Search results for: satisfaction degree membership function.

Authors: Okay Gunes

Abstract:

In this article, a new method is proposed for the measuring of well-being inequality through a model composed of superimposing satisfaction waves. The displacement of households’ satisfactory state (i.e. satisfaction) is defined in a satisfaction string. The duration of the satisfactory state for a given period is measured in order to determine the relationship between utility and total satisfactory time, itself dependent on the density and tension of each satisfaction string. Thus, individual cardinal total satisfaction values are computed by way of a one-dimensional form for scalar sinusoidal (harmonic) moving wave function, using satisfaction waves with varying amplitudes and frequencies which allow us to measure wellbeing inequality. One advantage to using satisfaction waves is the ability to show that individual utility and consumption amounts would probably not commute; hence, it is impossible to measure or to know simultaneously the values of these observables from the dataset. Thus, we crystallize the problem by using a Heisenberg-type uncertainty resolution for self-adjoint economic operators. We propose to eliminate any estimation bias by correlating the standard deviations of selected economic operators; this is achieved by replacing the aforementioned observed uncertainties with households’ perceived uncertainties (i.e. corrected standard deviations) obtained through the logarithmic psychophysical law proposed by Weber and Fechner.

Keywords: Heisenberg Uncertainty Principle, superimposing satisfaction waves, Weber–Fechner law, well-being inequality.

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Authors: Ana Horvat, Maja Krsmanovic, Mladen Djuric

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Rapid growth of distance learning resulted in importance to conduct research on students- satisfaction with distance learning because differences in students- satisfaction might influence educational opportunities for learning in a relevant Web-based environment. In line with this, this paper deals with satisfaction of students with distance module at Faculty of organizational sciences (FOS) in Serbia as well as some factors affecting differences in their satisfaction . We have conducted a research on a population of 68 first-year students of distance learning studies at FOS. Using statistical techniques, we have found out that there is no significant difference in students- satisfaction with distance learning module between men and women. In the same way, we also concluded that there is a difference in satisfaction with distance learning module regarding to student-s perception of opportunity to gain knowledge as the classic students.

Keywords: distance learning, students' satisfaction

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Authors: N. Praveen Kumar, Abhijit Mitra, C. Ardil

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Decision feedback equalizers are commonly employed to reduce the error caused by intersymbol interference. Here, an adaptive decision feedback equalizer is presented with a new adaptation algorithm. The algorithm follows a block-based approach of normalized least mean square (NLMS) algorithm with set-membership filtering and achieves a significantly less computational complexity over its conventional NLMS counterpart with set-membership filtering. It is shown in the results that the proposed algorithm yields similar type of bit error rate performance over a reasonable signal to noise ratio in comparison with the latter one.

Keywords: Decision feedback equalizer, Adaptive algorithm, Block based computation, Set membership filtering.

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Authors: Ju-Chun Chien

Abstract:

The validity of Herzberg-s Two-Factor Theory of Motivation was tested empirically by surveying 2372 chemical fiber employees in 2012. In the valid sample of 1875 respondents, the degree of overall job satisfaction was more than moderate. The most highly valued components of job satisfaction were: “corporate image," “collaborative working atmosphere," and “supervisor-s expertise"; whereas the lowest mean score was 34.65 for “job rotation and promotion." The top three job retention options rated by the participants were “good image of the enterprise," “good compensation," and “workplace is close to my residence." The overall evaluation of the level of thriving facilitation workplace reached almost to “mostly agree." For those participants who chose at least one motivator as their job retention options had significantly greater job satisfaction than those who chose only hygiene factors as their retention options. Therefore, Herzberg-s Two-Factor Theory of Motivation was proven valid in this study.

Keywords: Employee job satisfaction, Job retention, Traditional business, Two-factor theory of motivation.

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Authors: M.A. Lazim, M. Suriani

Abstract:

Knowing consumers' preferences and perceptions of the sensory evaluation of drink products are very significant to manufacturers and retailers alike. With no appropriate sensory analysis, there is a high risk of market disappointment. This paper aims to rank the selected coffee products and also to determine the best of quality attribute through sensory evaluation using fuzzy decision making model. Three products of coffee drinks were used for sensory evaluation. Data were collected from thirty judges at a hypermarket in Kuala Terengganu, Malaysia. The judges were asked to specify their sensory evaluation in linguistic terms of the quality attributes of colour, smell, taste and mouth feel for each product and also the weight of each quality attribute. Five fuzzy linguistic terms represent the quality attributes were introduced prior analysing. The judgment membership function and the weights were compared to rank the products and also to determine the best quality attribute. The product of Indoc was judged as the first in ranking and 'taste' as the best quality attribute. These implicate the importance of sensory evaluation in identifying consumers- preferences and also the competency of fuzzy approach in decision making.

Keywords: fuzzy decision making, fuzzy linguistic, membership function, sensory evaluation,

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Authors: S. H. Yahaya, J. M. Ali, T.A. Abdullah

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The exploration of this paper will focus on the Cshaped transition curve. This curve is designed by using the concept of circle to circle where one circle lies inside other. The degree of smoothness employed is curvature continuity. The function used in designing the C-curve is Bézier-like cubic function. This function has a low degree, flexible for the interactive design of curves and surfaces and has a shape parameter. The shape parameter is used to control the C-shape curve. Once the C-shaped curve design is completed, this curve will be applied to design spur gear tooth. After the tooth design procedure is finished, the design will be analyzed by using Finite Element Analysis (FEA). This analysis is used to find out the applicability of the tooth design and the gear material that chosen. In this research, Cast Iron 4.5 % Carbon, ASTM A-48 is selected as a gear material.

Keywords: Bézier-like cubic function, Curvature continuity, Cshapedtransition curve, Spur gear tooth.

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Authors: Ebrahim Abbasi, Amir Abouec

Abstract:

In this research, the researchers have managed to design a model to investigate the current trend of stock price of the "IRAN KHODRO corporation" at Tehran Stock Exchange by utilizing an Adaptive Neuro - Fuzzy Inference system. For the Longterm Period, a Neuro-Fuzzy with two Triangular membership functions and four independent Variables including trade volume, Dividend Per Share (DPS), Price to Earning Ratio (P/E), and also closing Price and Stock Price fluctuation as an dependent variable are selected as an optimal model. For the short-term Period, a neureo – fuzzy model with two triangular membership functions for the first quarter of a year, two trapezoidal membership functions for the Second quarter of a year, two Gaussian combination membership functions for the third quarter of a year and two trapezoidal membership functions for the fourth quarter of a year were selected as an optimal model for the stock price forecasting. In addition, three independent variables including trade volume, price to earning ratio, closing Stock Price and a dependent variable of stock price fluctuation were selected as an optimal model. The findings of the research demonstrate that the trend of stock price could be forecasted with the lower level of error.

Keywords: Stock Price forecast, membership functions, Adaptive Neuro-Fuzzy Inference System, trade volume, P/E, DPS.

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Authors: SeHun Lim, Sanghoon Kim, Sun-Tae Chung, Seongwon Cho

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Face authentication for access control is a face membership authentication which passes the person of the incoming face if he turns out to be one of an enrolled person based on face recognition or rejects if not. Face membership authentication belongs to the two class classification problem where SVM(Support Vector Machine) has been successfully applied and shows better performance compared to the conventional threshold-based classification. However, most of previous SVMs have been trained using image feature vectors extracted from face images of each class member(enrolled class/unenrolled class) so that they are not robust to variations in illuminations, poses, and facial expressions and much affected by changes in member configuration of the enrolled class In this paper, we propose an effective face membership authentication method based on SVM using class discriminating features which represent an incoming face image-s associability with each class distinctively. These class discriminating features are weakly related with image features so that they are less affected by variations in illuminations, poses and facial expression. Through experiments, it is shown that the proposed face membership authentication method performs better than the threshold rule-based or the conventional SVM-based authentication methods and is relatively less affected by changes in member size and membership.

Keywords: Face Authentication, Access control, member ship authentication, SVM.

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Authors: Anne M. Sørebø, Øystein Sørebø

Abstract:

The present study was designed to test the influence of confirmed expectations, perceived usefulness and perceived competence on e-learning satisfaction among university teachers. A questionnaire was completed by 125 university teachers from 12 different universities in Norway. We found that 51% of the variance in university teachers- satisfaction with e-learning could be explained by the three proposed antecedents. Perceived usefulness seems to be the most important predictor of teachers- satisfaction with e-learning.

Keywords: E-learning, User satisfaction, Teachers, IS success.

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Authors: Maziyar Nouraee

Abstract:

Today, quality improvement is an essential manner that is notified primarily as an essence in industry, manufacturing, health and education. Whenever quality is noticed as a criterion, then it results into empowering managers and job satisfaction of staffs. The research is aimed to evaluate the rate of relationship between TQM executions toward rate of empowering and satisfaction of staff paper mill in Isfahan. Results showed that there is a meaningful relationship between TQM, empowerment and satisfaction and even between TQM and empowerment dimensions; total quality management can perfectly predict empowerment and job satisfaction.      

Keywords: TQM (total quality management), Empowerment, Job Satisfaction.

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Authors: S. P. Sharma, Monica Rani

Abstract:

In conventional reliability assessment, the reliability data of system components are treated as crisp values. The collected data have some uncertainties due to errors by human beings/machines or any other sources. These uncertainty factors will limit the understanding of system component failure due to the reason of incomplete data. In these situations, we need to generalize classical methods to fuzzy environment for studying and analyzing the systems of interest. Fuzzy set theory has been proposed to handle such vagueness by generalizing the notion of membership in a set. Essentially, in a Fuzzy Set (FS) each element is associated with a point-value selected from the unit interval [0, 1], which is termed as the grade of membership in the set. A Vague Set (VS), as well as an Intuitionistic Fuzzy Set (IFS), is a further generalization of an FS. Instead of using point-based membership as in FS, interval-based membership is used in VS. The interval-based membership in VS is more expressive in capturing vagueness of data. In the present paper, vague set theory coupled with conventional Lambda-Tau method is presented for reliability analysis of repairable systems. The methodology uses Petri nets (PN) to model the system instead of fault tree because it allows efficient simultaneous generation of minimal cuts and path sets. The presented method is illustrated with the press unit of the paper mill.

Keywords: Lambda -Tau methodology, Petri nets, repairable system, vague fuzzy set.

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Authors: Ahmad T. Al-Taani, Noor Aldeen K. Al-Awad

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In this study, a fuzzy similarity approach for Arabic web pages classification is presented. The approach uses a fuzzy term-category relation by manipulating membership degree for the training data and the degree value for a test web page. Six measures are used and compared in this study. These measures include: Einstein, Algebraic, Hamacher, MinMax, Special case fuzzy and Bounded Difference approaches. These measures are applied and compared using 50 different Arabic web pages. Einstein measure was gave best performance among the other measures. An analysis of these measures and concluding remarks are drawn in this study.

Keywords: Text classification, HTML documents, Web pages, Machine learning, Fuzzy logic, Arabic Web pages.

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Authors: Faisal Ali, Mansoor Shuakat, Lirong Cui, Helena Uhde, Rabia Riasat, Janeth J. Marwa

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HR is a department that enhances the power of employee performance in regard with their services, and to make the organization strategic objectives. The main concern of HR department is to organize people, focus on policies and their system. The empirical study shows the relationship between HRM (Human Resource Management practices) and their Job Satisfaction. The Hypothesis is testing on a sample of overall 320 employees of 5 different Pharmaceutical departments of different organizations in Pakistan. The important thing as Relationship of Job satisfaction with HR Practices, Impact on Job Satisfaction with HR Practices, Participation of Staff of Different Departments, HR Practices effects the Job satisfaction, Recruitment or Hiring and Selection effects the Job satisfaction, Training and Development, Performance and Appraisals, Compensation affects the Job satisfaction , and Industrial Relationships affects the Job satisfaction. After finishing all data analysis, the conclusion is that lots of Job related activities raise the confidence of Job satisfaction of employees with their salary and other benefits.

Keywords: HRM, HR practices, job satisfaction, TQM.

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Authors: Ahmad T. Al-Taani, Noor Aldeen K. Al-Awad

Abstract:

In this study, a fuzzy similarity approach for Arabic web pages classification is presented. The approach uses a fuzzy term-category relation by manipulating membership degree for the training data and the degree value for a test web page. Six measures are used and compared in this study. These measures include: Einstein, Algebraic, Hamacher, MinMax, Special case fuzzy and Bounded Difference approaches. These measures are applied and compared using 50 different Arabic web-pages. Einstein measure was gave best performance among the other measures. An analysis of these measures and concluding remarks are drawn in this study.

Keywords: Text classification, HTML, web pages, machine learning, fuzzy logic, Arabic web pages.

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Authors: Chananchida Yuktirat, Nichanant Sermsri

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The objectives of this research were to design and develop foot massage plate from coconut shell. The research investigated on the satisfaction of the users on the developed foot massage plate on 4 aspects; usage, practical in use, safety, and materials & production process. The sample group included 64 people joining the service at Wat Paitan Health Center, Bangkok. The samples were randomly tried on the massage plate and evaluated according to the 4 aspects. The data were analyzed to find mean, percentage, and standard deviation. The result showed that the overall satisfaction was at good level (mean = 3.80). When considering in details, it was found that the subjects reported their highest satisfaction on the practical usage (mean = 4.16), followed by safety (mean = 3.82); then, materials and production process (mean = 3.78). The least satisfaction aspect was on function and usage (mean = 3.45) or moderate level.

Keywords: Coconut Shell, Design, Foot Massage, Foot Massage Plate.

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Authors: M. Arefi, A.M. Amini, K. Fallahi

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One of the basic concepts in marketing is the concept of meeting customers- needs. Since customer satisfaction is essential for lasting survival and development of a business, screening and observing customer satisfaction and recognizing its underlying factors must be one of the key activities of every business. The purpose of this study is to recognize the drivers that effect customer satisfaction in a business-to-business situation in order to improve marketing activities. We conducted a survey in which 93 business customers of a manufacturer of Diesel Generator in Iran participated and they talked about their ideas and satisfaction of supplier-s services related to its products. We developed the measures for drivers of satisfaction first by as investigative research (by means of feedback from executives and customers of sponsoring firm). Then based on these measures, we created a mail survey, and asked the respondents to explain their opinion about the sponsoring firm which was a supplier of diesel generator and similar products. Furthermore, the survey required the participants to mention their functional areas and their company features. In Conclusion we found that there are three drivers for customer satisfaction, which are reliability, information about product, and commercial features. Buyers/users from different functional areas attribute different degree of importance to the last two drivers. For instance, people from buying and management areas believe that commercial features are more important than information about products. But people in engineering, maintenance and production areas believe that having information about products is more important than commercial aspects. Marketing experts should consider the attribute of customers regarding information about the product and commercial features to improve market share.

Keywords: B2B, Customer satisfaction, Commercial, Industry.

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Authors: S. Ben Chaabane, M. Sayadi, F. Fnaiech, E. Brassart

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In this paper we propose a new knowledge model using the Dempster-Shafer-s evidence theory for image segmentation and fusion. The proposed method is composed essentially of two steps. First, mass distributions in Dempster-Shafer theory are obtained from the membership degrees of each pixel covering the three image components (R, G and B). Each membership-s degree is determined by applying Fuzzy C-Means (FCM) clustering to the gray levels of the three images. Second, the fusion process consists in defining three discernment frames which are associated with the three images to be fused, and then combining them to form a new frame of discernment. The strategy used to define mass distributions in the combined framework is discussed in detail. The proposed fusion method is illustrated in the context of image segmentation. Experimental investigations and comparative studies with the other previous methods are carried out showing thus the robustness and superiority of the proposed method in terms of image segmentation.

Keywords: Fuzzy C-means, Color image, data fusion, Dempster-Shafer's evidence theory

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Authors: Nedra Bahri-Ammari

Abstract:

Literature review revealed the importance of the adoption of marketing Relationship for loyalty and retaining profitable customer (Customer Relationship Management). LPQ satisfaction will reinforce the loyalty and customer brand attachment. Customer will communicate the operator to others. The focus of this study is to examine the relationship between the LPPQ and the WOM recommendations through: customer satisfaction, loyalty and attachment. The results show that LPQ affect positively the satisfaction, negatively the loyalty. LPQ has an indirectly effect on WOM recommendations but through the satisfaction and attachment. The mediating effect of satisfaction in the relationship between LPQ and Loyalty is rejected. This finding can be explained by the nature of mobile sector in Tunisia.

Keywords: Attachment, Loyalty program quality, satisfaction, WOM

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Authors: Hironobu Murayama, Shohei Shimizu, Masakazu Ohnuki, Hisanori Mihara, Tohru Kanada

Abstract:

Disordered function of maniphalanx and difficulty with ambulation will occur insofar as a human has a failure in the spinal marrow. Cervical spondylotic myelopathy as one of the myelopathy emanates from not only external factors but also increased age. In addition, the diacrisis is difficult since cervical spondylotic myelopathy is evaluated by a doctor-s neurological remark and imaging findings. As a quantitative method for measuring the degree of disability, hand-operated triangle step test (for short, TST) has formulated. In this research, a full automatic triangle step counter apparatus is designed and developed to measure the degree of disability in an accurate fashion according to the principle of TST. The step counter apparatus whose shape is a low triangle pole displays the number of stepping upon each corner. Furthermore, the apparatus has two modes of operation. Namely, one is for measuring the degree of disability and the other for rehabilitation exercise. In terms of usefulness, clinical practice should be executed before too long.

Keywords: Cervical spondylotic myelopathy, disorder of lower limbs, measuringfunction, rehabilitation function, full automatic apparatus, triangle step test.

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Authors: R. Öztürk

Abstract:

Experiential marketing is one of the marketing approaches that offer an exceptional framework to integrate elements of experience and entertainment in a product or service. Experiential marketing is defined as a memorable experience that goes deeply into the customer’s mind. Besides that, customer satisfaction is defined as an emotional response to the experiences provided by and associated with particular products or services purchased. Thus, experiential marketing activities can affect the level of customer satisfaction and loyalty. In this context, the research aims to explore the relationship among experiential marketing, customer satisfaction and customer loyalty among the cosmetic products customers in Konya. The partial least squares (PLS) method is used to analyze the survey data. Findings of the present study revealed that experiential marketing has been a significant predictor of customer satisfaction and customer loyalty, and also experiential marketing has a significantly positive effect on customer satisfaction and customer loyalty.

Keywords: Customer satisfaction, customer loyalty, experiential marketing.

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Authors: Ricardo C. Silva, Luiza A. P. Cantao, Akebo Yamakami

Abstract:

Based on the fuzzy set theory this work develops two adaptations of iterative methods that solve mathematical programming problems with uncertainties in the objective function and in the set of constraints. The first one uses the approach proposed by Zimmermann to fuzzy linear programming problems as a basis and the second one obtains cut levels and later maximizes the membership function of fuzzy decision making using the bound search method. We outline similarities between the two iterative methods studied. Selected examples from the literature are presented to validate the efficiency of the methods addressed.

Keywords: Fuzzy Theory, Nonlinear Optimization, Fuzzy Mathematics Programming.

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Authors: Cheng Fang Hsu, Shinn-Jong Lin

Abstract:

This paper aims at a new challenge of customer satisfaction on mobile customer relationship management. In this paper presents a conceptualization of mCRM on its unique characteristics of customer satisfaction. Also, this paper develops an empirical framework in conception of customer satisfaction in mCRM. A single-case study is applied as the methodology. In order to gain an overall view of the empirical case, this paper accesses to invisible and important information of company in this investigation. Interview is the key data source form the main informants of the company through which the issues are identified and the proposed framework is built. It supports the development of customer satisfaction in mCRM; links this theoretical framework into practice; and provides the direction for future research. Therefore, this paper is very useful for the industries as it helps them to understand how customer satisfaction changes the mCRM structure and increase the business competitive advantage. Finally, this paper provides a contribution in practice by linking a theoretical framework in conception of customer satisfaction in mCRM for companies to a practical real case.

Keywords: Customer Satisfaction; mCRM; MobileCommunication.

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Authors: Tooba Qasim, Uzma Javed, Muhammad Safder Shafi

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This study empirically examines the differentiating impact of challenge-hindrance stressors on turnover intention through job satisfaction in IT industry of Pakistan. Moreover, perceived job alternatives were tested as a moderator in the relationship between job satisfaction and turnover intention. Primary data was collected from 186 randomly selected IT professionals, working in project-based IT organizations of Islamabad and Rawalpindi. Results indicated significant: (1) positive relationship between challenge stressors and job satisfaction, (2) negative relationship between hindrance stressors and job satisfaction, (3) negative relationship between job satisfaction and turnover intention, (4) Job satisfaction fully mediates the relationship between challenge stressor and turnover intention, (5) Job satisfaction partially mediates the relationship between hindrance stressor and turnover intention. However, it was observed that perceived job alternatives do not have any moderating effect. Proper balancing of two stressors may help top management to increase the job satisfaction and reduce the turnover intention of IT professionals.

Keywords: Challenge Stressors, Hindrance Stressors, Job Satisfaction, Perceived Job Alternatives, Project-based organizations, Turnover Intention.

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Authors: Olga V. Krivobokova

Abstract:

A major goal of any enterprise is to create a ratings system of customer satisfaction, goods and services. It is obvious that the company cannot change what is not measured. In order to get a clearer picture of the preferences of the major consumer groups, this stage should be based on extensive research, including a variety of interviews and surveys. It is necessary to know the key benefits, which determine customer satisfaction in the market segment, of the properties of certain goods and services. It is important to estimate the terms of these preferences from the viewpoint of the client. This article discusses the importance of customer satisfaction, and ways of assessing it.

Keywords: Costs, customer, evaluation, organization, producer, quality management, satisfaction.

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Authors: Ikilem Gocek, Senem Kursun, Yesim Iridag Beceren

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The customer satisfaction for textile sector carries great importance like the customer satisfaction for other sectors carry. Especially, if it is considered that gaining new customers create four times more costs than protecting existing customers from leaving, it can be seen that the customer satisfaction plays a great role for the firms. In this study the affecting independent variables of customer satisfaction are chosen as brand image, perceived service quality and perceived product quality. By these independent variables, it is investigated that if any differences exist in perception of customer satisfaction according to the Turkish textile consumers in the view of gender. In data analysis of this research the SPSS program is used.

Keywords: Customer satisfaction, textile industry, brand image, service quality, product quality, gender.

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Authors: M. Haghighi, M. Zowghi, B. Zohouri

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Quality Function Deployment (QFD) is an expounded, multi-step planning method for delivering commodity, services, and processes to customers, both external and internal to an organization. It is a way to convert between the diverse customer languages expressing demands (Voice of the Customer), and the organization-s languages expressing results that sate those demands. The policy is to establish one or more matrices that inter-relate producer and consumer reciprocal expectations. Due to its visual presence is called the “House of Quality" (HOQ). In this paper, we assumed HOQ in multi attribute decision making (MADM) pattern and through a proposed MADM method, rank technical specifications. Thereafter compute satisfaction degree of customer requirements and for it, we apply vagueness and uncertainty conditions in decision making by fuzzy set theory. This approach would propound supervised neural network (perceptron) for MADM problem solving.

Keywords: MADM, fuzzy set, QFD, supervised neural network (perceptron).

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Authors: Silva, Fátima, Fernandes, Paula Odete

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The future of Higher Education Institutions (HEI) depend on their ability to attract and retain students, increase recognition and prestige. In order to respond to the 'customers' increasingly demanding, HEI need to identify the key factors that influence the satisfaction of a 'customers', thereby creating competitive advantages. These determinants of satisfaction are important elements that guide the strategy of an institution and allow the successful achievement of strategic plans, both teaching and administrative, to offer their ‘costumers’ services and products with higher quality. Following this way of thinking, the purpose of this study was to evaluate the satisfaction with the service quality of the School of Technology and Management of Bragança (ESTiG), of the Polytechnic Institute of Bragança, identifying, thus, the dimensions related to the quality of services that might influence students' satisfaction. The results showed that, in general, the students are satisfied with the performance of ESTiG.

Keywords: Customer Satisfaction, Higher Education Institutions, Importance-Satisfaction Model.

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Authors: V. Chitra, R. S. Prabhakar

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Because of the low maintenance and robustness induction motors have many applications in the industries. The speed control of induction motor is more important to achieve maximum torque and efficiency. Various speed control techniques like, Direct Torque Control, Sensorless Vector Control and Field Oriented Control are discussed in this paper. Soft computing technique – Fuzzy logic is applied in this paper for the speed control of induction motor to achieve maximum torque with minimum loss. The fuzzy logic controller is implemented using the Field Oriented Control technique as it provides better control of motor torque with high dynamic performance. The motor model is designed and membership functions are chosen according to the parameters of the motor model. The simulated design is tested using various tool boxes in MATLAB. The result concludes that the efficiency and reliability of the proposed speed controller is good.

Keywords: Induction motor, Field Oriented Control, Fuzzy logic controller, Maximum torque, Membership function.

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Authors: S. Anastasiou, C. Nathanailides

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The purpose of this study is to examine the possible link between employee and customer satisfaction. The service provided by employees, help to build a good relationship with customers and can help at increasing their loyalty. Published data for job satisfaction and indicators of customer services of banks were gathered from relevant published works which included data from five different countries. The scores of customers and employees satisfaction of the different published works were transformed and normalized to the scale of 1 to 100. The data were analyzed and a regression analysis of the two parameters was used to describe the link between employee’s satisfaction and customer’s satisfaction. Assuming that employee satisfaction has a significant influence on customer’s service and the resulting customer satisfaction, the reviewed data indicate that employee’s satisfaction contributes significantly on the level of customer satisfaction in the Banking sector. There was a significant correlation between the two parameters (Pearson correlation R2=0.52 P<0.05). The reviewed data indicate that published data support the hypothesis that practical evidence link these two parameters. During the recent global economic crisis, the financial services sector was affected severely and job security, remuneration and recruitment of personnel of banks was in many countries, including Greece, significantly reduced. Nevertheless, modern organizations should always consider their personnel as a capital, which is the driving force for success in the future. Appropriate human resource management policies can increase the level of job satisfaction of the personnel with positive consequences for the level of customer’s satisfaction.

Keywords: Job satisfaction, job performance, customer service, banks, human resources management.

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Authors: Cheng-Yu Tsai, Li-Wei Liu, Ming-Tsang Wu

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This study sought to determine whether there were relationships existed among leisure satisfaction, self-esteem, and spiritual wellness. Four hundred survey instruments were distributed, and 334 effective instruments were returned, for an effective rate of 83.5%. The participants were recruited from a purposive sampling that subjects were at least 60 years of age and retired in Tainan City, Taiwan. Three instruments were used in this research: Leisure Satisfaction Scale (LSS), Self-Esteem Scale (SES), and Spirituality Assessment Scale (SAS). The collected data were analyzed statistically. The findings of this research were as follows: 1. There is significantly correlated between leisure satisfaction and spiritual wellness. 2. There is significantly correlated between leisure satisfaction and self-esteem. 3. There is significantly correlated between spiritual wellness and self-esteem.

Keywords: Leisure satisfaction, spiritual wellness, self-esteem.

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