Effects of business-to-business customer orientation, satisfaction and retention on firm profitability

The objective of this master’s thesis was to examine the effect of customer orientation on customer satisfaction and how customer satisfaction and customer retention contribute to firm profitability. Beside customer orientation, also other antecedents of customer satisfaction, i.e. service quality, flexibility, trust and commitment, were investigated as control variables. Literature review revealed several research gaps concerning research of the key concepts. These research calls were also answered. The empirical study focused on one case company, a telecommunication expert. The data for the empirical part was collected with web-based questionnaire from case company’s business customers in January-February 2008. Sample (N=95) produced 59 answers, thus the response rate of the survey was 62,1%. The data was analyzed by using statistical analysis program, SPSS. As a conclusion, the results indicate that customer orientation do not affect customer satisfaction directly, but through service quality, flexibility and trust. Moreover, customer satisfaction has positive impacts on commitment and intentions to stay as a customer in the future, but not on profitability. In the present study, only past purchase behavior, measured with customer database measure, is positively related to firm profitability.

Building distributed high availability system

Today’s commercial web sites are under heavy user load and they are expected to be operational and available at all times. Distributed system architectures have been developed to provide a scalable and failure tolerant high availability platform for these web based services. The focus on this thesis was to specify and implement resilient and scalable locally distributed high availability system architecture for a web based service. Theory part concentrates on the fundamental characteristics of distributed systems and presents common scalable high availability server architectures that are used in web based services. In the practical part of the thesis the implemented new system architecture is explained. Practical part also includes two different test cases that were done to test the system's performance capacity.

The effects of safety climate and trust on job satisfaction

Job satisfaction has been a frequently studied concept in organizational behavior. Past research has shown that trust in top management is an important factor influencing job satisfaction. To date, little attention has been paid to safety climate perceptions as a possible predictor of job satisfaction. In our study we investigated the direct and interactive effects of trust in top management and individual-level perceptions of safety climate in predicting job satisfaction. The findings of this study point to the importance of positive perceptions of safety climate on employees' job satisfaction when trust in top management is low.

Satisfaction with pregnancy and delivery services: The quality of maternity care services as experienced by women

Objective: The objective of this study was to investigate the opinions of women regarding the satisfaction about the quality of maternity care received. We hope to establish whether health care technology increases satisfaction or whether it actually interferes with the construction of personal satisfaction in the process of care. Design and setting: Information was gathered using the focus group technique. The area of study comprised the post-natal groups run as part of the Sexual and Reproductive Health Programme of the Catalan Health Authority. (Spain) Participants: Five focus groups were held between May 2006 and July 2007. Findings: Quality of care is a complex concept in which a number of independent core features can be identified. We have grouped these core features into three basic categories. Safety: the hospital and its technological facilities, and the technical expertise of health professionals. The other two main pillars of quality of care are the human dimension of the relationship between the carers and the patient, and finally the structural aspects that determine the context in which the heath care is provided. Key conclusions and implications for practice: The mothers of our study feel satisfied with healthcare technology and view it as a source of security; technology become indispensable features in order to reduce the anxiety provoked by the perceived lack of confidence in their ability as mothers. In this study, women, both during pregnancy and especially when giving birth, believe their feelings and values should be understood by professionals, from whom they seek empathy and a personal commitment, and not just information.

Satisfaction with pregnancy and delivery services: The quality of maternity care services as experienced by women

Objective: The objective of this study was to investigate the opinions of women regarding the satisfaction about the quality of maternity care received. We hope to establish whether health care technology increases satisfaction or whether it actually interferes with the construction of personal satisfaction in the process of care. Design and setting: Information was gathered using the focus group technique. The area of study comprised the post-natal groups run as part of the Sexual and Reproductive Health Programme of the Catalan Health Authority. (Spain) Participants: Five focus groups were held between May 2006 and July 2007. Findings: Quality of care is a complex concept in which a number of independent core features can be identified. We have grouped these core features into three basic categories. Safety: the hospital and its technological facilities, and the technical expertise of health professionals. The other two main pillars of quality of care are the human dimension of the relationship between the carers and the patient, and finally the structural aspects that determine the context in which the heath care is provided. Key conclusions and implications for practice: The mothers of our study feel satisfied with healthcare technology and view it as a source of security; technology become indispensable features in order to reduce the anxiety provoked by the perceived lack of confidence in their ability as mothers. In this study, women, both during pregnancy and especially when giving birth, believe their feelings and values should be understood by professionals, from whom they seek empathy and a personal commitment, and not just information.

Early childhood constraint therapy for sensory/motor impairment in cerebral palsy: a randomised clinical trial protocol.

INTRODUCTION: Cerebral palsy (CP) is the most common physical disability in childhood. It is a disorder resulting from sensory and motor impairments due to perinatal brain injury, with lifetime consequences that range from poor adaptive and social function to communication and emotional disturbances. Infants with CP have a fundamental disadvantage in recovering motor function: they do not receive accurate sensory feedback from their movements, leading to developmental disregard. Constraint-induced movement therapy (CIMT) is one of the few effective neurorehabilitative strategies shown to improve upper extremity motor function in adults and older children with CP, potentially overcoming developmental disregard. METHODS AND ANALYSIS: This study is a randomised controlled trial of children 12-24 months corrected age studying the effectiveness of CIMT combined with motor and sensory-motor interventions. The study population will comprise 72 children with CP and 144 typically developing children for a total of N=216 children. All children with CP, regardless of group allocation will continue with their standard of care occupational and physical therapy throughout the study. The research material collected will be in the form of data from high-density array event-related potential scan, standardised assessment scores and motion analysis scores. ETHICS AND DISSEMINATION: The study protocol was approved by the Institutional Review Board. The findings of the trial will be disseminated through peer-reviewed journals and scientific conferences. TRIAL REGISTRATION NUMBER: NCT02567630.

Evaluation de l'impact des nouvelles Directives et recommandations architecturales des établissements médico-sociaux vaudois (DAEMS) sur la satisfaction des usagers

L'environnement construit contribue à influencer la santé des individus, selon l'Organisation Mondiale de la Santé. L'architecture des établissements médico-sociaux (EMS) peut, elle aussi, produire un impact sur le bien-être et la satisfaction des résident-e-s et des autres usagers. Dans le canton de Vaud, des normes architecturales de construction des EMS (les Directives et recommandations architecturales des établissements médico-sociaux, DAEMS) ont été créées en 2003 afin d'optimiser la conception des EMS par rapport aux besoins des usagers. Notre étude a pour but de vérifier si les EMS construits selon les DAEMS sont associés avec une satisfaction accrue des usagers par rapport aux EMS qui n'ont pas été construits selon ces directives. "Le but de la présente étude est de vérifier si le fait de construire les EMS selon les DAEMS est associé avec une plus grande satisfaction chez les usagers par rapport aux EMS qui n'ont pas été construits selon les DAEMS. Nous avons effectué une comparaison de la satisfaction auprès des trois-publics qui sont les principaux usagers des EMS, à savoir les résident-e-s, leurs proches de référence, et les professionnel-le-s en EMS. Trente EMS ont participé à l'étude, à savoir dix construits selon les DAEMS (EMS « DAEMS »), et vingt qui n'ont pas été construits selon les DAEMS (EMS « non-DAEMS »). Ce rapport a été défini pour garantir une bonne validité statistique des résultats"

Etude du support publicitaire, des critères de choix et de la satisfaction des patients de deux centres dentaires

Le propos général de ce mémoire est de déterminer pourquoi un nouveau patient choisit de prendre rendez-vous dans un centre dentaire et d'évaluer son niveau de satisfaction. L'étude est basée sur un questionnaire distribué lors du premier rendez-vous des nouveaux patients. Il est constitué de trois sections (socio-démographie, critères de choix, satisfaction) et est complété par le patient en deux phases, les parties socio-démographiques et critères de choix avant le traitement par le dentiste et la partie satisfaction après le traitement. L'échantillon de patients provient de deux centres dentaires ayant les mêmes exigences en termes d'accueil et de qualité des soins, l'un étant situé dans le canton de Zurich et l'autre dans le canton de Fribourg. [...] [Extrait p. 4]

Improving treatment satisfaction to increase adherence.

Poor adherence to treatment is a major issue for the management of hypertension and other chronic conditions. Although it is common among hypertensive patients and a cause of uncontrolled hypertension, poor adherence remains very difficult to diagnose in clinical practice. Moreover, it is unclear how to improve adherence. Hence, identifying potentially modifiable factors that are associated with treatment adherence among hypertensive patients is of high clinical interest. Treatment satisfaction is usually defined 'as the individual's rating of important attributes of the process and outcomes of his/her treatment experience'. Treatment satisfaction is conceptually difficult to define as it can encompass the entire treatment experience, going from the satisfaction with the medication to the satisfaction with health-care delivery system. Nevertheless, it represents an interesting patient reported outcome potentially useful to understand patient's perspectives and to evaluate some elements of the quality of care. Maintaining a long-term high treatment satisfaction is a serious challenge in patients having to take drugs for chronic conditions, such as hypertension.

Extension and evaluation of JXTA protocols for supporting reliable P2P distributed computing

Peer-reviewed