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Thesis (Ph. D.)--Ohio State University, 2009. / Title from first page of PDF file. Includes bibliographical references (p. 78-80).

Thesis (Ph. D.)--University of Wisconsin--Madison, 1984. / Typescript. Vita. Includes tables. eContent provider-neutral record in process. Description based on print version record. Includes bibliographical references (leaves 319-330).

In the midst of stiff and fierce competition and increased number of grocery retail outlets providing a variety of products, customers have become accustomed to patronizing multiple outlets. Retailers have recognized this trend and are of the view that customer satisfaction plays a role in the success of business strategies. Therefore it has become important for grocery retail stores to try and manage customer satisfaction. This paper was thus developed to investigate the satisfaction levels of customers in supermarkets. Data was collected from three supermarkets in Visby, Gotland. The study examined the importance of overall dimensions and specific elements of customer satisfaction towards the measurement of satisfaction levels. In addition, comparative analysis was conducted between the three relative grocery stores. Customer satisfaction levels were measured. The highest percentage of customers of the whole sample belonged to medium level of satisfaction. The statistical result concluded that customers of ICA Nära and customers of ICA were higher satisfied than those of Coop Forum. The results showed that customers felt satisfied with Location, Staff courtesy and Reliability of supermarkets as the top aspects that drive satisfaction while additional services were ranked lowest. Due to these results, the impact of these attributes on Customer satisfaction must not be underestimated.

Introduction Patient satisfaction is an important outcome of health care services and is regarded as one of the desired outcomes of care. Not much research has been done to measure satisfaction with maternity care services, especially in South Africa. Against this background this study aims to explore factors that influence women’s satisfaction with peri-partum care at Germiston hospital maternal unit. Methods: This cross-sectional descriptive study was done among 260 women aged 18 years and above during the first three days of the postpartum period. A structured questionnaire was used to gather information. The factors studied were: pain relief, cleanliness, privacy, health education, and information and participation in decision making about their care. Data capture and analysis was done using STATA 10 statistical software. Frequency tables were used to describe data and Chi-square test was used to test for association between patient satisfaction and marital status, level of education and pain relief. Results: Sixty eight percent and 63% of patients respectively were not satisfied with pain relief during labour and after delivery. A majority of women ninety seven percent were satisfied by how privacy was maintained by both nonmedical and medical staff. Ninety percent of the respondents were satisfied with the cleanliness of the environment. Less than fifty percent of women were satisfied with the information that was given to them by the doctors in order to make informed choices about their care in contrast to 63 % of women who were satisfied with the information that they got from the nurses. A majority of women 73% were not satisfied with the number of times that the health care providers asked for their opinion in planning their care. There was no association between the level of satisfaction and marital status, level of education and pain relief. Conclusion: There were varying levels of satisfaction with services during labour. Cleanliness, privacy and information sharing by nurses were viewed by women as adequate. In contrast pain relief, time spent explaining procedures and information sharing by doctors was rated as unsatisfactory. These three factors should be taken into account when designing quality improvement programmes in the maternity department.

Despite the technological developments in medical care, patients still experience unacceptable levels of waiting time (Barlow 2002). Health care users perceive waiting time as a problem and this is articulated by media reports on how citizens complain about long waiting before receiving any medical attention especially for a prearranged appointment. They express dissatisfaction about long waiting time at various departments such as admissions, casualty, polyclinic, and pharmacy. Waiting time is perceived as a problem equal to lack of access to health care services in South Africa and internationally. These complaints prompt negative media reporting about health care services at public hospitals and clinics. Such damaging reports about health facilities may prevent nursing and other health professions from attracting neophytes. The result will be more staff shortage that impacts negatively on waiting time. On the other hand the working class citizens expect to receive health care services in public health facilities timely and go to work. Unfortunately patients and their relatives wait longer than they anticipated and the waiting causes anger, anxiety, fear, frustration, and sadness. These emotions are caused by lack of information about the doctors’ whereabouts and often cause conflicts between users and health workers. Some public hospitals and clinics do not have mechanisms on information giving regarding the doctors’ activities that may affect the waiting time. This information may assist patients to make informed decisions whether to wait or reschedule an appointment. In an attempt to reduce waiting time the Gauteng Department of Health introduced several measures. The problem statement for this research study is that health care users express dissatisfaction about waiting time at public health facilities and they lodge complaints which make approximately 20-30% of the Patients Complaints Hotline in the Gauteng Province. It was in view of this problem statement that the purpose of this research study was formulated to explore health care users’ experiences of waiting time at a diabetes clinic in an academic hospital and describe perceptions to which they give rise; in order to utilise the findings to facilitate formulation of policy guidelines for management of waiting time aimed at promotion of comfort in the outpatient departments..

Abstract also in Chinese. / Thesis (MBA)--Chinese University of Hong Kong. / Bibliography: l. 67-69.

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Thesis--PlanB (M.S.)--University of Wisconsin--Stout, 2001. / Includes bibliographical references.