Social and Behavioral Sciences Commons^™

Client Satisfaction Survey For Hiv/Aids Dental Care Services: An Example From Rural Texas, H. Stephen Cooper Ph.D., Lcsw, Freddie L. Avant Ph.D., Lmsw-Ap, Acsw, C-Ssws, Kim L. Rich-Rice Ph.D., Lmsw-Ipr

Journal of Human Services: Training, Research, and Practice

The challenges to examining client satisfaction are demonstrated through an evaluation of dental services provided by a regional service provider to people living with HIV/AIDS. The process of developing and administering a measure of client satisfaction is discussed. Forty-one of 350 (11.7%) dental clients chose to participate. Quantitative and qualitative data suggests that overall participants are satisfied with services. Identified concerns included a lack of specialized dental, medical, mental health, and case management services. Implications of the study for service delivery, future evaluations, and rural social work practice are addressed.

The Impacts Of A Smoking Ban On Gaming Volume And Customers' Satisfaction In The Casino Industry In South Korea, Sojeong Lee

UNLV Theses, Dissertations, Professional Papers, and Capstones

A growing number of countries have legislated smoke-free policies in enclosed public areas and have extended the policies to hospitality facilities. However, some states and countries exempt gaming areas from the smoking law fully or partially. Anti-smoking policy is controversial for a number of reasons, such as smokers’ strong opposition, government ordinance, public health, and economic anxiety. Casino management may worry that a smoking ban policy will result in a significant decline of casino revenue because the break for smoking may interfere with continuing play.

This thesis examined a smoking ban impacts on gaming volume and customers’ satisfaction in the …

Reinventing Libraries For The Next Generation Of Library Users, La Loria Konata

La Loria Konata

The article calls for the need to reinvent libraries for the next generation of library users. It stresses the value of being able to provide customer satisfaction, building and maintaining loyalty as well as resolving customer complaints so as to compete with other libraries. It also points out the importance of branding as a marketing strategy and encourages libraries to adhere to the liaison model or subject specialist model in providing specialized service. Also suggested are steps for marketing library services.

Mapping The Online Gambling E-Servicescape: Impact Of Virtual Atmospherics On The Gambler's Experience, Brett Lillian Levine Abarbanel

UNLV Theses, Dissertations, Professional Papers, and Capstones

A structural model is proposed and empirically examined that investigates the influence of an online casino's atmospheric cues on consumer behavioral response. A stimulus-organism-response (S-O-R) model, often used to frame other servicescape research, is adapted as the basis of the theory that the online casino environment will influence the organismic effects of cognitive and affective states, which in turn influence gamblers' approach or avoidance behavioral intentions. Analyzed elements of the online gambling site stimulus include high and low task-relevant cues, financial trust, and gambling value. Personal and situational factors and demographic characteristics were found to moderate the relationship between atmospheric …

The Impact Of Airport Service Quality Dimension On Overall Airport Experience And Impression, Redha Widarsyah

UNLV Theses, Dissertations, Professional Papers, and Capstones

This research examines the relationship between seven airport service dimensions (Access, Services and Facilities, Dining, Shopping, Service Personnel and Security, Environment, and Immigration and Customs) and overall passenger perceptions of service quality. The study used convenience sampling collecting data from a total of 304 travelers who were passengers at four major international airports in the West Coast region of United States - Las Vegas McCarran International, Los Angeles International, San Francisco International, and Seattle-Tacoma International. The data was collected online through Qualtrics with a self-administered questionnaire and it was analyzed using multiple linear regression.

Airport access, environment, dining, and immigration …

A Neuromarketing Study Of Consumer Satisfaction, Armando F. Rocha, Fábio T. Rocha, Lucia H. Arruda

Armando F Rocha

The interest of marketing science in using neuroscience techniques to understand the consumer’s thought processes, dates back to the 1970s, when EEG data were recorded while subjects were watching TV commercials. Recently, fMRI was used to study the neural correlates of culturally based brands and neural predictors of purchases. These studies have discovered important properties of the neural circuits that are associated with consumer decision-making process and satisfaction. Here, EEG brain mapping was used to study the dynamics of the brain activity associated with these processes. The present study validated the EEG technology as an adequate neuromarketing tool and shows …

What Do Stakeholders Consider The Key Issues Affecting The Quality Of Foodservice Provision For Long-Stay Patients, K. Walton, P. G. Williams, Linda C. Tapsell

L. C. Tapsell

This study aimed to elicit concerns of key stakeholders regarding food service provision to long stay hospital patients. Seventeen focus groups and four individual interviews were conducted involving six stakeholder groups: dietitians, nutrition assistants, patients, nurses, food service assistants and food service managers. Ninety-eight participants (20 male; 78 female) were recruited from public and private hospitals in New South Wales, Australia. Each of the focus groups and individual interviews was conducted in the hospital setting where free and open discussions could be digitally recorded. Transcripts were prepared from the digital recordings and QSR Nvivo 2.0™ qualitative analysis software was used …

Cultural Impact On Customer Satisfaction And Service Quality Evaluation In Hotels, Yeji Seo

UNLV Theses, Dissertations, Professional Papers, and Capstones

Purpose: The purpose of this paper is to identify how the cultural differences impact customer satisfaction and service quality evaluation in U.S. hotels.

Statement of Objective: The objective of this paper is threefold. The first objective is to define customer satisfaction and what customer satisfaction means to people from different cultural backgrounds. The second objective is to evaluate past research on satisfaction and to develop a taxonomy based on the existing literature to introduce how to measure customers’ satisfaction effectively in accordance with each culture. The third objective is to recommend what should be done by the hotel professionals in …

Reinventing Libraries For The Next Generation Of Library Users, La Loria Konata

Georgia Library Quarterly

The article calls for the need to reinvent libraries for the next generation of library users. It stresses the value of being able to provide customer satisfaction, building and maintaining loyalty as well as resolving customer complaints so as to compete with other libraries. It also points out the importance of branding as a marketing strategy and encourages libraries to adhere to the liaison model or subject specialist model in providing specialized service. Also suggested are steps for marketing library services.

The Influence Of Customer Relationship Management To Customer Satisfaction And Retention In Propery And Casualty Insurance, Brooke Ellen Lyttle

ETD Archive

Customer relationship management (CRM) emerged in the 1990's, promising to revolutionize the business and customer dynamic. At present, CRM has yet to live up to its promise of individualized customer relationships with carefully targeted customers. In property and casualty insurance, customer and insurer relationships are important. It is more cost effective to retain current customers than to acquire new ones. This thesis explores the history of CRM and how its proper implementation can help identify areas of customer satisfaction and retention in the property and casualty insurance industry. Data were collected from a regional property and casualty insurer and analyzed …

What Do Stakeholders Consider The Key Issues Affecting The Quality Of Foodservice Provision For Long-Stay Patients, K. Walton, P. G. Williams, Linda C. Tapsell

Faculty of Health and Behavioural Sciences - Papers (Archive)

This study aimed to elicit concerns of key stakeholders regarding food service provision to long stay hospital patients. Seventeen focus groups and four individual interviews were conducted involving six stakeholder groups: dietitians, nutrition assistants, patients, nurses, food service assistants and food service managers. Ninety-eight participants (20 male; 78 female) were recruited from public and private hospitals in New South Wales, Australia. Each of the focus groups and individual interviews was conducted in the hospital setting where free and open discussions could be digitally recorded. Transcripts were prepared from the digital recordings and QSR Nvivo 2.0™ qualitative analysis software was used …

Australian Consumers Are Sceptical About But Influenced By Claims About Fat On Food Labels, C. Chan, C. Patch, P. G. Williams

Faculty of Health and Behavioural Sciences - Papers (Archive)

Objectives: To explore the beliefs and attitudes of Australian consumers to claims about fat made on the labels of packaged food.

Design: Content analysis of transcripts from focus group discussions.

Subjects: 26 females and 10 males aged 20-80y, recruited by advertisement into six focus groups, stratified by age, sex and health status.

Results: Awareness of claims about fat was high in this sample of Australians and participants admitted that they influenced their purchase decisions. The most preferred form of claim was “X% fat free”. Claims were considered most useful on foods that were high in fat. There was considerable scepticism …

First Impressions Through The Constructs Of Impression Management, Amber Joy Wilson

Theses Digitization Project

The research on this study examines how first impressions are formed in the hotel setting. The study also looks at the social intelligence process through the constructs of self-monitoring and impression management.

Motivations And Gratifications For Selecting A Niche Television Channel: Byu Television, Diena L. Simmons

Theses and Dissertations

The growth of direct broadcast satellite television distribution to the home as a viable competitor to cable and terrestrial broadcast has fostered the availability of special interest or niche channels and therefore provided greater choice to the viewer. This study, based on uses and gratifications theory, examined the relationships among ritual and instrumental viewing motivations and satisfactions, viewer religiosity, and viewing attentiveness as they related to the selection of a niche television channel, Brigham Young University Television.
The uses and gratification approach provides an appropriate framework for studying "media consumption, the interrelated nature of television user motives, and the relationships …