Iowa Health Focus, March 2006

Monthly newsletter for the Iowa Department of Public Health

Iowa Health Focus, April 2006

Monthly newsletter for the Iowa Department of Public Health

Iowa Health Focus Special Edition, February 21, 2006

Monthly newsletter for the Iowa Department of Public Health

Iowa Health Focus, June 2006

Monthly newsletter for the Iowa Department of Public Health

Iowa Health Focus, July 2006

Monthly newsletter for the Iowa Department of Public Health

Iowa Health Focus, August 2006

Monthly newsletter for the Iowa Department of Public Health

Iowa Health Focus, October 2006

Monthly newsletter for the Iowa Department of Public Health

Iowa Health Focus, May 2006

Monthly newsletter for the Iowa Department of Public Health

Iowa Health Focus, Spetember 2006

Monthly newsletter for the Iowa Department of Public Health

Iowa Health Focus, November 2006

Monthly newsletter for the Iowa Department of Public Health

Avaliação da Qualidade do Transporte Colectivo Urbano, na Cidade da Praia, e a Satisfação dos Utentes

A qualidade nas organizações de serviço tem-se tornado num tópico de muita importância, sendo reconhecida como uma variável estratégica para aumentar a sua eficácia e eficiência, ganhar vantagem competitiva e conduzir à satisfação dos seus clientes. Promover uma escala apropriada, que reflicta convenientemente as percepções e as expectativas dos clientes, deve ser uma preocupação tanto dos gestores de empresas como das agências governativas. O presente estudo empírico desenvolve e analisa uma escala de medição da qualidade de serviço, através da aplicação do modelo SERVQUAL, desenvolvido por Parasuraman et al. (1985, 1988, 1991), e adaptado para o serviço de transporte colectivo urbano de passageiros (TCUP). O procedimento levado a efeito na presente investigação apresenta 4 fases e 9 etapas, com a combinação do paradigma de Churchill (1979) e entrevistas focus group. A escala final SERVQUAL adaptada, com 23 itens, e as dimensões obtidas indicam que a mesma é altamente fiável (0,891) e válida, demonstrando assim que o procedimento seguido é aplicável e que os seus itens foram desenhados de acordo com as condições do sector. A pesquisa exploratória foi conduzida em Cabo Verde, na cidade da Praia, em Setembro de 2008, com 230 utentes regulares do serviço de TCUP. Os dados confirmam a existência de gaps, encontrando-se a maioria dos inquiridos (67%) insatisfeita com esse serviço. A análise factorial confirmou a existência de cinco dimensões, que determinam a qualidade de serviço no TCUP, na Praia, pela seguinte ordem de importância: “aparência física dos veículos/conforto”, “atenção personalizada/desempenho dos colaboradores”, “empatia”, “conveniência do serviço”, e, por último, “equipamento tangível”. Service quality has become a topic of great importance and it is recognized as a strategic variable to increase its efficiency and effectiveness in getting competitive advantage and leading to customer satisfaction. To seek a proper scale that can reflect perceptions and customers’ expectations accurately should be a concern for business managers as well as government agencies. Present empirical study develops and analyzes a measurement scale of quality service, through the application of SERVQUAL model developed by Parasuraman et al. (1985, 1988, 1991) and adapted for the urban passenger transportation. The procedure followed in present research indicates four phases and nine steps in connection to Churchill paradigm (1979) and focus group interview. The adapted final SERVQUAL scale, with 23 items, and the dimensions obtained indicated that it is highly reliable (0.891) and valid, showing this way that the procedure followed is applicable and their items were drawn according to the sector conditions. This exploratory research was performed in Cape Verde, at Praia in September 2008 with 230 regular’s users of bus service. The data confirms the existence of gaps and that the majority of the inquired are not pleased (67%) with their bus service. The factorial analysis confirms the existence of five dimensions, which determines the service quality in the bus service at Praia according to the following order of importance : “physical appearance of the bus/confort”, “personalized attention/results from the collaborators”, “empathy”, “service convenience” and lastly “tangible equipment”.

Iowa Health Focus, December 2006

Monthly newsletter for the Iowa Department of Public Health

Una escola municipal de música per al Prat de Llobregat : anàlisi del seu valor públic

Aquest estudi es proposa analitzar el valor públic del projecte d’Escola Municipal de Música del Prat de Llobregat. A aquest efecte, s’enfoca la mesura del valor públic des de múltiples perspectives d’acord amb els treballs de diversos autors. Després d’observar el procés de concreció del projecte i interpretar les característiques i previsions del servei, podem concloure que es tracta, d’entrada, d’un projecte amb valor públic i que el procés seguit n’ha afegit més. D’altra banda, també constatem que hi ha certs aspectes als quals caldrà estar atents durant el seu desplegament.

Intervening factors in attention flow of professionals injured by biological material

Objective: To describe the barriers and facilitator factors to follow the attention flow of professionals injured by biological material in the worker perspective. Method: Qualitative descriptive study with data collected through individual interviews with 18 injured workers, assisted in reference public units in the city of Goiânia. The content analysis was carried out with assistance of the ATLAS.ti 6.2 software, under the work organization and subjective perspectives. Results: From the interviews regarding the barriers and facilitator factors emerged the categories: organizational structure, Support from close people, and Knowledge influence. Conclusion: The organized services have enabled more qualified consultations and the workers follow-up, which caused a satisfaction feeling in relation to the working environment.