The construction of a composite index for general satisfaction in Turkey and the investigation of its determinants

The goal of public enterprises is to increase the wealth and happiness of individuals. This target lets them make the investment to fulfill these expectations. However, not all citizens in a country might have the same opportunities. This case requires comparing citizens who live in cities with regard to satisfaction levels. This study consists of two stages. In the first stage, a composite index called the General Satisfaction Index (GSI), which aims to explain the satisfaction levels of citizens living in cities, is obtained by using the Benefit of the Doubt method. Contrary to the previous studies, the satisfaction indicators based on the emotions and senses of citizens are used to construct a composite index. Satisfaction indicators’ contribution to GSI is ensured using the minimum weights. In the second stage of this study, socioeconomic determinants of GSI are investigated in both countrywide and regions by using regularized regression methods. In the result of the regression analyze, it is confirmed that there are different socioeconomic determinants of satisfaction levels for countrywide and each region. For this reason, it is proposed that policymakers should follow different politicizes in each region to increase the satisfaction levels of citizens in the country.     

深度休闲对主观幸福感的影响研究——以苏南地区城市居民为例

深度休闲对优化苏南地区休闲产业建设,进一步提升居民休闲生活质量有重要影响。文章通过问卷调查的方式收集苏南地区城市居民深度休闲行为的数据,研究苏南地区城市居民深度休闲行为特征及深度休闲对主观幸福感的影响。结果发现:(1)苏南地区城市居民进行深度休闲活动的场所主要为户外;(2)闲暇时间不足是限制苏南地区城市居民进行深度休闲活动的主要因素;(3)苏南地区城市居民的深度休闲活动总体程度不高,愿意在深度休闲活动上投入大量时间和金钱的人更是少数;(4)苏南地区城市居民从事深度休闲活动产生的强烈认同感和坚持不懈的毅力对主观幸福感有着显著的积极影响。     

The moderating role of demographic variables on customer expectations in airport retail patronage intentions of travellers

The international airport retail business is expanding annually, yet most research into traveller’s experience with the aviation industry have centred on aeronautical features. The study gathered information that would guide the understanding of airport customer retail expectations. Specifically, the study examines the effects of product-relevant factors, market-relevant factors, and perceived service quality on retail patronage intentions, taking into account the moderating role of demographic variables. The purposive sample of three hundred and thirty (330) travellers that were selected at the Kotoka International Airport Terminal 1 and 2 (KIA T1&2) in Accra, the capital of Ghana. The findings show that product-relevant factors, market-relevant factors and overall service quality significantly influence airport retail patronage intention. The effect demographic variables was noticeable among older and high-income consumers. Building on previous studies, we find that product-relevant factors, market-relevant factors, and perceived service quality function as viable signals that drives customer expectations.     

青海省高校学生教学满意度的调查研究

学生满意度是高校教学服务质量评价的重要内容。文章对青海省高校教学学生满意度情况进行问卷调查,围绕6个结构指标和23个单项指标进行评价,从指标的满意程度和重要性两个方面对各单项指标进行归类,指出目前青海省高校教学服务质量中存在的问题,并提出相应建议。     

天目湖景区旅游服务质量满意度调查研究

景区旅游服务质量满意度是景区长远发展的软实力和竞争的关键因素。本文通过天目湖景区服务质量满意度调查分析,找出满意度存在的问题,提出提升天目湖旅游景区服务质量满意度的对策和建议,以促进天目湖景区的深度发展。     

The influence of customer-to-customer interactions on elderly consumers’ satisfaction and social well-being

This study highlights the valuable role the hospitality industry can play in addressing a societal problem by studying how social interactions between elderly consumers and other customers influence the satisfaction and social well-being of the former. The data were collected from 268 elderly consumers in local coffee shops in the United Kingdom using a self-administrated questionnaire. The findings reveal that elderly customers’ interactions with other customers have a direct effect both on customer satisfaction and social well-being. They also show that social interactions with other customers have both direct and indirect effects on the social well-being of elderly customers. The study provides good evidence for how commercial hospitality settings can serve as a space for social exchange that helps to alleviate social isolation.     

The impact of Halal tourism,customer engagement on satisfaction: moderating effect of religiosity

The research aimed at finding out the relationship between Halal tourism, religiosity, customer engagement, and tourist’s satisfaction. The population of the study were Muslim tourists who visited West Sumatra, Indonesia. The data were 450 respondents, but only 393 were useable responses. It is found that Halal tourism and customer engagement have significant impacts on the tourist’s satisfaction. Religiosity is a significant moderating variable on this relationship. Thus, this study gives some contribution to tourism sector especially on Halal tourism, religiosity, and customer satisfaction.     

物流整合与信息共享对企业绩效的影响——关系满意的中介效应

通过问卷调查对中国130家物流外包企业进行数据收集,本研究利用结构方程模型,实证分析了物流整合与信息共享通过关系满意对运营绩效的影响,以及关系长度对关系满意与运营绩效间关系的调节效应.研究表明物流整合促进企业绩效,同时与信息共享通过关系满意促进运营绩效,而关系满意对运营绩效有显著影响,且这种作用会受到合作关系的历史长度的影响.     

Job satisfaction in aging workforces: an analysis of the USA,Japan and Germany

In light of the dramatically aging workforces in many industrialized countries, age diversity management will become a major challenge in human resource management. To successfully handle an age-diverse workforce, it is crucial to understand how employees of different ages can be motivated. This paper analyzes age's moderating role in the relationship between situational job characteristics and job satisfaction. To control for the potential influence of the cultural and institutional context, we use data from the USA, Japan and Germany. Findings show that older employees' job satisfaction is driven by different factors than younger employees: older employees put more emphasis on good relationships with colleagues, while income, advancement opportunities, job security and having an interesting job are less important. However, these effects are mostly nation-dependent, which underlines the importance of conducting cross-cultural or cross-national aging research.     

How situational circumstances modify the effects of frontline employees’ competences on customer satisfaction with the store

This article aims to analyze whether the effectiveness of frontline employees' competences (task and interaction) at managing customer satisfaction with the store differ depending on situational circumstances, specifically, on type of query (consultation vs. assistance) and store crowding. A qualitative study was used to investigate the importance of these two situational circumstances in sales encounters. Subsequently, the hypotheses were tested by a quantitative study based on a survey of 575 customers about their shopping experience. The findings indicate that the effect of frontline employees’ task competence on customer satisfaction increases when the store is crowded, while the effect of interaction competence is stronger in relation to consultation queries than to assistance queries. Important theoretical and practical implications for frontline employees and store managers are outlined.