support and patient education. Focus on strategies for greater consistency in the provision of support, information, and investigations received, may generate a cost dividend which could be reinvested in preventive and supportive care and benefit patient well-being.

  11. Flutracking weekly online community survey of influenza-like illness annual report, 2015.

    Science.gov (United States)

    Dalton, Craig B; Carlson, Sandra J; Durrheim, David N; Butler, Michelle T; Cheng, Allen C; Kelly, Heath A

    2016-12-24

    Flutracking is a national online community influenza-like illness (ILI) surveillance system that monitors weekly ILI activity and impact in the Australian community. This article reports on the 2015 findings from Flutracking. From 2014 to 2015 there was a 38.5% increase in participants to 27,824 completing at least 1 survey with a peak weekly response of 25,071 participants. The 2015 Flutracking national ILI weekly fever and cough percentages peaked in late August at 5.0% in the unvaccinated group, in the same week as the national counts of laboratory confirmed influenza peaked. A similar percentage of Flutracking participants took two or more days off from work or normal duties in 2015 (peak level 2.3%) compared with 2014 (peak level 2.5%) and the peak weekly percentage of participants seeking health advice was 1.6% in both 2014 and 2015. Flutracking fever and cough peaked in the same week as Influenza Complications Alert Network surveillance system influenza hospital admissions. The percentage of Flutracking participants aged 5 to 19 years with cough and fever in 2015 was the highest since 2011. The 2015 season was marked by a transition to predominantly influenza B strain circulation, which particularly affected younger age groups. However, for those aged 20 years and over, the 2015 national Flutracking influenza season was similar to 2014 in community ILI levels and impact.

  12. Public perception of dermatologic surgery in Saudi Arabia: an online survey.

    Science.gov (United States)

    AlHargan, Abdullah H; Al-Hejin, Nujud R; AlSufyani, Mohammed A

    2017-05-15

    Dermatologic surgery is a well established subspecialty in dermatology, but observations suggest that the public may not be aware of this field. To explore the public perception of the nature and scope of dermatologic surgery Methods: A cross-sectional online-based survey consisting of two parts was used. The first part recorded demographic data. The second part presented a series of clinical scenarios in common surgical and cosmetic procedures performed by dermatologic surgeons to determine respondents' choice among three specialties: general surgery, plastic surgery, and dermatologic surgery. A total of 1,248 responses were recorded. Seventy-four percent of respondents were female, with 80.29% between the ages of 18 and 34 years. Forty-nine percent considered dermatologic surgeons to be specialized skin surgeons and 71.63% said they would consult dermatologic surgeons for skin tumor excisions. However, plastic surgeons emerged more favorably for cosmetic procedures. For office-based procedures, 80.85% and 87.18% of respondents chose plastic surgeons for fillers and Botox® injections, respectively, compared to 15.79% and 12.02% of respondents who chose dermatologic surgeons. Although the majority of participants showed no doubt about the surgical skills of dermatologic surgeons, the responses demonstrate that the public is not aware of the full scope and practice of dermatologic surgery, especially as it pertains to cosmetic procedures. Therefore, we must educate the public about the field and branches of dermatologic surgery.

  13. Specialty food safety concerns and multilingual resource needs: an online survey of public health inspectors.

    Science.gov (United States)

    Pham, Mai T; Jones, Andria Q; Sargeant, Jan M; Marshall, Barbara J; Dewey, Catherine E

    2010-12-01

    The province of Ontario, Canada, has a highly diverse and multicultural population. Specialty foods (i.e., foods from different cultures) are becoming increasingly available at retail food outlets and foods service establishments across the province; as a result, public health inspectors (PHIs) are increasingly required to assess the safety of foods with which they may be unfamiliar. The aim of this study was to investigate the concerns, perceptions, and self-identified needs of PHIs in Ontario with regard to specialty foods and food safety information resources in languages other than English. A cross-sectional online survey of 239 PHIs was conducted between April and June 2009. The study found that while some food safety information resources were available in languages other than English, fewer than 25% of respondents (56/239) were satisfied with the current availability of these resources. With regard to specialty foods, 60% of respondents (143/239) reported at least one specialty food with which they were not confident about their current food safety knowledge, and 64% of respondents (153/239) reported at least one specialty food with which they were dissatisfied with the current availability of food safety information. Therefore, the development of additional food safety information resources for specialty foods, and food safety resources in additional languages may provide enhanced support to PHIs involved in protecting and promoting a safe food supply.

  14. The Effort and Reward of Teaching Medical Psychology in Germany: an Online Survey.

    Science.gov (United States)

    Kendel, Friederike; Rockenbauch, Katrin; Deubner, Rolf; Philipp, Swetlana; Fabry, Götz

    2016-01-01

    Background: The increasing significance of university teaching also leads to higher demands for academic teachers. Against this background this study inquires how teachers in the field of medical pychology experience and evaluate their various activities and how their efforts on the one hand and gratifications on the other hand relate to each other (as conceptualized by the effort-reward-imbalance, ERI). Methods: A cross-sectional online survey was conducted in 2012 among the academic staff of departments of medical psychology in Germany. The questionnaire was answered by 188 participants (return rate: 39.2%), of whom 62% were women. Work stress was measured according to Siegrist's effort-reward-imbalance (ERI) model. Further questions referred to the distribution of academic activities and meaningfulness. Results: Among all participants, 67.3% were satisfied with the portion of their workload devoted to teaching, while 63% wanted more time for research. The ERI-coefficient was on average M=0.76 (SD=0.45), thus indicating a shift towards reward. There were no associations with gender, age, or fixed-term work contracts. Meaningfulness was associated negatively with the ERI (r=-.21, p=.012), and positively with overcommitment (r=.52, pTeaching medical psychology is evaluated as positive and meaningful by a majority of respondents. In general, the rewarding aspects seem to outweigh the stressful factors. Thus, teaching might be a protective factor with regard to coping with work related burden.

  15. Associations between film preferences and risk factors for suicide: an online survey.

    Science.gov (United States)

    Till, Benedikt; Tran, Ulrich S; Voracek, Martin; Sonneck, Gernot; Niederkrotenthaler, Thomas

    2014-01-01

    Several studies indicate that exposure to suicide in movies is linked to subsequent imitative suicidal behavior, so-called copycat suicides, but little is currently known about whether the link between exposure to suicidal movies and suicidality is reflected in individual film preferences. 943 individuals participated in an online survey. We assessed associations between preferred film genres as well as individual exposure to and rating of 50 pre-selected films (including 25 featuring a suicide) with suicidal ideation, hopelessness, depression, life satisfaction, and psychoticism. Multiple regression analyses showed that preferences for film noir movies and milieu dramas were associated with higher scores on suicidal ideation, depression and psychoticism, and low scores on life satisfaction. Furthermore, preferences for thrillers and horror movies as well as preferences for tragicomedies, tragedies and melodramas were associated with higher scores of some of the suicide risk factors. There was also a dose-response relationship between positive rating of suicide films and higher life satisfaction. Due to the cross-sectional design of the study causality cannot be assessed. Individual film genre preferences seem to reflect risk factors of suicide, with film genres focusing on sad contents being preferred by individuals with higher scores on suicide risk factors. However, suicide movies are more enjoyed by viewers with higher life satisfaction, which may reflect a better ability to cope with such content.

  16. A path analysis on correlates of consumer trust in online health information: evidence from the health information national trends survey.

    Science.gov (United States)

    Ye, Yinjiao

    2010-01-01

    Many people look for health information online, and the Internet is the third most trusted health information source. What implications does this trust have on consumer health? Not much research has been done in this area. This study explored various health-related correlates of consumer trust in online health information, including Internet use for health, self-efficacy belief in managing one's own health, negative emotions, and subjective health status. The 2007 Health Information National Trends Survey data were analyzed. Results showed that controlling for demographics, trust in online health information was directly related to both Internet use for health and the self-efficacy belief, and was indirectly associated with negative emotions; the latter two factors in turn were associated with self-rated health.

  17. 虚拟体验式营销对顾客在线行为的作用机制--以线上机票销售为例%The Influence Mechanism of Virtual Experiential Marketing on Customer Online Behavior--Take Online Airline Ticket Sales as Example

    Institute of Scientific and Technical Information of China (English)

    李辉

    2015-01-01

    本文以在网上购买机票的旅客为研究对象开展实证研究,检验了感官、情感、思考、行动和关联等5种体验式营销要素与顾客在线行为的关系。结果表明,感官、情感和关联正向影响顾客的在线浏览意愿和在线购买意愿;在线浏览意愿和在线购买意愿正向影响顾客忠诚;价格导向正向调节虚拟体验式营销要素与在线浏览意愿、在线购买意愿的关系;便捷导向正向调节虚拟体验式营销要素与在线购买意愿的关系。在此基础上,为航空公司和机票代理人线上机票销售的体验式营销战略制定和实施提供一定的理论指导与管理建议。%The author takes customer who has bought airline tickets online as sample,and tests the relationship of 5 experiential marketing factors including sense,feel,think,act,relate and customer online behavior. The result shows that sense, feel and relate positively affect customer online browse intention and purchase intention;online browse intention and purchase intention positively affect customer loyalty;price orientation positively moderate the relationship of virtual experiential marketing factors and online browse intention and purchase intention;convenient orientation positively moderate the relationship of virtual experiential marketing factors and online purchase intention. Based on the analysis,the author provides theoretical guidance and management suggestions for the experiential marketing strategies and practices of airline companies and online tourist platforms.

  18. Use of Web 2.0 to Recruit Australian Gay Men to an Online HIV/AIDS Survey

    Science.gov (United States)

    Thériault, Nathanaelle; Hiller, Janet E; Nor, Mahdi

    2012-01-01

    Background Continuous prevention efforts for human immunodeficiency virus (HIV) and acquired immune deficiency syndrome (AIDS) are recommended among those men who have sex with men (MSM). Creative use of e-technologies coupled with a better understanding of social networks could lead to improved health interventions among this risk population. Objective The aims of the study were to (1) compare the impact of various advertising strategies on recruiting MSM participants to an online HIV/AIDS survey, and (2) explore the feasibility of using a social network service (SNS) for study advertising. Methods A cross-sectional online survey was conducted in 2009. South Australian men over 18 years were invited to participate if they had had sexual intercourse with men in the previous year. A short questionnaire was used to collect demographics and information on sexual behavior, HIV history, use of the Internet for dating purposes, and sources of health information. The survey was promoted in community settings and online, including advertisements through social networks. Results A total of 243 men completed the online survey during the 8-week data collection period. Online advertisements recruited 91.7% (220/240) of the sample. Conversely, traditional advertisements in the community recruited only 5.8% (14/240) of the sample. Ten volunteers were asked to advertise on their personal SNS application, but only 2 effectively did so. Only 18/240 (7.5%) of the respondents reported having learned of our study through the SNS application. In this sample, 19.3% (47/243) of participants had never been tested for HIV. Among the participants who had been tested, 12.8% (25/196) reported being HIV-positive. Regarding Internet use, 82.3% (200/243) of participants had dated online in the previous 6 months. Among the participants who had dated online, most (175/200, 87.5%) had found an Internet sexual partner and two-thirds (132/200, 66.0%) had had anal sex with these partner(s). Among men

  19. Use of web 2.0 to recruit Australian gay men to an online HIV/AIDS survey.

    Science.gov (United States)

    Thériault, Nathanaelle; Bi, Peng; Hiller, Janet E; Nor, Mahdi

    2012-11-06

    Continuous prevention efforts for human immunodeficiency virus (HIV) and acquired immune deficiency syndrome (AIDS) are recommended among those men who have sex with men (MSM). Creative use of e-technologies coupled with a better understanding of social networks could lead to improved health interventions among this risk population. The aims of the study were to (1) compare the impact of various advertising strategies on recruiting MSM participants to an online HIV/AIDS survey, and (2) explore the feasibility of using a social network service (SNS) for study advertising. A cross-sectional online survey was conducted in 2009. South Australian men over 18 years were invited to participate if they had had sexual intercourse with men in the previous year. A short questionnaire was used to collect demographics and information on sexual behavior, HIV history, use of the Internet for dating purposes, and sources of health information. The survey was promoted in community settings and online, including advertisements through social networks. A total of 243 men completed the online survey during the 8-week data collection period. Online advertisements recruited 91.7% (220/240) of the sample. Conversely, traditional advertisements in the community recruited only 5.8% (14/240) of the sample. Ten volunteers were asked to advertise on their personal SNS application, but only 2 effectively did so. Only 18/240 (7.5%) of the respondents reported having learned of our study through the SNS application. In this sample, 19.3% (47/243) of participants had never been tested for HIV. Among the participants who had been tested, 12.8% (25/196) reported being HIV-positive. Regarding Internet use, 82.3% (200/243) of participants had dated online in the previous 6 months. Among the participants who had dated online, most (175/200, 87.5%) had found an Internet sexual partner and two-thirds (132/200, 66.0%) had had anal sex with these partner(s). Among men who had anal sex with an Internet

  20. Incidence, causes, severity and treatment of throat discomfort: a four-region online questionnaire survey

    Directory of Open Access Journals (Sweden)

    Addey Dilys

    2012-08-01

    Full Text Available Abstract Background Acute sore throat is commonly associated with viral infections. Consumers typically rely on over-the-counter treatments and other remedies to treat symptoms; however, limited information is available regarding consumer perceptions of sore throat or treatment needs. The aim of this study was to investigate perceptions of throat discomfort and how these influence attitudes and consumer behaviour with regard to treatment. Methods Online consumer surveys were completed by participants invited by email between 2003 and 2004 in four markets: the UK, France, Poland, and Malaysia. The questionnaire consisted of 24 questions that covered key issues surrounding throat discomfort including incidence in the past 12 months, causes, severity, effects on functionality and quality of life, actions taken to relieve throat discomfort, the efficacy of these approaches and the reasons behind using specific products. Results In total, 6465 men and women aged ≥18 years were surveyed, identifying 3514 participants who had suffered throat discomfort/irritation in the past 12 months (response rate of 54%. These participants completed the full survey. The breakdown of throat discomfort sufferers was: UK, 912; France, 899; Poland, 871; Malaysia, 832. A high proportion of respondents experienced one or more instances of throat discomfort in the previous 12 months, with an overall incidence of 54%. Infections including the common cold/influenza and other bacteria/viruses were commonly perceived causes of throat discomfort (72% and 46%, respectively. Physical and environmental factors were also perceived to be causative, including airborne pollution (28%, smoking (23%, and air conditioning (31%. Symptoms perceived to be caused by an infection were associated with a higher degree of suffering (mean degree of suffering for bacteria/virus and common cold/influenza; 3.4 and 3.0, respectively. Medicinal products were used for all perceived causes, but more

  1. Incidence, causes, severity and treatment of throat discomfort: a four-region online questionnaire survey.

    Science.gov (United States)

    Addey, Dilys; Shephard, Adrian

    2012-08-10

    Acute sore throat is commonly associated with viral infections. Consumers typically rely on over-the-counter treatments and other remedies to treat symptoms; however, limited information is available regarding consumer perceptions of sore throat or treatment needs. The aim of this study was to investigate perceptions of throat discomfort and how these influence attitudes and consumer behaviour with regard to treatment. Online consumer surveys were completed by participants invited by email between 2003 and 2004 in four markets: the UK, France, Poland, and Malaysia. The questionnaire consisted of 24 questions that covered key issues surrounding throat discomfort including incidence in the past 12 months, causes, severity, effects on functionality and quality of life, actions taken to relieve throat discomfort, the efficacy of these approaches and the reasons behind using specific products. In total, 6465 men and women aged ≥18 years were surveyed, identifying 3514 participants who had suffered throat discomfort/irritation in the past 12 months (response rate of 54%). These participants completed the full survey. The breakdown of throat discomfort sufferers was: UK, 912; France, 899; Poland, 871; Malaysia, 832. A high proportion of respondents experienced one or more instances of throat discomfort in the previous 12 months, with an overall incidence of 54%. Infections including the common cold/influenza and other bacteria/viruses were commonly perceived causes of throat discomfort (72% and 46%, respectively). Physical and environmental factors were also perceived to be causative, including airborne pollution (28%), smoking (23%), and air conditioning (31%). Symptoms perceived to be caused by an infection were associated with a higher degree of suffering (mean degree of suffering for bacteria/virus and common cold/influenza; 3.4 and 3.0, respectively). Medicinal products were used for all perceived causes, but more commonly for sore throats thought to be caused by

  2. Discovering diamonds under coal piles: Revealing exclusive business intelligence about online consumers through the use of Web Data Mining techniques embedded in an analytical customer relationship management framework

    Directory of Open Access Journals (Sweden)

    Myriam Ertz

    2016-02-01

    Full Text Available Web Mining has gained prominence over the last decade. This rise is concomitant with the upsurge of pure players, the multiple challenges of data deluge, the trend toward automation and integration within organization, as well as a desire for hyper segmentation. Confronted, partly or totally, with these multiple issues, companies recourse increasingly to replicate the data mining toolbox on web data. Although much is known about the technical aspect of WM, little is known about the extent to which WM actually fits within a customer relationship management system, designed at attracting and retaining the maximum amount of customers. An exploratory study involving twelve senior professionals and scholars indicated that WM is well-suited to achieve most of the customer relationship management objective, with regards to the profiling of existing web customers. The results of this study suggest that the engineering of WM processes into analytic customer relationship management systems, may yield highly beneficial returns, provided that some guidelines are scrupulously followed.

  3. Health risks related to illegal and on-line sale of drugs and food supplements: results of a survey on marketed products in Italy from 2011 to 2013.

    Science.gov (United States)

    Gaudiano, Maria Cristina; Manna, Livia; Bartolomei, Monica; Rodomonte, Andrea Luca; Bertocchi, Paola; Antoniella, Eleonora; Romanini, Laura; Alimonti, Stefano; Rufini, Leandro; Valvo, Luisa

    2016-01-01

    The increasing illegal and on-line market of medicines and food supplements is helping the widespread diffusion of harmful counterfeit and forbidden products among consumers of developed countries. The objectives of this survey were the description of the main frauds recognized by public officers and the detection of illegal or counterfeit drugs and food supplements. Medicines and food supplements found by Police forces on the illegal market or resulting from seizures made by Italian Customs authorities were visually inspected and analysed to evaluate their quality and the presence of other undeclared substances. The visual inspection and the chemical analysis revealed unsuitable packaging (mostly lacking of adequate information for consumers), absence of the declared active substances and presence of undeclared active substances. Products containing doping agents, illegal substances and active ingredients requiring medical supervision were found. The present work confirmed the health risk associated with assumption of medicines purchased on the Internet and from the illegal supply chain and evidenced a new threat to consumer safety related to the presence of pharmaceutical active ingredients in food supplements claiming to contain only "natural ingredients".

  4. Connecting to young adults: an online social network survey of beliefs and attitudes associated with prescription opioid misuse among college students.

    Science.gov (United States)

    Lord, Sarah; Brevard, Julie; Budman, Simon

    2011-01-01

    A survey of motives and attitudes associated with patterns of nonmedical prescription opioid medication use among college students was conducted on Facebook, a popular online social networking Web site. Response metrics for a 2-week random advertisement post, targeting students who had misused prescription medications, surpassed typical benchmarks for online marketing campaigns and yielded 527 valid surveys. Respondent characteristics, substance use patterns, and use motives were consistent with other surveys of prescription opioid use among college populations. Results support the potential of online social networks to serve as powerful vehicles to connect with college-aged populations about their drug use. Limitations of the study are noted.

  5. The factors that influence customer e-services adoption

    Directory of Open Access Journals (Sweden)

    Kamisha Persad

    2015-07-01

    Full Text Available The aim of this paper is to provide an overview of the investigation into customer e-service adoption. The investigation includes a qualitative survey and observation of participants using e-services. E-services are used to attract customers and persuade them to transact online and the customer’s perception of an e-service contributes greatly to e-service adoption or rejection. This paper describes the factors that influence customer perception towards e-services. Relationships between the identified factors were also considered in order to build a conceptual framework. Grounded theory was used for its flexibility, repetitive comparisons of data, and emergence of concepts and theories.

  6. 网络服装展示对消费者购买意向的影响机理%Influencing mechanism of online apparel presentation on the purchase intention of customers

    Institute of Scientific and Technical Information of China (English)

    张枝军

    2011-01-01

    探讨服装数字化信息展示影响网络消费者购买意向的机理.在回顾国内外相关研究的基础上,通过对技术接受模型的延伸,以网上购物感知、行为意向作为基本研究变量,引入服装款式信息展示和服装价值信息展示作为自变量.通过实证研究,验证了此模型在网络环境下购买服装的有效性,并提出了营销建议.%This paper discusses factors of online apparel presentation which may influence the purchase intention of customers. We have extended the Technology Acceptance Model (TAM) by taking customer perception and intemet shopping behavior into account. We have also incorporated apparel styles and apparel prices into our model. Experiments show that the presented model is effective for online apparel shopping and can provide appropriate marketing recommendation.

  7. Online counseling: An exploratory survey of Italian psychologists' attitudes towards new ways of interaction.

    Science.gov (United States)

    Cipolletta, Sabrina; Mocellin, Damiano

    2017-01-09

    Online counseling may be defined as an interaction between users and mental health professionals that takes place through computer mediated communication technology. This study aimed to investigate the attitudes of Italian psychologists towards different aspects of online counseling provided via email, chat, forums, and videoconference. An online questionnaire was administered to a sample of 289 licensed psychologists in the Veneto Region (Italy) in order to collect opinions, preferences, and intentions to use online modalities, along with prior knowledge and practice experiences. Only 18.3% of the respondents had previous experience with online counseling. Overall, the majority of psychologists (62.6%) were favorable towards online counseling, but they also had several reservations about the provision of online diagnosis and therapeutic interventions. Results showed a consistent lack of clarity regarding ethical and penal issues concerning online modalities. More efforts must be directed to deepening the application of new technologies in the field of psychology in order to enable an ethical and professional practice of online counseling in Italy.

  8. Do information, price, or morals influence ethical consumption? A natural field experiment and customer survey on the purchase of Fair Trade coffee.

    Science.gov (United States)

    Andorfer, Veronika A; Liebe, Ulf

    2015-07-01

    We address ethical consumption using a natural field experiment on the actual purchase of Fair Trade (FT) coffee in three supermarkets in Germany. Based on a quasi-experimental before-and-after design the effects of three different treatments - information, 20% price reduction, and a moral appeal - are analyzed. Sales data cover actual ethical purchase behavior and avoid problems of social desirability. But they offer only limited insights into the motivations of individual consumers. We therefore complemented the field experiment with a customer survey that allows us to contrast observed (ethical) buying behavior with self-reported FT consumption. Results from the experiment suggest that only the price reduction had the expected positive and statistically significant effect on FT consumption.

  9. 76 FR 2395 - Agency Information Collection Activities; Proposed Collection; Comment Request; Customer/Partner...

    Science.gov (United States)

    2011-01-13

    ... on voluntary customer satisfaction service surveys to implement Executive Order 12862. DATES: Submit... to customers/partners and to make improvements. The surveys will measure timeliness, appropriateness... Collection; Comment Request; Customer/Partner Service Surveys AGENCY: Food and Drug Administration,...

  10. Electricity Customers

    Science.gov (United States)

    This page discusses key sectors and how they use electricity. Residential, commercial, and industrial customers each account for roughly one-third of the nation’s electricity use. The transportation sector also accounts for a small fraction of electricity.

  11. 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.

  12. Dream characteristics in a Brazilian sample: an online survey focusing on lucid dreaming.

    Science.gov (United States)

    Mota-Rolim, Sérgio A; Targino, Zé H; Souza, Bryan C; Blanco, Wilfredo; Araujo, John F; Ribeiro, Sidarta

    2013-01-01

    During sleep, humans experience the offline images and sensations that we call dreams, which are typically emotional and lacking in rational judgment of their bizarreness. However, during lucid dreaming (LD), subjects know that they are dreaming, and may control oneiric content. Dreaming and LD features have been studied in North Americans, Europeans and Asians, but not among Brazilians, the largest population in Latin America. Here we investigated dreams and LD characteristics in a Brazilian sample (n = 3,427; median age = 25 years) through an online survey. The subjects reported recalling dreams at least once a week (76%), and that dreams typically depicted actions (93%), known people (92%), sounds/voices (78%), and colored images (76%). The oneiric content was associated with plans for the upcoming days (37%), memories of the previous day (13%), or unrelated to the dreamer (30%). Nightmares usually depicted anxiety/fear (65%), being stalked (48%), or other unpleasant sensations (47%). These data corroborate Freudian notion of day residue in dreams, and suggest that dreams and nightmares are simulations of life situations that are related to our psychobiological integrity. Regarding LD, we observed that 77% of the subjects experienced LD at least once in life (44% up to 10 episodes ever), and for 48% LD subjectively lasted less than 1 min. LD frequency correlated weakly with dream recall frequency (r = 0.20, p < 0.01), and LD control was rare (29%). LD occurrence was facilitated when subjects did not need to wake up early (38%), a situation that increases rapid eye movement sleep (REMS) duration, or when subjects were under stress (30%), which increases REMS transitions into waking. These results indicate that LD is relatively ubiquitous but rare, unstable, difficult to control, and facilitated by increases in REMS duration and transitions to wake state. Together with LD incidence in USA, Europe and Asia, our data from Latin America strengthen the notion that LD

  13. Dream characteristics in a Brazilian sample: an online survey focusing on lucid dreaming

    Directory of Open Access Journals (Sweden)

    Sérgio Arthuro Mota-Rolim

    2013-12-01

    Full Text Available During sleep, humans experience the offline images and sensations that we call dreams, which are typically emotional and lacking in rational judgment of their bizarreness. However, during lucid dreaming (LD, subjects know that they are dreaming, and may control oneiric content. Dreaming and LD features have been studied in North Americans, Europeans and Asians, but not among Brazilians, the largest population in Latin America. Here we investigated dreams and LD characteristics in a Brazilian sample (n=3,427; median age=25 years through an online survey. The subjects reported recalling dreams at least once a week (76%. Dreams typically depicted actions (93%, known people (92%, sounds/voices (78%, and colored images (76%. The oneiric content was associated with plans for the upcoming days (37%, memories of the previous day (13%, or unrelated to the dreamer (30%. Nightmares usually depicted anxiety/fear (65%, being stalked (48%, or other unpleasant sensations (47%. These data corroborate Freudian notion of day residue, and suggest that dreams are simulations of life situations that are related to our psychobiological integrity. Regarding LD, we observed that 77% of the subjects experienced LD at least once in life (44% up to 10 episodes ever, and for 48% LD subjectively lasted less than 1 minute. LD frequency correlated weakly with dream recall frequency (r=0.20, p<0.01, and LD control was rare (29%. LD occurrence was facilitated when subjects did not need to wake up early (38%, a situation that increases REMS duration, or when subjects were under stress (30%, which increases REMS transitions into waking. These results indicate that LD is a relatively ubiquitous but not frequent state, being unstable, difficult to control, and facilitated by increases in REMS duration and transitions to wake state. Together with LD incidence in USA, Europe and Asia, our data from Latin America strengthen the notion that LD is a general phenomenon of the human

  14. An online survey of tobacco smoking cessation associated with naturalistic psychedelic use.

    Science.gov (United States)

    Johnson, Matthew W; Garcia-Romeu, Albert; Johnson, Patrick S; Griffiths, Roland R

    2017-07-01

    Data suggest psychedelics such as psilocybin and lysergic acid diethylamide (LSD) may hold therapeutic potential in the treatment of addictions, including tobacco dependence. This retrospective cross-sectional anonymous online survey characterized 358 individuals (52 females) who reported having quit or reduced smoking after ingesting a psychedelic in a non-laboratory setting ⩾1 year ago. On average, participants smoked 14 cigarettes/day for 8 years, and had five previous quit attempts before their psychedelic experience. Of the 358 participants, 38% reported continuous smoking cessation after psychedelic use (quitters). Among quitters, 74% reported >2 years' abstinence. Of the 358 participants, 28% reported a persisting reduction in smoking (reducers), from a mode of 300 cigarettes/month before, to a mode of 1 cigarette/month after the experience. Among reducers, 62% reported >2 years of reduced smoking. Finally, 34% of the 358 participants (relapsers) reported a temporary smoking reduction before returning to baseline smoking levels, with a mode time range to relapse of 3-6 months. Relapsers rated their psychedelic experience significantly lower in personal meaning and spiritual significance than both other groups. Participants across all groups reported less severe affective withdrawal symptoms (e.g. depression, craving) after psychedelic use compared with previous quit attempts, suggesting a potential mechanism of action for psychedelic-associated smoking cessation/reduction. Changes in life priorities/values were endorsed as the most important psychological factor associated with smoking cessation/reduction. Results suggest psychedelics may hold promise in treating tobacco addiction as potentially mediated by spiritual experience, changed priorities/values, and improved emotional regulation.

  15. Use of Pharmacist Consultations for Nonprescription Laxatives in Japan: An Online Survey.

    Science.gov (United States)

    Shibata, Keita; Matsumoto, Arisa; Nakagawa, Ayumi; Akagawa, Keiko; Nakamura, Akihiro; Yamamoto, Toshinori; Kurata, Naomi

    2016-01-01

    Community pharmacies in Japan have long been advocated as effective sources of nonprescription medicines and health-related advice. Consumers sometimes self-treat symptoms of minor illnesses without consulting a pharmacist because the benefits of such consultations are not adequately recognized. The aim of this study was to investigate the use and impact of pharmacist consultations before purchase of nonprescription laxatives. An online survey was conducted July 14-22, 2012 with 500 respondents (250 men, 250 women), ranging 20-60 years old. All participants had purchased nonprescription laxatives for constipation within the past year. Stratified analysis was used to compare responses in groups that had and had not consulted a pharmacist before purchase. Consulting a pharmacist appears to improve consumers' awareness and makes them more likely to use appropriate medication. Those who consulted a pharmacist were better able to identify side effects and take appropriate action than the group that did not consult the pharmacist. Those who consulted a pharmacist were also significantly more likely to say that they would consult a pharmacist in the future. These results indicate that it is important for consumers to be able to consult with pharmacists, to improve consumers' awareness of side effects and to self-medicate appropriately, and hence improve their quality of life. Pharmacists in community pharmacy could be more active in health promotion campaigns, such as drug safety, campaigns, to raise their public profile. Increased public awareness of what pharmacists in community pharmacy do will make it easier for patients to consult with them.

  16. Results from an online survey investigating ED patients' insights and treatment expectations.

    Science.gov (United States)

    Burri, A; Porst, H

    2015-01-01

    Data suggest that the currently available therapies for erectile dysfunction (ED) do not meet all the patients' and their partners' expectations. The aim was to assess ED patients' treatment expectations for a variety of sex- and drug-related aspects such as importance of spontaneity, partner satisfaction, ideal onset of action and ideal duration of action. A total of n=1124 men with ED and n=410 healthy men, aged 30-75, participated in this online survey. The ED sample was further divided into patients currently undergoing treatment (CTG), patients who had been undergoing treatment in the past (PTG) and naïve patients (NG). The International Index of Erectile Function as well as a mix of study-specific questions was used. All groups considered 'maintaining an erection until the partner reaches orgasm' the most important aspect regarding erectile function. 'Being able to please the partner' was considered as the most important aspect for a fulfilled sex life. The majority of men (38.1%) further considered an onset of action of about 15 min to be desirable. In all, 95.9% further considered a duration of action up to 4 h to be desirable whereas approximately 71% of men considered a duration of more than 12 h to be too long. It seems that once the basic functional aspects related to erectile function have been covered, additional benefits such as 'spontaneity' and 'pleasing the partner' become important and may be critical for choosing the optimum individual treatment, to improve the sexual satisfaction and the adherence to the treatment.

  17. Handover between home and respite care concerning people with dementia: An online survey.

    Science.gov (United States)

    Kuske, Silke; Roes, Martina; Bartholomeyczik, Sabine

    2016-01-01

    Respite care for people with dementia is increasingly promoted. However, little is known about the safety-relevant aspects of handover between home and respite care facilities for people with dementia. We thus focus on the safety-relevant information exchange taking place at the admission to and the discharge from respite care and discuss the need for improvement. A pilot online survey with staff in management positions in different types of respite care facilities in Germany was conducted between April and June 2014. The questionnaire contained 65 (open and closed) questions. The answers were submitted to explorative data analysis using descriptive statistics and qualitative content analysis. 50 respite care facility management staff participated. Nearly half of them reported involving external healthcare professionals (e.g., physicians). The results showed that early identification of informal caregivers or people with dementia in need of support (e.g., so-called red flags) is poorly addressed. Often, there are no medical, medication- and handover-related documents. Information delivery deadlines are not clearly defined. Only 38 % of the participating respite care facilities reported regular measurement of the information exchange quality, and only 15 % of the management staff reported that they conducted follow-up calls. Most participants reported having standardized procedures. Handover between home and respite care facilities for people with dementia needs to be improved. Information delivery deadlines must be clearly defined. Communication training for respite care staff, including narrative intake methods, could enhance data collection at admission. Overall improved coordination between the parties involved would have a positive impact on safety-relevant aspects of information exchange. Copyright © 2016. Published by Elsevier GmbH.

  18. Dream characteristics in a Brazilian sample: an online survey focusing on lucid dreaming

    Science.gov (United States)

    Mota-Rolim, Sérgio A.; Targino, Zé H.; Souza, Bryan C.; Blanco, Wilfredo; Araujo, John F.; Ribeiro, Sidarta

    2013-01-01

    During sleep, humans experience the offline images and sensations that we call dreams, which are typically emotional and lacking in rational judgment of their bizarreness. However, during lucid dreaming (LD), subjects know that they are dreaming, and may control oneiric content. Dreaming and LD features have been studied in North Americans, Europeans and Asians, but not among Brazilians, the largest population in Latin America. Here we investigated dreams and LD characteristics in a Brazilian sample (n = 3,427; median age = 25 years) through an online survey. The subjects reported recalling dreams at least once a week (76%), and that dreams typically depicted actions (93%), known people (92%), sounds/voices (78%), and colored images (76%). The oneiric content was associated with plans for the upcoming days (37%), memories of the previous day (13%), or unrelated to the dreamer (30%). Nightmares usually depicted anxiety/fear (65%), being stalked (48%), or other unpleasant sensations (47%). These data corroborate Freudian notion of day residue in dreams, and suggest that dreams and nightmares are simulations of life situations that are related to our psychobiological integrity. Regarding LD, we observed that 77% of the subjects experienced LD at least once in life (44% up to 10 episodes ever), and for 48% LD subjectively lasted less than 1 min. LD frequency correlated weakly with dream recall frequency (r = 0.20, p < 0.01), and LD control was rare (29%). LD occurrence was facilitated when subjects did not need to wake up early (38%), a situation that increases rapid eye movement sleep (REMS) duration, or when subjects were under stress (30%), which increases REMS transitions into waking. These results indicate that LD is relatively ubiquitous but rare, unstable, difficult to control, and facilitated by increases in REMS duration and transitions to wake state. Together with LD incidence in USA, Europe and Asia, our data from Latin America strengthen the notion that LD

  19. The Effort and Reward of Teaching Medical Psychology in Germany: an Online Survey

    Directory of Open Access Journals (Sweden)

    Kendel, Friederike

    2016-11-01

    Full Text Available Background: The increasing significance of university teaching also leads to higher demands for academic teachers. Against this background this study inquires how teachers in the field of medical pychology experience and evaluate their various activities and how their efforts on the one hand and gratifications on the other hand relate to each other (as conceptualized by the effort-reward-imbalance, ERI.Methods: A cross-sectional online survey was conducted in 2012 among the academic staff of departments of medical psychology in Germany. The questionnaire was answered by 188 participants (return rate: 39.2%, of whom 62% were women. Work stress was measured according to Siegrist’s effort–reward-imbalance (ERI model. Further questions referred to the distribution of academic activities and meaningfulness. Results: Among all participants, 67.3% were satisfied with the portion of their workload devoted to teaching, while 63% wanted more time for research. The ERI-coefficient was on average M=0.76 (SD=0.45, thus indicating a shift towards reward. There were no associations with gender, age, or fixed-term work contracts. Meaningfulness was associated negatively with the ERI (r=-.21, p=.012, and positively with overcommitment (r=.52, p<.001 and the desire for less administrative tasks (r=.24, p=.017.Conclusions: Teaching medical psychology is evaluated as positive and meaningful by a majority of respondents. In general, the rewarding aspects seem to outweigh the stressful factors. Thus, teaching might be a protective factor with regard to coping with work related burden.

  20. The British Geological Survey's Lexicon of Named Rock Units as Online and Linked Data

    Science.gov (United States)

    McCormick, T.

    2012-12-01

    The British Geological Survey's Lexicon of Named Rock Units provides freely accessible definitions and supplementary information about geological units of Great Britain, Northern Ireland, and their associated continental shelf. It is an online database that can be searched at www.bgs.ac.uk/Lexicon/. It has existed since 1990 (under different names) but the database and user interface have recently been completely redesigned to improve their semantic capabilities and suitability for describing different styles of geology. The data are also now freely available as linked data from data.bgs.ac.uk/. The Lexicon of Named Rock Units serves two purposes. First, it is a dictionary, defining and constraining the geological units that are referenced in the Survey's data sets, workflows, products and services. These can include printed and digital geological maps at a variety of scales, reports, books and memoirs, and 3- and 4-dimensional geological models. All geological units referenced in any of these must first be present and defined, at least to a basic level of completeness, in the Lexicon database. Only then do they become available for use. The second purpose of the Lexicon is as a repository of knowledge about the geology of the UK and its continental shelf, providing authoritative descriptions written and checked by BGS geoscientists. Geological units are assigned to one of four themes: bedrock, superficial, mass movement and artificial. They are further assigned to one of nine classes: lithostratigraphical, lithodemic intrusive, lithodemic tectono-metamorphic, lithodemic mixed, litho-morpho-genetic, man-made, age-based, composite, and miscellaneous. The combination of theme and class controls the fields that are available to describe each geological unit, so that appropriate fields are offered for each, whether it is a Precambrian tectono-metamorphic complex, a Devonian sandstone formation, or a Devensian river terrace deposit. Information that may be recorded

  1. Relating Training to Job Satisfaction: A Survey of Online Faculty Members

    Science.gov (United States)

    Hoekstra, Brian

    2013-01-01

    As the online education market continues to mature, institutions of higher education will respond to student demand by employing quality faculty members. Faculty members need unique training to successfully teach online. While the effect of training on job satisfaction has been investigated in the realm of business, it has not been tested…

  2. 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…

  3. Trusting Social Media as a Source of Health Information: Online Surveys Comparing the United States, Korea, and Hong Kong.

    Science.gov (United States)

    Song, Hayeon; Omori, Kikuko; Kim, Jihyun; Tenzek, Kelly E; Morey Hawkins, Jennifer; Lin, Wan-Ying; Kim, Yong-Chan; Jung, Joo-Young

    2016-03-14

    The Internet has increasingly become a popular source of health information by connecting individuals with health content, experts, and support. More and more, individuals turn to social media and Internet sites to share health information and experiences. Although online health information seeking occurs worldwide, limited empirical studies exist examining cross-cultural differences in perceptions about user-generated, experience-based information compared to expertise-based information sources. To investigate if cultural variations exist in patterns of online health information seeking, specifically in perceptions of online health information sources. It was hypothesized that Koreans and Hongkongers, compared to Americans, would be more likely to trust and use experience-based knowledge shared in social Internet sites, such as social media and online support groups. Conversely, Americans, compared to Koreans and Hongkongers, would value expertise-based knowledge prepared and approved by doctors or professional health providers more. Survey questionnaires were developed in English first and then translated into Korean and Chinese. The back-translation method ensured the standardization of questions. Surveys were administered using a standardized recruitment strategy and data collection methods. A total of 826 participants living in metropolitan areas from the United States (n=301), Korea (n=179), and Hong Kong (n=337) participated in the study. We found significant cultural differences in information processing preferences for online health information. A planned contrast test revealed that Koreans and Hongkongers showed more trust in experience-based health information sources (blogs: t451.50=11.21, Ponline support group: t455.71=9.30, Ponline health information. Further discussion is included regarding effective communication strategies in providing quality health information.

  4. Hedging customers.

    Science.gov (United States)

    Dhar, Ravi; Glazer, Rashi

    2003-05-01

    You are a marketing director with $5 million to invest in customer acquisition and retention. Which customers do you acquire, and which do you retain? Up to a point, the choice is obvious: Keep the consistent big spenders and lose the erratic small ones. But what about the erratic big spenders and the consistent small ones? It's often unclear whether you should acquire or retain them and at what cost. Businesses have begun dealing with unpredictable customer behavior by following the practices of sophisticated investors who own portfolios comprising dozens of stocks with different, indeed divergent, histories and prospects. Each portfolio is diversified so as to produce the investor's desired returns at the particular level of uncertainty he or she can tolerate. Customers, too, are assets--risky assets. As with stocks, the cost of acquiring them is supposed to reflect the cash-flow values they are likely to generate. The authors explain how to construct a portfolio based on the notion that a customer's risk-adjusted lifetime value depends on its anticipated effect on the riskiness of the group it is joining. They also show how this approach was used to identify the best prospects for Myron Corporation, a global leader in the personalized business-gift industry. The concept of risk-adjusted lifetime value has a transforming power: For companies that rely on it, product managers will be replaced by customer managers, and the current method of accounting for profit and loss--which is by product--will be replaced by one that determines each customer's P&L. Once adjusted for risk, those P&Ls will become the firm's key performance and operational metric.

  5. A Comparative Study of the Influence Factors for Customer Online Purchase Intention Based on FAHP%基于FAHP的顾客网上购买意愿影响因素比较研究

    Institute of Scientific and Technical Information of China (English)

    黄正伟; 唐芳艳

    2015-01-01

    This papaer,through the building of customer online purchase intention evaluation index system, designs the questionnaire to collect relevant data, and by using Fuzzy Analytic Hierarchy Process, calculates the weight of each index and sortthem as follows: online reviews the content of the value(12.96%), online reviews the perception of acceptance(11.11%), quality risks(9.72%), the reliability of online reviews (9.26%), Perceived usefuiness (9.09%), privacy risks (8.33%), perceived ease of use (7.58%), subjective norms (7.29%), credit risks (6.95%), customers innovative(5.21%), flexibility(5.00%), compatibility(4.17%), low binding(3.33%). The empirical conclusion of this study puts forward corresponding countermeasures and suggestions for the development of online merchants.%文章通过构建顾客网上购买意愿评价指标体系,设计问卷统计相关数据,采用模糊层次分析法计算各项指标的权重并排序,得到顾客网上购买意愿影响因素的重要性排序为:在线评论的内容价值(12.96%)、在线评论的感知接受性(11.11%)、质量风险(9.72%)、在线评论的可信性(9.26%)、感知有用性(9.09%)、隐私风险(8.33%)、感知易用性(7.58%)、主观规范(7.29%)、信誉风险(6.95%)、顾客创新性(5.21%)、灵活性(5.00%)、相容性(4.17%)、低约束性(3.33%),并依据实证结论对提高电商销售量提出了相应的对策建议。

  6. A pilot project of a cancer patient library in Italy: results of a customer-satisfaction survey and its products.

    Science.gov (United States)

    Truccolo, Ivana; Bianchet, Katia; Capello, Fabia; Russell-Edu, William; Dal Maso, Luigino; Colombatti, Alfonso; Ciolfi, Laura; Tirelli, Umberto; De Paoli, Paolo

    2006-12-01

    The purpose of this study is to determine the degree of satisfaction of users of the Cancer Information Point section of the Library for Patients (CIP-LP), active since 1998 at the National Cancer Institute of Aviano, Italy. The CIP-LP is based on a skilled intermediary, adequate informative material and a specific location, within the Scientific Library of the Institute. A survey was developed to assess service functionality and quality from the users' viewpoint. During a 6-month period, a questionnaire was mailed to 194 patients and relatives who previously used the CIP-LP; 113 (58%) were returned and processed. Of the respondents, 91% were pleased with the CIP-LP and 95% would recommend the service to other people. The information obtained contributed to a clearer understanding of the illness and treatment (45% as first answer) and a better control of the situation (33%). Fifty-one per cent evaluated the information received as 'good', 42%'excellent' and 4%'of sufficient quality'. This survey shows the appreciation and usefulness in the users' perception of a specific hospital library for cancer patients and their relatives, providing an information service supplementary to doctor-patient communication.

  7. Estimation of geographic variation in human papillomavirus vaccine uptake in men and women: an online survey using facebook recruitment.

    Science.gov (United States)

    Nelson, Erik J; Hughes, John; Oakes, J Michael; Pankow, James S; Kulasingam, Shalini L

    2014-09-01

    Federally funded surveys of human papillomavirus (HPV) vaccine uptake are important for pinpointing geographically based health disparities. Although national and state level data are available, local (ie, county and postal code level) data are not due to small sample sizes, confidentiality concerns, and cost. Local level HPV vaccine uptake data may be feasible to obtain by targeting specific geographic areas through social media advertising and recruitment strategies, in combination with online surveys. Our goal was to use Facebook-based recruitment and online surveys to estimate local variation in HPV vaccine uptake among young men and women in Minnesota. From November 2012 to January 2013, men and women were recruited via a targeted Facebook advertisement campaign to complete an online survey about HPV vaccination practices. The Facebook advertisements were targeted to recruit men and women by location (25 mile radius of Minneapolis, Minnesota, United States), age (18-30 years), and language (English). Of the 2079 men and women who responded to the Facebook advertisements and visited the study website, 1003 (48.2%) enrolled in the study and completed the survey. The average advertising cost per completed survey was US $1.36. Among those who reported their postal code, 90.6% (881/972) of the participants lived within the previously defined geographic study area. Receipt of 1 dose or more of HPV vaccine was reported by 65.6% women (351/535), and 13.0% (45/347) of men. These results differ from previously reported Minnesota state level estimates (53.8% for young women and 20.8% for young men) and from national estimates (34.5% for women and 2.3% for men). This study shows that recruiting a representative sample of young men and women based on county and postal code location to complete a survey on HPV vaccination uptake via the Internet is a cost-effective and feasible strategy. This study also highlights the need for local estimates to assess the variation in HPV

  8. Customer Loyalty and Customer Relationship Management

    Science.gov (United States)

    Zhang, Pengwei; Li, Min; Jiao, Xiaojing; Zhou, Ruijin

    The contemporary company attaches great importance to marketing relationship and customer relations is the core of this relationship. Further, customer satisfaction and loyalty is the core of the customer relationship management. Sometimes, high customer satisfaction causes low profit because enterprises do not realize that strengthening the loyalty of the aimed customer is the key of customer relationship management.

  9. Customer portfolios

    DEFF Research Database (Denmark)

    Clarke, Ann Højbjerg; Freytag, Per Vagn; Zolkiewski, Judith

    2017-01-01

    gives managers a tool to help to cope with the dynamic aspects of the customer portfolio. Recognition of the importance of communication to the process, the development of trust and the role of legitimacy also provides areas that managers can focus upon in their relationship management processes......Purpose The purpose of this paper is to extend the discussion about customer portfolios beyond simple identification of models and how they can be used for balanced resource allocation to a discussion about how portfolios should take into account views from relationship partners and how they should...... that helps improve the understanding of how customer portfolio models can actually be applied from a relational perspective. Findings The key aspects of the conceptual framework relate to how alignment of the relationships in the portfolio is achieved. Critical to this are the interaction spaces...

  10. Customs Inspection

    Science.gov (United States)

    1977-05-01

    required, for the per- DASDD9-%M) ii the single point of contact for formance of customs inspection functions. customs inspecion matters .in the Office...STATUS Onfdlt dotl. member of Rr": 21 DATE if officer of corporation . slu title) ATP OoM 6A N-7s) PtavIoux MuITUONs MAY BE UN&D Figure l-9. Reld.. and...grips. Commonly called HW-4. Serial number over 300,000 denotes the in- corporation of modified hammer safety components. Model HW-5T Double Action

  11. 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....

  12. ANTECEDENTS OF CUSTOMER RELATIONSHIP MANAGEMENT CAPABILITIES

    Directory of Open Access Journals (Sweden)

    Tuleu Daniela

    2015-07-01

    Full Text Available Customer relationship management, as a process to manage customer relationship initiation, maintenance and termination to maximize the value of the relationship portfolio, is an evolving process. In recent years, the development of interactive technologies (social media have revolutionized the interaction between firms and their customers and between customers. The impact of technology on CRM is improving ways of collecting and processing customer information and transforming communication with customers. In the context of the development of social networks, the introduction of social media applications in customer relationship management activities bring important changes in this area. Thus, managers need to pay attention to the interaction management as an important process of CRM and enhance the customer relationship management capabilities. The study propose a conceptual research model of several antecedents of customer relationship managements capabilities and provide the linkage between this antecedents and CRM capabilities. First, following review of existing research literature related to customer relationship management, there are some conceptual clarification on customer relationship management. Second, are presented the working concepts: the adoption of interactive technologies, customer concept, customer empowerment, customer relationship orientation and customer-centric management system. Then, it is proposed the conceptual model and finally are presented conclusions, managerial implications, limitations and research directions. From a theoretical perspective, this paper highlights the importance of marketing actions at the individual customer level and reveal the impact of adoption by companies of interactive technologies so that organizations have the opportunity to engage in conversations with customers and respond in real time the requirements that they launched the online environment. Nowadays, customers feel empowered and play

  13. The impact of webshop familiarity and online customer review valence on customers’ trust and purchase, word-of-mouth, and information seeking intentions

    NARCIS (Netherlands)

    Beldad, Ardion; Karreman, Joyce; Behrens, Joske; Kim, Kacy K.

    2016-01-01

    In most online commercial transactions, customers’ feeling of uncertainty about the success of an exchange can be attributed to its faceless and intangible character (Beldad et al. 2010). Uncertainty eventually may lead people to search for certain cues to minimize uncertainty’s discomforting effect

  14. The impact of webshop familiarity and online customer review valence on customers’ trust and purchase, word-of-mouth, and information seeking intentions

    NARCIS (Netherlands)

    Beldad, Ardion Daroca; Karreman, Joyce; Behrens, Joske; Kim, Kacy K.

    2016-01-01

    In most online commercial transactions, customers’ feeling of uncertainty about the success of an exchange can be attributed to its faceless and intangible character (Beldad et al. 2010). Uncertainty eventually may lead people to search for certain cues to minimize uncertainty’s discomforting effect

  15. Food safety knowledge of undergraduate students at a Canadian university: results of an online survey.

    Science.gov (United States)

    Courtney, Sarah M; Majowicz, Shannon E; Dubin, Joel A

    2016-11-09

    Foodborne diseases are an important public health issue, and young adults are an important demographic to target with food safety education. Our objective was to assess the food safety knowledge of undergraduate students at a Canadian university, to identify potential areas for such education. In February 2015, we conducted an online survey of 485 undergraduate students at a university in Ontario, Canada. We assessed various food-related factors, including cooking frequency and prior food handling or preparation education. We then modeled the relationship between 'overall knowledge score' and the demographic and food skills/cooking experience predictors using multivariable log-binomial regression, to determine factors associated with relatively higher proportions of correct responses. Respondents were, on average, 20.5 years old, and the majority (64.8 %) lived off campus. Students cooked from basic ingredients infrequently, with 3 in 4 doing so a few times a year to never. Students averaged 6.2 correct answers to the 11 knowledge questions. Adjusting for other important covariates, older age and being a current food handler were associated with relatively higher knowledge, whereas working/volunteering in a hospital and infrequent cooking were associated with relatively lower knowledge. Males in the Faculty of Science had relatively higher knowledge than females in the Faculty of Science, both of whom had relatively higher knowledge than all students in other Faculties. Among students who had never taken a food preparation course, knowledge increased with self-reported cooking ability; however, among students who had taken such a course, knowledge was highest among those with low self-reported cooking ability. Consistent with other similar studies, students in Faculties outside of the Faculty of Science, younger students, and those who cook infrequently could benefit from food safety education. Supporting improved hand hygiene, in particular clarifying hand

  16. Equity of access to primary healthcare for vulnerable populations: the IMPACT international online survey of innovations.

    Science.gov (United States)

    Richard, Lauralie; Furler, John; Densley, Konstancja; Haggerty, Jeannie; Russell, Grant; Levesque, Jean-Frederic; Gunn, Jane

    2016-04-12

    Improving access to primary healthcare (PHC) for vulnerable populations is important for achieving health equity, yet this remains challenging. Evidence of effective interventions is rather limited and fragmented. We need to identify innovative ways to improve access to PHC for vulnerable populations, and to clarify which elements of health systems, organisations or services (supply-side dimensions of access) and abilities of patients or populations (demand-side dimensions of access) need to be strengthened to achieve transformative change. The work reported here was conducted as part of IMPACT (Innovative Models Promoting Access-to-Care Transformation), a 5-year Canadian-Australian research program aiming to identify, implement and trial best practice interventions to improve access to PHC for vulnerable populations. We undertook an environmental scan as a broad screening approach to identify the breadth of current innovations from the field. We distributed a brief online survey to an international audience of PHC researchers, practitioners, policy makers and stakeholders using a combined email and social media approach. Respondents were invited to describe a program, service, approach or model of care that they considered innovative in helping vulnerable populations to get access to PHC. We used descriptive statistics to characterise the innovations and conducted a qualitative framework analysis to further examine the text describing each innovation. Seven hundred forty-four responses were recorded over a 6-week period. 240 unique examples of innovations originating from 14 countries were described, the majority from Canada and Australia. Most interventions targeted a diversity of population groups, were government funded and delivered in a community health, General Practice or outreach clinic setting. Interventions were mainly focused on the health sector and directed at organisational and/or system level determinants of access (supply-side). Few innovations

  17. Effectiveness of Organ Donation Information Campaigns in Germany: A Facebook Based Online Survey.

    Science.gov (United States)

    Terbonssen, Tobias; Settmacher, Utz; Wurst, Christine; Dirsch, Olaf; Dahmen, Uta

    2015-07-28

    The German transplantation system is in a crisis due to a lack of donor organs. Information campaigns are one of the main approaches to increase organ donation rates. Since 2012, German health insurance funds are obliged by law to inform their members about organ donation. We raised the hypothesis: The willingness to sign a donor card rises due to the subsequent increase of specific knowledge by receiving the information material of the health insurance funds. The objective of the study was to assess the influence of information campaigns on the specific knowledge and the willingness to donate organs. We conducted an online survey based on recruitment via Facebook groups, advertisements using the snowball effect, and on mailing lists of medical faculties in Germany. Besides the demographic data, the willingness to hold an organ donor card was investigated. Specific knowledge regarding transplantation was explored using five factual questions resulting in a specific knowledge score. We recruited a total of 2484 participants, of which 32.7% (300/917) had received information material. Mean age was 29.9 (SD 11.0, median 26.0). There were 65.81% (1594/2422) of the participants that were female. The mean knowledge score was 3.28 of a possible 5.00 (SD 1.1, median 3.0). Holding a donor card was associated with specific knowledge (P<.001), but not with the general education level (P=.155). Receiving information material was related to holding a donor card (P<.001), but not to a relevant increase in specific knowledge (difference in mean knowledge score 3.20 to 3.48, P=.006). The specific knowledge score and the percentage of organ donor card holders showed a linear association (P<.001). The information campaign was not associated with a relevant increase in specific knowledge, but with an increased rate in organ donor card holders. This effect is most likely related to the feeling of being informed, together with an easy access to the organ donor card.

  18. Internet use and looking up information online in adults with epilepsy varies by epilepsy status--2013 National Health Interview Survey.

    Science.gov (United States)

    Us Centers For Disease Control And Prevention Epilepsy Program

    2016-01-01

    We estimated US national prevalences of Internet use and looking up health information online among adults with epilepsy and those without, overall (age-standardized) and by three age groups (18-44, 45-59, and ≥60years) using the 2013 National Health Interview Survey. Results showed that both overall and across all age groups, a significantly lower percentage of adults with active epilepsy reported using the Internet compared with that of adults without epilepsy. However, among Internet users, the percentage of looking up health information online did not differ by epilepsy status or age. Ensuring access to the Internet and encouraging use of quality, secure, and easy-to-access resources and e-tools might help adults with epilepsy to optimize their self-management and improve their quality of life.

  19. Veterans' voices: use of the American Customer Satisfaction Index (ACSI) Survey to identify My HealtheVet personal health record users' characteristics, needs, and preferences.

    Science.gov (United States)

    Nazi, Kim M

    2010-01-01

    Consumer research reveals considerable interest in the use of Personal Health Records (PHRs), yet adoption remains relatively low. Both adopters and nonadopters represent important perspectives from which to understand this paradox. This study focuses on direct feedback from adopters obtained using the American Customer Satisfaction Index (ACSI) survey on the My HealtheVet PHR portal (http://www.myhealth.va.gov) of the Veterans Health Administration (VHA). The results represent a source of direct feedback with which to better understand veterans' needs and preferences. The ACSI Survey was implemented in October 2007 to measure satisfaction and elicit information about characteristics and preferences of My HealtheVet PHR adopters. The data represent a continuous random sample of site visitors who have navigated at least four pages on the site. A total of 100 617 surveys were completed (17.2%). Satisfaction with My HealtheVet is high (8.3/10.0), and users are highly likely to return to the site (8.6/10.0) and recommend the site to other veterans (9.1/10.0). The majority of system adopters are male (91%), between the ages of 51 and 70 (68%), and served in the Vietnam War (60%). Most veterans currently visit the site to utilize pharmacy-related features. VHA has used the ACSI to monitor satisfaction, and to better understand the characteristics, needs, and preferences of early adopters. The data provide an important source of direct feedback to inform program development. Future research will include monitoring the impact of enhancements and new features on satisfaction, and conducting additional research with nonadopters to identify barriers to adoption and use.

  20. Empirical Study of the Effects of Five Dimensions of Service Quality on E-customer Satisfaction Based on Students’Online Buying Experiences of Lanzhou University%服务质量五维度对网购顾客满意度的影响--基于兰大学生网购经验的实证研究

    Institute of Scientific and Technical Information of China (English)

    刘亚平; 李艳欢

    2014-01-01

    Based on SERVQUAL,a research model was developed depicting the relationship be-tween the five dimensions of service quality (tangibility,reliability,responsiveness,assurance,em-pathy)and E-customer satisfaction,and research hypotheses were proposed thereafter.A face-to-face questionnaire survey was conducted with students of Lanzhou University who have online buying experiences for the past month.SPSS17.0 was used to analyze the collected data.Statisti-cal results show that the level of E-customer satisfaction is moderately high.Among the five di-mensions,reliability,responsiveness and assurance were found to have positive effects on E-cus-tomer satisfaction significantly,whereas the impacts of the other two dimensions:tangibility and empathy,were found to be statistically insignificant.Also we found online buying experiences moderated the relationship between service quality and E-customer satisfaction.%基于 SERVQUAL多维度量表,本研究构建了一个服务质量五维度(有形性、可靠性、反应性、保证性、移情性)与网购顾客满意度之间的关系模型并提出了相应的研究假设。对过去一个月有网购经验的兰大学生进行了面对面的问卷调查,采用 SPSS17.0软件对收集到的数据进行了统计分析。实证结果表明,受访者对于网上购物总体比较满意。服务质量五维度中,可靠性、反应性和保证性均对网购顾客满意度有显著的正向影响;而另外两个维度,有形性及移情性,对网购顾客满意度的影响却并不显著。网购经验对服务质量与顾客满意度的关系有显著调节作用。

  1. What role for social sciences in socio-hydrology? Results from an online survey among hydrologists

    Science.gov (United States)

    Seidl, Roman; Barthel, Roland; Stauffacher, Michael

    2015-04-01

    The necessity of a more integrated approach in hydrological research has been highlighted by the IAHS scientific decade 2013-2022 "Panta Rhei", dedicated to foster multi-disciplinary research activities on changes in hydrology and society (Montanari, Young et al. 2013). On a similar note, the concept of Socio-Hydrology (Sivapalan, Savenije et al. 2012) suggests a much deeper involvement of hydrologists in socio-economic questions. Despite this general consensus, it remains unclear how such interdisciplinary approaches should be carried out and, in particular, which roles hydrological sciences (HS) and social sciences and the humanities (SSH) should assume. In order to evaluate the opinion of HS on the mutual contributions of HS and SSH to the process of integration, an online survey was prepared by the authors and announced through the newsletters of the International Association of Hydrogeologists (IAH) and the International Association of Hydrological Sciences (IAHS). Two sets of questions offered a choice of potential contributions to interdisciplinary processes of HS and SSH respectively. A third group of questions asked for the status of integration of HS and SSH and if improvements are needed. Finally, participants were asked to rank different options to foster or improve cooperation between natural and social scientists. 141 questionnaires could be used for further analysis. As expected the background of most participants is hydrology, but many also mention more than one discipline. Most participants have their main place of work in Europe. The answers were analysed using Factor and Cluster analysis to reveal potential patterns in the data. The main results from the survey can be summarized like this: The majority of respondents agrees that SSH is not well integrated into hydrological research as yet and most participants see a need for better cooperation. Expectations from hydrologists who should do what in integrative work, reveal that some roles are

  2. The Customer Service Experience.

    Science.gov (United States)

    Bell, Chip R.

    2001-01-01

    Discusses ways to embed customer service learning and customer loyalty including making customers think, examining every aspect of customers' service encounters with staff, providing follow-up, making learning fun, and involving customers in your business. (JOW)

  3. The Customer Service Experience.

    Science.gov (United States)

    Bell, Chip R.

    2001-01-01

    Discusses ways to embed customer service learning and customer loyalty including making customers think, examining every aspect of customers' service encounters with staff, providing follow-up, making learning fun, and involving customers in your business. (JOW)

  4. Product customization

    DEFF Research Database (Denmark)

    Lueg, Rainer

    2015-01-01

    analysis and Activity-based Costing help managers to better understand the different profitability of customized product lines. The rather open questions at the end of the case study allow for an adjustment to the level of knowledge of the students. Students will need to reflect on how a mechanical...

  5. Customer Satisfaction Survey Based on Evidential Reasoning Approach with Belief Intervals%基于区间数证据推理方法的用户满意度调查

    Institute of Scientific and Technical Information of China (English)

    杨国梁; 李晓轩; 孟溦; YANG Jian-bo

    2012-01-01

    目前,加权平均法是一种比较常见的满意度调查结果的汇总方法,但是这种方法的前提条件是决策者的偏好结构满足加性独立条件,否则需要采用非线性综合方法.本文旨在考虑决策者偏好不满足加性独立条件下,将用户满意度抽样调查过程中产生的置信度和置信区间与调查问卷中的用户不确定的评价结果统一进行考虑,并采用mass函数值为区间数的证据推理方法分析基于抽样调查得到的以置信区间表示的用户满意度调查的结果综合问题.最后以某网络信息中心用户满意度调查为例展开实证分析.%Customer satisfaction has become an important marketing research topic. Customer satisfaction can be seen as an important indicator for the career success of an employee in the public service sector. Many scholars have conducted research on customer satisfaction and surveyed different subjects. The execution of a customer satisfaction survey generally follows three stages : ( 1 ) questionnaire design (indicator system) , (2) survey methodology, and (3) analysis of survey results. The survey methodology has the limitations of time and cost. As a result, most studies adopting this methodology often use samples to represent the population. When interpreting the analysis result of a survey study, a scholar needs to be cautious about its limitations, such as feedback uncertainty, and lack of choices in answers, and unclear questions.The analysis of the survey results is mainly based on statistical principles. The statistical analysis result based on samples is only an estimation of the entire population. The accuracy of statistical results depends on sample size. Thus, it is important to consider the degree of representativeness for the adopted sample. In customer satisfaction surveys, the frequency statistics for each option of a survey question is a point estimation based on the sample data. Data reliability is missing from frequency

  6. ENHANCING ORGANIZATIONAL EFFECTIVENESS THROUGH CUSTOMER ENGAGEMENT

    Directory of Open Access Journals (Sweden)

    Dr. Pankaj Gupta

    2012-01-01

    Full Text Available Customer satisfaction is “merely the entry point for achieving a deeper foundation that rests on total customer engagement,” by Benson Smith and Tony Rutigliano. Everyone aims to satisfy the customers: in fact, you and your competitors may have the same customer satisfaction ratings. What will set you apart from your competition and ensure the growth of your business is to satisfy yourcustomers to the point that you engage them. An engaged customer is the most valuable asset of any organization. Engaged customers assure a business of sustained and profitable growth. They are the first who will continue to repurchase your products, and the most likely to recommend you to other people. Your goal, therefore, isnot just to generate sales, but bring in loyal and engaged customers. So today, leveraging customer contributions is an important source of competitive advantage – whether through advertising, user generated product reviews, customer service FAQs, forums where consumers can socialize with one another or contribute to product development. This paper examines the concept of customer engagement, principles and process of customer engagement,engagement metrics to measure customer engagement, strategies for engaging with customers online, how engagement drives business success & recent trends in customer engagement.

  7. Current Practice vs. Guideline Based Imaging in Abdominal Radiology in the German Speaking Area: Results of an Online Survey.

    Science.gov (United States)

    Schreyer, A G; Wessling, J; Grenacher, L

    2016-03-01

    The working group for abdominal imaging within the German Roentgen Society (DRG) performed an online survey amongst radiologist concerning the current status of techniques for abdominal imaging. The results of this survey were compared with the most recent guidelines. We performed an online survey open for all members of the DRG during a 76-day period with 65 questions and an overall estimated time for finishing the questionnaire of 15 minutes concerning technical specifications for abdominal radiological imaging. The results were evaluated using descriptive statistics. 90 of all participants, who filled out the survey covering more than 80% of the questions, were included in the statistical evaluation. 27% of all participants were registered radiologists while 73% represented radiologists working in a hospital. Most participants worked in a managerial position. The participants gave detailed information regarding the radiological techniques used in dedicated organ systems (esophagus, stomach, pancreas, liver, small intestines, colon) regarding acquired contrast phases and oral and intravenous administration of contrast medium. The results confirm that most radiologists participating in this survey perform their examinations and choose their modalities in conformity with the current existing clinical guidelines. Because most clinical guidelines do not specify radiological examinations in detail, there is a noteworthy heterogeneity of the acquired contrast phases and major divergence in terms of technical parameters. Therefore a joint radiological effort should be initiated for developing and publishing updated radiological parameters for abdominal imaging. • In German speaking countries indications for abdominal radiological examinations are performed with a high compliance to published guidelines. • There is a significant heterogeneity regarding the acquisition of different contrast phases for parenchymal abdominal organs. • There is an urgent need to

  8. Patient perceptions of glucocorticoid side effects: a cross-sectional survey of users in an online health community

    Science.gov (United States)

    Patel, Rikesh; Humphreys, Jennifer; McBeth, John; Dixon, William G

    2017-01-01

    Objectives To identify the side effects most important to glucocorticoid (GC) users through a survey of a UK online health community (Healthunlocked.com). Design Online cross-sectional survey. Setting Participants were recruited through Healthunlocked.com, an online social network for health. Participants Adults who were currently taking GCs, or had taken GCs in the past month. Method Responders scored the importance of listed side effects from 1 to 10, with 10 being of high importance to them. For each side effect, histograms were plotted, and the median rating and IQR were determined. Side effects were ranked by median ranking (largest to smallest) and then IQR (smallest to largest). The scores were categorised as low (scores 1–3), medium (scores 4–7) and high (scores 8–10) importance. Results 604 responders completed the survey. Histograms of side effect scores showed a skew towards high importance for weight gain, a U-shaped distribution for cardiovascular disease (CVD), diabetes, eye disease and infections, and a skew towards low importance for acne. When ranked, the side effect of most importance to responders was weight gain (median score=9, IQR 6–10) followed by insomnia and moon face with equal median score (8) and IQR (5–10). Three serious side effects, CVD, diabetes and infections, were ranked of lower importance overall but had wide ranging scores (median score=8, IQR 1–10). Conclusions The three most highly rated side effects were not clinically serious but remained important to patients, perhaps reflecting their impact on quality of life and high prevalence. This should be taken into consideration when discussing treatment options and planning future GC safety studies. PMID:28373256

  9. EMOTION BASED ANALYSIS OF TURKISH CUSTOMER OPINIONS

    Directory of Open Access Journals (Sweden)

    E. Kahya-Ozyirmidokuz

    2016-12-01

    Full Text Available Firms should manage their customer feedback so they can adapt to rapid changes in the environment. They have to interact with their customers to understand them and to turn their opinions into useful knowledge. Understanding customers' feelings about a product gives firmS competitive advantage through continuous market monitoring. They can thus generate improving strategies about the system to change perceptions that drive the behaviours of the customers. Firms can view their customers' happiness as a key tool for decision-making. This study calculates online product happiness by using the average emotional valence values of customer opinions. We analyse Turkish opinions about a product over a period of 3 months. We find the averages of the online emotional valence values of the product per month. We also determined the increase in happiness over time. According to the opinion valence values, we found the relations between the documents.

  10. Design and Implemetation of Online Customs Agent Management System Based on Workflow%基于工作流的在线代理报关管理系统设计与实现

    Institute of Scientific and Technical Information of China (English)

    周文琼; 王乐球; 郑述招

    2013-01-01

    随着计算机技术的不断发展和互联网的普遍应用,代理报关企业迫切需要实施管理信息系统,以对内建立企业内控机制,对外提高客户服务质量.本文基于工作流技术,阐述在线代理报关管理系统的设计与实现,重点描述系统各个功能模块、系统流程、系统运行环境、系统数据库设计.该系统在某港口报关行已实施,取得了良好效果,与同类其他系统比较,该系统具有更安全、更稳定、更易扩展、更易维护之优点.%With the continuous development of computer technology and the popularity of Internet application,in order to establish internal control mechanisms and improve the quality of customer service externally,this paper describes the design and implementation of online customs agent management system based on Workflow technology,focusing on the various functional modules of the system description,system processes,system operating environment,system database design.The system has been implemented on a port customs broker,compared with similar other systems,the system is safer,more stable,easier to expand and easier to maintain.

  11. Online Vape Shop Customers Who Use E-Cigarettes Report Abstinence from Smoking and Improved Quality of Life, But a Substantial Minority Still Have Vaping-Related Health Concerns

    Directory of Open Access Journals (Sweden)

    Dinska Van Gucht

    2017-07-01

    Full Text Available (1 Background: Characteristics and usage patterns of vapers (e-cigarette users have mainly been studied in web-based convenience samples or in visitors of brick-and-mortar vape shops. We extended this by targeting customers of one particular online vape shop in the Netherlands; (2 Methods: Customers were questioned on their smoking history, current smoking and vaping status, reasons for vaping, perceived harmfulness, and potential health changes due to vaping; (3 Results: Almost everyone (99%, 95% CI 0.96, 1.00 smoked before they started vaping. A great majority agreed that unlike with other smoking-cessation aids, they could quit smoking (81%, 95% CI 0.79, 0.90 due to vaping. Almost all customers were regular vapers (93.6%, 95% CI 0.89, 0.96 who used state-of-the-art open system devices without modifications and e-liquid with 10 mg/mL nicotine on average. Vapers reported using e-cigs to quit smoking, because e-cigs are healthier, and for financial reasons. The majority (52.6%, 95% CI 0.46, 0.60 perceived vaping as not that harmful to not harmful at all, but one fifth (21.8%, 95% CI 0.16, 0.28 believed vaping to be harmful. More than half (57.8%, 95% CI 0.50, 0.65 reported gaining more pleasure from vaping than from smoking. A substantial majority (84.2%, 95% CI 0.78, 0.89 agreed that their health had improved since they started vaping; (4 Conclusions: Findings are similar to those obtained in other vape shop studies, but also to the results of convenience samples of less-well-defined populations.

  12. Traditional and non-traditional treatments for autism spectrum disorder with seizures: an on-line survey

    Directory of Open Access Journals (Sweden)

    Sreenivasula Swapna

    2011-05-01

    Full Text Available Abstract Background Despite the high prevalence of seizure, epilepsy and abnormal electroencephalograms in individuals with autism spectrum disorder (ASD, there is little information regarding the relative effectiveness of treatments for seizures in the ASD population. In order to determine the effectiveness of traditional and non-traditional treatments for improving seizures and influencing other clinical factor relevant to ASD, we developed a comprehensive on-line seizure survey. Methods Announcements (by email and websites by ASD support groups asked parents of children with ASD to complete the on-line surveys. Survey responders choose one of two surveys to complete: a survey about treatments for individuals with ASD and clinical or subclinical seizures or abnormal electroencephalograms, or a control survey for individuals with ASD without clinical or subclinical seizures or abnormal electroencephalograms. Survey responders rated the perceived effect of traditional antiepileptic drug (AED, non-AED seizure treatments and non-traditional ASD treatments on seizures and other clinical factors (sleep, communication, behavior, attention and mood, and listed up to three treatment side effects. Results Responses were obtained concerning 733 children with seizures and 290 controls. In general, AEDs were perceived to improve seizures but worsened other clinical factors for children with clinical seizure. Valproic acid, lamotrigine, levetiracetam and ethosuximide were perceived to improve seizures the most and worsen other clinical factors the least out of all AEDs in children with clinical seizures. Traditional non-AED seizure and non-traditional treatments, as a group, were perceived to improve other clinical factors and seizures but the perceived improvement in seizures was significantly less than that reported for AEDs. Certain traditional non-AED treatments, particularly the ketogenic diet, were perceived to improve both seizures and other clinical

  13. SURVEY ON THE USE AND THE INTEREST OF INDIVIDUALS IN ONLINE STORES

    Directory of Open Access Journals (Sweden)

    Corina Rusu

    2012-12-01

    Full Text Available In Romania, most products sold in online stores are technology and communication ones. Best sold products through the Internet, globally speaking (games, toys, flowers, watches, tickets, are only 30% of the online products offered in Romania. Culture (books and information only represents 10% of all products, as well as clothing and grooming products. In recent years electronic commerce has had an explosive increase, starting to gain more and more ground on the traditional trade. In what follows, we will analyze the factors that favoured the development of electronic commerce, both in terms of consumers as well as vendors.

  14. French Customs

    CERN Multimedia

    GS Department

    2010-01-01

    Please note that the French Customs (initially located in Building 904, Prévessin) are now located in Ferney-Voltaire (FR): Mrs Catherine NEUVILLE Douane de Ferney-Voltaire Rue de Genève F – 01210 Ferney-Voltaire Phone : 33 4 50 40 51 42 Email : catherine.neuville@douane.finances.gouv.fr Tom Wegelius Tel: 79947 Logistics and Site Services

  15. 基于DOC视角的在线客户评论加工模型研究%Study on the Processing Model of Online Customer Reviews from DOC Perspective

    Institute of Scientific and Technical Information of China (English)

    马玉涛; 蔡淑琴; 叶波; 王瑞

    2011-01-01

    互联网和信息技术的发展,为客户在线分享他人的购物经历提供了新机会.在线客户评论(OCR)对消费者的购买决策和企业的声誉管理都有着十分重要的价值,然而,如何聚合利用OCR是个很大的挑战.论文引入Kano模型、全信息理论和离散事件系统理论,从需求、序化和中心化的三维视角,探讨性地研究OCR的加工问题,并提出了OCR的加工模型.进一步地,对OCR三维加工模型的形式化进行了研究.实例分析证明,电子商务网站现有的OCR加工方式只能满足用户的基本需求,必须改进加工方式以提高用户满意度.本文所提出的模型能为进一步改进OCR加工方式提供很好的可行思路和方法.%The development of Internet and information technology provides customers with a new opportunity to sharetheir shopping experience online. Online customer reviews (OCR) have a significant value on purchasing decisions and corporate reputation management. However, how to aggregate and utilize OCR is a big challenge. This paper explores the OCR processing and proposes an OCR processing model by introducing Kano model, comprehensive information theory and discrete event systems from three-dimensional perspectives of demanding, ordering and centralization. Moreover, we study on the formalization of the three-dimensional OCR processing model. Case analysis shows that the existing OCR processing methods by e-business websites can only meet the basic needs of users, processing methods must be improved to improve customers' s-atisfaction. The processing model proposed in this paper can provide practical ideas and methods for further improvement.

  16. Feature extraction and analysis of online reviews for the recommendation of books using opinion mining technique

    Directory of Open Access Journals (Sweden)

    Shahab Saquib Sohail

    2016-09-01

    Full Text Available The customer's review plays an important role in deciding the purchasing behaviour for online shopping as a customer prefers to get the opinion of other customers by observing their opinion through online products’ reviews, blogs and social networking sites, etc. The customer's reviews reflect the customer's sentiments and have a substantial significance for the products being sold online including electronic gadgets, movies, house hold appliances and books. Hence, extracting the exact features of the products by analyzing the text of reviews requires a lot of efforts and human intelligence. In this paper we intend to analyze the online reviews available for books and extract book-features from the reviews using human intelligence. We have proposed a technique to categorize the features of books from the reviews of the customers. The extracted features may help in deciding the books to be recommended for readers. The ultimate goal of the work is to fulfil the requirement of the user and provide them their desired books. Thus, we have evaluated our categorization method by users themselves, and surveyed qualified persons for the concerned books. The survey results show high precision of the features categorized which clearly indicates that proposed method is very useful and appealing. The proposed technique may help in recommending the best books for concerned people and may also be generalized to recommend any product to the users.

  17. 基于顾客成本的我国B2C网上商城定价策略分析%Based on Customer Cost of Pricing Strategy of China B2C Online Shopping Mall

    Institute of Scientific and Technical Information of China (English)

    杨涌滨

    2011-01-01

    With rapid development of the Internet technology,more and more people are using the Internet,and Internet has been an important part of our daily life.And more and more customers have been shopping on line because of its characteristics of speediness、convenience and unrestricted of space time.A lot of B2C(Business to Customer) online Shopping mall meets the consumer's demand.In order to deal with the fierce market competition,online Shopping mall must develop its own marketing strategy.%随着互联网技术的发展,网络已经成为我们生活的重要组成部分,网上购物也由于其快速、便捷、无时空限制等特点被越来越多的消费者所接受,大批B2C网上商城的兴起满足了消费者的这一需求。为了应对激烈的市场竞争,网上商城必须以顾客为导向制定其营销策略。

  18. Online Flutracking Survey of Influenza-like Illness during Pandemic (H1N1) 2009, Australia

    Science.gov (United States)

    Carlson, Sandra J.; Dalton, Craig B.; Fejsa, John

    2010-01-01

    We compared the accuracy of online data obtained from the Flutracking surveillance system during pandemic (H1N1) 2009 in Australia with data from other influenza surveillance systems. Flutracking accurately identified peak influenza activity timing and community influenza-like illness activity and was significantly less biased by treatment-seeking behavior and laboratory testing protocols than other systems. PMID:21122231

  19. A Survey of Knowledge Management Skills Acquisition in an Online Team-Based Distributed Computing Course

    Science.gov (United States)

    Thomas, Jennifer D. E.

    2007-01-01

    This paper investigates students' perceptions of their acquisition of knowledge management skills, namely thinking and team-building skills, resulting from the integration of various resources and technologies into an entirely team-based, online upper level distributed computing (DC) information systems (IS) course. Results seem to indicate that…

  20. Guided online self-management interventions in primary care: a survey on use, facilitators, and barriers

    NARCIS (Netherlands)

    Vaart, R. van der; Atema, V.; Evers, A.W.M.

    2016-01-01

    BACKGROUND: Guided online psychological self-management interventions offer broad prospects for the treatment of people with mild to moderate mental health problems, but implementation is challenging. The aims of this study are (1) to gain insight into use of and intention to use these interventions

  1. Attitudes towards individuals with halitosis: an online cross sectional survey of the Dutch general population

    NARCIS (Netherlands)

    Jongh, A. de; Wijk, A.J. van; Horstman, M.; Baat, C. de

    2014-01-01

    OBJECTIVE: To derive an estimate of encounters with halitosis and to assess the impact of halitosis on their psychosocial interactions with halitosis patients. METHODS: Participants were 1,006 members of an online panel, being representative of the population of the Netherlands with regard to gender

  2. Attitudes towards individuals with halitosis: an online cross sectional survey of the Dutch general population

    NARCIS (Netherlands)

    de Jongh, A.; van Wijk, A.J.; Horstman, M.; de Baat, C.

    2014-01-01

    Objective To derive an estimate of encounters with halitosis and to assess the impact of halitosis on their psychosocial interactions with halitosis patients. Methods Participants were 1,006 members of an online panel, being representative of the population of the Netherlands with regard to gender,

  3. Evaluation and Satisfaction Survey on the Interface Usability of Online Publishing Software

    Directory of Open Access Journals (Sweden)

    Ying-Jye Lee

    2014-01-01

    Full Text Available Digital publishing is one of the national key programs. Different from traditional digital publishing models, consumers could create personal digital publications with the editing program provided by businesses and combine it with web-to-print to output solid publications. Nevertheless, the usability of online publishing software is related to consumers’ acceptance or intention of product purchase. In this case, Focus Group is utilized to screen representative online publishing software (including TinTint, Photobook, and Hypo for evaluating interface usability, investigating users’ Subjective Satisfaction, and further proposing suggestions for interface modification. Learnability and the number of user errors are set as the evaluation indicators of usability. Within the evaluation indicators in Learnability, the results show that nine typical tasks, except for Storing, show significant difference between various online publishing software. Typical tasks of basic information of works, appending pictures, adjusting pictures, changing type version, and changing pages in the number of user errors reveal significant difference on distinct online publishing software. Regarding the evaluation of overall Subjective Satisfaction with interface, TinTint and Hypo outperform Photobook, and no significant difference appears between TinTint and Hypo. It is expected that the research model could be the application reference of interface development and evaluation in digital content industries.

  4. Development of a custom on-line ultrasonic vapour analyzer/flowmeter for the ATLAS inner detector, with application to gaseous tracking and Cherenkov detectors

    CERN Document Server

    Bates, R; Berry, S; Berthoud, J; Bitadze, A; Bonneau, P; Botelho-Direito, J; Bousson, N; Boyd, G; Bozza, G; Da Riva, E; Degeorge, C; DiGirolamo, B; Doubek, M; Godlewski, J; Hallewell, G; Katunin, S; Lombard, D; Mathieu, M; McMahon, S; Nagai, K; Perez-Rodriguez, E; Rossi, C; Rozanov, A; Vacek, V; Vitek, M; Zwalinski, L

    2013-01-01

    Precision sound velocity measurements can simultaneously determine binary gas composition and flow. We have developed an analyzer with custom electronics, currently in use in the ATLAS inner detector, with numerous potential applications. The instrument has demonstrated ~0.3% mixture precision for C3F8/C2F6 mixtures and < 10-4 resolution for N2/C3F8 mixtures. Moderate and high flow versions of the instrument have demonstrated flow resolutions of +/- 2% F.S. for flows up to 250 l.min-1, and +/- 1.9% F.S. for linear flow velocities up to 15 ms-1; the latter flow approaching that expected in the vapour return of the thermosiphon fluorocarbon coolant recirculator being built for the ATLAS silicon tracker.

  5. 在线产品评论用户满意度综合评价研究%Customer Satisfaction Degree Evaluation of Online Product Review

    Institute of Scientific and Technical Information of China (English)

    吕品; 钟珞; 唐琨皓

    2014-01-01

    This paper proposed a kind of method to evaluate customer satisfaction degree based on grey theory .Core idea is that the user satisfaction degree is divided into five categories as very satisfied ,satisfied ,ok ,unsatisfied and very unsatisfied accord-ing to the comments ,which are characterized by the relativity ,uncertainty and ambiguity(collectively called Grey trait) ,from variety of products and objects(e .g .hotels ,restaurants) .The proposed method addressed the limit of the common method which only parti -tions qualitatively the customer sentiment into two coarse-grained categories :satisfied and unsatisfied .A grey model is constructed for evaluating customer satisfaction degree .In order to augment the applicability to evaluate the various types of products ,the match-ing word pair of similar sentiment words and the corresponding top word pair of the object mapping the product are introduced to build the evaluation index by the customer satisfaction degree for the product and object .Experiments are conducted on the real life dataset ,and the results show that it not only obtains the overall satisfaction degree ,but also the quantitative evaluation value of the computed affecting factors of the product and the object .So the proposed method would effectively overcome the disadvantage of qualitative evaluation method ,provide detailed guidance to consumers ,and offer targeted marketing techniques for commercial orga-nizations .%文中提出一种基于灰色理论的用户满意度评价方法。基本思想:根据对各种类型的产品和对象(如旅社、酒店等)的评价具有相对性、不确定性和模糊性(这三种特性统称为灰色性)的特征,将用户满意度分为很满意,满意,一般,不满意和很不满意等五种类型,克服了已有方法将情感分为满意和不满意的粗粒度定性评价缺陷。构建了用户满意度灰色评估模型,为了扩大对各类型产品评价的适应性,引

  6. Measuring customer satisfaction in food industry

    OpenAIRE

    Parisa Akhtari; Amir Parviz Akhtari; Ahmad Torfi

    2015-01-01

    Customers are financial and intellectual capital of the firm and its survival and success depend on the attitude and firm performance to its customers. The goal of this article is to study customer satisfaction in Bonny Chow National Distribution Company and offering a model to evaluate customer satisfaction and also to study strength and weakness to improve and facilitate the defects. This study is descriptive, because it collects data and analyzes hypothesis based on expert survey. The ques...

  7. Testicular cancer survivors' supportive care needs and use of online support: a cross-sectional survey.

    Science.gov (United States)

    Bender, Jacqueline L; Wiljer, David; To, Matthew J; Bedard, Philippe L; Chung, Peter; Jewett, Michael A S; Matthew, Andrew; Moore, Malcolm; Warde, Padraig; Gospodarowicz, Mary

    2012-11-01

    The supportive care needs of testicular cancer survivors have not been comprehensively studied. Likewise, there is limited research on their use of the Internet or social media applications--tools that are popular among young adults and which could be used to address their needs. Two hundred and four testicular cancer patients receiving care at an urban cancer center completed a questionnaire assessing supportive care needs and the use and preferences for online support. We examined the associations between patient characteristics and met or unmet supportive care needs and the use of testicular cancer online communities. Respondents had more met (median 8.0, interquartile range (IQR) 10.0) than unmet (median 2.0, IQR 7.0) needs. The majority (62.5%) reported at least one unmet need, most commonly (25%) concerning financial support, body image, stress, being a cancer survivor, and fear of recurrence. Patients who were younger, had nonseminoma testicular cancer, or received treatment beyond surgery had more needs, and those who were unemployed had more unmet needs. The majority of respondents (71.5%) were social media users (e.g., Facebook), and 26% had used a testicular cancer online support community. Reasons for nonuse were lack of awareness (34.3%), interest (30.9%), trust (4.9%), and comfort using computers (2.5%). Users were more likely to speak English as a first language and have more needs. At least one in four testicular cancer survivors has unmet needs related to financial support, body image, stress, being a cancer survivor, and fear of recurrence. A web-based resource may be a useful strategy to consider given the high prevalence of social media use in this sample and their desire for online support. Efforts are needed to raise awareness about online peer support resources and to overcome barriers to their use.

  8. 76 FR 44351 - Proposed Renewal of Information Collection: 1090-0008, American Customer Satisfaction Index (ACSI...

    Science.gov (United States)

    2011-07-25

    ... Satisfaction Index (ACSI) E-Government Website Customer Satisfaction Survey AGENCY: National Business Center... is soliciting comments concerning the American Customer Satisfaction Index (ACSI) E-Government Website Customer Satisfaction Survey used by numerous Federal agencies to continuously assess and...

  9. 78 FR 46594 - Extension of Agency Information Collection Activity Under OMB Review: Aviation Security Customer...

    Science.gov (United States)

    2013-08-01

    ... OMB Review: Aviation Security Customer Satisfaction Performance Measurement Passenger Survey AGENCY.... Information Collection Requirement Title: Aviation Security Customer Satisfaction Performance Measurement...; Aviation Security Customer Satisfaction Performance Measurement Passenger Survey. TSA, with OMB's...

  10. 75 FR 29567 - Extension of Agency Information Collection Activity Under OMB Review: Aviation Security Customer...

    Science.gov (United States)

    2010-05-26

    .... The collection involves surveying travelers to measure customer satisfaction of aviation security in...; Aviation Security Customer Satisfaction Performance Measurement Passenger Survey. TSA, with OMB's approval... to continue to assess customer satisfaction in an effort to more efficiently manage...

  11. Demonstrating the use of web analytics and an online survey to understand user groups of a national network of river level data

    Science.gov (United States)

    Macleod, Christopher Kit; Braga, Joao; Arts, Koen; Ioris, Antonio; Han, Xiwu; Sripada, Yaji; van der Wal, Rene

    2016-04-01

    The number of local, national and international networks of online environmental sensors are rapidly increasing. Where environmental data are made available online for public consumption, there is a need to advance our understanding of the relationships between the supply of and the different demands for such information. Understanding how individuals and groups of users are using online information resources may provide valuable insights into their activities and decision making. As part of the 'dot.rural wikiRivers' project we investigated the potential of web analytics and an online survey to generate insights into the use of a national network of river level data from across Scotland. These sources of online information were collected alongside phone interviews with volunteers sampled from the online survey, and interviews with providers of online river level data; as part of a larger project that set out to help improve the communication of Scotland's online river data. Our web analytics analysis was based on over 100 online sensors which are maintained by the Scottish Environmental Protection Agency (SEPA). Through use of Google Analytics data accessed via the R Ganalytics package we assessed: if the quality of data provided by Google Analytics free service is good enough for research purposes; if we could demonstrate what sensors were being used, when and where; how the nature and pattern of sensor data may affect web traffic; and whether we can identify and profile these users based on information from traffic sources. Web analytics data consists of a series of quantitative metrics which capture and summarize various dimensions of the traffic to a certain web page or set of pages. Examples of commonly used metrics include the number of total visits to a site and the number of total page views. Our analyses of the traffic sources from 2009 to 2011 identified several different major user groups. To improve our understanding of how the use of this national

  12. The Impact of Virtual Atmosphere on Online Customers' Impulse Buying Intention:An Empirical Study%虚拟氛围对在线消费者冲动购买意向影响的实证研究

    Institute of Scientific and Technical Information of China (English)

    魏守波; 程岩

    2012-01-01

    根据环境心理学理论,个体行为与其所处的环境是相互影响的.以环境心理学中的Mehrabian-Russel模型为基础,结合沉浸理论,研究了在线环境下虚拟氛围的各种要素对消费者冲动购买意向的影响.实证研究以购买决策涉入度作为控制变量,分析了电子商务系统中的虚拟氛围要素(导航易用性、信息性、社会性与娱乐性)与在线消费者沉浸状态要素(愉悦性感知、行为控制感知与专注)的影响关系,进而发现了虚拟氛围要素、消费者沉浸状态要素影响在线消费者冲动购买意向的机理.%According to environmental psychology, there are interactions between individuals and the environment surrounding them. Based on the Mehrabian-Russel model of environmental psychology, integrated with flow theory, we study the impact of four specific virtual atmospheric cues on impulse buying intention online. Using involvement as a control variable, this empirical study analyzes the impact of virtual atmosphere factors (including ease of navigation, informativeness, socialness and entertainment) of E-commerce system on the online customers' flow state (including enjoyment, perceived control and focus), and discovery the mechanism among virtual atmosphere factors, flow state and impulse online buying.

  13. Survey and online discussion groups to develop a patient-rated outcome measure on acceptability of treatment response in vitiligo.

    Science.gov (United States)

    Tour, Selina K; Thomas, Kim S; Walker, Dawn-Marie; Leighton, Paul; Yong, Adrian Sw; Batchelor, Jonathan M

    2014-06-14

    Vitiligo is a chronic depigmenting skin disorder which affects around 0.5-1% of the world's population. The outcome measures used most commonly in trials to judge treatment success focus on repigmentation. Patient-reported outcome measures of treatment success are rarely used, although recommendations have been made for their inclusion in vitiligo trials. This study aimed to evaluate the face validity of a new patient-reported outcome measure of treatment response, for use in future trials and clinical practice. An online survey to gather initial views on what constitutes treatment success for people with vitiligo or their parents/carers, followed by online discussion groups with patients to reach consensus on what constitutes treatment success for individuals with vitiligo, and how this can be assessed in the context of trials. Participants were recruited from an existing database of vitiligo patients and through posts on the social network sites Facebook and Twitter. A total of 202 survey responses were received, of which 37 were excluded and 165 analysed. Three main themes emerged as important in assessing treatment response: a) the match between vitiligo and normal skin (how well it blends in); b) how noticeable the vitiligo is and c) a reduction in the size of the white patches. The majority of respondents said they would consider 80% or more repigmentation to be a worthwhile treatment response after 9 months of treatment. Three online discussion groups involving 12 participants led to consensus that treatment success is best measured by asking patients how noticeable their vitiligo is after treatment. This was judged to be best answered using a 5-point Likert scale, on which a score of 4 or 5 represents treatment success. This study represents the first step in developing a patient reported measure of treatment success in vitiligo trials. Further work is now needed to assess its construct validity and responsiveness to change.

  14. VizieR Online Data Catalog: XQ-100 survey neutral gas (Sanchez-Ramirez+, 2016)

    Science.gov (United States)

    Sanchez-Ramirez, R.; Ellison, S. L.; Prochaska, J. X.; Berg, T. A. M.; Lopez, S.; D'Odorico, V.; Becker, G. D.; Christensen, L.; Cupani, G.; Denney, K. D.; Paris, I.; Worseck, G.; Gorosabel, J.

    2016-10-01

    The XQ-100 survey is an ESO Large Program (ESO ID 189.A-0424, P.I. S. Lopez) which obtained X-shooter spectra of 100 3.53.5 QSOs. This sample has been combined, after exhaustive checking for duplications and errors, with a literature sample of DLA surveys spanning the last ~20 years. (2 data files).

  15. VizieR Online Data Catalog: Second Byurakan Survey. General Catalogue (Stepanian, 2005)

    Science.gov (United States)

    Stepanian, J. A.

    2016-11-01

    The Second Byurakan Survey is a continuation of the Markarian survey, which aimed to reach fainter limiting magnitudes. The investigation of fainter objects, in particular QSOs, required the extension of the survey to these fainter magnitudes. The SBS survey is in fact the first simultaneous and combined survey of galaxies and quasars. The SBS objective-prism observations started in 1974 and finished in 1986. Plate searching was completed in 1991. Between 1974 and 1986 a total area of 991 square degrees of the Northern sky was observed. This area is confined to the strip defined by 7:40 right ascension and +49:00 < δ < +61:00 in declination. (5 data files).

  16. Social responsibility tools in online gambling: a survey of attitudes and behavior among Internet gamblers.

    Science.gov (United States)

    Griffiths, Mark D; Wood, Richard T A; Parke, Jonathan

    2009-08-01

    To date, little empirical research has focused on social responsibility in gambling. This study examined players' attitudes and behavior toward using the social responsibility tool PlayScan designed by the Swedish gaming company Svenska Spel. Via PlayScan, players have the option to utilize various social responsibility control tools (e.g., personal gaming budgets, self-diagnostic tests of gambling habits, self-exclusion options). A total of 2,348 participants took part in an online questionnaire study. Participants were clientele of the Svenska Spel online gambling Web site. Results showed that just over a quarter of players (26%) had used PlayScan. The vast majority of those who had activated PlayScan (almost 9 in 10 users) said that PlayScan was easy to use. Over half of PlayScan users (52%) said it was useful; 19% said it was not. Many features were seen as useful by online gamblers, including limit setting (70%), viewing their gambling profile (49%), self-exclusion facilities (42%), self-diagnostic problem gambling tests (46%), information and support for gambling issues (40%), and gambling profile predictions (36%). In terms of actual (as opposed to theoretical) use, over half of PlayScan users (56%) had set spending limits, 40% had taken a self-diagnostic problem gambling test, and 17% had used a self-exclusion feature.

  17. Measuring Customer Satisfaction with Public Schools.

    Science.gov (United States)

    Lowe, Tracey M.; And Others

    1996-01-01

    Discusses the measurement of customer satisfaction with public school districts based on collaborative efforts generated by the Florida Schoolyear 2000 Initiative. Describes implementing customer satisfaction surveys in Florida, explains the testing of the surveys with businesses and parents, and discusses trends in performance improvement. (LRW)

  18. Semi-customizing patient surveys

    DEFF Research Database (Denmark)

    Riiskjær, Erik; Ammentorp, Jette; Nielsen, Jørn Flohr

    2011-01-01

    . Eight public hospitals in a Danish county. Participants. 32 809 inpatients and 1842 nurses on 84 wards. Main Outcome Measure. Optimal organizational level for measuring patient satisfaction and correlations between overall patient satisfaction and organizational context. Results. In all, 71...

  19. 2005 Navy MWR Customer Survey

    Science.gov (United States)

    2007-07-01

    Asian (e.g., Asian Indian, Chinese, Filipino, Japanese, Korean, Vietnamese) gfedc Black or African-American gfedc Native Hawaiian or other Pacific...nmlkj nmlkj Catering (e.g., meetings, Navy Balls, Wedding Receptions, Retirements) nmlkj nmlkj nmlkj nmlkj nmlkj Child development programs (e.g...facilities nmlkj nmlkj nmlkj Catering (e.g., meetings, Navy Balls, Wedding Receptions, Retirements) nmlkj nmlkj nmlkj Child development programs

  20. Online Health Information-Seeking Behavior and Confidence in Filling Out Online Forms Among Latinos: A Cross-Sectional Analysis of the California Health Interview Survey, 2011-2012.

    Science.gov (United States)

    Gonzalez, Mariaelena; Sanders-Jackson, Ashley; Emory, Jason

    2016-07-04

    Health information is increasingly being disseminated online, but there is a knowledge gap between Latinos and non-Hispanic whites, particularly those whose English language proficiency is poor, in terms both of online health information-seeking behavior and computer literacy skills. This knowledge gap may also exist between US- and foreign-born Latinos. The specific aim of this study was to examine Internet use, online health information-seeking behavior, and confidence in filling out online forms among Latinos, particularly as it relates to health-risk behaviors. We then stratified our sample by nativity. We used the adult population file of the 2011-2012 California Health Interview Survey, analyzing Internet use, online health information-seeking behavior, and confidence in filling out online forms using binary logistic regression among Latinos and whites (N=27,289), Latinos (n=9506), and Latinos who use the Internet (n=6037). Foreign-born Latinos (OR 0.71, 95% CI 0.58-0.88, P=.002) have lower odds of engaging in online health information-seeking behavior, and higher odds (OR 2.90, 95% CI 2.07-4.06, Pinformation-seeking behavior and form confidence varied by nativity. Latinos, particularly foreign-born individuals, are at an increased risk of being left behind as the move to increase online content delivery and care expands. As online health information dissemination and online health portals become more popular, the impact of these sites on Latino gaps in coverage and care should be considered.

  1. The SuperCosmos South Galactic Cap multi-colour/epoch digitised survey - Online!

    Science.gov (United States)

    Hambly, N.; Read, M.

    We describe the first release of data from the SuperCOSMOS Sky Survey programme, the South Galactic Cap survey. This consists of a 3 colour (BRI), one colour (R) at 2 epochs, digital sky survey based on high Galactic latitude (|b|>60o) Schmidt survey plates covering ~5000 square degrees - it is the first digitised sky survey to include both colours and proper motions. Positions are tied to the International Co-ordinate Reference Frame via the Tycho-ACT catalogue and are externally accurate to ~0.3 arcsec; proper motions (also zero-pointed on the extragalactic frame) are typically accurate to ~10 mas yr-1. Photometry in BRI is accurate to ~0.2m and is tied to external CCD zeropoints with field-to-field zeropoint errors minimised using field overlap regions. We describe a simple database interrogation example and show the results. Finally, we describe the future plans for expanding the survey to cover the full southern sky. For full details access the survey homepage on http://www-wfau.roe.ac.uk/sss/.

  2. VizieR Online Data Catalog: LCES HIRES/Keck radial velocity Exoplanet Survey (Butler+, 2017)

    Science.gov (United States)

    Butler, R. P.; Vogt, S. S.; Laughlin, G.; Burt, J. A.; Rivera, E. J.; Tuomi, M.; Teske, J.; Arriagada, P.; Diaz, M.; Holden, B.; Keiser, S.

    2017-08-01

    We present 60949 precision radial velocities of 1624 stars obtained over the past 20 years from the Lick-Carnegie Exoplanet Survey Team (LCES) survey with the HIgh-Resolution Echelle Spectrometer (HIRES) spectrometer on the Keck I telescope. We tabulate a list of 357 significant periodic signals that are of constant period and phase, and not coincident in period and/or phase with stellar activity indices. For this survey, the HIRES spectrometer was configured to operate at a nominal spectral resolving power of R~60000 and wavelength range of 3700-8000Å. (4 data files).

  3. The current provision of community-based teaching in UK medical schools: an online survey and systematic review

    Science.gov (United States)

    Lee, Sandra W W; Clement, Naomi; Tang, Natalie; Atiomo, William

    2014-01-01

    Objective To evaluate the current provision and outcome of community-based education (CBE) in UK medical schools. Design and data sources An online survey of UK medical school websites and course prospectuses and a systematic review of articles from PubMed and Web of Science were conducted. Articles in the systematic review were assessed using Rossi, Lipsey and Freeman's approach to programme evaluation. Study selection Publications from November 1998 to 2013 containing information related to community teaching in undergraduate medical courses were included. Results Out of the 32 undergraduate UK medical schools, one was excluded due to the lack of course specifications available online. Analysis of the remaining 31 medical schools showed that a variety of CBE models are utilised in medical schools across the UK. Twenty-eight medical schools (90.3%) provide CBE in some form by the end of the first year of undergraduate training, and 29 medical schools (93.5%) by the end of the second year. From the 1378 references identified, 29 papers met the inclusion criteria for assessment. It was found that CBE mostly provided advantages to students as well as other participants, including GP tutors and patients. However, there were a few concerns regarding the lack of GP tutors’ knowledge in specialty areas, the negative impact that CBE may have on the delivery of health service in education settings and the cost of CBE. Conclusions Despite the wide variations in implementation, community teaching was found to be mostly beneficial. To ensure the relevance of CBE for ‘Tomorrow's Doctors’, a national framework should be established, and solutions sought to reduce the impact of the challenges within CBE. Strengths and limitations of this study This is the first study to review how community-based education is currently provided throughout Medical Schools in the UK. The use of Rossi, Lipsey and Freeman's method of programme evaluation means that the literature was analysed

  4. A customer satisfaction model for a utility service industry

    Science.gov (United States)

    Jamil, Jastini Mohd; Nawawi, Mohd Kamal Mohd; Ramli, Razamin

    2016-08-01

    This paper explores the effect of Image, Customer Expectation, Perceived Quality and Perceived Value on Customer Satisfaction, and to investigate the effect of Image and Customer Satisfaction on Customer Loyalty of mobile phone provider in Malaysia. The result of this research is based on data gathered online from international students in one of the public university in Malaysia. Partial Least Squares Structural Equation Modeling (PLS-SEM) has been used to analyze the data that have been collected from the international students' perceptions. The results found that Image and Perceived Quality have significant impact on Customer Satisfaction. Image and Customer Satisfaction ware also found to have significantly related to Customer Loyalty. However, no significant impact has been found between Customer Expectation with Customer Satisfaction, Perceived Value with Customer Satisfaction, and Customer Expectation with Perceived Value. We hope that the findings may assist the mobile phone provider in production and promotion of their services.

  5. Autonomous Components Whose Adaptation Policies Can Be Customized Online and Evaluated Dynamically%自主构件自适应策略的在线定制及动态评估

    Institute of Scientific and Technical Information of China (English)

    接钧靖; 史庭训; 焦文品; 孟繁晶

    2012-01-01

    开放分布式环境下自适应软件的研究已引起学术界、工业界的广泛关注.但分布在网络上的软件实体是由不同的组织独立开发并部署的,它们代表各自的组织(或所有者)自主地采取行动,在构造分布式环境下的自适应系统时,不能再将构成单元视为被动的受管对象,而应将其建模为具有主动行为能力的计算实体,并在这一层面设计和封装系统的自适应逻辑.然而,在现阶段对于自主计算实体的研究中,大多缺乏对于自适应策略的动态加载和动态演化的支持.提出了一种支持策略动态加载的自主构件模型,使得自主构件能够在运行时习得新的自适应策略和行为,实现了一种基于质量运行时动态评估的自主构件的自适应机制,使得自主构件能够自行评估自适应策略的优劣并选择最佳的策略加以适应,在保证自身目标得以实现的同时,提高了服务质量.另外,还详细描述了自主构件的实现方案及其运行支撑,通过实验展示了自主构件基于质量动态评估的自适应过程以及自适应策略的动态加载过程.%Self-Adaptive software in open and distributed environments (especially the Internet) has been widely researched in academia and industry. However, software entities scattered on the Internet are independently developed and deployed by different organizations, and they autonomously take actions on behalf of their owners. They can no longer be considered passive and manageable. In the construction of self-adaptive software systems in open and distributed environments, constituent elements should be modeled and designed as autonomous computing entities, and the adaptive logic of systems should be encapsulated into constituent elements. Existing researches on autonomous computing entities are still insufficient in self-adaptive policies' in online customization and dynamic evolution. Therefore, this paper proposes an autonomous

  6. Disability Weights for Chronic Mercury Intoxication Resulting from Gold Mining Activities: Results from an Online Pairwise Comparisons Survey

    Directory of Open Access Journals (Sweden)

    Nadine Steckling

    2017-01-01

    Full Text Available In artisanal small-scale gold mining, mercury is used for gold-extraction, putting miners and nearby residents at risk of chronic metallic mercury vapor intoxication (CMMVI. Burden of disease (BoD analyses allow the estimation of the public health relevance of CMMVI, but until now there have been no specific CMMVI disability weights (DWs. The objective is to derive DWs for moderate and severe CMMVI. Disease-specific and generic health state descriptions of 18 diseases were used in a pairwise comparison survey. Mercury and BoD experts were invited to participate in an online survey. Data were analyzed using probit regression. Local regression was used to make the DWs comparable to the Global Burden of Disease (GBD study. Alternative survey (visual analogue scale and data analyses approaches (linear interpolation were evaluated in scenario analyses. A total of 105 participants completed the questionnaire. DWs for moderate and severe CMMVI were 0.368 (0.261–0.484 and 0.588 (0.193–0.907, respectively. Scenario analyses resulted in higher mean values. The results are limited by the sample size, group of interviewees, questionnaire extent, and lack of generally accepted health state descriptions. DWs were derived to improve the data basis of mercury-related BoD estimates, providing useful information for policy-making. Integration of the results into the GBD DWs enhances comparability.

  7. Disability Weights for Chronic Mercury Intoxication Resulting from Gold Mining Activities: Results from an Online Pairwise Comparisons Survey.

    Science.gov (United States)

    Steckling, Nadine; Devleesschauwer, Brecht; Winkelnkemper, Julia; Fischer, Florian; Ericson, Bret; Krämer, Alexander; Hornberg, Claudia; Fuller, Richard; Plass, Dietrich; Bose-O'Reilly, Stephan

    2017-01-10

    In artisanal small-scale gold mining, mercury is used for gold-extraction, putting miners and nearby residents at risk of chronic metallic mercury vapor intoxication (CMMVI). Burden of disease (BoD) analyses allow the estimation of the public health relevance of CMMVI, but until now there have been no specific CMMVI disability weights (DWs). The objective is to derive DWs for moderate and severe CMMVI. Disease-specific and generic health state descriptions of 18 diseases were used in a pairwise comparison survey. Mercury and BoD experts were invited to participate in an online survey. Data were analyzed using probit regression. Local regression was used to make the DWs comparable to the Global Burden of Disease (GBD) study. Alternative survey (visual analogue scale) and data analyses approaches (linear interpolation) were evaluated in scenario analyses. A total of 105 participants completed the questionnaire. DWs for moderate and severe CMMVI were 0.368 (0.261-0.484) and 0.588 (0.193-0.907), respectively. Scenario analyses resulted in higher mean values. The results are limited by the sample size, group of interviewees, questionnaire extent, and lack of generally accepted health state descriptions. DWs were derived to improve the data basis of mercury-related BoD estimates, providing useful information for policy-making. Integration of the results into the GBD DWs enhances comparability.

  8. Disability Weights for Chronic Mercury Intoxication Resulting from Gold Mining Activities: Results from an Online Pairwise Comparisons Survey

    Science.gov (United States)

    Steckling, Nadine; Devleesschauwer, Brecht; Winkelnkemper, Julia; Fischer, Florian; Ericson, Bret; Krämer, Alexander; Hornberg, Claudia; Fuller, Richard; Plass, Dietrich; Bose-O’Reilly, Stephan

    2017-01-01

    In artisanal small-scale gold mining, mercury is used for gold-extraction, putting miners and nearby residents at risk of chronic metallic mercury vapor intoxication (CMMVI). Burden of disease (BoD) analyses allow the estimation of the public health relevance of CMMVI, but until now there have been no specific CMMVI disability weights (DWs). The objective is to derive DWs for moderate and severe CMMVI. Disease-specific and generic health state descriptions of 18 diseases were used in a pairwise comparison survey. Mercury and BoD experts were invited to participate in an online survey. Data were analyzed using probit regression. Local regression was used to make the DWs comparable to the Global Burden of Disease (GBD) study. Alternative survey (visual analogue scale) and data analyses approaches (linear interpolation) were evaluated in scenario analyses. A total of 105 participants completed the questionnaire. DWs for moderate and severe CMMVI were 0.368 (0.261–0.484) and 0.588 (0.193–0.907), respectively. Scenario analyses resulted in higher mean values. The results are limited by the sample size, group of interviewees, questionnaire extent, and lack of generally accepted health state descriptions. DWs were derived to improve the data basis of mercury-related BoD estimates, providing useful information for policy-making. Integration of the results into the GBD DWs enhances comparability. PMID:28075395

  9. Online Price Discrimination and Data Protection Law

    NARCIS (Netherlands)

    Zuiderveen Borgesius, F.J.

    2015-01-01

    Online shops can offer each website customer a different price - a practice called first degree price discrimination, or personalised pricing. An online shop can recognise a customer, for instance through a cookie, and categorise the customer as a rich or a poor person. The shop could, for instance,

  10. 基于在线评论的消费者品牌转换意向模糊推理%Approximate reasoning research of customer's brand switching intention based on online reviews

    Institute of Scientific and Technical Information of China (English)

    宋爽; 那日萨; 张杨

    2014-01-01

    依据消费者心理学及品牌行为理论,从消费者感知质量、感知价值、品牌声誉、期望达成度4个维度建立了品牌转换意向模型;通过对网络消费者在线评论中评价词、情感词的提取和语义分析,结合模糊情感语料库和品牌转换意向推理规则,模糊推理出消费者品牌转换意向,进而推理出消费者的品牌转换意向的转换类型。以淘宝网上4种化妆品为例进行消费者品牌转换意向研究,得到较合理的结论并给予营销性建议,验证了所提方法的有效性。%Based on consumer psychology and experiential marketing theory,a model of customer switching intention was established from four dimensions:perceived quality,perceived value,brand reputation and expectation.Then se-mantic analysis on the valuation words and emotional words extracted from the consumer online reviews was made.Fur-thermore,combined with fuzzy sentiment corpus and fuzzy inference,the consumer's brand switching intention was computed,and the customer's switching intention types was identified.Finally,an experimental study with the case of four types of cosmetics on the TaoBao site was carried out,and reasonable conclusions and some marketing advices were obtained,which all verify the validity of the method.

  11. Custom magazines: where digital page-turn editions fail

    NARCIS (Netherlands)

    Schijns, J.M.C.; Smit, E.G.

    2010-01-01

    Threatened by the rise in paper, printing and postage costs, online custom magazines rejoice an increased interest. They are seen as a more efficient, but equivalent alternative to offline custom magazines. Most digital custom magazines, however, contain an electronic replica of the print version. O

  12. 76 FR 65742 - Revocation of Customs Broker Licenses

    Science.gov (United States)

    2011-10-24

    ... From the Federal Register Online via the Government Publishing Office DEPARTMENT OF HOMELAND SECURITY Customs and Border Protection Revocation of Customs Broker Licenses AGENCY: U.S. Customs and Border Protection, U.S. Department of Homeland Security. ACTION: General notice. SUMMARY: Pursuant...

  13. Customer Service: A Critical Factor in Library System Selection.

    Science.gov (United States)

    Machovec, George S.

    1993-01-01

    Describes factors in successful customer service programs that are pertinent to libraries choosing an integrated online library system. Topics discussed include quick response time; easy access to information; well-trained client representatives; low costs; cooperation with customers and vendors; and anticipating customer needs. (LRW)

  14. Custom magazines: where digital page-turn editions fail

    NARCIS (Netherlands)

    Schijns, J.M.C.; Smit, E.G.

    2010-01-01

    Threatened by the rise in paper, printing and postage costs, online custom magazines rejoice an increased interest. They are seen as a more efficient, but equivalent alternative to offline custom magazines. Most digital custom magazines, however, contain an electronic replica of the print version.

  15. Understanding Customer Experience Throughout the Customer Journey

    NARCIS (Netherlands)

    Lemon, Katherine N.; Verhoef, Peter C.

    2016-01-01

    Understanding customer experience and the customer journey over time is critical for firms. Customers now interact with firms through myriad touch points in multiple channels and media, and customer experiences are more social in nature. These changes require firms to integrate multiple business fun

  16. Understanding Customer Experience Throughout the Customer Journey

    NARCIS (Netherlands)

    Lemon, Katherine N.; Verhoef, Peter C.

    2016-01-01

    Understanding customer experience and the customer journey over time is critical for firms. Customers now interact with firms through myriad touch points in multiple channels and media, and customer experiences are more social in nature. These changes require firms to integrate multiple business

  17. Understanding Customer Experience Throughout the Customer Journey

    NARCIS (Netherlands)

    Lemon, Katherine N.; Verhoef, Peter C.

    2016-01-01

    Understanding customer experience and the customer journey over time is critical for firms. Customers now interact with firms through myriad touch points in multiple channels and media, and customer experiences are more social in nature. These changes require firms to integrate multiple business fun

  18. Financial research support for ecotoxicology and environmental chemistry in Germany. Results of an online survey; Foerdersituation oekotoxikologischer und umweltchemischer Forschung in Deutschland. Ergebnisse einer Online-Befragung

    Energy Technology Data Exchange (ETDEWEB)

    Hollert, Henner; Schiwy, Andreas [RWTH Aachen University, Department of Ecosystem Analysis, Institute for Environmental Research (Biology V), Aachen (Germany); Filser, Juliane [University of Bremen, UFT, Department of General and Theoretical Ecology, Bremen (Germany); Haeussling, Roger [RWTH Aachen University, Sociology of Technology and Organization, Institute of Sociology, Aachen (Germany); Hein, Michaela [Helmholtz Centre for Environmental Research - UFZ, CITE (Chemicals In The Environment), Department Bioanalytical Ecotoxicology, Leipzig (Germany); Matthies, Michael [University of Osnabrueck, Institute for Environmental System Research, Osnabrueck (Germany); Oehlmann, Joerg [Goethe University Frankfurt am Main, Department Aquatic Ecotoxicology, Institute for Ecology, Evolution and Diversity, Frankfurt am Main (Germany); Ratte, Hans-Toni; Ross-Nickoll, Martina; Schaeffer, Andreas [RWTH Aachen University, Chair for Environmental Biology and Chemodynamics, Institute for Environmental Research (Biology V), Aachen (Germany); Scheringer, Martin [ETH Zuerich, HCI G 127, Safety and Environmental Technology Group, Zuerich (Switzerland)

    2011-12-15

    In recent years several initiatives addressed the inadequate financial support of pollutant-related environmental research in the Federal Republic of Germany. For an objective analysis about the research funding in ecotoxicology and environmental chemistry in Germany, an anonymous online survey was prepared. With support of the Society of Environmental Toxicology and Chemistry (SETAC) - German Language Branch and the German Chemical Society (GDCh) - Division of Environmental Chemistry and Ecotoxicology an invitation to participate in the survey was sent to all members of these two major associations for ecotoxicology and environmental chemistry in Germany (D), Switzerland (CH) and Austria (A). Only senior staff from the areas academics, government and industry was invited. The present article introduces the results of the survey. It is segmented in a section on socio-economic characterization of the participants, a section on support of research by the DFG and a section on funding by other funding organizations. A total of 71 male and female scientists in senior positions from various areas participated in the survey. The results revealed that the participants are to be classified as having excellent records. 48.5 % of the respondents had submitted at least one research proposal to the DFG in the past, but one third actually received financial support by the DFG. 64% are not satisfied with the DFG support of pollutantrelated research, only 7 % are satisfied. It turned out that the research proposals are generally very heterogeneous and thus distributed to various units of the DFG with geosciences, water research and chemistry ranking highest, followed by biology and ecology. 91.2 % of the respondents indicated that they have submitted proposals for research funding to other funding institutions (except the DFG), and 83.6 % already have received appropriate external funding. 62.3 % of the scientists believe that overall support for chemicals-related research in

  19. Improving managed care value through customer service.

    Science.gov (United States)

    Tomczyk, Dennis J

    2002-06-01

    The ability of managed care providers to deliver high-quality customer service to managed care customers depends on their adoption of basic customer-service principles. To apply these principles effectively, providers need to understand and work to exceed the particular needs and expectations of these customers, which include boards of directors, senior executives, physicians, healthcare providers, clinical and patient financial services managers and staff, employers, brokers, and patients. Although these needs and expectations can be predicted to some extent, providers would be wise to implement regular surveys of customers and an open procedure for soliciting customer feedback about service issues. Better customer service for the broad range of managed care customers translates into higher levels of employer and patient satisfaction, which ultimately benefits providers.

  20. VizieR Online Data Catalog: VPHAS+ DR2 survey (Drew+, 2016)

    Science.gov (United States)

    Drew, J. E.; Gonzalez-Solares, E.; Greimel, R.; Irwin, M. J.; Kupcu Yoldas, A.; Lewis, J.; Barentsen, G.; Eisloffel, J.; Farnhill, H. J.; Martin, W. E.; Walsh, J. R.; Walton, N. A.; Mohr-Smith, M.; Raddi, R.; Sale, S. E.; Wright, N. J.; Groot, P.; Barlow, M. J.; Corradi, R. L. M.; Drake, J. J.; Fabregat, J.; Frew, D. J.; Gansicke, B. T.; Knigge, C.; Mampaso, A.; Morris, R. A. H.; Naylor, T.; Parker, Q. A.; Phillipps, S.; Ruhland, C.; Steeghs, D.; Unruh, Y. C.; Vink, J. S.; Wesson, R.; Zijlstra, A. A.

    2016-10-01

    The Second VPHAS data release (DR2) covers the first 21 months of data-taking in which the survey progressed to 24 percent completion. Much of the Galactic mid-plane is now covered (especially in the r, i and Hα filters). This release supersedes DR1. For access to the release documents and ESO archive entry, see ESO's public survey pages (http://eso.org/rm/publicAccess#/dataReleases). The appropriate journal reference for the use of VPHAS+data is to: Drew et al., 2014MNRAS.440.2036D. If making use of data from this release, please use the following statement in the acknowledgements: "Based on data products from observations made with ESO Telescopes at the La Silla Paranal Observatory under public survey programme ID, 177.D-3023". (1 data file).

  1. VizieR Online Data Catalog: Spitzer/IRAC variability survey of Bootes field (Kozlowski+, 2016)

    Science.gov (United States)

    Kozlowski, S.; Kochanek, C. S.; Ashby, M. L. N.; Assef, R. J.; Brodwin, M.; Eisenhardt, P. R.; Jannuzi, B. T.; Stern, D.

    2016-04-01

    A detailed description of Spitzer Deep Wide-Field Survey (SDWFS) is presented in Ashby et al. (2009, see J/ApJ/716/530). The first epoch was taken on 2004 January 10-14 as the IRAC Shallow Survey (Eisenhardt et al. 2004ApJS..154...48E). Then, we added three more epochs on 2007 August 8-13, 2008 February 2-6, and 2008 March 6-10 as the SDWFS (Ashby et al. 2009, see J/ApJ/716/530; D. Stern PI, PID 40839). The new, fifth epoch was taken on 2014 April 23-29 as the Decadal IRAC Bootes Survey (DIBS; M.L.N. Ashby PI, PID 10088). The intervals between any two epochs span the range from 1 month to 10 years. (3 data files).

  2. Modeling customer loyalty using customer lifetime value.

    OpenAIRE

    Glady, N.; Baesens, Bart; Croux, Christophe

    2006-01-01

    The definition and modeling of customer loyalty have been central issues in customer relationship management since many years. Recent papers propose solutions to detect customers that are becoming less loyal, also called churners. The churner status is then defined as a function of the volume of commercial transactions. In the context of a Belgian retail financial service company, our first contribution will be to redefine the notion of customer's loyalty by considering it from a customer-cen...

  3. VizieR Online Data Catalog: Team Keck Redshift Survey 2 (TKRS2) (Wirth+, 2015)

    Science.gov (United States)

    Wirth, G. D.; Trump, J. R.; Barro, G.; Guo, Y.; Koo, D. C.; Liu, F.; Kassis, M.; Lyke, J.; Rizzi, L.; Campbell, R.; Goodrich, R. W.; Faber, S. M.

    2016-04-01

    We present the Team Keck Redshift Survey 2 (TKRS2), a spectroscopic survey of 97 distant galaxies exploiting the capabilities of the Multi-Object Spectrometer For Infra-Red Exploration (MOSFIRE) on the Keck I telescope at the W. M. Keck Observatory. MOSFIRE features a 2048*2048 pixel HAWAII-2RG HgCdTe detector array from Teledyne Imaging Sensors that couples high quantum efficiency with low noise and low dark current. The operating range of 0.97-2.41μm covers the YJHK infrared passbands, with wavelength coverage of 0.97-1.12μm in Y, 1.15-1.35μm in J, 1.47-1.80μm in H, and 1.95-2.40μm in K. The resolving power for the default slit width of 0.7" is R=3380 in Y, 3310 in J, 3660 in H, and 3620 in K, corresponding to full-width-half-maximum (FWHM) spectral resolutions of 3.1Å in Y, 3.7Å in J, 4.4Å in H, and 6.0Å in K. Our survey targets the south-central region of the GOODS-North survey field (Giavalisco et al. 2004, cat. II/261). We employed MOSFIRE to acquire spectra in the GOODS-North field over a series of partial nights spanning the period from 2012 November to 2013 May. We present the results of our survey in Table3 and on the website (http://arcoiris.ucsc.edu/TKRS2/) devoted to the survey. (1 data file).

  4. VizieR Online Data Catalog: MALT90 pilot survey (Foster+, 2011)

    Science.gov (United States)

    Foster, J. B.; Jackson, J. M.; Barnes, P. J.; Barris, E.; Brooks, K.; Cunningham, M.; Finn, S. C.; Fuller, G. A.; Longmore, S. N.; Mascoop, J. L.; Peretto, N.; Rathborne, J.; Sanhueza, P.; Schuller, F.; Wyrowski, F.

    2012-01-01

    We used six different input catalogs for selecting sources; three were lists that we produced for our pilot survey and three were based on pre-existing catalogs (Walsh et al. (2008PASA...25..105W), Beltran et al. (2006, Cat. J/A+A/447/221) and Schuller et al. (2009A&A...504..415S)). From these lists we chose 20-40 sources near integer Galactic longitudes covering the range of longitudes accessible from Mopra. We carried out observations for the MALT90 pilot survey in the austral winter of 2009 from June 15 to 24, the OTF mapping mode of Mopra. (3 data files).

  5. VizieR Online Data Catalog: Arecibo Pulsar-ALFA (PALFA) survey. IV. (Lazarus+, 2015)

    Science.gov (United States)

    Lazarus, P.; Brazier, A.; Hessels, J. W. T.; Karako-Argaman, C.; Kaspi, V. M.; Lynch, R.; Madsen, E.; Patel, C.; Ransom, S. M.; Scholz, P.; Swiggum, J.; Zhu, W. W.; Allen, B.; Bogdanov, S.; Camilo, F.; Cardoso, F.; Chatterjee, S.; Cordes, J. M.; Crawford, F.; Deneva, J. S.; Ferdman, R.; Freire, P. C. C.; Jenet, F. A.; Knispel, B.; Lee, K. J.; van Leeuwen, J.; Lorimer, D. R.; Lyne, A. G.; McLaughlin, M. A.; Siemens, X.; Spitler, L. G.; Stairs, I. H.; Stovall, K.; Venkataraman, A.

    2016-02-01

    The Arecibo Pulsar-ALFA (PALFA) survey observations have been restricted to the two regions of the Galactic plane (|b|<5°) visible from the Arecibo observatory, the inner Galaxy (32°<~l<~77°), and the outer Galaxy (168°<~l<~214°). Integration times are 268s and 180s for inner and outer Galaxy observations, respectively. Observations conducted with the 7-beam Arecibo L-band Feed Array (ALFA) receiver of the Arecibo Observatory William E. Gordon 305m Telescope have a bandwidth of 322MHz centered at 1375MHz. PALFA survey data have been recorded with the Mock spectrometers since 2009. (2 data files).

  6. Teaching Historical Skills through JSTOR: An Online Research Project for Survey Courses

    Science.gov (United States)

    Ruswick, Brent J.

    2011-01-01

    As a new Ph.D. preparing for his first university appointment in June 2006, the author began constructing World History I and II surveys for which his graduate training left him feeling underprepared. Among the myriad challenges, he sought to create a research assignment for general education students that would address a diverse range of…

  7. VizieR Online Data Catalog: 1415MHz Survey of Bright Galaxies (Hummel, 1980)

    Science.gov (United States)

    Hummel, E.

    2003-11-01

    The radio continuum radiation at 1415MHz of 450 galaxies was observed with the Westerbork Synthesis Radio Telescope. 190 galaxies were detected. The survey provides data on the total intensity and on the structure of the radiation. The detection limit for point sources is 10mJy and the resolution is about 23" on average. (2 data files).

  8. Teaching Historical Skills through JSTOR: An Online Research Project for Survey Courses

    Science.gov (United States)

    Ruswick, Brent J.

    2011-01-01

    As a new Ph.D. preparing for his first university appointment in June 2006, the author began constructing World History I and II surveys for which his graduate training left him feeling underprepared. Among the myriad challenges, he sought to create a research assignment for general education students that would address a diverse range of…

  9. VizieR Online Data Catalog: The VMC survey. XIX. Classical Cepheids in SMC (Ripepi+, 2016)

    Science.gov (United States)

    Ripepi, V.; Marconi, M.; Moretti, M. I.; Clementini, G.; Cioni, M.-R.; de Grijs, R.; Emerson, J. P.; Groenewegen, M. A. T.; Ivanov, V. D.; Piatti, A. E.

    2016-07-01

    In this paper, we present results for the Classical Cepheids (CCs) included in 11 tiles (each tile is 1.5deg2 on the sky) completely or nearly completely observed, processed, and cataloged by the "VISTA near-infrared YJKs survey of the Magellanic Clouds System" (VMC) survey as of 2015 March 9 (including observations obtained until 2014 September). See Figure 1. VMC is a European Southern Observatory (ESO) public survey that is carried out with VIRCAM (VISTA InfraRed Camera) on the ESO/VISTA telescope. The scope of this paper is to present the results for the CCs in the SMC after four years of VMC observations. The SMC is known to host more than 4500 CCs, according to the OGLE III (Soszynski et al. 2010, J/AcA/60/17) and EROS 2 (Tisserand et al. 2007A&A...469..387T; Kim et al. 2014, J/A+A/566/A43) surveys. (2 data files).

  10. Understanding Audience: Using Online Surveys in First-Year Writing Courses

    Science.gov (United States)

    Lutkewitte, Claire

    2009-01-01

    Although students must understand the rhetorical medium that they use to present their proposals to their fellow classmates, they must also understand how audiences shape the rhetorical medium and shape how they create texts. Surveying audience members can help students figure out the best strategies to present their proposals and, in doing so,…

  11. VizieR Online Data Catalog: XMM-Newton Wide Angle Survey (XWAS) (Esquej+, 2013)

    Science.gov (United States)

    Esquej, P.; Page, M.; Carrera, F. J.; Mateos, S.; Tedds, J.; Watson, M. G.; Corral, A.; Ebrero, J.; Krumpe, M.; Rosen, S. R.; Ceballos, M. T.; Schwope, A.; Page, C. G.; Alonso-Herrero, A.; Caccianiga, A.; Della Ceca, R.; Gonzalez-Martin, O.; Lamer, G.; Severgnini, P.

    2017-02-01

    Optical images are available for all our fields in the SuperCOSMOS Sky Survey (Hambly et al., 2001MNRAS.326.1279H). We obtained optical multi-fibre spectroscopy of the X-ray sources with the Anglo Australian Telescope (AAT) Two Degree Field (2dF). (2 data files).

  12. Broad reach and targeted recruitment using Facebook for an online survey of young adult substance use.

    Science.gov (United States)

    Ramo, Danielle E; Prochaska, Judith J

    2012-02-23

    Studies of tobacco use and other health behaviors have reported great challenges in recruiting young adults. Social media is widely used by young adults in the United States and represents a potentially fast, affordable method of recruiting study participants for survey research. The present study examined Facebook as a mechanism to reach and survey young adults about tobacco and other substance use. Participants were cigarette users, age 18-25 years old, living throughout the United States and recruited through Facebook to complete a survey about tobacco and other substance use. Paid advertising using Facebook's Ad program over 13 months from 2010 Feb 28 to 2011 Apr 4 targeted by age (18-25), location (United States or California), language (English), and tobacco- and/or marijuana-related keywords. Facebook approved all ads. The campaign used 20 ads, which generated 28,683,151 impressions, yielding 14,808 clicks (0.7% of targeted Facebook members), at an overall cost of $6,628.24. The average cost per click on an ad was $0.45. The success of individual ads varied widely. There was a rise in both clicks and impressions as the campaign grew. However, the peak for clicks was 3 months before the peak for ad impressions. Of the 69,937,080 accounts for those age 18-25 in the United States, Facebook estimated that 2.8% (n = 1,980,240) were reached through tobacco and marijuana keywords. Our campaign yielded 5237 signed consents (35.4% of clicks), of which 3093 (59%) met criteria, and 1548 (50% of those who met criteria) completed the survey. The final cost per valid completed survey was $4.28. The majority of completed surveys came from whites (69%) and males (72%). The sample averaged 8.9 cigarettes per day (SD 7.5), 3.8 years of smoking (SD 2.9), with a median of 1 lifetime quit attempts; 48% did not intend to quit smoking in the next 6 months. Despite wide variety in the success of individual ads and potential concerns about sample representativeness, Facebook was a

  13. Genetics of the hippocampal transcriptome in mouse: a systematic survey and online neurogenomics resource

    Directory of Open Access Journals (Sweden)

    Rupert W Overall

    2009-11-01

    Full Text Available Differences in gene expression in the CNS influence behavior and disease susceptibility. To systematically explore the role of normal variation in expression on hippocampal structure and function, we generated an online microarray database for a diverse panel of strains of mice, including most common inbred strains and numerous recombinant inbred lines (www.genenetwork.org. Using this resource, coexpression networks for families of genes can be generated rapidly to test causal models related to function. The data set is optimized for quantitative trait locus (QTL mapping and was used to identify over 5500 QTLs that modulate mRNA levels. We describe a wide variety of analyses and novel synthetic approaches that take advantage of this resource, and demostrate how both the data and associated tools can be applied to the study of gene regulation in the hippocampus and relations to structure and function.

  14. Genetics of the hippocampal transcriptome in mouse: a systematic survey and online neurogenomics resource.

    Science.gov (United States)

    Overall, Rupert W; Kempermann, Gerd; Peirce, Jeremy; Lu, Lu; Goldowitz, Dan; Gage, Fred H; Goodwin, Shirlean; Smit, August B; Airey, David C; Rosen, Glenn D; Schalkwyk, Leonard C; Sutter, Thomas R; Nowakowski, Richard S; Whatley, Stephen; Williams, Robert W

    2009-01-01

    Differences in gene expression in the CNS influence behavior and disease susceptibility. To systematically explore the role of normal variation in expression on hippocampal structure and function, we generated an online microarray database for a diverse panel of strains of mice, including most common inbred strains and numerous recombinant inbred lines (www.genenetwork.org). Using this resource, coexpression networks for families of genes can be generated rapidly to test causal models related to function. The data set is optimized for quantitative trait locus (QTL) mapping and was used to identify over 5500 QTLs that modulate mRNA levels. We describe a wide variety of analyses and novel synthetic approaches that take advantage of this resource, and demonstrate how both the data and associated tools can be applied to the study of gene regulation in the hippocampus and relations to structure and function.

  15. How current are leading evidence-based medical textbooks? An analytic survey of four online textbooks.

    Science.gov (United States)

    Jeffery, Rebecca; Navarro, Tamara; Lokker, Cynthia; Haynes, R Brian; Wilczynski, Nancy L; Farjou, George

    2012-12-10

    The consistency of treatment recommendations of evidence-based medical textbooks with more recently published evidence has not been investigated to date. Inconsistencies could affect the quality of medical care. To determine the frequency with which topics in leading online evidence-based medical textbooks report treatment recommendations consistent with more recently published research evidence. Summarized treatment recommendations in 200 clinical topics (ie, disease states) covered in four evidence-based textbooks--UpToDate, Physicians' Information Education Resource (PIER), DynaMed, and Best Practice--were compared with articles identified in an evidence rating service (McMaster Premium Literature Service, PLUS) since the date of the most recent topic updates in each textbook. Textbook treatment recommendations were compared with article results to determine if the articles provided different, new conclusions. From these findings, the proportion of topics which potentially require updating in each textbook was calculated. 478 clinical topics were assessed for inclusion to find 200 topics that were addressed by all four textbooks. The proportion of topics for which there was 1 or more recently published articles found in PLUS with evidence that differed from the textbooks' treatment recommendations was 23% (95% CI 17-29%) for DynaMed, 52% (95% CI 45-59%) for UpToDate, 55% (95% CI 48-61%) for PIER, and 60% (95% CI 53-66%) for Best Practice (χ(2) (3)=65.3, P<.001). The time since the last update for each textbook averaged from 170 days (range 131-209) for DynaMed, to 488 days (range 423-554) for PIER (P<.001 across all textbooks). In online evidence-based textbooks, the proportion of topics with potentially outdated treatment recommendations varies substantially.

  16. THROUGH THE EYE OF THE CUSTOMER : A STUDY OF HOW CORPORATE BRAND IMAGE IMPACT CUSTOMER LOYALTY AND CUSTOMER SATISFACTION IN THE TRAVEL INDUSTRY

    OpenAIRE

    Ekorn, Stephanie; Khan, Silvia

    2014-01-01

    An important question in today’s research on marketing is in what way a company can influence how customers perceive their brand and in what way they can facilitate customer retention. The aim with this paper is to research the impact the corporate brand image has on customer satisfaction and customer loyalty within the travel industry to further the understanding of how branding activities influence customer preferences. By using a survey with an experimental design, where corporate brand im...

  17. THROUGH THE EYE OF THE CUSTOMER : A STUDY OF HOW CORPORATE BRAND IMAGE IMPACT CUSTOMER LOYALTY AND CUSTOMER SATISFACTION IN THE TRAVEL INDUSTRY

    OpenAIRE

    Ekorn, Stephanie; Khan, Silvia

    2014-01-01

    An important question in today’s research on marketing is in what way a company can influence how customers perceive their brand and in what way they can facilitate customer retention. The aim with this paper is to research the impact the corporate brand image has on customer satisfaction and customer loyalty within the travel industry to further the understanding of how branding activities influence customer preferences. By using a survey with an experimental design, where corporate brand im...

  18. Analysis of a Media and Online Customer Service Strategy Maternity Third-level Grade-A Hospital, Shanghai%上海市某三甲妇产专科医院媒体传播及线上客服策略分析

    Institute of Scientific and Technical Information of China (English)

    陈蕾; 段涛; 方佳伟; 于阳

    2016-01-01

    Objective:To explor the hospital media strategy and responsive customer service policy through analyzing the media habits of ob-stetric patients and the requirement characteristics of media based customer service.Methods:Basic information of obstetric patients were collect-ed by questionnaire survey of 301 prenatal and postpartum outpatients from a maternity hospital in Shanghai.Results:New media using on mobile terminals, such as mobile phones or Pads, was the highest frequency among all media forms for obstetric patients in obtaining customer services from the hospital.Obstetric patients wanted to know prenatal and postnatal heath knowledge, guidance of going to the doctors and introduction a-bout doctors.They wanted to gain the online services about getting the inspection reports, registration and making an appointment.They like using Wecat best in all the mobile phone application software.Conclusion:Utilizing integrated media strategy in communication, interaction and serv-ices to improve customer experiences for obstetric patients, increase hospital brand awareness, and gain customer trust is an effective approach in hospital branding.%目的:分析产科就诊者使用媒体的习惯以及希望基于媒体平台得到的医院信息和客户服务的需求特点,探索医院的媒体传播和线上客户服务策略. 方法:通过对上海市某三级甲等妇产专科医院301位正在产检或产后1年内的孕产妇进行方便抽样问卷调查,获得产科就诊者的基本情况、媒体使用现状和对线上客户服务的需求. 结果:新媒体特别是手机或PAD等移动终端是产科就诊者使用频率最高的媒介,就诊者希望通过此媒介得到医院提供的主要信息有孕期及产后保健和科普知识、就医攻略、医生介绍等,希望得到的线上客户服务有报告查询、挂号、门诊预约等,客户最喜欢使用的手机应用程序是微信. 结论:根据产科就诊者的特点,充分利用媒体整合

  19. Are loyal customers profitable? : customer satisfaction, customer loyalty and customer profitability at the individual level

    OpenAIRE

    Helgesen, Øyvind

    2000-01-01

    Customer satisfaction is supposed to be positively related to profitability. This conception may be called “the paradigm of customer satisfaction”. Nevertheless, only a few studies have examined this fundamental relationship. Thus, evidence for this “much talked about relationship” is questioned. In this working paper the focus is on the individual customer with respect to the relationships between customer satisfaction, customer loyalty and customer profitability at the customer level. The f...

  20. Online Course Use in New York High Schools: Results from a Survey in the Greater Capital Region. REL 2015-075

    Science.gov (United States)

    Clements, Margaret; Pazzaglia, Angela M.; Zweig, Jacqueline

    2015-01-01

    As in most states, New York does not currently have a state-level protocol for collecting data about schools' objectives or methods for offering online courses. The goals of the study conducted by the Regional Educational Laboratory Northeast and Islands' Northeast Rural Districts Research Alliance (NRDRA) were (1) to create a survey tool capable…