Search results for: student satisfaction.

Authors: Shahin Dezdar

Abstract:

Over the past few years, companies in developing countries have implemented enterprise resource planning (ERP) systems. Regardless of the various benefits of the ERP system, its adoption and implementation have not been without problems. Many companies have assigned considerable organizational resources to their ERP projects, but have encountered unexpected challenges. Neglecting a number of important factors in ERP projects might lead to failure instead of success. User satisfaction is among those factors that has a major influence on ERP implementation success. So, this paper intends to investigate the key factors that create ERP users- satisfaction and to discover whether ERP users- satisfaction varies among different users- profiles. The study was conducted using a survey questionnaire which was distributed to ERP users in Iranian organizations. A total of 384 responses were collected and analyzed. The findings indicated that younger ERP users tend to be more satisfied with ERP systems. Furthermore, ERP users with more experiences in IT and also more educated users have more satisfaction with ERP softwares. However, the study found no satisfaction differences between men and women users.

Keywords: ERP, Enterprise resource planning, User satisfaction, Iran, Developing country

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Authors: Tung-Liang Chen, Ming - Yi Huang, Tchiu-Hui Su

Abstract:

This study investigates the relationships between Work Motivation, Work Stress, and Job Satisfaction toward cross-strait employees. The target subjects are three manufacturing firms in Mainland China and Taiwan. Out of 450 distributed surveys, 352 valid surveys were obtained with the response rate of 78.22%.The findings have addressed three main pull factors toward cross-strait employees in choosing jobs, which are (1) high level of firm stability, (2) good firm image, and (3) good employee benefits. In addition, various employee attributes exert different impacts on Work Motivation, Work Stress, and Job Satisfaction. The comparison between expected and actual perceived Job Satisfaction toward cross-strait employees shows that “salary" ranks highest regarding expected Job Satisfaction whereas “co-worker relationship" ranks highest regarding actual perceived Job Satisfaction, which implies actual perceived Job Satisfaction do not match employee expectations. Therefore, this research further concludes that there exists differences between employees- expected and actual perceived Job Satisfaction.

Keywords: Cross-strait, job satisfaction, work motivation, work stress

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Authors: Nipon Sasithornsaowapa

Abstract:

The objective of this research was to study the career success and the satisfaction of female executives working for schools in Bangkok, Thailand. This paper drew upon the survey data collected from 68 female executives. The survey conducted in on Bangkok schools. The statistics utilized in this paper included percentage, mean, standard deviation as well as t-test. The findings revealed that the majority of samples had more than 30 years of experience, held a master degree, and had an average income of less than 40,000 baht. The majority of respondents worked not more than 50 hours per week. In addition, the mean score revealed career development was ranked as their number one career satisfaction and having a job related to education was ranked as their number one job satisfaction. Also, the mean score of all categories of satisfaction was 4.61 with standard deviation of 1.677 which indicated that female executive level of satisfaction was high. In terms of the subjectivity career success, the hypothesis testing’s result disclosed that female executives with different married status had a difference in their job satisfaction which was significant at the 0.05 confidence level.

Keywords: Female executives, Career Success, Satisfaction.

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Authors: Kongrit Jittangthammagul, Sakesun Yampinij, Thapanee Endoo, Nattapong Kramwong

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The study entitled “The Construction of Interactive Computer Multimedia Instruction on Basic Japanese Vocabulary" was aimed: 1) To construct the interactive computer multimedia instruction on Basic Japanese Vocabulary, 2) To find out multimedia-s quality, 3) To examine the student-s satisfaction and 4) To study the learning achievement in Basic Japanese vocabulary. The sampling group used in this study was composed of 40 1st year student in Educational Communications and Technology Department, Faculty of Industrial Education and Technology, King Mongkut-s University of Technology Thonburi, in the academic year 2553 B.E. (2010). According to research results, we found that 1). The quality assessment by 3 mass media experts was at 4.72 on average or at high level. 2) In terms of contents, the evaluation by 3 experts was at 4.81 on average or at high level. 3) In terms of achievement, there was a statistical significance between before and after the treatment at the .05 level. 4) The satisfaction of students towards the interactive computer multimedia Instruction on “Basic Japanese Vocabulary" was 4.35 on average, or at high level.

Keywords: Interactive Computer Multimedia on Basic Japanese Vocabulary, Learning Achievement, Quality

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Authors: Sumalee B., Sirinapa L., Jenjira T., Jr., Setasak S.

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The paper describes ergonomics problems trend of student at B5101 classroom building 2, Suranaree University of Technology. The objective to survey ergonomics problems and effect from use chairs for sitting in class room. The result from survey method 100 student they use lecture chair for sitting in classroom more than 2 hours/ day by RULA[1]. and Body discomfort survey[2]. The result from Body discomfort survey contribute fatigue problems at neck, lower back, upper back and right shoulder 2.93, 2.91, 2.33, 1.75 respectively and result from RULA contribute fatigue problems at neck, body and right upper arm 4.00, 3.75 and 3.00 respectively are consistent. After that the researcher provide improvement plan for design new chair support student fatigue reduction by prepare data of sample anthropometry and design ergonomics chair prototype 3 unit. Then sample 100 student trial to use new chair and evaluate again by RULA, Body discomfort and satisfaction. The result from trial new chair after improvement by RULA present fatigue reduction average of head and neck from 4.00 to 2.25 , body and trunk from 3.75 to 2.00 and arm force from 1.00 to 0.25 respectively. The result from trial new chair after improvement by Body discomfort present fatigue reduction average of lower back from 2.91 to 0.87, neck from 2.93 to 1.24, upper back 2.33 to 0.84 and right upper arm from 1.75 to 0.74. That statistical of RULA and Body discomfort survey present fatigue reduction after improvement significance with a confidence level of 95% (p-value 0.05). When analyzing the relationship of fatigue as part of the body by Chi – square test during RULA and Body discomfort that before and after improvements were consistent with the significant level of confidence 95% (p-value 0.05) . Moreover the students satisfaction result from trial with a new chair for 30 minutes [3]. 72 percent very satisfied of the folding of the secondary writing simple 66% the width of the writing plate, 64% the suitability of the writing plate, 62% of soft seat cushion and 61% easy to seat the chair.

Keywords: Ergonomics, Work station design, ErgonomicsChair, Student, Fatigue

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Authors: Zeeshan Hamid, Sarwar Mehmood Azhar

Abstract:

The purpose of this paper is to evaluate the positive impact of SHRM practices and transformational leadership style on employees job satisfaction and to develop a conceptual understanding of the moderating role of transformational leadership between the relationship of SHRM practices and employees job satisfaction. This study focuses on four SHRM practices that have positive relationship with employee’s job satisfaction.

Keywords: Employee’s job satisfaction, moderating effect of transformational leadership, SHRM practices, transformational leadership, theoretical framework.

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Authors: Kiyoko Yoshimura, Yasunobu Kino

Abstract:

Focusing on professional call centers where workers with expertise perform services, this study aims to clarify the relationships between emotional labor and job satisfaction and the effects of recognition of customer feedback. Since the professional call center operators consist of professional license holders (qualification holders) and those who do not (non-holders), the following three points are analyzed in the two groups by using covariance structure analysis and simultaneous multi-population analysis: 1) The relationship between emotional labor and job satisfaction, 2) customer feedback and job satisfaction, and 3) the intermediation effect between the emotional labor of customer feedback and job satisfaction. The following results are obtained: i) No direct effect is found between job satisfaction and emotional labor for qualification holders and non-holders, ii) for qualification holders and non-holders, recognition of positive feedback and recognition of negative feedback had positive and negative effects on job satisfaction, respectively, iii) for qualification and non-holders, “consideration for colleagues” influences job satisfaction by recognizing positive feedback, and iv) only for qualification holders, the factors “customer-oriented emotional expression” and “emotional disharmony” have a positive and negative effect on job satisfaction, respectively, through recognition of positive feedback and recognition of negative feedback.

Keywords: Call center, emotional labor, professional service, job satisfaction, customer feedback.

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Authors: Paul David Henry

Abstract:

This paper describes the results and implications of a correlational study of learning styles and learner satisfaction. The relationship of these empirical concepts was examined in the context of traditional versus e-blended modes of course delivery in an introductory graduate research course. Significant results indicated that the visual side of the visual-verbal dimension of students- learning style(s) was positively correlated to satisfaction with themselves as learners in an e-blended course delivery mode and negatively correlated to satisfaction with the classroom environment in the context of a traditional classroom course delivery mode.

Keywords: Course delivery mode, e-blended, hybrid, learner satisfaction, learning style.

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Authors: Watcharawalee Lertlum, Borworn Papasratorn

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Conventional WBL is effective for meaningful student, because rote student learn by repeating without thinking or trying to understand. It is impossible to have full benefit from conventional WBL. Understanding of rote student-s intention and what influences it becomes important. Poorly designed user interface will discourage rote student-s cultivation and intention to use WBL. Thus, user interface design is an important factor especially when WBL is used as comprehensive replacement of conventional teaching. This research proposes the influencing factors that can enhance student-s intention to use the system. The enhanced TAM is used for evaluating the proposed factors. The research result points out that factors influencing rote student-s intention are Perceived Usefulness of Homepage Content Structure, Perceived User Friendly Interface, Perceived Hedonic Component, and Perceived (homepage) Visual Attractiveness.

Keywords: E-learning, Web-Based learning, Intention to use, Rote student, Influencing.

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Authors: Elizabeth M. Hodge, M.H.N. Tabrizi, Mary A. Farwell, Karl L. Wuensch

Abstract:

Delivering course material via a virtual environment is beneficial to today-s students because it offers the interactivity, real-time interaction and social presence that students of all ages have come to accept in our gaming rich community. It is essential that the Net Generation also known as Generation Why, have exposure to learning communities that encompass interactivity to form social and educational connections. As student and professor become interconnected through collaboration and interaction in a virtual learning space, relationships develop and students begin to take on an individual identity. With this in mind the research project was developed to investigate the use of virtual environments on student satisfaction and the effectiveness of course delivery. Furthermore, the project was designed to integrate both interactive (real-time) classes conducted in the Virtual Reality (VR) environment while also creating archived VR sessions for student use in retaining and reviewing course content.

Keywords: Virtual Reality, Social Presence, Virtual Environments, Course Delivery Methods.

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Authors: Hasan Şahan, Murat Tekin, Mustafa Yıldız, Meriç Eraslan, Mevlüt Yıldız, Hatice Sim, Demet Neriman Yarar

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The purpose of this study is to examine the selfefficacy and life satisfaction levels of students receiving education in schools of physical education and sports. The population of the study consisted 263 students, among which 154 were male and 109 were female ( X age=19,4905 + 2,5605), that received education in the schools of physical education and sports of Selcuk University, Inonu University, Gazi University and Karamanoglu Mehmetbey University. In order to achieve the purpose of the study, the selfefficacy scale, which was developed by Jarrusselam and Shwarzer (1981) [1] and adapted to Turkish by Yesillay (1993) [2], and the life satisfaction scale, developed by Diener, Emmos, Larsen and Griffin (1985) [3] and adapted to Turkish by Kokler (1991) [4], were utilized.For analyzing and interpreting data Kolmogorov-Smirnov test, t-test and one way anova test were used, while for determining the difference between the groups Tukey test and Multiple Linear Regression test were employed and significance was accepted at P<0,05. SPSS (Statistical package for social sciences) package software was used for evaluating the data and finding out the calculated values.In conclusion of this study, it was determined that female students have higher life satisfaction levels than male students, while students attending to the second grade had higher life satisfaction levels than fourth grade students. On the other hand, general self-efficacy levels of male students were found out to be higher than that of female students. It was also determined that students attending to the fourth grade had higher general self-efficacy levels than those receiving education in the first grade. Availability of a significant relation was determined between life satisfaction levels and self-efficacy levels.

Keywords: Physical Education And Sports, Student, Life Satisfaction, Self-Efficacy

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Authors: Soungwan Kim

Abstract:

The present study analyzed the effect of discrimination experience on the life satisfaction in women with severe disabilities and the mediating effect of disability acceptance. In verifying this mediating effect of disability acceptance between discrimination experience and life satisfaction, both discrimination experience and disability acceptance were found to be statistically significant in the first and second phases. Disability acceptance was found to have a mediating effect on the relationship between discrimination experience and life satisfaction. Based on this finding, measures for enhancing the quality of life in individuals with disabilities that experience low levels of life satisfaction were proposed.

Keywords: Disability Discrimination, Disability Acceptance, Life Satisfaction, Mediating Effect.

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Authors: Mohamed Haffar, Muhammad Abdul Aziz, Ahmad Ghoneim

Abstract:

The importance of having a good organizational culture that supports employee job satisfaction has fascinated both the business and academic world because of a tantalizing promise: culture can be fundamental to the enhancement of financial performance. This promise has led to growing interest for both researchers and practitioners in attempting to understand the influence of organizational culture on employees’ satisfaction and organizational performance. Even though the relationship between organizational culture and employee job satisfaction have gained attention in the literature, the majority of studies have been conducted within manufacturing organizations and tend to oversee the impact of culture on employee job satisfaction in a service-based environment. Thus, the main driving force of this study was to explore the role of organizational culture types in facilitating employee job satisfaction at Emerald Publishing Group. Interviews qualitative data analysis indicated that Emerald’s culture dominated by adhocracy and clan culture values. In addition, the findings provided evidence, which demonstrated that group and adhocracy organizational culture types play key roles in facilitating employee job satisfaction in a service-based environment.

Keywords: Employee satisfaction, organizational culture, performance, service based environment.

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Authors: Wan-Yu Liu, Yen-Hsiang Liu, Shing-Yi Huang, Hao-Zhi Wen

Abstract:

The private theme parks are gradually surpassing public-owned scenic areas after many years of development and have become a mainstream choice for domestic tourists. Previous studies show that visitors from different backgrounds differ in consumer behavior and satisfaction factors. An understanding of visitor satisfaction is therefore of extreme importance to operators of privately-owned theme parks. Importance-Performance Analysis (IPA) is used to measure consumer's potential satisfaction with services and has become a widely used management tool for strength and weakness analysis for brands, products, services and point of sales. As IPA has so far not been used to evaluate the visitor satisfaction with privately-owned theme parks, in this study the IPA method is used to analyze visitor satisfaction with Janfusun Fancyworld (one of the most popular private theme parks in Taiwan) and to rank visitor focus and satisfaction on/in theme park facilities and services. Results of the analysis provide private theme park operators with an understanding of user or consumer demands as well as an assessment of the quality of services currently offered.

Keywords: Satisfaction, Importance-Performance Analysis, Theme Parks, Janfusun Fancyworld.

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Authors: Thanawit Buafai, Siyathorn Khunon

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This paper aims to explore the satisfaction levels of tourism product components on the island of Samui by studying the cultural dimension relationships of Hofsted’s classic theory. Both the six Hofsted cultural dimensions and tourism production satisfaction measures have been of interest worldwide. Therefore, the challenge of this study is to re-confirm previous research results in the ever-changing current contexts of the modern globalized business era. Self-rated questionnaires were employed to collect data from six nationalities of tourists in Samui, totaling 386 samples. The reliability of this research methodology was 0.967. Correlation was applied to analyze the relationships. The results indicate that Masculinity is significantly related to tourism destination satisfaction for every factor, while the other five cultural dimensions are related to some factors of tourism satisfaction. Surprisingly, tourist satisfaction toward the bar/restaurant factor is significantly correlated with all six cultural dimensions.

Keywords: Cultural dimensions, tourism products, Samui, Thailand.

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Authors: Ahmad Puad Mat Som, Mohammad Bader Badarneh

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Tourism researchers have recently focused on repeat visitation as a part of destination loyalty. Different models have also considered satisfaction as the main determinant of revisit intention, while findings in many studies show it as a continuous issue. This conceptual paper attempts at evaluating recent empirical studies on satisfaction and revisit intention. Based on limitations and gaps in recent studies, the current paper suggests a new model that would be more comprehensive than those in previous studies. The new model offers new relationships between antecedents (destination image, perceived value, specific novelty seeking, and distance to destination) and both of satisfaction and revisit intention. Revisit intention in turn is suggested to be measured in a temporal approach.

Keywords: Satisfaction, revisit intention, a new model.

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Authors: Pedram Behyar, Maryam Heidari, Zahra Bayat

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the purpose of this research is to identify and clarify factors which have positive effect among user satisfaction and their social networking through websites. The examined factors in this research are; innovation, ease of use, trustworthy and customer support which are defined as satisfaction factors. To obtain reliable research approaches and to have better result in this research four hypothesizes used to test. This hypothesis testing has been done by correlation, regression and test of normality by using “SPSS16" also the data which was analyzed by this software. this data was gathered from prepaid questionnaire.

Keywords: Customer Satisfaction, Social Network Website

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Authors: Dayang Nailul Munna Abang Abdullah, Francine Rozario

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The main objectives of this study were to identify attributes that influence customer satisfaction and determine their relationships with customer satisfaction. The variables included in this research are place/ambience, food quality and service quality as independent variables and customer satisfaction as the dependent variable. A survey questionnaire which consisted of three parts to measure demographic factors, independent variables, and dependent variables was constructed based on items determined by past research. 149 respondents from one of the well known hotel in Kuala Lumpur, MALAYSIA were selected as a sample. Psychometric testing was conducted to determine the reliability and validity of the questionnaire. From the findings, there were positive significant relationship between place/ambience (r=0.563**, p=0.000) and service quality (r=0.544**, p=0.000) with customer satisfaction. However, although relationship between food quality and customer satisfaction was significant, it was in the negative direction (r=- 0.268**, p=0.001). New findings were discovered after conducting this research and previous research findings were strengthened by the results of this research. Future researchers could concentrate on determining attributes that influence customer satisfaction when cost/price is not a factor and reasons for place/ambience is currently becoming the leading factor in determining customer satisfaction.

Keywords: Ambience, Customer Satisfaction, Food Quality, Service Quality.

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Authors: L. C. H. Jayarathna, W. M. N. Fernando

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Academics and researchers are interested in the effects of social media on college students, with a specific focus on the most popular social media website; Facebook. Previous studied have found contradictory result on the relationship between Facebook usage and the student engagement with positive, detrimental and no significant relationships. However, these studies were limited to western higher education system. This paper fills a gap in the literature by using a sample (300) of Sri Lankan management undergraduates to examine the relationship between Facebook usage and student engagement. Student engagement was measured 35 item scale based on the National Survey of Student Engagement and Facebook usage by Facebook intensity scale. Descriptive statistics, path analysis and structural equation modeling were applied as statistical tools and techniques. Results indicate that student engagement scale was significantly negatively related with the Facebook usage with the influence from student engagement on Facebook usage.

Keywords: Facebook Intensity, Social Networking Sites, Student Engagement.

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Authors: Anomi Bearden, Brooke Goodyear, Alicia Khan

Abstract:

This repeated-measures experiment explored the effects of six weeks of gratitude practice on college students (N = 67) on relationship satisfaction and perceived superiority. Replicating previous research on gratitude practice, it was hypothesized that after consistent gratitude practice, participants in the experimental group (n = 32) would feel increased levels of relationship satisfaction compared to the control group (n = 35). Of particular interest was whether the level of perceived superiority would moderate the effect of gratitude practice on relationship satisfaction. The gratitude group evidenced significantly higher appreciation and marginally higher relationship satisfaction at post-test than the control group (both groups being equal at pre-test). Significant enhancements in gratitude, satisfaction, and feeling both appreciative and appreciated were found in the gratitude group, as well as significant enhancements in gratitude, satisfaction, and feeling appreciated in the control group. Appreciation for one’s partner was the only measure that improved in the gratitude group and not the control group from pre-test to post-test. Perceived superiority did not change significantly from pre-test to post-test in either group, supporting the prevalence and stability of this bias within people’s overall perceptions of their relationships.

Keywords: Gratitude, relationship satisfaction, perceived superiority, partner appreciation.

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Authors: Teerada Apibunyopas, Nithinant Thammakoranonta

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Many organizations bring e-Learning to use as a tool in their training and human development department. It is getting more popular because it is easy to access to get knowledge all the time and also it provides a rich content, which can develop the employees’ skill efficiently. This study is focused on the factors that affect using e-Learning efficiently, so it will make job satisfaction increasing. The questionnaires were sent to employees in large commercial banks, which use e-Learning located in Bangkok, the results from multiple linear regression analysis showed that employee’s characteristics, characteristics of e-Learning, learning and growth have influence on job satisfaction.

Keywords: e-Learning, Job Satisfaction, Learning and growth.

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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: A. Golmohammadi, B. Jahandideh

Abstract:

One of the determinants of a firm-s prosperity is the customers- perceived service quality and satisfaction. While service quality is wide in scope, and consists of various dimensions, there may be differences in the relative importance of these dimensions in affecting customers- overall satisfaction of service quality. Identifying the relative rank of different dimensions of service quality is very important in that it can help managers to find out which service dimensions have a greater effect on customers- overall satisfaction. Such an insight will consequently lead to more effective resource allocation which will finally end in higher levels of customer satisfaction. This issue –despite its criticality- has not received enough attention so far. Therefore, using a sample of 240 bank customers in Iran, an artificial neural network is developed to address this gap in the literature. As customers- evaluation of service quality is a subjective process, artificial neural networks –as a brain metaphor- may appear to have a potentiality to model such a complicated process. Proposing a neural network which is able to predict the customers- overall satisfaction of service quality with a promising level of accuracy is the first contribution of this study. In addition, prioritizing the service quality dimensions in affecting customers- overall satisfaction –by using sensitivity analysis of neural network- is the second important finding of this paper.

Keywords: service quality, customer satisfaction, relativeimportance, artificial neural network.

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Authors: Hye Rim Lee, Eui Jun Jeong

Abstract:

This study makes an integrated investigation on how life satisfaction is associated with the Korean game users' psychological variables (self-esteem, game and life self- efficacy), social variables (bonding and bridging social capital), and demographic variables (age, gender). The data used for the empirical analysis came from a representative sample survey conducted in South Korea. Results show that self-esteem and game efficacy were an important antecedent to the degree of users’ life satisfaction. Both bonding social capital and bridging social capital enhance the level of the users’ life satisfaction. The importance of perspectives as well as their implications for the game users and further associated research is explored.

Keywords: Life satisfaction, self-esteem, game efficacy, life-efficacy, social capital.

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Authors: Suttipong Boonphadung

Abstract:

Practicum placements are an critical factor for student teachers on Education Programs. How can student teachers become professionals? This study was to investigate problems, weakness and obstacles of practicum placements and develop guidelines for partnership in the practicum placements. In response to this issue, a partnership concept was implemented for developing student teachers into professionals. Data were collected through questionnaires on attitude toward problems, weaknesses, and obstacles of practicum placements of student teachers in Rajabhat universities and included focus group interviews. The research revealed that learning management, classroom management, curriculum, assessment and evaluation, classroom action research, and teacher demeanor are the important factors affecting the professional development of Education Program student teachers. Learning management plan and classroom management concerning instructional design, teaching technique, instructional media, and student behavior management are another important aspects influencing the professional development for student teachers.

Keywords: Developing student teacher, Partnership concepts, Professional teachers.

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Authors: M. Daoud-Marrakchi, S. Fendri-Elouze, Ch. Ill, B. Bejar-Ghadhab

Abstract:

The aim of this research is to propose a Measurement Scale for Patient Satisfaction (MSPS) in the context of Tunisian private clinics. This scale is developed using value management methods and is validated by statistic tools with SPSS.

Keywords: Functional analysis, Patient satisfaction, Questionnaire, Reliability, Validity.

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Authors: A. Golmohammadi, B. Jahandideh

Abstract:

One of the determinants of a firm-s prosperity is the customers- perceived service quality and satisfaction. While service quality is wide in scope, and consists of various dimensions, there may be differences in the relative importance of these dimensions in affecting customers- overall satisfaction of service quality. Identifying the relative rank of different dimensions of service quality is very important in that it can help managers to find out which service dimensions have a greater effect on customers- overall satisfaction. Such an insight will consequently lead to more effective resource allocation which will finally end in higher levels of customer satisfaction. This issue – despite its criticality- has not received enough attention so far. Therefore, using a sample of 240 bank customers in Iran, an artificial neural network is developed to address this gap in the literature. As customers- evaluation of service quality is a subjective process, artificial neural networks –as a brain metaphor- may appear to have a potentiality to model such a complicated process. Proposing a neural network which is able to predict the customers- overall satisfaction of service quality with a promising level of accuracy is the first contribution of this study. In addition, prioritizing the service quality dimensions in affecting customers- overall satisfaction –by using sensitivity analysis of neural network- is the second important finding of this paper.

Keywords: service quality, customer satisfaction, relative importance, artificial neural network.

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Authors: Somtop Keawchuer

Abstract:

The objective of this research was to study the factors related to the satisfaction of consumers who purchased a Toyota SUV Fortuner. This paper was a survey data which collected 400 samples from 65 car dealerships. The survey was conducted mainly in Bangkok, Thailand. The statistics utilized in this paper included percentage, mean, standard deviation and Pearson Product-Moment. The findings revealed that the majority of respondent were male with an undergraduate degree, married and live together. The average income of the respondents was between 20,001 - 30,000 baht. Most of them worked for private companies. Most of them had a family with the average of 4 members. The hypotheses testing revealed that the factors of marketing mix in terms of product (ability, gas mileage, and safety) were related to overall satisfaction at the medium level. However, the findings also revealed that the factors of marketing mix in terms of product (image), price, and promotion, and service center were related to the overall satisfaction at the low level.

Keywords: Car Consumers, Factors related, Overall Satisfaction.

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Authors: Said C. Fares, Mary A. Fares

Abstract:

It is well documented that introductory computer programming courses are difficult and that failure rates are high. The aim of this project was to reduce the high failure and withdrawal rates in learning to program. This paper presents a number of changes in module organization and instructional delivery system in teaching CS1. Daily out of class help sessions and tutoring services were applied, interactive lectures and laboratories, online resources, and timely feedback were introduced. Five years of data of 563 students in 21 sections was collected and analyzed. The primary results show that the failure and withdrawal rates were cut by more than half. Student surveys indicate a positive evaluation of the modified instructional approach, overall satisfaction with the course and consequently, higher success and retention rates.

Keywords: Failure Rate, Interactive Learning, Student engagement, CS1.

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Authors: Rohani Salleh, Mishaliny Sivadahasan Nair, Haryanni Harun

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High employee turnover rate in Malaysia-s retail industry has become a major issue that needs to be addressed. This study determines the levels of job satisfaction, organizational commitment, and turnover intention of employees in a retail company in Malaysia. The relationships between job satisfaction and organizational commitment on turnover intention are also investigated. A questionnaire was developed using Job Descriptive Index, Organizational Commitment Questionnaire, and Lee and Mowday-s turnover intention items and data were collected from 62 respondents. The findings suggested that the respondents were moderately satisfied with job satisfaction facets such as promotion, work itself, co-workers, and supervisors but were unsatisfied with salary. They also had moderate commitment level with considerably high intention to leave the organization. All satisfaction facets (except for co-workers) and organizational commitment were significantly and negatively related to turnover intention. Based on the findings, retention strategies of retail employees were proposed.

Keywords: Job satisfaction, organizational commitment, retail employees, turnover intention.

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