User satisfaction

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Information Systems Design and User Satisfaction: A Banking Case Study

Information Systems Design and User Satisfaction: A Banking Case Study

With the growing, pervasive use of information systems (IS) by most organizations, particularly companies in technology-intensive businesses like banking, questions arise as to the effective success of those systems, how to measure it and, most of all, what influences it. User satisfaction, even if not an end goal of IS organizations, is frequently used as a measure of that success and it has been empirically shown to correlate with other more direct measures. The research reported here looked at what influences user satisfaction, particularly what characteristics of information systems and their development processes tend to result in higher user satisfaction, in the specific case study of a Portuguese bank, which conducts a comprehensive survey every year to measure the satisfaction of its thousands of IS users regarding its numerous information systems. Additional primary data was collected to characterize the information systems and their development processes, which, once structured and standardized alongside the user satisfaction survey results provided the basis for a quantitative analysis of the relationships between IS success, measured by user satisfaction, and its antecedents, using correlation and multiple linear regression techniques. The significant relationships are analyzed and the conceptual model’s results discussed in light of prior theory on the subject. Several implications for the practice and research communities are finally identified.
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Efficacy of the Smartphone-Based Glucose Management Application Stratified by User Satisfaction

Efficacy of the Smartphone-Based Glucose Management Application Stratified by User Satisfaction

Despite these limitations, there are a few notable achieve- ments of this study. First, a practical analysis was performed on a program attempting to combine the rapidly developing IT technology with medical needs. Second, the goal of this study was focused on the eicacy of a health management sys- tem depending on user satisfaction, which will contribute to further development of a user-friendly system. his study re- vealed that device utility and network can indirectly inluence blood glucose management. his study may be an example of the progress in developing apps for chronic disease manage- ment in general, not only for diabetes.
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Attributes of information systems design leading to user satisfaction – a banking case study

Attributes of information systems design leading to user satisfaction – a banking case study

Subsequent research has confirmed the usefulness and validity of user satisfaction as either one dimension of or an overarching construct for information systems success. For example, the authors of the D&M IS success model, referred to before (DeLone and McLean 1992), advance three reasons for this, particularly for contexts in which use of the information system is compulsory, and therefore other measures, such as actual usage, become less relevant: first of all, its face value, i.e., the fact that a system whose users are satisfied is undeniably successful, at least up to a certain degree; second the availability of reliable tools for measuring it (such as Bailey and Pearson’s one (1983), among others); finally, due to the conceptual weaknesses or empirical obstacles of other proposed measures of IS success.
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Utilitybased scheduling algorithms to enhance user satisfaction in OFDMA systems

Utilitybased scheduling algorithms to enhance user satisfaction in OFDMA systems

Aiming at the maximization of the satisfaction of users of NRT and RT services, two scheduling algorithms are proposed: Modified Throughput-based Satisfaction Maximization (MTSM) and Modified Delay-based Satisfaction Maximization (MDSM), respectively. The modification of parameters of the shifted log-logistic utility function enables different strategies of distribution of resources. Seeking to track satisfaction levels of users of NRT services, two adaptive scheduling algorithms are proposed: Adaptive Throughput-based Efficiency-Satisfaction Trade-Off (ATES) and Adaptive Satisfaction Control (ASC). The ATES algorithm performs an average satisfaction control by adaptively changing the scale parameter, using a feedback control loop that tracks the overall satisfaction of the users and keep it around the desired target value, enabling a stable strategy to deal with the trade-off between satisfaction and capacity. The ASC algorithm is able to ensure a dynamic variation of the shape parameter, guaranteeing a strict control of the user satisfaction levels.
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Level of User Satisfaction with Hearing Aids and Environment: The International Outcome Inventory for Hearing Aids.

Level of User Satisfaction with Hearing Aids and Environment: The International Outcome Inventory for Hearing Aids.

►Table 3 illustrates the relationship between the user and the HA (factor 1) and the user and his environment (factor 2). There was a significant difference (p  0.01) between the mean scores of factors 1 and 2, with factor 1 (hours of use per day, benefit, satisfaction, and quality) showing a significantly higher average than factor 2 (activity limitations, participa- tion restrictions, and impacts on others). These data reflect the degree of satisfaction with HA use. Therefore, it can be observed that user satisfaction with respect to the HA was significantly better than user relationship with the environment.
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Adaptive radio resource allocation algorithm for user satisfaction maximization in multiple services wireless networks

Adaptive radio resource allocation algorithm for user satisfaction maximization in multiple services wireless networks

Considering single service scenarios, [46] and [47] propose, respectively, the Satisfaction- Oriented Resource Allocation for Real Time Services (SORA-RT) and Satisfaction-Oriented Resource Allocation for Non-Real Time Services (SORA-NRT), which are heuristic resource allocation algorithms that have the objective of maximizing the user satisfaction in scenarios composed of only delay sensitive (RT) or throughput-based (NRT) services, respectively. The single service cases analysis described in [46] and [47] were further evaluated in [24], when the Capacity-driven Resource Allocation (CRA) was proposed, which dynamically controls the resource sharing among flows of different services (delay sensitive and throughput-based) and exploits channel-quality knowledge in order to provide gains in the joint system capacity in multi-service scenarios. The authors in [48] propose a scheduling algorithm that has the objec- tive of minimizing the Packet Loss Ratio (PLR) of delay sensitive services while guaranteeing the QoS requirements of Guaranteed Bit Rate (GBR) services, where the authors show that their algorithm can achieve a good trade-off between satisfaction of QoS requirement and fairness while decreasing the PLR. In [5], a well-known bipartite matching algorithm and a standard gradient scheduling algorithm are employed in order to satisfy the QoS requirements of delay sensitive services and for maximizing the utility of throughput-based services, respectively.
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Learner-User Satisfaction Survey in the AdaptWeb Platform using the Learner Choices from Learner-Driven Learning

Learner-User Satisfaction Survey in the AdaptWeb Platform using the Learner Choices from Learner-Driven Learning

In a previous paper (Dias & Wives, 2018), we reviewed the origin of the Learner-driven Learning paradigm: the Student-centered Learning paradigm and analyzed this learning paradigm from the point of view of formal and non-formal learning environments. In both cases, the learner performs choices during the learning process. We have found that the set of choices from the Learner-driven Learning are presented in a more general way in Alexander et al. (2004), Miliband (2006), Watkins et al. (2007), LEADLAB (2010), Ginsberg (2015), and others. Then we defined these choices for e-learning systems, based on user-interaction patterns and navigational patterns that we have noticed while we knew different e-learning systems during the systematic review performed. To the best of our knowledge, we were the first to specify these choices for e-learning systems.
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JISTEM J.Inf.Syst. Technol. Manag.  vol.8 número2

JISTEM J.Inf.Syst. Technol. Manag. vol.8 número2

used this perspective to some extent to assess IS success based on the DeLone and McLean model (Zviran, Pliskin, & Levin, 2005; Nelson & Wixom, 2005), where user satisfaction category was reported as the one of the most researched (Ives, Olson, & Baroudi, 1983; Baroudi & Orlikowski, 1988; Chang & King, 2000; Adamson & Shine, 2003; Doll et al., 2004; Wixom & Todd, 2005). Chin and Lee (2000, p. 554) define end-user satisfaction with an IS as an “overall affective evaluation an end-user has regarding his or her experience related with the information system [IS]”, being both IS use and other activities related (e.g., training, participation or involvement in development or selection) “of value in predicting subsequent behavior (e.g., utilization) or performance”.
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Cad. Saúde Pública  vol.25 número7

Cad. Saúde Pública vol.25 número7

The objective of this study is to evaluate the psy- chometric properties of a user satisfaction scale regarding the Brazilian National STD/AIDS Pro- gram, specifically related to dispensing AIDS medicines. The scale was developed and applied in a study covering 10 Brazilian States that eval- uated the quality of medicine dispensing. The questionnaire was answered by 1,412 people liv- ing with HIV and undergoing antiretroviral ther- apy. Construct validation involved two stages of factor analysis. The item-total correlation matrix was analyzed, and tests for associations between the target variable, socio-demographic variables, and related constructs were performed. Reliabil- ity was studied by means of the sub-scales’ inter- nal consistency, estimated by Cronbach’s alpha. Five relevant satisfaction dimensions were iden- tified. A moderate level of internal consistency was found for these dimensions, suggesting they were adequate. The results of the association tests agreed with other studies reported in the litera- ture. We conclude that the instrument is appro- priate for application in similar populations with adequate psychometric characteristics and serves to measure users’ assessments of the phar- maceutical services received and helps to orient improvements in such services.
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Rev. Saúde Pública  vol.49

Rev. Saúde Pública vol.49

proposes that the best strategy to evaluate these services must involve a model composed of structure, work process and results achieved. The structure refers to the charac- teristics of health care providers, their instruments and resources, as well as the physical and organizational condi- tions of their services. The process has to do with the rela- tionship between the health service professionals and users that exists during such activities. The results involve the changes in health condition, knowledge, behavior and user satisfaction that result from the care given. 7 User satisfac-
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en 2317 1782 codas 29 6 e20160192

en 2317 1782 codas 29 6 e20160192

Purpose: To evaluate the satisfaction of users assisted by speech-language pathologists during their Multi-professional Residency in Family Health, considering the structural, organizational and relational categories. Methods: Qualitative assessment conducted with 30 Family Health Strategy (FHS) users. Data were analyzed using Bardin’s content analysis. Results: The organizational category presented aspects associated with the organization of speech-language pathology (SLP) services, describing the speciic practice and role of speech-language therapists in the FHS, as well as referral and waiting time for care, speech-language therapy actions, clariication of problems, and promotion of self-care. The relational category showed the relationship between residents and users, with emphasis on humanized care and bonding. The structural category described the dimensioning of speech-language pathologists in the FHS and the aspects related to the resources available in the health unit. Conclusion: User satisfaction was associated with the rapid access to the service and the humanized care provided by the residents, promoting a welcoming service and bonding between residents and community. User dissatisfaction was associated with the reduced number of speech-language pathologists available at FHS.
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The satisfaction of the user in health services evaluation: essay on the imposition of problems

The satisfaction of the user in health services evaluation: essay on the imposition of problems

ABSTRACT User satisfaction surveys are currently placed as one of the main strategies for participation, protection and defense of the rights of users of public services, despite the ex- istence of a set of evidences reported in the international literature more than four decades ago, question the legitimacy of such approaches. The present essay aims to contribute to the understanding of some neglected aspects of the meaning of user satisfaction surveys and their results, particularly the paradox of high satisfaction found as a result of these surveys. This phenomenon will be analyzed through an analogy with opinion polls, discussing the hy- pothesis that the high satisfaction, described in the literature, may represent an artifact of research resulting from a problematic imposition, in the sense discussed by Bourdieu (1973) and Champagne (1998). The answers obtained do not necessarily correspond to social rep- resentations or perceptions regarding the services, but to the reactions of the users to the research situation, being characterized as a forced response to the conditions of the surveys.
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Gest. Prod.  vol.4 número1

Gest. Prod. vol.4 número1

As the widespread use and company dependency on Expert Systems increase, so does the need to assess their value and to ensure implementation success. This study identified and empirically tested eight major variables proposed in the literature as determinants of ES success, in this case measured in terms of user satisfaction. IBM’s Corporate Manufacturing Expert Systems Project Center collected information from 69 project managers to support the study. The results clearly support the hypothesized relationships and suggest the need for ES project managers to pay special attention to these determinants of ES implementation success. ES success is directly related to the quality of developers and of the ES shells used, end-user characteristics and degree of user involvement in ES development, as each has been defined in this study. For exploratory purposes, the component items for each of these major variables were correlated with the components of user satisfaction. Based on the results, several recommendations are proposed for ES project managers to enhance the likelihood of project success, including: adding problem difficulty as a criterion for ES application selection; increasing ES developer training to improve their people skills, ability to model and to use a systems approach in solving business problems; shaping end-user attitudes and expectations regarding ES; improving the selection of domain experts; more thoroughly understanding the ES impact on end-user jobs; restricting the acquisition of ES shells based on a proposed set of criteria; and ensuring a proper match of ES development techniques and tools to the business problem at hand.
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Interface (Botucatu)

Interface (Botucatu)

For users, the image of physicians is still a strong point that determines the agility of scheduling appointments for PHC. Additionally, user satisfaction and problem-solving capacity were positively correlated, because when users perceived that their needs were not met, the service was rated poorly. Furthermore, users were aware that ECUs do not resolve health issues.

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Rev. CEFAC  vol.18 número4

Rev. CEFAC vol.18 número4

The loss of laryngeal voice is the main complication resulting from total laryngectomy. The voice represents the individual’s identity and its loss limits social inter- action, and the communication of feelings, desires, as well as individual and biological characteristics. Therefore, the purpose of this study was to analyze voice-related quality of life in totally laryngectomized patients, through the level of user satisfaction with their chosen voice rehabilitation method, and how the loss of laryngeal voice and communication rehabilitation inluence their quality of life.
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Understanding churn and its reasons: The GuestU case

Understanding churn and its reasons: The GuestU case

After guests are successfully encouraged to download the application, the next elementary step to guarantee long-run retention is to assure a satisfying first use of the application. In the AARRR model this is considered activation which results in a second and third return to the application and builds the basis for a long-run loyal consumer. The long-run aspect remains particularly challenging for GuestU applications, as the usefulness of the applications for the guests is constrained by the duration of the trip. With the end of the trip, the information about the destination contains no further value and the application is therefore no longer opened. The users of the applications will consequently change constantly. But even with this in mind, the best indicator for end-user satisfaction is the retention rate of the users meaning whether and how much they re-use the application.
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Atenção à saúde de portadores de HIV: avaliação de usuários Health care for people with HIV: evaluation of users

Atenção à saúde de portadores de HIV: avaliação de usuários Health care for people with HIV: evaluation of users

Center for the treatment of AIDS in Natal/RN, including demographic information such as age, sex, origin, education, family income, color and data related to the current disease. The second part of the script consisted of 16 items related to the quality of hospital service indicators. Initially we held a question on the general user satisfaction with the health service, with the response option “yes” or “no.” The other issues were related to the operation of HGT and included the following indicators: physical structure; offered comfort; respect the privacy of users; professional/user relationship; opportunity given to users to make complaints; support offered by the service; timeliness of health professionals; received guidance on the treatment; host; convenience of service hours; availability of antiretroviral drugs; availability of laboratory tests; ease of access to services; waiting time for care and resoluteness of care received. Each of these indicators had answer alternative options to sort them into appropriate and inappropriate.
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Rev. CEFAC  vol.15 número4

Rev. CEFAC vol.15 número4

Purpose: assess satisfaction with hearing aids (HA) by applying the self-assessment questionnaire IOI-HA (International Outcome Inventory for Hearing Aids) and to correlate the characteristics of hearing loss and HA itting process. Method: 98 patients from a healthy public service were assessed, of both genders, with sensorineural hearing loss, and using the HA in a systematic way for at least 3 months. The IOI-HA questionnaire was used as a guide directed structured interview with the patient. Correlated these variables with the level of user satisfaction analyzed by IOI-HA by a factor (which relects the interaction of the patient with his HA), the second factor (related to the patient’s experience with other people in their environment), and the total score for each patient. Results: there was no signiicant correlation between these variables and user satisfaction. However, it is important to note that the averages obtained were positive and therefore the analyzes of the total sum of the IOI-HA, Factors 1 and 2, were also positive and approached the maximum score for each factor. Conclusion: this study found that in the studied group of HA users were satisied with the adaptation of their HA and there were no correlations between variables and the degree of satisfaction with HA through the IOI-HA questionnaire.
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RGO, Rev. Gaúch. Odontol.  vol.62 número2

RGO, Rev. Gaúch. Odontol. vol.62 número2

The study assessed user satisfaction with 71 upper complete dentures and 49 lower complete dentures, totaling 120 complete dentures, made and itted in 2010 by the public health care n[r]

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Cultural impacts on e-learning systems' success

Cultural impacts on e-learning systems' success

Motivated by the research gap mentioned, and in order to increase the understanding of success factors, Seddon (1997; 1999) suggested the inclusion of constructs in the information systems success model (D&M) (DeLone & McLean, 1992), which reflected the different groups of stakeholders for their various interests and perceived outcomes. D&M (DeLone, 1988; Delone, 2003; DeLone & McLean, 1992) is a model constructed on information systems success theory. In this model use, and user satisfaction explain individual impacts, and individual impact explains or- ganizational impacts. According to Star & Griesemer (1989) boundary objects’ characteristics are flexible and adaptable to the environment and can also be tangible or intangible. According to their definition (Star & Griesemer, 1989), an e-learning system can be classified as a boundary object. The e-learning system concept has been changing over time. E-learning can be defined as learning that takes place partially or entirely over the Internet, making information or knowledge available to users discounting time restrictions or geographic proximity (Rosenberg, 2005). The e-learning concept is focused on the technological aspects of an information system, which enables diffusion of explicit and tacit knowledge in the form of virtual classes or digital synchronous classes.
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