Published Article / 'n Groot hoeveelheid eiendomsagente het tot die eiendomsagentskapsbedryf toegetree in die laaste paar jaar. Tersel fdertyd het die kliënte se beoordeling van die kwaliteit van dienslewering deur eiendomsagente in die bedryf 'n afwaartse neiging getoon. Hierdie persepsie van swak kwaliteit lei tot 'n negatiewe impak op die bedryf. Navorsing gedurende 2004 het uitgewys dat kliënte in die Bloemfontein streek oor die algemeen nie tevrede is met die gehalte van dienslewering deur eiendomsagente in die bedryf nie. Respondente het sekere areas waar verbeterde hoë vlak dienslewering kan plaasvind, uitgewys. Hierdie navorsing en aanbevelings het dit moontlik gemaak om 'n model te ontwikkel vir die verkryging van maksimale tevredenheid van beide kopers en verkopers. A large number of estate agents entered the real estate industry in the last few years. At the same time the client rating of the quality of services offered by estate agents in the industry followed a downward trend. This perception of poor quality is causing a negative impact on the industry. Research done in 2004 has identified that clients within the Bloemfontein region are generally not satisfied with the level of service delivery by estate agents within the industry. Respondents did identify certain areas that could be improved in order for estate agents to deliver a superior level of service. On the basis of this research and recommendations, it was possible to develop a model of the service delivery that will maximise the satisfaction of both buyers and sellers.

The current study aims to clarify how therapist competence/adherence relates to client characteristics, consumer satisfaction, and dropout rates for family interventions for schizophrenia. The study was conducted as part of a larger treatment trial which will test the efficacy of a culturally informed therapy for schizophrenia (CIT-S), against a treatment as usual (TAU) comparison group. Encouragingly, overall, therapists were found to demonstrate very high levels of competence/adherence in both treatment conditions. As hypothesized, less severe psychiatric symptoms and lower ratings of family difficulty were related to greater therapist competence/ adherence in several non-specific (e.g., establishing rapport) and CIT-S specific (fostering family cohesion) domains of treatment. Also as hypothesized, certain aspects of greater competence/ adherence were related to lower dropout rates and higher consumer satisfaction. Contrary to expectations, general emotional distress and family cohesion were not related to competence/adherence. This study suggests that clinicians and clinical researchers may want to take certain client characteristics into account when evaluating therapist performance, choosing clients who are most suitable for therapy, and providing feedback to supervisees. Additionally, clinicians and researchers may want to monitor therapist performance early on in treatment in order to address issues which may impact consumer satisfaction and treatment retention.

This research investigates how the nature and scope of vocational education and training (VET) in Victoria has changed as a result of legislation passed in 1990 to enable privately owned Registered Training Organisations (RTOs) to provide government accredited training. An interpretive paradigm and multiple data gathering techniques have been applied. These included the examination of primary historical and economic documents which demonstrated why the VET system changed in Australia and quantifiable statistics which illustrated how the system changed over the period covered; from 1990/1 to 2002/3. Semi-structured interviews with a purposeful sample of 21 RTOs assisted in exploring the impact of the entry of privately owned RTOs into the Victorian training market. The wide experience and in-depth knowledge of the VET sector by the researcher acted as an underpinning device. The evidence from my interviews illustrated how the privately owned RTOs in my sample provided relevant, customised and contextualised training, differentiated their services to ensure they met client needs, responded rapidly to changes in demand and exhibited considerable adaptability in their arrangements for training delivery. This adaptability extended, amongst other things, to the location, timing and mode of delivery. It became apparent that the increased diversity found, had unintended consequences. These included an increase in the perceived complexity of the VET sector for those working within it and adversely affecting the extent to which national consistency has been achieved.

The research study proposed in this report reviews and integrates the literature on client/parent satisfaction with Therapeutic Assessment. Specifically, the importance of parent collaboration and the intervention potential of child assessment are highlighted. The result is the development of a parent self-report measure that could be utilized in multiple settings to assess the interpersonal and collaborative experiences of parents. It is these experiences of parents which have been shown to be more highly related to general satisfaction than outcomes or demographics. The methodology includes Confirmatory Factor Analysis to revise the scale and MANCOVA to compare traditional assessment with collaborative/therapeutic assessment practices in multiple settings. / text

Thesis (M.P.H.M. (Primary Health Care Management))--Mahidol University, 2004.

Este trabalho aborda a percepção dos familiares, pacientes e clientes externos que utilizam os serviços de alimentação do Hospital Moinhos de Vento (HMV), localizado em Porto Alegre. No presente estudo, foram consideradas pesquisas internas aplicadas aos pacientes e acompanhantes no período de 2003 a 2004, totalizando 3592 respondentes, resultando em um estudo de perfil qualitativo e quantitativo. Juntamente com estas análises, realizou-se uma pesquisa de mercado para fins de benchmarking. Na análise de dados, foi possível estratificar os atributos de acordo com sua prioridade. Obteve-se a indicação de oportunidades de melhoria nos seguintes atributos: ambientação (estrutura física e instalações), atendimento, qualidade da refeição oferecida, tempo de entrega dos pedidos e horários de atendimento. Com base nos resultados obtidos na pesquisa, foram propostas ações de melhoria, as quais contemplam a visão dos clientes dos serviços de alimentação do HMV. As ações de melhoria foram implantadas gerando resultados positivos para a instituição, melhorando a percepção da qualidade a partir do ponto de vista dos pacientes, acompanhantes e funcionários. / This research focus the perception of the family, patients and outer clients that use the alimentation services of Moinhos de Vento Hospital (MVH), located in Porto Alegre. This study considered inside surveys applied to patients and their companions during the years of 2003 and 2004, getting a total of 3,592 replies, the result was a qualitative and quantitative profile study. Together with this data, it was accomplished a market research with the aim of benchmarking. In the data analysis, it was possible to stratify the qualities according to its priority. It was gotten an improvement opportunity indication for the following attributes: accommodation (physical structure and installations), attendance, offered meal quality, order delivery time, and working hours. Based on the research results, improvement actions were proposed, which regard the clients’ view about the alimentation service at MVH. The improvement actions were established generating positive results to the institution, improving the quality perception from the patients, companions and employees point of view.

Este trabalho de conclusão aborda a satisfação de clientes em uma organização sem fins lucrativos. Através de um estudo de caso, procedeu-se uma avaliação qualitativa por meio de observação participante do pesquisador, percepções dos professores e acadêmicos envolvidos no atendimento prestado pelo Serviço de Nutrição do Centro Universitário Franciscano- UNIFRA, e também dos usuários finais do serviço. Objetivou-se, assim, avaliar como a satisfação de clientes é gerenciada neste serviço, usando-se as variáveis de pesquisa: estratégia, sistemas e pessoas como norteadoras das investigações efetuadas. Com o intuito de atingir os propósitos do estudo, o público envolvido no atendimento, composto por coordenador do serviço e professores, foi ouvido por meio de entrevistas semi-estruturadas. No público constituído de acadêmicos que prestam o atendimento e usuários do serviço foi utilizada a técnica de entrevista de grupos focalizados. Para o tratamento dos dados coletados procedeu-se a sua descrição, análise e interpretação. A análise dos resultados foi apresentada em blocos que contemplam: estratégia, sistemas e pessoas. As opiniões emitidas pelos públicos consultados e a observação do pesquisador apontaram acertos e oportunidades de melhoria no serviço prestado, dando indicativos de dimensões importantes para o gerenciamento da satisfação de clientes deste serviço. / This work deals with consumer satisfaction in a non-profitable organization. Through a case study, a qualitative assessment was developed based on participating observation of the researcher, perceptions of professors and academics evolved on Nutrition Service of “Centro Universitário Franciscano – UNIFRA”, and also of the service final users. The main goal was evaluate how the consumer satisfaction is managed on this service using the research variables: strategy, systems and person as starting points of the effectuated research. Intending to reach the study’s purpose, the public evolved on the service, compound by the service coordinators and professors, was heard through individual interview technique. In the public compound by academics that provide the service and service users the technique used was the focus group interview technique. For the treatment of the data collected it’s description, analysis and interpretation was made. The analysis of the results was divided in blocks that include: strategy, systems and persons. The opinions given by the consulted public and researcher observation pointed some things right and opportunities of making the service better, giving important indicatives for the management of the client satisfaction of this service.

Este trabalho de conclusão aborda a satisfação de clientes em uma organização sem fins lucrativos. Através de um estudo de caso, procedeu-se uma avaliação qualitativa por meio de observação participante do pesquisador, percepções dos professores e acadêmicos envolvidos no atendimento prestado pelo Serviço de Nutrição do Centro Universitário Franciscano- UNIFRA, e também dos usuários finais do serviço. Objetivou-se, assim, avaliar como a satisfação de clientes é gerenciada neste serviço, usando-se as variáveis de pesquisa: estratégia, sistemas e pessoas como norteadoras das investigações efetuadas. Com o intuito de atingir os propósitos do estudo, o público envolvido no atendimento, composto por coordenador do serviço e professores, foi ouvido por meio de entrevistas semi-estruturadas. No público constituído de acadêmicos que prestam o atendimento e usuários do serviço foi utilizada a técnica de entrevista de grupos focalizados. Para o tratamento dos dados coletados procedeu-se a sua descrição, análise e interpretação. A análise dos resultados foi apresentada em blocos que contemplam: estratégia, sistemas e pessoas. As opiniões emitidas pelos públicos consultados e a observação do pesquisador apontaram acertos e oportunidades de melhoria no serviço prestado, dando indicativos de dimensões importantes para o gerenciamento da satisfação de clientes deste serviço. / This work deals with consumer satisfaction in a non-profitable organization. Through a case study, a qualitative assessment was developed based on participating observation of the researcher, perceptions of professors and academics evolved on Nutrition Service of “Centro Universitário Franciscano – UNIFRA”, and also of the service final users. The main goal was evaluate how the consumer satisfaction is managed on this service using the research variables: strategy, systems and person as starting points of the effectuated research. Intending to reach the study’s purpose, the public evolved on the service, compound by the service coordinators and professors, was heard through individual interview technique. In the public compound by academics that provide the service and service users the technique used was the focus group interview technique. For the treatment of the data collected it’s description, analysis and interpretation was made. The analysis of the results was divided in blocks that include: strategy, systems and persons. The opinions given by the consulted public and researcher observation pointed some things right and opportunities of making the service better, giving important indicatives for the management of the client satisfaction of this service.

Este trabalho aborda a percepção dos familiares, pacientes e clientes externos que utilizam os serviços de alimentação do Hospital Moinhos de Vento (HMV), localizado em Porto Alegre. No presente estudo, foram consideradas pesquisas internas aplicadas aos pacientes e acompanhantes no período de 2003 a 2004, totalizando 3592 respondentes, resultando em um estudo de perfil qualitativo e quantitativo. Juntamente com estas análises, realizou-se uma pesquisa de mercado para fins de benchmarking. Na análise de dados, foi possível estratificar os atributos de acordo com sua prioridade. Obteve-se a indicação de oportunidades de melhoria nos seguintes atributos: ambientação (estrutura física e instalações), atendimento, qualidade da refeição oferecida, tempo de entrega dos pedidos e horários de atendimento. Com base nos resultados obtidos na pesquisa, foram propostas ações de melhoria, as quais contemplam a visão dos clientes dos serviços de alimentação do HMV. As ações de melhoria foram implantadas gerando resultados positivos para a instituição, melhorando a percepção da qualidade a partir do ponto de vista dos pacientes, acompanhantes e funcionários. / This research focus the perception of the family, patients and outer clients that use the alimentation services of Moinhos de Vento Hospital (MVH), located in Porto Alegre. This study considered inside surveys applied to patients and their companions during the years of 2003 and 2004, getting a total of 3,592 replies, the result was a qualitative and quantitative profile study. Together with this data, it was accomplished a market research with the aim of benchmarking. In the data analysis, it was possible to stratify the qualities according to its priority. It was gotten an improvement opportunity indication for the following attributes: accommodation (physical structure and installations), attendance, offered meal quality, order delivery time, and working hours. Based on the research results, improvement actions were proposed, which regard the clients’ view about the alimentation service at MVH. The improvement actions were established generating positive results to the institution, improving the quality perception from the patients, companions and employees point of view.

Este trabalho aborda a percepção dos familiares, pacientes e clientes externos que utilizam os serviços de alimentação do Hospital Moinhos de Vento (HMV), localizado em Porto Alegre. No presente estudo, foram consideradas pesquisas internas aplicadas aos pacientes e acompanhantes no período de 2003 a 2004, totalizando 3592 respondentes, resultando em um estudo de perfil qualitativo e quantitativo. Juntamente com estas análises, realizou-se uma pesquisa de mercado para fins de benchmarking. Na análise de dados, foi possível estratificar os atributos de acordo com sua prioridade. Obteve-se a indicação de oportunidades de melhoria nos seguintes atributos: ambientação (estrutura física e instalações), atendimento, qualidade da refeição oferecida, tempo de entrega dos pedidos e horários de atendimento. Com base nos resultados obtidos na pesquisa, foram propostas ações de melhoria, as quais contemplam a visão dos clientes dos serviços de alimentação do HMV. As ações de melhoria foram implantadas gerando resultados positivos para a instituição, melhorando a percepção da qualidade a partir do ponto de vista dos pacientes, acompanhantes e funcionários. / This research focus the perception of the family, patients and outer clients that use the alimentation services of Moinhos de Vento Hospital (MVH), located in Porto Alegre. This study considered inside surveys applied to patients and their companions during the years of 2003 and 2004, getting a total of 3,592 replies, the result was a qualitative and quantitative profile study. Together with this data, it was accomplished a market research with the aim of benchmarking. In the data analysis, it was possible to stratify the qualities according to its priority. It was gotten an improvement opportunity indication for the following attributes: accommodation (physical structure and installations), attendance, offered meal quality, order delivery time, and working hours. Based on the research results, improvement actions were proposed, which regard the clients’ view about the alimentation service at MVH. The improvement actions were established generating positive results to the institution, improving the quality perception from the patients, companions and employees point of view.