Search results

1

Multinomial modelling of customer satisfaction in the education sector

100%

Gwelo A. S.

Journal of Economics and Management

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2019

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vol. 35

63-79

EN

Aim/purpose – This paper aims at analysing the influence of the quality of services offered by higher learning institutions on student satisfaction. Design methodology/approach – Stratification sampling design was utilised to select a representative sample of 606 students from different schools/faculties of Mzumbe University in Tanzania. Data were collected using the closed questionnaire. The data were then processed and analysed through the prediction of categories of response variables of satisfaction against several explanatory variables using multinomial logistic regression model. Findings – The results indicated that responsiveness, reliability, tangibility, assurance and empathy variables have significant influence on student satisfaction. The study concluded that improving services on these variables is bound to lead to maximisation of satisfaction which would result into increased students’ enrolment. Research implications/limitation – The findings of the investigation reveal further that apart from competence and attitude of lectures, teaching facilities was another important criterion for satisfaction. Originality/value/contribution – Understanding the quality of services offered by higher learning institution is imperative for the development of any institution. This paper serves as a bench mark in evaluating the quality of services as perceived by students.

2

Satisfaction with nursing care provided to patients who have undergone surgery for neoplastic disease

100%

Gorari A., Theodosopoulou E.

Progress in Health Sciences

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2015

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vol. 5

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issue 1

29-41

EN

Purpose: To investigate satisfaction of cancer patients, who have undergone cancer surgery, with nursing care and the association of patient satisfaction with demographic and clinical characteristics. Materials and methods: The study population consisted of 181 patients with cancer who have undergone surgery and were hospitalized in clinics of University General Hospital of Greece. The instrument used in the study was the «Measurement of patient satisfaction scale» (MPSS). The model of multiple linear regression was used with the method of backward stepwise linear regression. Results: The results of the study showed that patients were overall satisfied with nursing care. The areas they were less satisfied were «Resting time», «Information», «Education», «Personal preferences» and «opportunities for participation in care». The patient satisfaction had a statistically significant association with the following characteristics of the patients: (a) patient education, less educated patients showed higher levels of satisfaction (p<0.001) and (b) the hospitalization at the chemotherapy clinic, patients hospitalized at chemotherapy clinic showed higher levels of satisfaction than patients hospitalized in the other two clinics (p=0.002). Also, there was a statistically significant association between the patients education level and the item «I wish nurses have knowledge about alternative methods of dealing with some disease symptoms» (r=-0.22, p=0.003). Conclusions: The training of the nursing staff that work in clinics where patients with cancer are hospitalized, is necessary not only at a scientific level but also at a communication level. The satisfaction of surgical patients with cancer should be continually evaluated in order to assess patients’ needs, to improve poor or problematic aspects of care and to manage patients’ personalized and expressed needs.

3

Satisfaction Drivers in Retail Banking: Comparison of Partial Least Squares and Covariance Based Methods

63%

Oleksiak M.

Central European Journal of Economic Modelling and Econometrics

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2009

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issue 1

4

Ohlasy satisfakční teorie ve spise Richarda ze Sv. Viktora Ad me clamat ex Seir

63%

Bužek R.

Studia theologica

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2014

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vol. 4

41-58

EN

In his celebrated writing Cur Deus homo, Anselm of Canterbury († 1109) proposed the first systematical treatise on Christian soteriology in history. The greatest influence of Cur Deus homo lies in the concept of Christ’s redemption which is interpreted as satisfaction, with this being the specific idea which continues to attract the attention of theologians. One of the first promoters of Anselm’s idea was Richard of Saint‑Victor († 1173), who, in his work Ad me clamat ex Seir, focused on the idea of satisfaction in connection with the additional soteriological questions. In comparison with Anselm’s, however, Richard’s concept of satisfaction is extremely different. This article deals with the relationship between Anselm’s and Richard’s thinking in general, but also focuses on the acceptance of Anselm’s thinking in Ad me clamat ex Seir and analyses the acceptance of the term satisfaction as a soteriological category in Richard’s writing. It also mentions those aspects of Richard’s work which are original and the solutions to the aforesaid questions which he proposes.

5

Zarządzanie reklamacjami na rynku usług turystycznych z perspektywy kompetencji personelu biur podróży

63%

Berger M., Mitręga M.

Studia Ekonomiczne

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2016

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vol. 254

9-18

PL

Sposób, w jaki firma obsługuje reklamacje klientów, istotnie wpływa na jakość relacji między firmą a klientami. Sytuacja reklamacyjna, w zależności od skuteczności podejmowanych przez przedsiębiorstwo działań, może przynieść wiele destruktywnych lub konstruktywnych rezultatów. W zarządzaniu reklamacjami nieodzowną rolę pełnią tzw. pracownicy pierwszej linii, którzy reprezentują przedsiębiorstwo. W artykule przedstawiono wyniki badań empirycznych w zakresie wpływu kompetencji personelu w sytuacji reklamacyjnej na satysfakcję klienta z relacji z firmą oraz skłonność klienta do odejścia od firmy.

EN

The way the company handles its customer complaint influences significantly on customer relationship quality. The complaint situation, if managed properly, can bring several positive outcomes for the focal company. In this area, so-called front-line employees are of crucial importance, because they represent the company to the customer. This article presents the results of empirical research devoted to testing an influence of perceived personnel competencies on the customer satisfaction and customer’s inclination to leave the company in the context of complaint situation.

6

Relationships and Trust in Perceiving Price Fairness: An Exploratory Study

63%

Michael B. H.

Economics and Business Review

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2016

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vol. 2(16)

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issue 2

EN

This paper explores the interrelationship of those human factors which influence the perception of price fairness. Previous empirical research reveals that these factors include in addition to human perception, also attitudes, satisfaction, relationships and trust. Past studies focused on isolated, individual components in specific contexts but not on how these components are interrelated and affect one another. In line with Systems Theory this paper investigates the interrelationship of these components. Since positive relationships create more trust greater tolerance for divergence emerges. Hence expectations are more likely to be confirmed which increases satisfaction and improves relationships which, in turn, has a positive impact on perceived price fairness.

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1 Central European Journal of Economic Modelling and Econometrics

1 Economics and Business Review

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1 Progress in Health Sciences

1 Studia Ekonomiczne

1 Studia theologica

1 Berger M.

1 Bužek R.

1 Gorari A.

1 Gwelo A. S.

1 Michael B. H.

1 Mitręga M.

1 Oleksiak M.

1 Theodosopoulou E.

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