Pagrindimas: Lietuvoje vykstant sveikatos priežiūros reformai, didelio visuomenės ir mokslininkų dėmesio sulaukia įvairūs sveikatos priežiūros organizavimo, paslaugų kokybės aspektai, kurie dažniausiai vertinami vykdant pacientų apklausas, tačiau svarbus yra ir medicinos personalo nuomonės tyrimas šiais klausimais dėl realaus požiūrio į tam tikras sistemos funkcionavimo galimybes. Darbo tikslas: Išsiaiškinti kaip Vilniaus miesto medikai vertina dabartinę sveikatos priežiūrą ir paslaugas, analizuojant tam tikrus sveikatos priežiūros organizacinius aspektus, atsižvelgiant į medikų specializaciją, darbovietę ir darbo stažą. Metodika: Anoniminės anketinės apklausos būdu apklausti 297 respondentai (gydytojai ir slaugytojai) dirbantys pirminės sveikatos priežiūros centruose, stacionaruose ir privačiose įstaigose. Tyrimo tikslui ir uždaviniams pasiekti naudotas kiekybinis momentinis sociologinis tyrimas. Anketa sudaryta remiantis viešosios nuomonės ir rinkos tyrimų bendrovės ,,Spinter tyrimai“ 2004 m. atlikto tyrimo, kurio metu siekta išsiaiškinti, kaip medikai vetina sveikatos priežiūros įstaigų restruktūrizaciją ir kt. problemas, klausimynu. Duomenų apdorojimas ir analizė atlikta naudojantis statistiniu paketu SPSS. Skirtumai tarp atitinkamų rodiklių laikomi patikimais, kai klaidos tikimybė p ≤ 0,05. Šią reikšmę programa ieškant ryšio tarp kintamųjų, suskaičiuoja automatiškai. χ2 statistinis kriterijus taikomas tikrinant kokybinių požymių ryšio hipotezes. Taip pat... [toliau žr. visą tekstą] / Background: While the Lithuanian health service reform is being implemented, major attention of the public and of the scienctists is drawn to different health service organization, service quality aspects, which often are being evaluated by implementing polls of the patients. However also is important poll of the medical personnel about these questions regarding the real opinion of particular functional abilities of the system. Purpose of the work: to find out how medics of the Vilnius city treat current health supervision and the services by analyzing particular organizational aspect of the health service, considering specialization, workplace and probation of the medics. Methodology: in the way of the anonymous questionnaire 297 respondents have been questioned (medic doctors and caregivers), working at primary health service centres, stationeries and private institutions. For reaching the purpose and the goal of this survey quantitative instantaneous sociological survey was used. The questionnaire was compounded using questionnaire of public opinion and market survey company ,,Spinter tyrimai“ of year 2004 intended to find out how the medics treat restructurizing of the health service institutions and other problems. Processing of data and analysis was completed using statistical packet SPSS. Differences between appropriate rates are treated as reliable when likelihood of mistake is p ≤ 0,05. The programme figures this value automatically when finds connection... [to full text]

Švietimo institucijos įvaizdžio sąsajos su studentų pasitenkinimu mokymo teikiamų paslaugų kokybe Renata Jaglinska Darbo tikslas- išanalizuoti švietimo institucijos įvaizdį bei pasitenkinimą mokymo įstaigos teikiamų paslaugų kokybe tarpusavio priklausomybę. Darbo objektas- Vilniaus kolegijos įvaizdžio sąsajos su studentų pasitenkinimu mokymo įstaigos teikiamų paslaugų kokybe. Darbo uždaviniai: 1) Išanalizuoti organizacijos įvaizdžio kūrimo sampratą. 2) Apžvelgti pagrindinius įvaizdžio kūrimo modelius. 3) Išanalizuoti švietimo organizacijų įvaizdžio formavimo principus ir ypatybes. 4) Išanalizuoti pagrindinius institucijų įvaizdžio formavimo veiksnius. 5) Išanalizuoti švietimo paslaugų ir studijų kokybės užtikrinimo bei švietimo paslaugų vartotojų tyrimo teorinius aspektus. 6) Atlikti anketinį tyrimą, apklausiant Vilniaus kolegijos studentus. Apklausos rezultatai buvo apdoroti ir rezultatų analizei buvo naudojamas aprašomosios statistikos metodas. Darbą sudaro du pagrindiniai skyriai: teorinė dalis, tiriamoji dalis. Hipotezės: 1.Švietimo institucijos įvaizdis sąlygoja studentų pasitenkinimą mokymo įstaigos teikiamų paslaugų kokybe. 2. Studentų pasitenkinimas teikiamų mokymo paslaugų kokybe, įtakoja švietimo institucijos įvaizdį. Tyrimo rezultatai yra surinkti ir susisteminti. Aukštojo mokslo įvaizdžio sudarymas ir studentų pasitenkinimas parodo, kaip aukštojo mokslo organizacijų paslauga aprūpina mokymą. Anketos išstudijavimas padėjo paaiškinti ir nustatyti, kaip... [toliau žr. visą tekstą] / The aim of this research was to analyze the students’ views on the image of Vilnius College and their satisfaction with training provision of the studies quality. The master of the research has formed the basis of a quantitative study using a questionnaire survey. The object of the research work is the image of Vilnius College and its’ connections with students’ satisfaction with the quality of teaching services in it. During the observation work it was important to raise and meet these tasks: 1. According to the scientific literature the image creation of higher education institutions concept was reviewed and basic definitions were given to; 2. To overview the main models of image. 3. The main principles of image formation and characteristics of higher education institutions were analyzed; 4. The overview of the basic image of the development models described in scientific literature sources was done; 5. The main principles of the image formation of higher education institutions were analyzed. The main factors and features of the image creation were described and analyzed in the research. 6. To make questionnaire study asking students’ from Vilnius College. The results of the work have been codified and analyzed using descriptive statistical methods. The research work consists of the two parts: the analysis of the scientific literature and the analytical work. Hypothesis: 1. The image of the higher educational institution is caused by students’ satisfaction of teaching... [to full text]

This study uses a causal modeling approach based on structural equation modeling to examine specific hypotheses regarding the relation among ethnic identity, its components, and various mental health outcomes in African American emerging adults. Data was provided by college students at the Florida Agricultural and Mechanical University. Results did not support a relation between ethnic identity components and adverse mental health. Ethnic identity components were related to positive mental health outcomes; however, this relation differed between gender groups. Among females, the ethnic identity component traditionally labeled ethnic commitment significantly predicted both positive mental health outcomes included in this study. Among males, only life satisfaction was predicted by ethnic identity, and this relation appeared to depend on the component of ethnic identity traditionally labeled ethnic exploration. Findings are discussed in terms of their implications for the current understanding of ethnic identity and its development among African American emerging adults.

The world of work has changed dramatically in the last decade and constant change has become the new normality. Employees are affected by possible re-organisation, retrenchments and downsizing which affects their behaviours and attitudes at work. Leaders have the responsibility of leading their followers through these difficult times to the best of their ability. A positive leader is seen as someone who recognises and focuses on the strengths and accomplishments of his or her employees. When a leader is positive and has a positive leadership approach, it may influence their followers’ feelings of psychological empowerment, work engagement and satisfaction with life. The objective of this study was to investigate the relationship between positive leadership, psychological empowerment, work engagement and satisfaction with life of employees in a chemical industry. A cross-sectional survey design was used with a convenience sample (n = 322). The measuring instruments used were the Positive Leadership Measure, the Measuring Empowerment Questionnaire, the Work Engagement Scale and the Satisfaction with Life Scale. Confirmatory factor analysis was used to test whether the measures of the constructs were consistent with the understanding of the nature of the constructs and to test whether the data fitted the hypothesised measurement model. Structural Equation Modelling (SEM) was used to examine the structural relationships between the constructs. The results show that there are statistically significant relationships between positive leadership, psychological empowerment, work engagement and satisfaction with life. Positive leadership has an indirect effect on work engagement and satisfaction with life via psychological empowerment. The implication of the results is that the work related aspects of positive leadership, psychological empowerment and work engagement has a positive effect on the non-work related aspect of satisfaction with life. Practical implications and directions for future research are offered. / MCom (Industrial Psychology), North-West University, Vaal Triangle Campus, 2013

The aim of the research was to design and assess the effectiveness of a hope enhancement programme for a group of adults and the resulting influence on their general psychological well-being. The purpose of the programme was to increase hope, as conceptualised by Snyder et al. (1991), by enhancing participants' abilities to set feasible goals, planning ways to reach those goals (pathways) and increasing determination and motivation (agency) towards goal achievement. The workshop-format programme, presented by the researcher, consisted of six two-hour sessions spread over five days. The programme was developed through incorporating suggestions from existing Hope literature together with health psychological and positive psychology principles. In order to determine the impact of the programme, four measurement instruments were used, namely the Hope Scale, the Hunter Opinions and Personal Expectations Scale (HOPES), the Satisfaction with Life Scale (SWLS) and the Sense of Coherence scale (SOC-29). A pre and post-test design included an experimental group (n = 8), control group (n = 8) and 'chat' group (n = 8). Prior to group compilation, screening interviews were conducted with interested participants to exclude those who had recently experienced trauma or displayed overt signs of psychological pathology. The control group received no intervention, while the 'chat' group, of which the researcher was also a member, was allowed to discuss topics of their choosing. The study groups comprised both men and women of different ages and socio-economic status. All participants were White and Afrikaans speaking. Descriptive statistics, psychometric analysis of the measuring instruments and significant differences between groups were calculated with the assistance of the STATISTICA (version 6) computer programme (Statsoft Inc., 2003). Reliability indices compared well with those recorded in the literature for the various scales. For the experimental group, the findings indicated an increase in the hope levels as reflected by significant improvement on the Hope Scale and the Hopefulness subscale of the HOPES. Subjective feedback from the group confirmed these findings. Psychological well-being improved, as shown by a significant increase in Sense of Coherence (SOC-29) along with a positive change in Satisfaction with Life (SWLS). Neither the control nor experimental groups revealed any significant changes. It was established that the hope enhancement programme is effective in increasing the levels of hope and general psychological well-being of a group of adults relatively free of psychological pathology. Considering the findings, it is recommended that future wellness intervention should not focus solely on individuals with established psychological pathology, but also consider a preventative approach within the average population. / Thesis (M.A. (Clinical Psychology))--North-West University, Potchefstroom Campus, 2005.

The aim of the study was to investigate whether social support moderates the relationship between stress and psychological well–being. The inverse relationship between the experience of stress and psychological well–being is supported on the one hand (Chang, 1998; Skok, Harvey, & Reddihough, 2006), while social support’s reducing effect on psychological distress has also been reported (Cohen & McKay, 1984; Sherbourne & Stewart, 1991). It is possible that social support may interact with the influence of stress on well–being in such a way as to moderate the relationship. Social support was conceptualised in terms of Pretorius’ (1998) model, which describes social support as a resource of fortitude, and originates from various sources, namely, positive appraisal of self, support from family, and support from friends and others. Although social support is considered to be a well–researched phenomenon, an empirical study exploring its effect on the influence of stress on well–being in an African context is yet to be conducted. A sample of 459 participants completed the Setswana versions of the General Health Questionnaire (GHQ; Goldberg & Hillier, 1979) to measure the experience of stress, the Affectometer 2 (AFM; Kammann & Flett, 1983) to measure the affective component of wellbeing, the Satisfaction With Life Scale (SWLS; Diener, Emmons, Larsen, & Griffin, 1985) to measure the cognitive component of well–being, and the Fortitude Questionnaire (FORQ; Pretorius, 1998) to measure social support. Data were collected in a quantitative, crosssectional survey, with random sample selection. After data exploration by using descriptive statistics and inter–scale correlations, stepwise multiple regression analyses were conducted to investigate the relationships and to explore moderation effect of social support. Results showed inverse relationships between the experience of stress, as operationalised by the GHQ subscales, and psychological well–being, operationalised by positive and negative affect (AFM–PA and AFM–NA) and satisfaction with life (SWL). Receiving social support from various sources, namely positive appraisal of self, support from family, and support from friends and others, was found to moderate relationships between the experience of stress and the affective components of psychological well–being. Social support from family moderated most effectively of the three sources of support. It was found that social support, particularly familial support, had a protective effect on the maintenance of psychological well–being when experiencing psychological distress. It is thus a possible protective factor to be developed and encouraged in psychological interventions with individuals from this population in particular. / Thesis (M.A. (Psychology))--North-West University, Potchefstroom Campus, 2011.

The aim of the study was to investigate whether social support moderates the relationship between stress and psychological well–being. The inverse relationship between the experience of stress and psychological well–being is supported on the one hand (Chang, 1998; Skok, Harvey, & Reddihough, 2006), while social support’s reducing effect on psychological distress has also been reported (Cohen & McKay, 1984; Sherbourne & Stewart, 1991). It is possible that social support may interact with the influence of stress on well–being in such a way as to moderate the relationship. Social support was conceptualised in terms of Pretorius’ (1998) model, which describes social support as a resource of fortitude, and originates from various sources, namely, positive appraisal of self, support from family, and support from friends and others. Although social support is considered to be a well–researched phenomenon, an empirical study exploring its effect on the influence of stress on well–being in an African context is yet to be conducted. A sample of 459 participants completed the Setswana versions of the General Health Questionnaire (GHQ; Goldberg & Hillier, 1979) to measure the experience of stress, the Affectometer 2 (AFM; Kammann & Flett, 1983) to measure the affective component of wellbeing, the Satisfaction With Life Scale (SWLS; Diener, Emmons, Larsen, & Griffin, 1985) to measure the cognitive component of well–being, and the Fortitude Questionnaire (FORQ; Pretorius, 1998) to measure social support. Data were collected in a quantitative, crosssectional survey, with random sample selection. After data exploration by using descriptive statistics and inter–scale correlations, stepwise multiple regression analyses were conducted to investigate the relationships and to explore moderation effect of social support. Results showed inverse relationships between the experience of stress, as operationalised by the GHQ subscales, and psychological well–being, operationalised by positive and negative affect (AFM–PA and AFM–NA) and satisfaction with life (SWL). Receiving social support from various sources, namely positive appraisal of self, support from family, and support from friends and others, was found to moderate relationships between the experience of stress and the affective components of psychological well–being. Social support from family moderated most effectively of the three sources of support. It was found that social support, particularly familial support, had a protective effect on the maintenance of psychological well–being when experiencing psychological distress. It is thus a possible protective factor to be developed and encouraged in psychological interventions with individuals from this population in particular. / Thesis (M.A. (Psychology))--North-West University, Potchefstroom Campus, 2011.

AIMS AND HYPOTHESIS: In Australia, there has been little research into the quality of young immigrants' mental health in relation to their ethnic identity and acculturation. This study aimed to determine whether there is a relationship between strength of ethnic identity and the mental health of young Chinese immigrants in Australia; and if so, whether the relationship between mental health and ethnic identity is mediated by the degree of acculturation to mainstream Australian society. Four theoretical models were proposed, according to the study hypothesis that young Chinese immigrants with high ethnic identity achievement, retained more ethnic cultural behaviour and a high level of acculturation to mainstream Australian society would be associated with greater satisfaction with life and less psychopathology. Furthermore, the study explored the roles played by other factors, such as self-esteem, ego defence styles, parental bonding and family relationships, in the theoretical models. METHODS: A cross-sectional study was conducted in Brisbane, Queensland. Participants were recruited through secondary schools, a religious organisation and a social organisation. A sample of 456 young immigrants (aged 15 - 21), both males and females, who identified themselves as Chinese and had been living in Australia for at least 18 months at the time the study commenced, participated voluntarily in the study. Participants completed several questionnaires assessing their ethnic identity achievement, ethnocultural identity behaviour, acculturation, self-esteem, defence style, satisfaction with life, social functioning performance, psychiatric symptomatology and family issues. There were English and Chinese language versions of the questionnaires for participants to choose from. Of 456 sets of questionnaires, 351 were returned and of these 313 contained valid data. Group interviews were conducted with 30 participants discussing matters such as their identification with their Chinese background, their personal feelings and experiences of living in Australia, and their attitudes toward Australian culture. An Acculturation Scale was specifically developed to measure the degree of young Chinese immigrants' acculturation in aspects of Social Role and Language and Allegiance. The higher scores correspond to a higher degree of acculturation. The reliability of this scale is satisfactory and its validity acceptable. The total scores for the Acculturation Scale were used in the main statistical analyses. The Ethnocultural Identity Behavior Index (EIBI) was amended before being used in the study. The revised EIBI measures young Chinese immigrants' ethnic identity behaviour in mainstream Australian society in terms of their Cultural Activities and Social Interaction. The higher scores correspond to the more retained ethnocultural identity behaviour. Once again, the reliability of this instrument is satisfactory and its validity acceptable. The total scores for the revised EIBI were used in the main statistical analyses. RESULTS: There is a correlation between ethnic identity and acculturation, but there seem to be two dimensions of ethnic identity. Young immigrants' acculturation is positively associated with their ethnic identity achievement but negatively associated with their ethnocultural identity behaviour. This study proposes a multidimensional model of ethnic identity, acculturation and psychological well-being. The new model indicates that young immigrants display more satisfaction with life, better social performance and less psychopathology if they have achieved a strong sense of ethnic identity and a high degree of acculturation and exhibit less retained ethnocultural identity behaviour. Although ethnic identity achievement, ethnocultural identity behaviour and acculturation are all predictive of young immigrants' psychological well-being, ethnocultural identity behaviour correlates with psychological well-being in the opposite direction from ethnic identity achievement and acculturation. There are also differences in immigrants' ethnic identity, acculturation and psychological well-being associated with gender, language spoken at home, place of origin and length of residence in Australia. Further investigations suggest that a harmonious family environment with caring, less controlling parents not only provides an environment that protects against psychopathology, but also encourages young immigrants to achieve a strong ethnic identity, to acculturate, to develop high self-esteem and to feel satisfied with life. It was found that young immigrants' defence style plays a role in their ethnic identity achievement and acculturation, and thus in turn affect their psychological well-being. However, the mechanism of these effects remains unclear. It is assumed to be related to the level of young immigrants' maturity. CONCLUSION: A multidimensional model of ethnic identity, acculturation and psychological well-being is proposed from this study. High ethnic identity achievement, a high level of acculturation and less ethnocultural identity behaviour are associated with more satisfaction with life, better social functioning performance and less psychiatric symptomatology. However, this correlation is very complex and affected by multiple factors. Some factors are known - self-esteem, defence style, parental bonding and family relationships; some are unknown, and may be related to immigrants' individual characteristics and to social and environment factors. There is a great need for future research into this field.

O objetivo central deste trabalho é investigar os antecedentes e as consequências da satisfação do consumidor com o gerenciamento de reclamações sobre serviços de telefonia fixa. Para tanto, foi testado um modelo teórico desenvolvido por Santos (2001), que retrata os interrelacionamentos entre avaliações específicas sobre o processo de reclamação, confiança e lealdade do consumidor. Ainda, foram acrescidos os efeitos dos custos de mudança na lealdade devido à suposição de que tais barreiras à saída do cliente são relevantes no setor considerado. Foi feito um estudo de corte transversal com 200 clientes (pessoas físicas) reclamantes da GVT. Tais clientes registraram, nos últimos três meses, reclamações no Call Center da GVT, via telefone, e-mail, correio ou pessoalmente. De forma específica, a empresa pesquisada deveria concentrar seus esforços nos seguintes procedimentos: oferecer um pedido de desculpas sincero ao reclamante, explicações sobre o porquê do problema, acesso mais fácil aos canais de comunicação/reclamação e maior rapidez ao responder as reclamações dos clientes. Além disso, como já foi visto, o estudo traz os fatores que mais influenciam na satisfação dos clientes com o gerenciamento da reclamação, a confiança e a lealdade do consumidor, provendo uma informação gerencial valiosa de onde a empresa está desempenhando bem ou mal o seu papel e onde é essencial que atue melhor para manter os clientes e garantir negócios mais lucrativos no futuro. / The main objective about this work is to investigate the antecedents and consequences about the consumer satisfaction with the complaining management about fixed line. For that, it was tested a theoretical model developed by Santos (2001), that shows the inter relationship among the specific evaluations about the process of complaining, confidence and loyalty of the consumer. Further, it was added the effects of the costs of change in loyalty due the supposition that these obstacles are relevant in the considered area. It was done a study about a transversal cut with 200 clients (individual persons) complainers from GVT. Those clients registered, in the last three months, complains at the GVT Call Center, by phone, e-mail, mail or personally.In a specific way, the searched company should concentrate the efforts in the following procedures: offer sincere excuses to the complainer, try to explain the reason of the problem, provide an easier access to the communication/complaining channels and more quickness to answer the clients complaining. Besides, as it was written before, the study brings the elements that more impact the satisfaction with the complaining management, the confidence and the loyalty of the consumer, giving us a valuable management information, from where the company is performing, well or not and where it is essential that it performs well to maintain the clients and to guarantee profitable business in the future.

O objetivo central deste trabalho é investigar os antecedentes e as consequências da satisfação do consumidor com o gerenciamento de reclamações sobre serviços de telefonia fixa. Para tanto, foi testado um modelo teórico desenvolvido por Santos (2001), que retrata os interrelacionamentos entre avaliações específicas sobre o processo de reclamação, confiança e lealdade do consumidor. Ainda, foram acrescidos os efeitos dos custos de mudança na lealdade devido à suposição de que tais barreiras à saída do cliente são relevantes no setor considerado. Foi feito um estudo de corte transversal com 200 clientes (pessoas físicas) reclamantes da GVT. Tais clientes registraram, nos últimos três meses, reclamações no Call Center da GVT, via telefone, e-mail, correio ou pessoalmente. De forma específica, a empresa pesquisada deveria concentrar seus esforços nos seguintes procedimentos: oferecer um pedido de desculpas sincero ao reclamante, explicações sobre o porquê do problema, acesso mais fácil aos canais de comunicação/reclamação e maior rapidez ao responder as reclamações dos clientes. Além disso, como já foi visto, o estudo traz os fatores que mais influenciam na satisfação dos clientes com o gerenciamento da reclamação, a confiança e a lealdade do consumidor, provendo uma informação gerencial valiosa de onde a empresa está desempenhando bem ou mal o seu papel e onde é essencial que atue melhor para manter os clientes e garantir negócios mais lucrativos no futuro. / The main objective about this work is to investigate the antecedents and consequences about the consumer satisfaction with the complaining management about fixed line. For that, it was tested a theoretical model developed by Santos (2001), that shows the inter relationship among the specific evaluations about the process of complaining, confidence and loyalty of the consumer. Further, it was added the effects of the costs of change in loyalty due the supposition that these obstacles are relevant in the considered area. It was done a study about a transversal cut with 200 clients (individual persons) complainers from GVT. Those clients registered, in the last three months, complains at the GVT Call Center, by phone, e-mail, mail or personally.In a specific way, the searched company should concentrate the efforts in the following procedures: offer sincere excuses to the complainer, try to explain the reason of the problem, provide an easier access to the communication/complaining channels and more quickness to answer the clients complaining. Besides, as it was written before, the study brings the elements that more impact the satisfaction with the complaining management, the confidence and the loyalty of the consumer, giving us a valuable management information, from where the company is performing, well or not and where it is essential that it performs well to maintain the clients and to guarantee profitable business in the future.