CoordenaÃÃo de AperfeiÃoamento de Pessoal de NÃvel Superior / FundaÃÃo Cearense de Apoio ao Desenvolvimento Cientifico e TecnolÃgico / A avaliaÃÃo em saÃde tem sido um importante instrumento para o planejamento e a gestÃo de sistemas e de serviÃos de saÃde, nÃo sà no sentido de aferir a efetividade de intervenÃÃes e o uso eficiente dos recursos disponÃveis, mas tambÃm de satisfazer os profissionais de saÃde e a populaÃÃo usuÃria do sistema. Teve-se como objetivo geral avaliar a satisfaÃÃo dos usuÃrios e dos profissionais do Centro Integrado de Diabetes e HipertensÃo de Barbalha-CE. Utilizou-se como marco conceitual o modelo proposto por Avendis Donabedian para avaliar a qualidade em saÃde a partir dos componentes estrutura, processo e resultado. Trata-se de uma pesquisa avaliativa, com abordagem quanti-qualitativa que usou como estratÃgia de pesquisa o estudo de caso Ãnico. O estudo foi realizado com 97 usuÃrios e 8 profissionais do Centro Integrado de Diabetes e HipertensÃo de Barbalha, e, a coleta de dados efetuou-se no perÃodo de fevereiro a marÃo de 2012. Empregou-se, como instrumento para a coleta de dados dos usuÃrios, um questionÃrio semiestruturado, englobando as dimensÃes infraestrutura, acessibilidade e relaÃÃo usuÃrio-equipe. Para os profissionais, utilizou-se o Ãndice de PercepÃÃes Organizacionais, contendo as dimensÃes infraestrutura, gestÃo, clima e cultura organizacional. Os dados foram armazenados no programa Microsoft Excel, sendo processados pelo Statistical Package for the Social Sciences. Para as anÃlises de associaÃÃo, optou-se pelos testes qui-quadrado e razÃo de verossimilhanÃa. Os dados referentes Ãs questÃes abertas foram analisados mediante a anÃlise do conteÃdo. Obteve-se aprovaÃÃo pelo Comità de Ãtica em Pesquisa em Seres Humanos da Universidade Federal do CearÃ, n 324/11. Conforme os resultados mostraram, a maioria dos usuÃrios estava satisfeita com o Centro (63,9%). Quanto Ãs dimensÃes, a relaÃÃo usuÃrio-equipe foi responsÃvel pela maior prevalÃncia de satisfaÃÃo (92,8%) e a acessibilidade pela menor (67,0%). Na anÃlise das falas observou-se que os usuÃrios demonstravam insatisfaÃÃo com alguns aspectos nÃo verificados nas respostas fechadas: falta de adequaÃÃo estrutural para usuÃrios idosos e/ou com alguma deficiÃncia fÃsica; precÃria infraestrutura do banheiro; falta de organizaÃÃo do agendamento das consultas mÃdicas e de coleta de exames. NÃo se verificou associaÃÃo estatisticamente significante entre satisfaÃÃo dos usuÃrios e variÃveis sociodemogrÃficas ou controle glicÃmico. Quanto aos profissionais, a maioria (sete) estava satisfeita em trabalhar no Centro. No referente Ãs dimensÃes, o clima/cultura organizacional foi responsÃvel pela maior frequÃncia de satisfaÃÃo entre os profissionais. Os aspectos relacionados à insatisfaÃÃo foram observados nas dimensÃes infraestrutura, mais especificamente com a ambiÃncia e a seguranÃa; e na gestÃo, quando investigados os quesitos educaÃÃo permanente e remuneraÃÃo. Conclui-se que o Centro Integrado de Diabetes e HipertensÃo de Barbalha possui aspectos positivos, os quais devem ser reforÃados, e negativos, que precisam ser melhorados no tocante à avaliaÃÃo da qualidade, especificamente à satisfaÃÃo dos usuÃrios e dos profissionais. Segundo evidenciado, alguns aspectos avaliados negativamente saem da governabilidade dos profissionais e do gestor local do serviÃo de saÃde, logo, sÃo de responsabilidade da gestÃo municipal. Por isso recomenda-se sensibilizÃ-la. ReforÃa-se a importÃncia de pesquisas de satisfaÃÃo profissional e de usuÃrios como instrumento de gestÃo, pois poderÃo trazer melhoria para ambos. / Health evaluation has been an important tool for the planning and management of health systems and services not only to assess the effectiveness of interventions and the efficient use of available resources, but also to satisfy health professionals and the population user of the system. The objective was to assess the satisfaction of users and professionals of the Integrated Center for Diabetes and Hypertension of Barbalha, CearÃ, Brazil. The model proposed by Avendis Donabedian was used as a conceptual reference to assess the quality of healthcare from the components of structure, process and result. This is an evaluative study of quantitative and qualitative approach that used the single case study as a research strategy. The study was carried out with 97 users and eight professionals of the Center, and the data collection period was from February to March, 2012. The instrument applied for data collection of users was a semi-structured questionnaire encompassing the dimensions of infrastructure, accessibility and the user-staff relationship. For professionals it was used the Organizations Perception Index containing the dimensions of infrastructure, management, and organizational climate and culture. Data were stored in Microsoft Excel, and processed by the Statistical Package for the Social Sciences. The chi-square and the likelihood ratio tests were used for the association analysis. The data related to the open questions were analyzed by content analysis. The study was approved by the Ethics Committee of Research in Human Beings of the Federal University of CearÃ, n 324/11. According to the results most users were satisfied with the Center (63.9%). As for the dimensions, the user-team relationship was responsible for the greatest prevalence of satisfaction (92.8%) and accessibility for the lowest (67.0%). In the analysis of the speeches, users showed dissatisfaction with some aspects not checked in closed responses: lack of structural adequacy for the elderly and/or those with a physical impairment; bathroom poor infrastructure, lack of organization for scheduling medical appointments and sample collection. There was no statistically significant association between user satisfaction and sociodemographic variables or glycemic control. As for professionals, the majority (seven) was satisfied with working in the Center. The dimension of organizational environment/culture was responsible for the highest frequency of satisfaction among professionals. The aspects related to dissatisfaction were observed in the dimension of infrastructure, more specifically with the ambience and safety; and in management when investigating the aspects of continuing education and remuneration. The conclusion is that the Integrated Center for Diabetes and Hypertension has positive aspects that should be reinforced and negative aspects that need to be improved with regard to quality evaluation, more specifically with the satisfaction of users and professionals. According to evidences, some negatively reviewed aspects escape the competence of professionals and managers of the local health service, therefore are responsibility of the municipal management, hence the recommendation to sensitize it. Satisfaction surveys with professionals and users are extremely important management tools, because of the improvements it can bring to both, therefore these surveys should be encouraged.

The purpose of this study was to investigate eleven variables of job satisfaction of full-time two-year public community college faculty members as they related to gender and length of service. The population consisted of 502 full-time community college faculty employed in eleven community colleges across the United States during 1980 - 82. The questionnaire consisted of 63 questions selected from the HEMI Faculty Attitude Survey. Responses to the items were on a scale of 1 to 8. The Herzberg theory of job satisfaction provided the theoretical base for the selection of the items from the HEMI questionnaire by a panel who categorized the items under the following headings: recognition, responsibility, advancement, the work itself, the possibility of growth, salary, working conditions, status, company procedures, quality of supervision, and quality of interpersonal relations.

M.Comm.

M.Com. (Business Management) / The main objective of any service organisation should be to make a profit. This objective can only be achieved by increasing the employees’ performance, which is subsequently related to Emotional Intelligence (EI) and Job Satisfaction. The studies on the relationship between EI and Job Satisfaction are becoming prevalent in the academic literature. Currently, a debate is on as to determine the extent of the relationship between EI and Job Satisfaction amongst different demographics. Westcol FET, is seen as one of the top performing colleges in South Africa and it claims to make use of Job Satisfaction as part of a business strategy in order to increase performance. The purpose of this study was to determine the relationship between EI and Job Satisfaction amongst Westcol FET lecturers, while taking into consideration the organisation’s demographic characteristics. One hundred lecturers at Westcol FET were asked to complete the Genos Emotional Intelligence Inventory (short version) and the Job Diagnostic Survey (JDS). The sample consisted of 56 participants across different ages, genders, qualifications and lecturing fields. A convenience sampling method was used. All the participants completed the Genos EI in order to measure EI whereas the JDS was used in order to measure Job Satisfaction. The research results show that there was a statistically significant relationship between EI and Job Satisfaction among the Westcol FET lecturers and more specifically in relation to race, gender, years of service and qualifications. Recommendations were made with regard to EI, Job Satisfaction and demographics.

M.Com. (Industrial Psychology) / The study examines the antecedents of job satisfaction, focusing on the influence of co-worker relations (work role fit, co-worker support, supervisor support, norm adherence and self- consciousness), and psychological safety. The primary research objective was to examine the levels of job satisfaction experienced by academics. Respondents from a higher education institution were asked to complete an online survey containing, the Minnesota Job Satisfaction Questionnaire and an extract from the Workplace Characteristics Questionnaire compiled by May, Harter, & Gilson (2004). The results report relatively high levels of job satisfaction for both intrinsic and extrinsic satisfaction. Significant differences in perceived job satisfaction were obtained for age, qualification type and staff classification. Psychological safety and co-worker relations reported a predictive relationship with job satisfaction (intrinsic and extrinsic). Work role fit, co-worker support and supervisor support were positively associated with psychological safety; adherence to co-worker norms and self-consciousness were negatively associated. The mediation analysis revealed that psychological safety mediates the relationship between co-worker relations and job satisfaction. Psychological safety mediates the influence of co-worker relations’ variables (co-worker support and self-consciousness) and intrinsic job satisfaction fully. Work role fit had a strong effect on both intrinsic and extrinsic satisfaction. Psychological safety partially mediated the relationship for both co-worker support and supervisor support, and extrinsic job satisfaction.

This thesis is devoted to analyzing the current level and historical development of customer satisfaction level in a hotel. The aim of such is to figure out, to what extent customers are content with accommodation and supportive services provided by the hotel, analyze in details the feedback provided by guests, discover the problematic areas and provide solutions to improve those. As a part of the thesis current approach to customer satisfaction measurement will be presented and recommendations will be made on how to modify it to reach more accurate and useful overview of the issue.

Health care professionals play a pivotal role in contributing towards the sustainability of a healthy economy and the standard of quality health care. It is therefore important that organisations understand what influences the job satisfaction levels of health care professionals as it could have an impact on their motivational levels and ultimately the quality of health care that is provided. The aim of this study was to assess the levels of job satisfaction amongst health care professionals in a public hospital in the Eastern Cape. Research for this study included a literature review to define what job satisfaction is and to establish a theoretical foundation to identify the factors that influence job satisfaction. Various motivational theories were explored after which Herzberg’s two-factor theory was identified to serve as a theoretical basis for investigating the job content and organisational factors that influence job satisfaction. Selected demographic factors that could possibly influence levels of job satisfaction were also identified. An empirical study, consisting of a survey with a questionnaire as measuring instrument, was conducted amongst 146 health care professionals at a public hospital in the Eastern Cape. The purpose of the questionnaire was to determine the extent to which job content factors and organisational factors that were associated with job satisfaction were present in the jobs of health care professionals in state hospitals. In addition, the purpose was also to determine whether selected demographic variables had an influence on the responses provided to the factors that were associated with job satisfaction and the job satisfaction levels of the target group. The major findings of the study indicated that all job content and organisational factors had an influence on the job satisfaction levels of health care professionals in a public hospital. Three factors namely Achievement, Responsibility and Work itself were identified to have a significant positive influence on the job satisfaction levels. Relationships between the demographic variables and the job content and organisational factors were identified. Work itself, Responsibility and Achievement were the top three factors whilst leadership/supervision, Human Resource systems and policies and Remuneration and benefits were the bottom three factors in terms of presence in the organisation and influence on the job satisfaction levels of health care professionals. Safety aspects, work environment standards, availability of resources, remuneration and benefits were amongst the major concerns highlighted. The job content factors were identified to be overall more present than the organisational factors. Recommendations were suggested to address the areas of concern that were highlighted in this study in order to ensure high levels of job satisfaction amongst the health care professionals.

The purpose of this exploratory descriptive study was to determine orthopedic patients' perceptions of satisfying and/or dissatisfying nursing care behaviours during their emergency room experience. The conceptual framework selected for this study was based on Risser's (1975) criterion to evaluate patient satisfaction with nursing care. Risser's evaluative criterion consists of four dimensions which include: technical-professional behaviour, trusting relationship, inter-intrapersonal relationship, and educational relationship. The study was conducted in a large metropolitan hospital in the Vancouver area. The sample consisted of seven men and three women. Their ages ranged from 23 to 81 years. All subjects were admitted to the emergency room and subsequently transferred to an orthopedic ward as a result of an orthopedic injury and/or illness. An interview guide was designed by the researcher to collect retrospective data of subjects' perceptions of their emergency room experience. Data were collected through taped semi-structured interviews with all the subjects during their stay on the orthopedic ward. Data were analyzed by categorizing the identified nursing care behaviours under the four dimensions of Risser's (1975) evaluative criterion. The findings indicated that subjects were able to recall satisfying or dissatisfying nursing care behaviours. They appraised and/or commented on the nursing care behaviours which met their basic physical and psychosocial needs. The nursing care behaviours related to the trusting relationship dimension were an integral component of patient satisfaction. The role of the triage nurse was significant in influencing subjects' perceptions of satisfaction or dissatisfaction with nursing care. Overall, subjects expressed satisfaction with the nursing care behaviours in each of the four dimensions. / Applied Science, Faculty of / Nursing, School of / Graduate

The diploma thesis is focused on job satisfaction of employees. The main goal was to find out the curret level of job satisfacton of employees in the language school Slůně, svět jazyků, s.r.o and sugest solutions of problematic areas. The theoretical part defines basic concepts related to the given issue and introduces factors which have influence on job satisfaction. The methodical part describes the procedures used for data gathering and their analysis. The practical part includes an analysis of the surveyed areas from the view of satisfaction and importance. Proposals of possible steps leading to the increase in job satisfaction are presented at the end of this thesis.

The purpose of this exploratory study was to investigate whether there is any relationship between the strength of the culture in a hospital work group and the job involvement, upward striving, organizational commitment and job satisfaction of the employees within that work group. The conceptual framework for this study is the symbolic frame of reference for understanding organizational behaviour. The concept is described by Bolman and Deal (1984). Two hospitals participated in the study, which provided two data sets. Subjects were employees of certain departments within each of the hospitals. Each subject completed a four-part questionnaire. The first part collected demographic data, part two contained questions on job involvement, upward striving, and organizational commitment, part three focussed on job satisfaction, and part four was the culture strength scale. The culture strength scales were developed separately at each hospital and, therefore, contained items which were relevant to a specific facility. There were two major findings from the study. First, there is a positive relationship between job satisfaction and culture strength. Results at both hospitals were consistent in this regard. No relationships were found between job involvement, upward striving, and/or organizational commitment with culture strength. The second finding was that at the larger hospital there was a significant difference in culture strength scores among some work units, while at the smaller hospital this was not the case. This finding supports the idea that size of an organization is a factor in the predisposition to subculture formation. / Medicine, Faculty of / Population and Public Health (SPPH), School of / Graduate