• The Journal of Industrial Distribution & Business
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• v.9 no.12
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• pp.7-14
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• 2018

Purpose - The core objective of the research is to explore the quality of services provided by the Nigerian health care sector that lead to know the satisfaction levels of the consumers. Research design, data, and methodology - After a meticulous literature review, the researchers administered a two part questionnaire to know the service gaps and satisfaction levels of the customers. The research carried out with a sample of 400 respondents but received only 150 responses from the residents around Adamawa state. The collected data was edited, coded, and analyzed with the SPSS latest version with the descriptive and inferential statistical tools. Results - Majority of the respondents expressed their discontentment over the responsiveness of the service providers when compared to tangibility and reliability quality variables. There is no relationship between the quality variable tangibility and overall satisfaction. Related to the overall satisfaction, 42 percent of respondents have neutral perspective indicated that they are either satisfied or dissatisfied as against the 43.3 percent of dissatisfied customers. Conclusions - This research proffers invaluable information to the entire Nigerian health-care sector to review their existing delivery of services to improve patient satisfaction. This research is first of its kind concentrated to know the quality of health-care services and customers overall satisfaction in Nigeria.

• The Korean Journal of Community Living Science
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• v.24 no.1
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• pp.119-132
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• 2013

This study aims to understand potential gender differences in the association between job characteristics and job satisfaction among older workers. The data are from 506 males and 202 females older than 55 from the first wave of the Korean Longitudinal Study of Ageing(KLoSA). Analyses focused on examining gender differences in the influences of subjective evaluation of work characteristics measured with education and skill fits of the work, work demands, customary early retirement, as well as more objective job conditions assessed with insurances by the employer, work hours, and salary on job satisfaction. Regression analyses revealed that female workers showed higher job satisfaction while job characteristics worked differently between genders to affect job satisfaction. For males, fitting the job with education and job demands were determining factors of job satisfaction, while the job with skills and work hours appeared to be significant factors for females. Results suggest that opportunities to utilize older workers' human capital and flexible working hours, especially for females workers would be helpful in promoting older adults' employment and satisfaction about their work.

• Korean Journal of Child Studies
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• v.37 no.3
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• pp.95-110
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• 2016

Objective: The purpose of this study was to develop and examine the psychometric properties of the Client Satisfaction Questionnaire on multicultural family support services. Methods: The Client Satisfaction Questionnaire was designed to address key elements of the client's satisfaction with the services (i.e., family education, gender equality education, human right education, and social integration education) provided for multicultural families. The nationwide data were collected from 5,335 clients who participated in family education, 4,582 clients who participated in gender equality education, 4,777 clients who participated in human right education, and 5,547 clients who participated in social integration education at the multicultural family support center. Results: In general, the psychometric properties of the Client Satisfaction Questionnaire were satisfactory. Specifically, social validity was supported by 13 professors and local multicultural service center professionals and construct validity was tested and confirmed using a series of exploratory and confirmatory factor analyses. The split-half reliability and internal consistency of the questionnaire were also highly acceptable. Conclusion: The sound psychometric properties of the Client Satisfaction Questionnaire indicates that the it can be a useful tool for evaluating client satisfaction with the services provided by multicultural family support centers.

• Journal of Preventive Medicine and Public Health
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• v.35 no.3
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• pp.236-244
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• 2002

Objective : To empirically investigate the relationship of internal and external customer satisfactions, service quality, and customer loyalty in medical services. Methods : This essay proposes an integrated model to explain the causality of internal and external customer satisfactions, service quality, and customer loyalty. To this end, a structural model was developed, consisting of the following factors: internal and external customer satisfactions, service quality, and customer loyalty. The study included 214 sets of data, with 107 sets being collected for both out-patients and in-patients. The data were analyzed using AMOS 4.0. Results : We found the greater the internal customer satisfaction, the greater the out-patient quality of service quality. Secondly, the greater the service quality, the greater the external customer satisfaction of both in- and out-patients. The service quality of doctors, compared to that of the nurses, had a greater effect on external customer satisfaction. Thirdly, the service quality of doctors and nurses affected both internal and external customer satisfactions, which ultimately affected the customer loyalty. Finally the greater the external customer satisfaction, the greater the customer loyalty. Conclusion : This Study confirms the positive relationship among the internal and external customer satisfactions, service quality, and customer loyalty, which proves the doctors quality of service is the primary factor for external satisfaction, and customer loyalty relating to medical services.

• Korea Journal of Hospital Management
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• v.9 no.2
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• pp.23-45
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• 2004

The objective of this study was to explore the influence of empowerment on job satisfaction and organizational commitment. The study has been conducted on 375 nurses working 6 general or university hospitals in Seoul, Korea. The data collected from April 1st to 30th, of the same month of the year 2003. For the survey tools are Chandler's CWEQ, Salvitts et al.'s(1978) Job satisfaction and Mowday et al.'s(1979) organizational commitment. The date analyzed by Pearson correlation coefficient, ANOVA, Scheffe test and multiple regression by SPSS win 10.0 program. The mean of empowerment was 2.807 job satisfaction was 2.735 and organizational commitment was 4.095. The correlation between empowerment and job satisfaction was r=0.575(p=.000) empowerment and organizational commitment was r=0.533(p=.000) organizational commitment and job satisfaction was r=0.663(p=.000). The influence of the empowerment on the job satisfaction was 33.0% and in case on the organizational commitment 28.4%. This study revealed that nurses empowerment, job satisfaction and organizational commitment were not so high, therefore each nursing organization has to concern about these points for acheiveing nursing organization's purposes.

• Culinary science and hospitality research
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• v.14 no.2
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• pp.181-192
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• 2008

The objective for this study was to clarify the relationships between perceived value, customer satisfaction, switching intention, and loyalty for foodservice. A total of 258 questionnaires were completed. Structural equation model was used to measure the causal effect. Results of the study demonstrated that the confirmatory factor analysis result for the data also indicated good model fit. The unrestricted model yielded a significantly better fit to the data than the restricted model. The influences of perceived value on customer satisfaction, switching intention and loyalty were statistically significant. The influences of customer satisfaction on switching intention and loyalty were statistically significant. Moreover, customer satisfaction played a mediating role in the relationship between perceived value and switching intention. Customer satisfaction also played a mediating role in the relationship between perceived value and loyalty. The obvious implication is the need for further consideration of similar composite models. The possible moderating effects of such individual characteristics as risk aversion, involvement, and experience/expertise, or switching cost might be relevant pursuits in future research. Finally, this research illuminates the need for additional research that considers the effect of perceived value and satisfaction on customers' decision-making and corporate profits.

• The Journal of Asian Finance, Economics and Business
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• v.8 no.1
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• pp.927-938
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• 2021

Small and Medium Enterprises (SMEs) is one of several activators that drives the economy of Indonesia because SMEs provide jobs, increase Gross Domestic Product (GDP), and assure the delivery of products and services. However, Indonesian SMEs are not very competitive in the industrial world, and one of the causes is the low quality of products that undermine customer satisfaction. There are several factors presumed as influencing customer satisfaction, which among others include product knowledge, service quality, and competitive advantage. The objective of this research is to reveal the contribution of product knowledge and service quality to customer satisfaction with competitive advantage as the mediation variable. This research used a quantitative approach. The causal relationship across variables was examined with Structural Equation Modeling-Partial Least Squares (SEM-PLS). The sample of this research involved 140 respondents. Data was collected through a questionnaire and the items in the questionnaire were processed with a software called SmartPLS version 3.3.2. Results of this research indicate (1) product knowledge and service quality can increase competitive advantage and customer satisfaction in East Java SMEs; (2) competitive advantage can act as a mediator in the effect of service quality on customer satisfaction (3) product knowledge can increase customer satisfaction but the increase is not significant statistically.

• Proceedings of the Korean Society For Composite Materials Conference
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• 2000.04a
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• pp.143-148
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• 2000

In this article, we presents multi-objective design optimization of laminated composite beam using Fuzzy programming method. At first, the two design objectives are minimizing the structural weight and maximizing the buckling load respectively. Fuzzy multi-optimization problem can be formulated based on results of single optimizations. Due to different relative importance of design objectives, membership functions are constructed by adding exponential parameters for different objective's weights. Finite element analysis of composite beam for buckling behavior are carried by Natural mode method proposed by J.Argyris and computational time of analysis can be reduced. With this scheme, a designer can conveniently obtain a compromise optimal solution of a multi-objective optimization problem only by providing some exponential parameters corresponding to the importance of the objective functions.

• Korea Journal of Hospital Management
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• v.23 no.2
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• pp.95-105
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• 2018

Objective: This study conducted an empirical research on foreign patients who had visited the medical institutions of Daegu region in order to identify the effects of the factor satisfaction and experience satisfaction with medical services on their revisit intentions. Methods: This study reviewed the existing studies on medical services to foreign patients with a main focus on medical tourism, and conducted the empirical research through a survey on foreign patients from the Russian, Chinese and English-speaking regions based on the Daegu Medical Tourism Promotion Institute's DB of foreign patients. The empirical research conducted a multiple regression analysis on factor satisfaction and experience satisfaction regarding return visit intentions. Results: The multiple regression analysis results showed that both the factor satisfaction and the experience satisfaction with medical services of foreign patients had positive effects on their return visit intentions, especially, with a relatively greater effect from the factor satisfaction. Specifically, it was found that factor satisfaction elements of 'friendliness of employees', 'good communication', and 'expertise of medical workers'; and experience satisfaction elements of 'reliability of medical information', 'efforts to minimize incompatibility towards foreigners', 'convenient access to medical information' and the like enhanced the return visit intentions. Conclusion: We discovered that, in the context of medical tourism activities, it is important to enhance factor satisfaction and experience satisfaction with medical services in order to promote return visits of the foreign patients who we once attracted. Especially, there are implications that reliability of medical information and efforts to minimize incompatibility towards foreigners enhance return visits of foreign patients.

• Journal of the Korean Society of Costume
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• v.59 no.5
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• pp.152-166
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• 2009

The purpose of this study was to propose a brand image profile by analyzing how the consumer perceived the rival brands having relative structure between corporate image, store image, and. product image. Fifty-two questions were prepared for the respondents, and 262 questionnaires were selected for analyzing. The data were analyzed by a frequency, a mean, a reliability, and a paired t-test of the SPSS 12.0. The results were as follows : 1. As influence rank of the brand image, a product image had greatest influence followed by a store image and a corporate image. 2. The factors, which were regarded as important from consumer, and satisfaction of those factors were evaluated. As a result of the analysis, the degree of satisfaction of the factors was relatively low than that of the importance. It was proved that the important factors of the brand's image and the degree of satisfaction of the factors were not the same from this study.