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Local HIV/AIDS NGOs and client satisfaction: Dimensions and Explanatory Factors through a Multilevel Regression Analysis

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Open Journal of Epidemiology 2020年第3期10卷 303-322页

作者： Maurice T. Agonnoude François Champagne Nicole Leduc National School of Public Health and Epidemiologic Monitoring (ENATSE) University of Parakou Parakou Bénin Department of Health Policies and Evaluation (DPSE) School of Public Health (ESPUM) University of Montreal Montréal Canada

Background: HIV/AIDS Non-governmental organizations (NGOs) in Benin can use evaluations (including client satisfaction surveys) as tools to improve the effectiveness of their interventions. Objective: It is to identify the dimensions of NGO clients’ satisfaction and their associated factors. Methods: We conducted a cross-sectional survey of 2413 clients receiving both preventive and curative services from 31 NGOs working in HIV/AIDS prevention-screening and providing care to persons living with HIV. Results: We identified four dimensions of satisfaction relevant to our setting: reception and humane attitude, accessibility of care and resources, staff availability and competence and continuity of care. Individual factors [(age positively and gender (men negatively)] statistically significantly influenced global satisfaction and three of its four dimensions but the strength of these associations was too weak. Concerning organizational factors, involvement in evaluation had a negative effect on reception and humane attitude. A local source as principal source of funding was associated with greater satisfaction with accessibility of care and resources, while foreign partners as the principal source of funding were associated with greater satisfaction in terms of both global satisfaction and its dimensions, except for continuity of care. Organizational factors explain from 12.5% to 15.6% of the variance of global satisfaction and its dimensions (except for continuity of care). Conclusion: These information on the global satisfaction and its dimensions as well as the influencing factors are important for NGOs and their partners as these can help them to plan and implement actions to improve performance.

关键词： Local NGO HIV/AIDS client satisfaction Individual and Organizational Factors Benin

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Assessment of clients satisfaction in Family Planning Service Delivery in Port Harcourt, Nigeria

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Journal of Biosciences and Medicines 2020年第8期8卷 88-99页

作者： Emmanuel Okwudili Oranu Ijeoma Chioma Oppah Department of Obstetrics and Gynaecology University of Port Harcourt Teaching Hospital Port Harcourt Nigeria

Background: client satisfaction is considered as one of the desired outcomes of health care service delivery and it is directly related to the utilization of any health services. The family planning clinic remains one of the important health care delivery outlets where client satisfaction guarantees continuation of usage, hence this study. Objective: The objective of this study is to assess the determinants of client satisfaction with the family planning (FP) services provided in Port Harcourt. Materials and methods: This was a descriptive prospective cross-sectional study conducted between 18th of June 2018 and 18th of July 2018. The target population is women of reproductive age group (15 - 49) who visited 11 randomly selected family planning health facilities in Port Harcourt during the study period. A set of exit interviewer-administered questionnaire (pretested for reliability and validity) was used for data collection from a sample size of 195 respondents;and analyzed using SPSS 22.0. Standard deviation was used for continuous variable while categorical variables were presented in simple percentages and frequencies. The P value was set at Results: Age range 30 - 39 years constituted the largest proportion of 51.3%. A large proportion of the women (87.2%) expressed satisfaction with FP services provided. All respondents said the facilities were easily accessible, clean and were treated respectfully. However, only about half of the clients (51.3%) received their chosen contraceptive product after 1 hour. Conclusion: A huge proportion of family planning clients expressed satisfaction with family planning service delivery in Port Harcourt;not minding the longer waiting time. Implication of this is continued use and by implication improved contraceptive prevalence.

关键词： Family Planning Service Delivery client satisfaction Port Harcourt

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The Influence of'Last One Kilometer'Service Quality on Customer Loyalty under C2C Mode--The Mediating Role of Customer Satis-faction

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Asian Agricultural Research 2017年第1期9卷 28-32页

作者： Daosheng LI Xinxin DING Jun KE College of Economics and Management Huazhong Agricultural UniversityWuhan 430070China Hubei Rural Development Research Center Wuhan 430070China

Via questionnaire investigation on express users in Wuhan colleges and universities,it is found that client satisfaction plays partial mediator role between service quality of express industry and client loyalty. Moreover,correlation regression analysis of data is conducted by SPSS17. 0 software. It is found that communication quality,order quality,delivery quality and remedy quality have significantly positive impacts on client satisfaction,while personalized service quality does not have significant impact on client satisfaction; communication quality,order quality,personalized service quality and remedy quality have significantly positive impacts on client loyalty,while communication quality does not have significant impact on client loyalty. Finally,countermeasures and suggestions are proposed according to the above conclusions.

关键词： Service quality client satisfaction client loyalty Mediating role

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蒙古审计公司的客户满意度研究

蒙古审计公司的客户满意度研究

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作者： Enkhnaran Batsukh 中国海洋大学

学位级别：硕士

过去20年里,在蒙古政府及非政府审计组织的扶持下,蒙古的会计和审计行业获得了长足的发展,但仍然存在一些较为严重的问题,其中之一是审计服务的供需不平衡,主要指对外部审计有非常高的审计服务需求。这是因为一些国家法律要求由特定的... 详细信息

过去20年里,在蒙古政府及非政府审计组织的扶持下,蒙古的会计和审计行业获得了长足的发展,但仍然存在一些较为严重的问题,其中之一是审计服务的供需不平衡,主要指对外部审计有非常高的审计服务需求。这是因为一些国家法律要求由特定的组织来对他们的财务报表进行审核,并在规定日期前提交政府部门,而现在大约有100个注册的审计公司进行审计活动。这种情况下,社会上便会存在这样一种疑虑：一旦对这种时间较短的专业服务有大量需求,一些审计公司为了承诺少收取服务费用,便开始不对财务报表进行专业审核,或不进行充足的调查采证(这是关系审计质量的主要步骤)。同时,审计法和其他一些法律法规,以及实体的利益相关者会要求对财务报表审计的一些因素进行外部审计,从而使得财务信息真实可信。因此,外部审计需要让用户相信审计员会按照相关标准来进行审计工作,并且质量审计员也要在审计过程中发挥应有作用。因此,审计工作的质量不仅与审计的标准和政策颁布有关,也与审计调查者有关。目前,已有很多学者对此进行研究,许多学者从审计角度对审计的质量控制和改善进行了研究,指出在蒙古审计质量水平很低,但他们中很少有人提到审计公司需要严格遵循审计质量控制的标准。本文对审计服务质量的客户满意度进行了研究,并从客户角度来评价审计服务、客户对审计结果是否信任,以及客户对审计公司遵守审计质量控制的标准是否满意。

关键词： Auditing service audit quality audit firm client satisfaction

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