Consumer search of the web: An exploratory analysis of antecedents of web search satisfaction

This article explores consumer Web-search satisfaction. It commences with a brief overview of the concepts consumer information search and consumer satisfaction. Consumer Web adoption issues are then briefly discussed and the importance of consumer search satisfaction is highlighted in relation to the adoption of the Web as an additional source of consumer information. Research hypotheses are developed and the methodology of a large scale consumer experiment to record consumer Web search behaviour is described. The hypotheses are tested and the data explored in relation to post-Web-search satisfaction. The results suggest that consumer post-Web-search satisfaction judgments may be derived from subconscious judgments of Web search efficiency, an empirical calculation of which is problematic in unlimited information environments such as the Web. The results are discussed and a future research agenda is briefly outlined.

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.

CONTRIBUIÇÃO DOS CURSOS SUPERIORES DE TECNOLOGIA NA EDUCAÇÃO PROFISSIONAL DO TRABALHADOR BRASILEIRO

Os Cursos Superiores de Tecnologia são um tipo específico de graduação (tecnólogo), com características próprias, entre as quais, a focalização na especialização dos seus currículos e duração mais curta objetivando uma formação mais rápida. A graduação tecnológica vem sendo amplamente difundida no país desde a segunda metade da década de 1990, após a promulgação da lei no 9.394/96 LDB, e por uma série de decretos, portarias e pareceres do MEC/CNE. Entre as principais metas e objetivos do PNE para a educação superior, se destacam: diversificação do sistema superior de ensino para atender clientelas com demandas específicas de formação; articulação entre currículo e mercado de trabalho; financiamento e gestão; criação de políticas de acesso à educação superior que facilitem o ingresso de alunos provenientes de grupos de maior vulnerabilidade educacional; crescimento da oferta de educação superior para a faixa etária de 18 a 24 anos. O presente estudo tem por objetivo refletir e debater a contribuição dos CSTs na educação profissional do trabalhador brasileiro dentro das perspectivas do PNE. O estudo se fundamenta no método qualitativo, com base numa pesquisa exploratória e descritiva, caracterizada como estudo de caso único, através da pesquisa de campo realizada com alunos em formação e com egressos do Curso de Eletrônica Industrial da Faculdade de Tecnologia Senai Anchieta, na cidade de São Paulo. Para alcançar seus objetivos, o estudo foi dividido em duas etapas: a primeira faz uma análise das variáveis que caracterizam o perfil do aluno em formação buscando identificar sua percepção quanto à escolha pelo CST, conhecimento sobre essa modalidade de ensino e as expectativas futuras da profissão. Na segunda parte, o estudo faz uma análise da percepção do egresso acerca das habilidades e competências adquiridas durante a formação, o grau de satisfação com salário e plano de carreira, e a aceitação profissional do tecnólogo pelo mercado de trabalho. No estudo realizado com alunos em formação constatou-se que os índices de evasão escolar das primeiras turmas do curso foram elevados, sendo apontadas como principais causas as dificuldades de conciliação entre o horário de estudo com a do trabalho e as dificuldades econômicas familiares. O perfil do aluno em formação na IES em estudo é majoritariamente da faixa etária entre 18 e 24 anos; do gênero masculino; egresso do ensino médio feito em escola pública; morador em bairro periférico e natural de cidade da RMSP; o próprio aluno é responsável pelo pagamento das mensalidades; não houve interferência de terceiros na sua escolha pelo CST; tem percepção favorável quanto à empregabilidade futura como tecnólogo. A pesquisa com egressos apontou que os mesmos tem percepção favorável quanto à formação profissional recebida, exceto o fato de não terem atendido disciplinas que desenvolvessem competências gerenciais e de negócios; quanto à empregabilidade e perspectivas de carreira mostraram preocupação na valorização profissional do tecnólogo pelo mercado de trabalho; declararam estar insatisfeitos quanto ao salário recebido; quanto à educação continuada reconheceram ser esse o processo que os manterão atualizados profissionalmente. Como conclusão da pesquisa, há recomendação para estudos futuros na sondagem de outras possíveis causas da evasão escolar com alunos dos cursos com outros eixos temáticos e de IES públicas. Igualmente, aponta-se para a necessidade da proposta curricular da IES em estudo oferecer, além das disciplinas técnicas, outras que desenvolvam competências e habilidade em gestão de pessoas e negócios.

Assessing service satisfaction between a 3PL provider and a vehicle manufacturer using the SERVQUAL technique

This paper reports on a new study conducted within a leading UK based (and US owned) car manufacturing company looking at the satisfaction between parties within a newly formed third party logistics (3PL) relationship. The study contains a two-way assessment of the relationship (i.e. the vehicle manufacturer’s Parts Supply and Logistics Operation’s assessment of the 3PL’s service and the 3PL’s assessment of the vehicle manufacturer’s relationship management ability). The study principally used an online SERVQUAL survey, (backed up with an on-line questionnaire, and face to face interviews) for data collection. The paper discusses the background and problems that have arisen in the relationship, the analysis of how each of the parties sees one other in terms of the service provided. Also, the findings and recommendations presented to management are outlined: these include factors such as the need for information sharing, reliability, flexibility, role specificity, trust and effective requirements management.

Organizational commitment profiles and job satisfaction among Greek private and public sector employees

Recent research into organizational commitment has advocated a profiles-based approach. However, with the exception of Wasti, published findings are confined to North American samples. This article examines the relationships between organizational commitment profiles and job satisfaction in Greece. Greek organizations have rarely been the subject of detailed examination, so the study provides baseline information regarding levels of organizational commitment and job satisfaction in Greece. Both private sector (N = 1119) and public sector (N = 476) employees in Greece were surveyed, as this sectoral distinction is regularly associated with different patterns of job-related attitudes. The contrasts between Greek and Anglo-American values present a new challenge to the profiles approach. The results confirm the utility of the profiles approach to the study of organizational commitment. Affective organizational commitment was found to be most influential with respect to levels of intrinsic and extrinsic job satisfaction. This concurs with other studies of the behavioural outcomes of commitment. Copyright © 2007 Sage Publications.

Examining a key aspect of agency-to-business relationships:the effects of regulatory control on the satisfaction of regulated firms

This paper studies an overlooked, but highly important relationship, the relationship that exists between regulatory agencies (e.g., the EPA, OSHA, and the FDA) and the for-profit businesses they attempt to govern. Drawing on business-to-business control and satisfaction research, a framework is developed to understand how regulatory control influences the satisfaction levels of customer firms. Regulatory control is disaggregated into four distinct facets: the controlling agency, the rules and regulations of control, the processes used by the agency to apply the regulations, and sanctions. Each facet is hypothesized to have an effect on satisfaction. A regulator's administration of state food safety regulations provides the empirical context for testing the hypotheses. Results from a survey of 173 restaurants provide empirical support for the conceptual model. Most importantly, the study finds that the informal control process increases customer satisfaction, while the formal control process decreases customer satisfaction. We discuss how these and other findings may contribute to more effective agency-to-business relationships and ongoing research.

Response-based segmentation using Finite Mixture Partial Least Squares: theoretical foundations and an application to American Customer Satisfaction Index Data

When applying multivariate analysis techniques in information systems and social science disciplines, such as management information systems (MIS) and marketing, the assumption that the empirical data originate from a single homogeneous population is often unrealistic. When applying a causal modeling approach, such as partial least squares (PLS) path modeling, segmentation is a key issue in coping with the problem of heterogeneity in estimated cause-and-effect relationships. This chapter presents a new PLS path modeling approach which classifies units on the basis of the heterogeneity of the estimates in the inner model. If unobserved heterogeneity significantly affects the estimated path model relationships on the aggregate data level, the methodology will allow homogenous groups of observations to be created that exhibit distinctive path model estimates. The approach will, thus, provide differentiated analytical outcomes that permit more precise interpretations of each segment formed. An application on a large data set in an example of the American customer satisfaction index (ACSI) substantiates the methodology’s effectiveness in evaluating PLS path modeling results.