The major purpose of this study was to identify customer and employee satisfaction levels and the most important satisfaction factors in the lodging industry by the example of two hotel properties of a resort on the East Coast. This study included a sample of 267 customers, while the exact number of employees was unknown. The customer satisfaction survey was prepared by the consulting agency. It was conducted in the form of a 10-minute telephone interview with the customers who stayed at the resort 30 days prior to the survey. The customers indicated their satisfaction levels with six areas of the customer experience at the resort such as dining experience, golfing experience, experience with spa, beach club experience, experience with facilities/activities, and guest problems experience. Top 10 and lowest 10 customer satisfaction factors were found for both hotels of the resort. Four similar factors out of 10 positive ones were found to be in both of the hotel properties. Nine similar factors out of 10 were ranked as least satisfying in both of the hotels. The range score between the highest and the lowest customer satisfaction rating for the Hotel A was found to be 1.44, and for B Hotel 1.6. As for the overall customer satisfaction in two hotels, the overall customer satisfaction for the Hotel A was 4.5 (90%), and for the Hotel B was 4.58 (91.6%). To identify the customer satisfaction factors, four areas were selected for the analysis: staff, room divisions, recreation, and conflict resolution. Satisfaction with Room Divisions received the highest overall mean scores (4.64-for Hotel A, and 4.83- for Hotel B), while Conflict Resolution area received the lowest satisfaction scores for both of the Hotels (4.51- for Hotel A, 4.48- for Hotel B). The employee satisfaction questionnaire was created by the human resources department of the resort. The employee satisfaction survey was represented by 12 areas: the company; vision/mission/values; interact; your job; your department; physical work environment; communications; leadership, supervision and management effectiveness; teamwork; pay, opportunity, and benefits; career development and training; quality; and demographic information. To determine the employee satisfaction levels, the mean percentage scores of all positive and negative employees' responses were calculated. Satisfaction with Your Department received the highest positive total percentage mean score of 81.1%, while satisfaction with the Interact program implemented by the resort received the lowest positive mean percentage score of 44.0%. Similar to customer satisfaction, the 10 top positive and 10 bottom negative employee satisfaction response questions were identified. The strong positive relationship (r=0.66) was found between the Hotel A and B of the resort and customer satisfaction factors. Those areas that were ranked high by the customers of the Hotel A were also highly ranked by the Hotel B customers. A Person's correlation coefficient was run on the relationship between the hotel property and customer satisfaction levels. The strong positive association was found between two hotel properties and satisfaction statements. Paired sample t-test was also run in order to determine if there was a significant difference in customer satisfaction in two hotels A and B based on the customer's responses to the questionnaire. The t equal to (-2.5), and the probability of (0.016) were found. There was found to be statistical significant difference between the Hotel A and B customer satisfaction statements.

The purpose of the research was to investigate the level of job satisfaction of primary and secondary rural and farm school teachers in Gauteng West - D2. The following research questions were addressed: „X What is the nature of job satisfaction? „X What are the factors responsible for the job satisfaction and/or dissatisfaction of rural and farm school teachers? „X How can managers or those responsible for education create job satisfaction among rural and farm schoolteachers? In this study the researcher developed a questionnaire which was used as a measuring instrument for the research. The questionnaire was designed within the framework regarding levels of job satisfaction to improve performance. The questionnaire can be used for future research studies. The results of the study indicated that three of the 27 factors showed statistically significant differences, namely, types of school, highest educational qualifications and racial groups. The main conclusion drawn from the research is that rural and farm school teachers in Gauteng West-D2 are not satisfied with their environment and available facilities. Finally there is a need for a follow - up study to be conducted on all teachers in Gauteng West ¡V D2 to determine the level of job satisfaction of all teachers. / Ms. D. Groenewald

Ces 20 dernières années, la mortalité attribuable à l’anesthésie a été divisée par 10. Cette baisse de mortalité offre la possibilité de porter une attention plus importante à certains critères d’évaluation, reportés par les patients, tels que le vécu ou la satisfaction. Appliqué au contexte periopératoire, le vécu du patient peut constituer un indicateur de résultats de l’anesthésie, à classer aux côtés de la morbidité et de la mortalité. Une prémédication anxiolytique est largement pratiquée avant une intervention chirurgicale à travers le monde. Une autre stratégie répandue pour améliorer le vécu du patient consiste à réaliser une sédation prolongée au décours des interventions réalisées sous anesthésie locorégionale. Ces pratiques ne reposent que sur un faible niveau de preuve et leur efficacité n’est pas évaluée.Ce travail de thèse à permis de développer deux outils d’analyse de la période periopératoire, soit un questionnaire d’évaluation de l’anxiété préopératoire et une échelle d’évaluation du vécu periopératoire en anesthésie locorégionale. Ces outils ont été déployés au sein d’une démarche de recherche clinique afin d’évaluer formellement l’efficacité de la prémédication sédative et celle de la sédation peropératoire dans deux études prospectives randomisées distinctes. Les résultats mettent en évidence que si l’anxiété préopératoire est liée à un moins bon vécu global de la période periopératoire, la réalisation systématique d’une prémédication ou d’une sédation ne résulte pas en une meilleure expérience pour le patient et est à l’origine d’effets adverses significatifs. / The last 20 years, mortality due to anesthesia was divided by 10. This decline in mortality allows to bring more attention to certain evaluation criteria, reported by patients, such as experience or satisfaction. Applied to the perioperative context, the patient experience can be a major outcome of anesthesia, alongside morbidity and mortality. Different empirical approaches, are implemented for several years to improve the patient experience. Sedative premedication is widely practiced before surgery worldwide. Another common strategy to improve the patient experience is to perform continuous sedation in interventions performed under regional anesthesia. These practices rely on a low level of evidence and their effectiveness is not evaluated. Such an assessment would require the use of validated tools together with a clinical experimental approach placing the patient experience as the primary endpoint.This thesis allowed to develop two tools for analyzing the perioperative period, i.e. an evaluation of preoperative anxiety and the assessment of perioperative patient experience in regional anesthesia. These tools have been deployed in a clinical research process to formally evaluate the effectiveness of sedative premedication and intraoperative sedation in two separate randomized studies. The results show that if preoperative anxiety is related to poorer overall experience of the perioperative period, the systematic implementation of premedication or sedation does not result in a better experience for the patient and could lead to significant adverse effects.

No description available.

No description available.

La présente recherche étudie les qualités psychométriques d'une version française du Kansas Marital Satisfaction Scale, nommée Échelle Kansas de la Satisfaction Conjugale (EKS). Cette échelle est administrée à 154 étudiants universitaires avec l'Échelle d'Ajustement Dyadique (EAD) et l'Inventaire des Opinions sur la Relation Conjugale-Révisé (IORC-R). Les résultats montrent que l'EKS se trouve fortement corrélé avec l'EAD et négativement et modérément avec l'IORC-R et son facteur Le Désaccord Est Destructif. L'EKS a pu aussi départager de manière satisfaisante les sujets qui sont en difficulté ou non selon leur score à l'EAD. De plus, l'EKS possède une excellente cohérence interne et une stabilité temporelle satisfaisante avec un délai de deux semaines. Un problème d'inversions des scores par les participants fait cependant croire en la nécessité de modifier la présentation du questionnaire. L'étude indique que l'EKS permet, une fois les inversions corrigées, d'évaluer de manière fidèle et valide la satisfaction conjugale globale.

This research seeks to understand and explain job satisfaction levels, dissatisfaction and turnover at the North West Housing Corporation in the Department of Local Government and Traditional Affairs. It is a six-fold study; with level one addressing the background of the study paying particular attention to a number of areas which include the statement of the problem, objectives of the study. research questions and others. Secondly it looks at the background of the North West Housing Corporation and how it was established. Thirdly this study presents the background theory of this research in terms of the various approaches and theories pertaining to the subject of job satisfaction. controversies and raging academic debates that seek to push the thinking of the subject forward. Fourthly, it addresses the methodology adopted in this research. Fifthly. it presents empirical descriptive and analytical empirical findings of the research. Lastly, it presents the overall conclusion of this study. It is important to recognise that by paying particular attention to job satisfaction levels, dissatisfaction and turnover at the North West Housing Corporation, using approaches and theories developed elsewhere, this study breaks new ground in pushing the thinking around this topic in ways in which others have not appreciated. The method used by the researcher was a questionnaire to collect data from there pendent. From the literature survey, it was established by this research that the work performance of employees does help an organisation to improve service delivery. Alongside this various approaches and theories to job satisfaction were survey at great detail in this research. The relationship between job satisfaction and employee was also addressed within the context of the literature survey in this study. Inconsistencies within the literature concerning turnover were also found especially with regard to the uncertainty surrounding both definition and measurement of job satisfaction. Within this context it was found that the concept of job satisfaction was strongly connected to an employee· s intention to leave present employment which triggered turnover within that particular organisation. The literature survey of this research is very broad and wide paying particular attention to the raging debates and controversies around the topic under study in ways that contribute to the understanding of the social science disciplines. The empirical findings of this research have been presented in ways that strengthen the understanding and explanation of job satisfaction, dissatisfaction and turnover. It was found that the human resource management did not adequately address aspects relating to the job satisfaction of its employees and that negatively impacted on productivity. This study sought to attribute this failure to the transformation process that was under way at the time when the research was undertaken. It fol lows therefore that this research could not confirm the notion that job satisfaction was connected to an employee's intention to leave present employment and therefore resulting in turnover with in the Corporation as suggested by the survey literature. The inconsistencies found in the literature were confirmed when tested against the research findings of this study. This study established that there was turnover, with some employees moving out of the Corporation, but for reasons that could not be explained by any single factor. It is therefore noteworthy that the empirical findings of this study are presented in ways that contributes to the understanding and explanation of the topic under study. / Thesis (MBA) North-West University, Mafikeng Campus, 2011

No description available.

published_or_final_version / Business Administration / Master / Master of Business Administration

published_or_final_version / Business Administration / Master / Master of Business Administration