A study of hearing aid user satisfaction based on the hearing aid performance inventory

This paper discusses a study to determine the effectiveness of the Hearing Aid Performance Inventory (HAPI) on hearing aid outcomes.

CHANGE FOR GOOD? AN ASSESSMENT OF THE DISCONNECT BETWEEN PERCEIVED BENEFITS BY ENGOS AND USER SATISFACTION OF SOLAR BOTTLE LIGHTS IN INFORMAL SETTLEMENTS OF DHAKA CITY, BANGLADESH

A major challenge for a developing country such as Bangladesh is to supply basic services to its most marginalized populations, which includes both rural and urban dwellers. The government struggles to provide basic necessities such as water and electricity. In marginalized urban communities in Bangladesh, in particular informal settlements, meeting basic needs is even direr. Most informal settlements are built to respond to a rapid immigration to urban centers, and are thought of as ‘temporary structures’, though many structures have been there for decades. In addition, as the settlements are often squatting on private land, access to formalized services such as electricity or water is largely absent. In some cases, electricity and water connections are brought in - but through informal and non-government sanctioned ways -- these hookups are deemed ‘illegal’ by the state. My research will focus on recent efforts to help ameliorate issues associated with lack of basic services in informal settlements in Bangladesh – in this case lack of light. When the government fails to meet the needs of the general population, different non-government organizations tend to step in to intervene. A new emphasis on solar bottle systems in informal urban settlement areas to help address some energy needs (specifically day-time lighting). One such example is the solar bottle light in Bangladesh, a project introduced by the organization ‘Change’. There has been mixed reactions on this technology among the users. This is where my research intervenes. I have used quantitative method to investigate user satisfactions for the solar bottle lights among the residents of the informal settlements to address the overarching question, is there a disconnect between the perceived benefits of the ENGO and the user satisfaction of the residents of the informal settlements of Dhaka City? This paper uses survey responses to investigate level of user satisfaction and the contributing factors.

User satisfaction with allied health services delivered to residential facilities via videoconferencing

We have investigated the role of videoconferencing in allied health service provision to high-care clients in rural residential facilities. Videoconferencing equipment was set up at a rural aged-care facility and a metropolitan allied health centre; ISDN transmission at 384 kbit/s was used to link the equipment. Twelve residents were assessed by both videoconference and face to face across five allied health disciplines (a total of 120 assessments). User satisfaction was measured using questionnaires and focus groups. Face-to-face assessment took significantly longer than videoconferencing assessment. However, the mean satisfaction ratings for face-to-face assessments were higher than for videoconferencing and the majority of the staff preferred the face-to-face format. Videoconferencing was particularly useful for consultations and the initial stages of the assessment process. A number of issues relating to the videoconferencing equipment, to the environment in which assessments were performed and to the clients themselves need to be addressed in order for this form of service delivery to be effective.

An examination of factors influencing ERP key-user satisfaction: A qualitative case study

Several companies are trying to improve their operation efficiency by implementing an enterprise resource planning (ERP) system that makes it possible to control the resources of the company in real time. However, the success of the implementation project is not a foregone conclusion; a significant part of these projects end in a failure, one way or another. Therefore it is important to investigate ERP system implementation more closely in order to increase understanding about factors influencing ERP system success and to improve the probability of a successful ERP implementation project. Consequently, this study was initiated because a manufacturing case company wanted to review the success of their ERP implementation project. To be exact, the case company hoped to gain both information about the success of the project and insight for future implementation improvement. This study investigated ERP success specifically by examining factors that influence ERP key-user satisfaction. User satisfaction is one of the most commonly applied indicators of information system success. The research data was mainly collected by conducting theme interviews. The subjects of the interviews were six key-users of the newly implemented ERP system. The interviewees were closely involved in the implementation project. Furthermore, they act as representative users that utilize the new system in everyday business processes. The collected data was analyzed by thematizing. Both data collection and analysis were guided by a theoretical frame of reference. This frame was based on previous research on the subject. The results of the study aligned with the theoretical framework to large extent. The four principal factors influencing key-user satisfaction were change management, contractor service, key-user’s system knowledge and characteristics of the ERP product itself. One of the most significant contributions of the research is that it confirmed the existence of a connection between change management and ERP key-user satisfaction. Furthermore, it discovered two new sub-factors influencing contractor service related key-user satisfaction. In addition, the research findings indicated that in order to improve the current level of key-user satisfaction, the case company should pay special attention to system functionality improvement and enhancement of the key-users’ knowledge. During similar implementation projects in the future, it would be important to assure the success of change management and contractor service related processes.

As unidades documentais do Instituto Politécnico de Santarém : fator de desenvolvimento para o processo de informação

Na última década, o ensino superior em Portugal sofreu alterações significativas no seu processo de ensino-aprendizagem, modificações essas que, por extensão, se vêem reflectidos nas Bibliotecas Univeristárias e Politécnicas. Este trabalho de investigação foca-se no estudo das 5 bibliotecas integradas no Instituto Politécnico de Santarém com objetivo de aferir a situação atual destas, bem como o grau de satisfação dos estudantes/utilizadores em relação às mesmas, considerando as suas dimensões orgânica-funcional e a prestação de serviços, por forma adaptá-las às novas exigências. Trata-se de um estudo descritivo, analítico e transversal que contou com uma amostra de 359 inquiridos, dos quais foi recebida a totalidade dos questionários enviados. Os instrumentos utilizados para recolha de dados, foi um questionário distribuído aos utilizadores das Bibliotecas do Instituto Politécnico de Santarém, dividido em 3 partes: caracterização socio-institucional dos inquiridos; relação/utilização dos inquiridos com a biblioteca do IPS que frenquentam e grau de satisfação dos inquiridos em relação aos serviços prestados e em relação à atitude/atendimento dos profissionais da informação destas mesmas bibliotecas. Dos resultados obtidos, demonstra-se a necessidade de uma maior eficácia das unidades documentais que integram o IPS a qual passa pela partilha e investimento ao nível dos recursos tecnológicos e humanos adequando-os às exigências preconizadas para o novo Espaço Europeu de Ensino Superior - EEES. Demonstra-se ainda que na generalidade, os estudantes/utilizadores das 5 bibliotecas estudadas encontram satisfação média no que se refere à globalidade dos serviços disponibilizados pelas mesmas, assim como: uns procedimentos profissionais do pessoal técnico a exercer funções nessas unidades documentais. Demonstra-se necessário não só refletir sobre a necessidade de levar a cabo e regularmente ações de formação dos utilizadores (professores e alunos) no intuito de dotar estes de "empowerment" adequado às suas reais necessidades, como também criar sinergias adequadas à implementação de serviços apoioados na convergência de experiências e formação específica dos profissionais de informação do IPS, que se constituam como uma mais-valia no papel ativo dos estudantes para construção de uma Europa do Conhecimento.

New markov chain based methods for single and cross-domain sentiment classification

Nowadays communication is switching from a centralized scenario, where communication media like newspapers, radio, TV programs produce information and people are just consumers, to a completely different decentralized scenario, where everyone is potentially an information producer through the use of social networks, blogs, forums that allow a real-time worldwide information exchange. These new instruments, as a result of their widespread diffusion, have started playing an important socio-economic role. They are the most used communication media and, as a consequence, they constitute the main source of information enterprises, political parties and other organizations can rely on. Analyzing data stored in servers all over the world is feasible by means of Text Mining techniques like Sentiment Analysis, which aims to extract opinions from huge amount of unstructured texts. This could lead to determine, for instance, the user satisfaction degree about products, services, politicians and so on. In this context, this dissertation presents new Document Sentiment Classification methods based on the mathematical theory of Markov Chains. All these approaches bank on a Markov Chain based model, which is language independent and whose killing features are simplicity and generality, which make it interesting with respect to previous sophisticated techniques. Every discussed technique has been tested in both Single-Domain and Cross-Domain Sentiment Classification areas, comparing performance with those of other two previous works. The performed analysis shows that some of the examined algorithms produce results comparable with the best methods in literature, with reference to both single-domain and cross-domain tasks, in $2$-classes (i.e. positive and negative) Document Sentiment Classification. However, there is still room for improvement, because this work also shows the way to walk in order to enhance performance, that is, a good novel feature selection process would be enough to outperform the state of the art. Furthermore, since some of the proposed approaches show promising results in $2$-classes Single-Domain Sentiment Classification, another future work will regard validating these results also in tasks with more than $2$ classes.

Degree of satisfaction among hearing aid users

Introduction: Hearing loss (HL) is defined as the complete or partial loss of hearing ability. Aims: To characterize (1) the degree of satisfaction among adult and elderly hearing aid (HA) users who were treated by a public hearing health service and (2) the relationship between satisfaction and the variables of gender, age, degree of HL, and type of HA. Method: The clinical and experimental study included the administration of the Satisfaction with Amplification in Daily Life (SADL) questionnaire to 110 patients who had used HAs for more than 3 months and were 18 years of age or older. Results: Test patients were sex-balanced (48% were women) and had a mean age of 67 years. A relatively high incidence of sensorineural moderate HL was detected in the study patients (66%) and device B was the most commonly used HA type (48%). No significant differences were evident between HA satisfaction and sex. The importance placed on services/costs and personal image varied between age groups. Correlation was evident at all levels between user satisfaction and amplification. Decreased satisfaction was observed in individuals with severe and/or profound HL. The type of HA used yielded statistically significant differences in the positive effects referring. Conclusion: No correlations were evident between the different factors proposed. HA users exhibited high levels of satisfaction in all SADL areas

Procuring Sydney’s Olympic Stadium : a world class event?

This paper describes and analyses the procurement processes employed in delivering the Sydney Olympic Stadium – arguably the most significant stadia project in the region today. This current high profile project is discussed in terms of a case study into the procurement processes used. Interviews, personal site visits and questionnaires were used to obtain information on the procurement processes used and comments on their application to the project. The alternative procurement process used on this project—Design and Construction within a Build, Own, Operate and Transfer (BOOT) project—is likely to impact on the construction industry as a whole. Already other projects and sectors are following this lead. Based on a series of on-site interviews and questionnaires, a series of benefits and drawbacks to this procurement strategy are provided.The Olympic Stadium project has also been further analysed during construction through a Degree of Interaction framework to determine anticipated project success. This analysis investigates project interaction and user satisfaction to provide a comparable rating. A series of questionnaires were used to collect data to calculate the Degree of Interaction and User Satisfaction ratings.

Satisfaction and acceptance with learning management systems

More and more often, universities make the decision to implement integrated learning management systems. Nevertheless, these technological developments are not realized without any trouble, and are achieved with more or less success and user satisfaction (Valenduc, 2000). It is why the presented study aims at identifying the factors influencing learning management system satisfaction and acceptance among students. The Technology Acceptance model created by Wixom and Todd (2005) studies information system acceptance through user satisfaction, and has the benefit of incorporating several ergonomic factors. More precisely, the survey, based on this model, investigates behavioral attitudes towards the system, perceived ease of use, perceived usefulness, as well as system satisfaction, information satisfaction and also incorporates two groups of factors affecting separately the two types of satisfaction. The study was conducted on a representative sample of 593 students from a Brussels university which had recently implemented an integrated learning management system. The results show on one hand, the impact of system reliability, accessibility, flexibility, lay-out and functionalities offered on system satisfaction. And on the other hand, the impact of information accuracy, intelligibility, relevance, exhaustiveness and actualization on information satisfaction. In conclusion, the results indicate the applicability of the theoretical model with learning management systems, and also highlight the importance of each aforementioned factor for a successful implantation of such a system in universities.

Who uses NHS saúde 24 hotline? Has the user changed over time?

There has been an increase in the use of telephone-based services and internet throughout the years and, therefore, the Saúde 24 Hotline has become an important service in Portugal. This service aims to screen, counsel and refer the patient in order to avoid unnecessary visits to health institutions and also to indicate the most appropriate resource according to the illness. This work has two different questions: the first one examines the determinants of satisfaction that have more influence on the overall satisfaction of the Saúde 24 Hotline users. The second one aims to analyze if the confidence level of the users is increasing over time, measured by following the recommendation. The first study was conducted on a random sample collected from June to October 2014, which was taken from the User Satisfaction Survey. The second approach includes data from January 2008 to December 2014 from the Clinical Data Base of all users who have called the Hotline. Findings suggest that the majority of users are very satisfied with the service and the variables with more impact on the overall satisfaction are commitment and availability from the nurse, adequacy of call duration and quick identification of the problem. The survey indicates that 94% of respondents follow the recommendation and on average people have called the hotline 3 times in the previous year. The results from the Clinical Database show that people who were recommended to go to the emergency room are more likely to follow the advice than the people who were recommended to book routine appointments

Consumer satisfaction with water, wastewater and waste services in Portugal

While the concept of consumer satisfaction is a central topic in modern marketing theory and practice, citizens' satisfaction with public services, and especially water and waste services, is a eld that still remains empirically rather unexplored. The following study aims to contribute to this area by analysing the determinants of user satisfaction in the water, wastewater and waste sector in Portugal, using a unique survey of 1070 consumers undertaken by the Portuguese Water and Waste Regulator ERSAR. I perform an analysis of the relation between overall service satisfaction and attributespeci c service satisfaction with an ordered logit model. I then explore if subjective consumer satisfaction can be re ected by ERSAR's technical performance indicators. The results suggest that overall consumer satisfaction is driven by consumer's satisfaction with speci c service aspects but unrelated to socioeconomic and demographic characteristics. Furthermore, I show that there is no monotonic association between ERSAR's technical performance indicators and consumers' levels of satisfaction.

Projets des logements à la suite des désastres : analyse du système organisationnel et évaluation de la satisfaction des usagers dans un projet de reconstruction dans la région du Maghreb

Plusieurs études ont révélé des problèmes récurrents au niveau de la performance et de la gestion des projets de reconstruction à la suite des catastrophes dans les pays en voie de développement (PEVD). Ces projets doivent faire face à des conditions de vulnérabilité des habitants, engendrées par des facteurs politiques, économiques, sociaux et culturels. Les divers participants - contraints par un accès limité à l’information - sont confrontés à travailler dans un contexte hostile ayant un niveau d’incertitude élevé. Ce niveau d’incertitude augmente les risques du projet de reconstruction, particulièrement le risque d’insatisfaction des usagers. Ce travail vise à mettre en parallèle l’analyse du système organisationnel adopté pour la conduite d’un projet de reconstruction et celle du niveau de satisfaction des usagers. Il émet l’hypothèse suivante: deux facteurs organisationnels influencent largement le niveau de satisfaction de la part des bénéficiaires d’un projet de reconstruction de logements à la suite d’un désastre en PEVD: (i) le niveau de centralisation de la prise de décisions (jumelée au manque d’information) au sein de la Multi-Organisation Temporaire (MOT); et (ii) la capacité de la structure organisationnelle de la MOT d’impliquer la participation active des usagers au niveau de la planification, de la gestion, du financement et du design du projet. Afin d’atteindre cet objectif, une recherche empirique fut menée pour analyser le cas des inondations ayant eu lieu en 2003 dans une ville dans la région du Maghreb. Le niveau de satisfaction des usagers a été déterminé grâce à des indicateurs de transfert de technologie qui se basent sur l’analyse du « Cadre Logique » - une méthode d’évaluation largement utilisée dans le domaine du développement international. Les résultats de la recherche ne visent pas à identifier une relation de cause à effet entre les deux variables étudiées (la structure organisationnelle et la satisfaction des usagers). Cependant, ils mettent en évidence certains principes du montage et de la gestion des projets qui peuvent être mis en place pour l’amélioration des pratiques de reconstruction.

Fatores que afetam a satisfação e a fidelidade do consumidor: um estudo com usuários de calçado esportivo (tênis), na Região Sul da cidade de Natal

This paper aims to investigate the factors that influence the satisfaction and fidelity of tennis´s users with the region southern city of Natal, capital of Rio Grande do Norte as the area of analyzing , using the national satisfaction index models as a tool to study. In this study was used the questionnaire as a tool for collecting data based on the new Norwegian customer satisfaction barometer model proposed by Johnson et. al. (2001). The data collection took place during the months of May and June 2008, when 450 tennis´s users were interviewed. The main results obtained by multiple regression analysis and logistic regression showed that the users' satisfaction with the tennis´s brand is influenced by the quality, comfort, material used in the manufacture and price, while fidelity is potentized by the image of the brand and the satisfaction degree with the user's tennis and with the brand of tennis. In relation to user satisfaction with the tennis, that satisfaction is influenced by the quality, comfort, weight and the material used, while fidelity is potentized by the satisfaction with the tennis´s brand, with the possibility of paying the same amount again and the emotional commitment. As the processing of claims there was no direct influence on satisfaction and consumers fidelity due to the low number complaints

A Satisfaction-based Model for Affect Recognition from Conversational Features in Spoken Dialog Systems

Detecting user affect automatically during real-time conversation is the main challenge towards our greater aim of infusing social intelligence into a natural-language mixed-initiative High-Fidelity (Hi-Fi) audio control spoken dialog agent. In recent years, studies on affect detection from voice have moved on to using realistic, non-acted data, which is subtler. However, it is more challenging to perceive subtler emotions and this is demonstrated in tasks such as labelling and machine prediction. This paper attempts to address part of this challenge by considering the role of user satisfaction ratings and also conversational/dialog features in discriminating contentment and frustration, two types of emotions that are known to be prevalent within spoken human-computer interaction. However, given the laboratory constraints, users might be positively biased when rating the system, indirectly making the reliability of the satisfaction data questionable. Machine learning experiments were conducted on two datasets, users and annotators, which were then compared in order to assess the reliability of these datasets. Our results indicated that standard classifiers were significantly more successful in discriminating the abovementioned emotions and their intensities (reflected by user satisfaction ratings) from annotator data than from user data. These results corroborated that: first, satisfaction data could be used directly as an alternative target variable to model affect, and that they could be predicted exclusively by dialog features. Second, these were only true when trying to predict the abovementioned emotions using annotator?s data, suggesting that user bias does exist in a laboratory-led evaluation.