This study aimed to investigate the impact of the hospital information system (HIS) on nurses' satisfaction in Iranian public hospitals and to examine the moderating effect of computer literacy. The study population consisted of nurses working in public hospitals in Iran. A sample of 385 Iranian public hospitals was surveyed and a total of 1912 questionnaires were collected over 9 months. The a...

OBJECTIVE To identify key determinants of patient satisfaction. DESIGN Data used were obtained through a self-administered, post-visit questionnaire by random sampling during the period of January 2009 to September 2009. SETTING Thirty-nine hospitals in Germany. PARTICIPANTS A total of 8,428 patients. MAIN OUTCOME MEASURE Global patient satisfaction was measured by a single item questio...

This study aims to see the effect of service quality, facilities and price perception on customer satisfaction in Yogyakarta Pojur Barbershop customers. type research used this is descriptive quantitative. The population were 155 respondents. sample customers who had barbershop pojur at least once. sampling technique was nonprobability with data collection methods using a questionnaire. analysi...

Despite significant recent research attention to service failures and service recovery, few efforts investigate preemptive strategies as a means to avoid service failures. Drawing on equity theory, we introduce the concept of conflict handling, which refers to a service firm’s capability to anticipate and equitably resolve conflicts in service interactions. In a survey of two service contexts i...

OBJECTIVE To examine the associations between perceived quality of care and patient satisfaction among HIV and non-HIV patients in Zambia. SETTING Patient exit survey conducted at 104 primary, secondary and tertiary health clinics across 16 Zambian districts. PARTICIPANTS 2789 exiting patients. PRIMARY INDEPENDENT VARIABLES Five dimensions of perceived quality of care (health personnel pr...

the purpose of this article is to present a model for customer satisfaction in the development banking sector. in the design of the customer satisfaction model, an attempt has been made to consider the characteristics of the development banks. thus, three dimensions of quality of service, characteristics of the service, and access to service have been considered as the main dimensions of the mo...

In this paper, an index based on customer perspective is proposed for evaluating transit service quality. The index, named Heterogeneous Customer Satisfaction Index, is inspired by the traditional Customer Satisfaction Index, but takes into account the heterogeneity among the user judgments about the different service aspects. The index allows service quality to be monitored, the causes generat...