Search results for: job satisfaction
404 Differences in Students` Satisfaction with Distance Learning Studies
Authors: Ana Horvat, Maja Krsmanovic, Mladen Djuric
Abstract: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' satisfactionProcedia APA BibTeX Chicago EndNote Harvard JSON MLA RIS XML ISO 690 PDF Downloads 2398
403 Understanding E-Learning Satisfaction in the Context of University Teachers
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.Procedia APA BibTeX Chicago EndNote Harvard JSON MLA RIS XML ISO 690 PDF Downloads 1275
402 Study Relationship between TQM on Empowerment and Job Satisfaction
Authors: Maziyar Nouraee
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.Procedia APA BibTeX Chicago EndNote Harvard JSON MLA RIS XML ISO 690 PDF Downloads 2854
401 An Empirical Analysis of HRM in Different Pharmaceutical Departments of Different Pharmaceutical Industries in Pakistan
Authors: Faisal Ali, Mansoor Shuakat, Lirong Cui, Helena Uhde, Rabia Riasat, Janeth J. Marwa
Abstract: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.Procedia APA BibTeX Chicago EndNote Harvard JSON MLA RIS XML ISO 690 PDF Downloads 1732
400 The Effects of Loyalty Program Quality on Word -of -Mouth Recommendations Intentions
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, WOMProcedia APA BibTeX Chicago EndNote Harvard JSON MLA RIS XML ISO 690 PDF Downloads 3285
399 Exploring the Relationships between Experiential Marketing, Customer Satisfaction and Customer Loyalty: An Empirical Examination in Konya
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.Procedia APA BibTeX Chicago EndNote Harvard JSON MLA RIS XML ISO 690 PDF Downloads 4121
398 mCRM-s New Opportunities of Customer Satisfaction
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.Procedia APA BibTeX Chicago EndNote Harvard JSON MLA RIS XML ISO 690 PDF Downloads 1743
397 Impact of Stressors on Turnover Intention: Examining the Role of Employee Well-Being
Authors: Tooba Qasim, Uzma Javed, Muhammad Safder Shafi
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.Procedia APA BibTeX Chicago EndNote Harvard JSON MLA RIS XML ISO 690 PDF Downloads 3327
396 Evaluating Customer Satisfaction as an Aspect of Quality Management
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.Procedia APA BibTeX Chicago EndNote Harvard JSON MLA RIS XML ISO 690 PDF Downloads 1784
395 The Perception of Customer Satisfaction in Textile Industry According to Genders in Turkey
Authors: Ikilem Gocek, Senem Kursun, Yesim Iridag Beceren
Abstract: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.Procedia APA BibTeX Chicago EndNote Harvard JSON MLA RIS XML ISO 690 PDF Downloads 4306
394 Empirical Study on the Student Satisfaction in Higher Education: Importance-Satisfaction Analysis
Authors: Silva, Fátima, Fernandes, Paula Odete
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.Procedia APA BibTeX Chicago EndNote Harvard JSON MLA RIS XML ISO 690 PDF Downloads 2733
393 Customer Satisfaction and Effective HRM Policies: Customer and Employee Satisfaction
Authors: S. Anastasiou, C. Nathanailides
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.Procedia APA BibTeX Chicago EndNote Harvard JSON MLA RIS XML ISO 690 PDF Downloads 4950
392 Relationship among Leisure Satisfaction, Spiritual Wellness, and Self-Esteem of Older Adults
Authors: Cheng-Yu Tsai, Li-Wei Liu, Ming-Tsang Wu
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.Procedia APA BibTeX Chicago EndNote Harvard JSON MLA RIS XML ISO 690 PDF Downloads 2169
391 User Satisfaction Issues in ERP Projects
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 countryProcedia APA BibTeX Chicago EndNote Harvard JSON MLA RIS XML ISO 690 PDF Downloads 2834
390 Work Motivation, Work Stress, and Job Satisfaction in between Taiwan and China - An Empitical Study
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 stressProcedia APA BibTeX Chicago EndNote Harvard JSON MLA RIS XML ISO 690 PDF Downloads 2357
389 Female Executive Career Success and Satisfaction in Bangkok, Thailand
Authors: Nipon Sasithornsaowapa
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.Procedia APA BibTeX Chicago EndNote Harvard JSON MLA RIS XML ISO 690 PDF Downloads 1424
388 The Impact of Strategic HRM Practices on Employee’s Job Satisfaction: The Moderating Effect of Transformational Leadership
Authors: Zeeshan Hamid, Sarwar Mehmood Azhar
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.Procedia APA BibTeX Chicago EndNote Harvard JSON MLA RIS XML ISO 690 PDF Downloads 4586
387 Learning Style and Learner Satisfaction in a Course Delivery Context
Authors: Paul David Henry
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.Procedia APA BibTeX Chicago EndNote Harvard JSON MLA RIS XML ISO 690 PDF Downloads 1547
386 A Study of the Impact of Discrimination Experience on Life Satisfaction in Korean Women with Severe Disabilities
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.Procedia APA BibTeX Chicago EndNote Harvard JSON MLA RIS XML ISO 690 PDF Downloads 1559
385 The Role of Organizational Culture in Facilitating Employee Job Satisfaction in Emerald Group
Authors: Mohamed Haffar, Muhammad Abdul Aziz, Ahmad Ghoneim
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.Procedia APA BibTeX Chicago EndNote Harvard JSON MLA RIS XML ISO 690 PDF Downloads 1232
384 Measuring the Relationship between Customers- Satisfaction and Cognitions: A Case of Janfusun Fancyworld in Taiwan
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.Procedia APA BibTeX Chicago EndNote Harvard JSON MLA RIS XML ISO 690 PDF Downloads 2352
383 Relationship between Hofstede’s Cultural Dimensions and Tourism Product Satisfaction
Authors: Thanawit Buafai, Siyathorn Khunon
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.Procedia APA BibTeX Chicago EndNote Harvard JSON MLA RIS XML ISO 690 PDF Downloads 3111
382 Tourist Satisfaction and Repeat Visitation; Toward a New Comprehensive Model
Authors: Ahmad Puad Mat Som, Mohammad Bader Badarneh
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.Procedia APA BibTeX Chicago EndNote Harvard JSON MLA RIS XML ISO 690 PDF Downloads 6886
381 The Influence of Social Network Websites on Level of user Satisfaction
Authors: Pedram Behyar, Maryam Heidari, Zahra Bayat
Abstract: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 WebsiteProcedia APA BibTeX Chicago EndNote Harvard JSON MLA RIS XML ISO 690 PDF Downloads 1637
380 Influence of Service and Product Quality towards Customer Satisfaction: A Case Study at the Staff Cafeteria in the Hotel Industry
Authors: Dayang Nailul Munna Abang Abdullah, Francine Rozario
Abstract: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.Procedia APA BibTeX Chicago EndNote Harvard JSON MLA RIS XML ISO 690 PDF Downloads 15035
379 How to Use E-Learning to Increase Job Satisfaction in Large Commercial Bank in Bangkok
Authors: Teerada Apibunyopas, Nithinant Thammakoranonta
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.Procedia APA BibTeX Chicago EndNote Harvard JSON MLA RIS XML ISO 690 PDF Downloads 2046
378 Well-Being Inequality Using Superimposing Satisfaction Waves: Heisenberg Uncertainty in Behavioural Economics and Econometrics
Authors: Okay Gunes
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.Procedia APA BibTeX Chicago EndNote Harvard JSON MLA RIS XML ISO 690 PDF Downloads 1887
377 Prioritizing Service Quality Dimensions:A Neural Network Approach
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.Procedia APA BibTeX Chicago EndNote Harvard JSON MLA RIS XML ISO 690 PDF Downloads 2014
376 Associations between Game Users and Life Satisfaction: Role of Self-Esteem, Self-Efficacy and Social Capital
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.Procedia APA BibTeX Chicago EndNote Harvard JSON MLA RIS XML ISO 690 PDF Downloads 2615
375 The Effect of the COVID-19 Pandemic on Foreign Students Studying in Hungary
Authors: Anita Kéri
Satisfying foreign student needs has been in the center of research interest in the past several years. Higher education institutions have been exploring factors influencing foreign student satisfaction to stay competitive on the educational market. Even though foreign student satisfaction and loyalty are topics investigated deeply in the literature, the academic years of 2020 and 2021 have revealed challenges never experienced before. With the COVID-19 pandemic, new factors have emerged that might influence foreign student satisfaction and loyalty in higher education. The aim of the current research is to shed lights on what factors influence foreign student satisfaction and loyalty in the post-pandemic educational era, and to reveal if the effects of factors influencing satisfaction and loyalty have changed compared to previous findings. Initial results show that students are less willing to participate in online surveys during and after the pandemic. The return rate of the survey instrument is below 5%. Results also reveal that there is a slight difference in what factors students deem important during pandemic times regarding their satisfaction and loyalty. The results of the current study help us determine what factors higher education institutions need to consider, when planning the future service affordances for their foreign students, that might influence their satisfaction and loyalty.
Keywords: COVID-19, foreign students, loyalty, pandemic, satisfaction.Procedia APA BibTeX Chicago EndNote Harvard JSON MLA RIS XML ISO 690 PDF Downloads 85