Thesis (Ph. D.)--Ohio State University, 1993. / Includes vita. Includes bibliographical references (leaves 159-167). Available online via OhioLINK's ETD Center.

Thesis (Ph. D.)--University of Texas at Austin, 2002. / Vita. Includes bibliographical references. Available also from UMI Company.

Patients view about health care service delivery is a neglected subject in many developing countries. Patients are viewed as passive beneficiary of health care service without a voice. However, the views and opinions of patient on perception of service quality and satisfaction of health care service can assist management and policy makers in the design, implementation and evaluation of services which in turn assist to better improve and deliver qualitative health care service to the populace. This study was aimed at assessing patient perception of service quality and satisfaction with health services received at Olabisi Onabanjo university teaching hospital, Sagamu, Nigeria. A cross-sectional study was carried out at the outpatient clinics of the hospital during the study period. A total of 349 patients were interviewed using a pretested questionnaire to collect information on several dimensions of perceived quality and patient satisfaction. The data collected was analysed using SPSS statistical software. Factor analysis and multiple regressions were used to develop an 18-item scale having good reliability and validity identify. Four important dimensions of quality and satisfaction including doctor’s behavior and communication, supportive staff behavior, health infrastructure and waiting time were described. A total of 290 (83.1%) patients were satisfied with the overall service received at the hospital. The level of satisfaction was statistically significantly associated with female sex and employment status. Patient who were satisfied with the service significantly had a shorter waiting time than those not satisfied. Also patients who were satisfied with service had a longer consultation time compared with those not satisfied. In conclusion patient perception of quality and satisfaction are associated with the four important dimensions of quality. Long waiting time negatively affected satisfaction. If this is improved upon it will lead to increase patient satisfaction of health care service delivery / WHO liaison office No 10 Osborne road ikoyi Lagos, Nigeria +2348036591678; +2347090486687 +23414620493

The paper aims at exploring the shoppers’ evaluation of service quality and its impact on shopping centre management. For shopping centre management team, understanding their customers’ perceptions of the centre’s service quality is an important issue as shoppers’ evaluations and perceptions is believed to be highly related to their patronage behaviors and purchase intention. Through a case study of a shopping centre, this research will try to offer some insights on the relationships between evaluations of service quality and the shoppers’ patronage behaviors which may derive some implications for contemporary shopping centre management. Literatures tell us that people elicit behavior after cognitive processing and formation of emotions. Adopting similar concept, marketing scholars found that customer behaviors are affected by their evaluations of service quality and satisfaction level through their perceptions on product or service attributes in cognitive processing. This study will follow the direction with reference to this model of behavior formation. In the case study, personal interviews had been conducted with selected shoppers at a shopping centre. They were asked to rate the performance of 36 sub-attributes of the shopping centre under 5 shopping centre attributes, namely “accessibility”, “merchandise”, “retail environment & design”, “services of centre’s staff” and “promotions”. They were also asked about their patronage behaviors at the shopping centre such as frequency of visits, duration of visits, amount of spending etc. It was found that the shoppers generally had positive evaluations on the centre’s performance on the 5 shopping centre attributes as a whole, especially had high evaluations on “accessibility”, “merchandise” and “services of centre’s staff”. Importance-performance analysis (IPA) was conducted to evaluate the service quality of 36 sub-attributes by comparing shoppers’ perceived actual performance and the importance level. It was found that only 8 sub-attributes, such as “access by public transportation”, “variety of stores” and “quality of stores” were found with high perceived service quality with high perceived actual performance and high importance level to the shoppers compared with other sub-attributes. These sub-attributes with high perceived service quality were tested with occurrence tendency of patronage behaviors in the correlation analysis. It was found that high perceived service quality on merchandises, facility management and organization of promotion activities to certain extend had influence on manipulating patronage behaviors. However, some results showed that sub-attributes with high perceived service quality showed minimal or even no correlation on any measure patronage behavior parameters. With reference to the model of purchase behavior regarding perceptions of service quality, the study may reveal that many possible antecedents of formation of shopping centre patronage behaviors may be still unreached in the contemporary studies. / published_or_final_version / Housing Management / Master / Master of Housing Management

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Changing demographic characteristics of the American workforce include increased levels of education and increased numbers of females. In 1979, females became a majority in the workforce and in higher education. Little research has been conducted on the impact of education and gender on job satisfaction since these changes have occurred. The purpose of this study was to investigate the differences in job satisfaction associated with level of education and gender. The data of the National Longitudinal Study of the High School Class of 1972 were used to answer the research questions: (1) Were there significant differences among education levels when measured by any of three measures of job satisfaction? and (2) Were there significant differences between males and females on any of the three measures of job satisfaction? Three levels of education were used, these were: high school graduate, two year college graduate, and four-year college graduate were the independent variable for education. Since the literature indicated job level, ability, and socioeconomic status could influence job satisfaction, they were included in the analysis as covariates. Multivariate analyses were used to determine whether education, gender or the interaction of these independent variables resulted in significant differences in any of the three measures of job satisfaction. The multivariate analyses indicated that there were significant differences for both level of education and for gender on the job satisfaction variables considered simultaneously. There was no significant interaction between the education and gender variables. Univariate analyses indicated that there were significant differences for both education and gender on the internal job satisfaction measure, but not on the external or overall measures. The Scheffe post hoc test was used to identify which levels of the education variable were responsible for the significant differences found. Two-year college graduates and four-year college graduates were found to be more satisfied with the internal aspects of their jobs than high school graduates. Similarly, males were found to be more satisfied with the internal aspects of their jobs than were females.

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