The Effect of Customers’ Incivility and Work stress on Job Satisfaction through Burnout

The need for public services is currently increasing both in quantity and quality. In public service, employees need high job satisfaction because if they are satisfied with their work, they will be happy to do their duties and obligations to provide good service. Employee job satisfaction is influenced by several factors both from within and from the environment. This study aimed to examine the effect of customers Incivility and work stress on job satisfaction through burnout. This research was conducted on 191 respondents in the office of the Unit of Investment and One-Stop Services in the Kelurahan in DKI Jakarta Province. The survey was conducted by distributing questionnaires to 191 front office officers working in public service offices. The data were analyzed using the SEM (Structural Equation Modeling) analysis technique using Lisrel. The results of the study found that customers Incivility and work stress have a positive and significant effect on burnout. Furthermore, burnout has a negative and significant effect on job satisfaction. This study implies the importance of local government to pay attention to employee burnout aspects in increasing job satisfaction and front office employee performance

Scheduling for today’s computer systems: bridging theory and practice

Scheduling is a fundamental technique for improving performance in computer systems. From web servers to routers to operating systems, how the bottleneck device is scheduled has an enormous impact on the performance of the system as a whole. Given the immense literature studying scheduling, it is easy to think that we already understand enough about scheduling. But, modern computer system designs have highlighted a number of disconnects between traditional analytic results and the needs of system designers. In particular, the idealized policies, metrics, and models used by analytic researchers do not match the policies, metrics, and scenarios that appear in real systems. The goal of this thesis is to take a step towards modernizing the theory of scheduling in order to provide results that apply to today’s computer systems, and thus ease the burden on system designers. To accomplish this goal, we provide new results that help to bridge each of the disconnects mentioned above. We will move beyond the study of idealized policies by introducing a new analytic framework where the focus is on scheduling heuristics and techniques rather than individual policies. By moving beyond the study of individual policies, our results apply to the complex hybrid policies that are often used in practice. For example, our results enable designers to understand how the policies that favor small job sizes are affected by the fact that real systems only have estimates of job sizes. In addition, we move beyond the study of mean response time and provide results characterizing the distribution of response time and the fairness of scheduling policies. These results allow us to understand how scheduling affects QoS guarantees and whether favoring small job sizes results in large job sizes being treated unfairly. Finally, we move beyond the simplified models traditionally used in scheduling research and provide results characterizing the effectiveness of scheduling in multiserver systems and when users are interactive. These results allow us to answer questions about the how to design multiserver systems and how to choose a workload generator when evaluating new scheduling designs

CHANGES OF FOOD PURCHASING HABITS

Nowadays it is not only macro economical factors, such as the economic crisis, that effect the changes in the food purchasing behavior in a settlement, but also micro economical factors, like the appearance of a new food retail chain in the same settlement or the opening of another food retail unit of a chain already having units in that settlement. My objective was the analysis of the changes in food purchasing habits of the last decade, from the point of view of supply, in all the settlements of the aggregation of Szolnok city and in settlements with a significant population, and provided with food retail chains, in the Szolnok agglomeration. As a method of my research, I chose deep interview. I have carried out more than fifty deep interviews with food retail shop managers/ deputy managers and with Szolnok being the headquarters of Coop Szolnok Zrt, with the Chairman and General Director of the company, with the Marketing Manager and with two store managers. In order to process the deep interviews, I used the wordclouds method. The questions of the deep interview included the characteristics of the changes in purchasing behavior (timing, length of shopping, basket value, frequency, content and number) in general and also in particular regarding the shop of those questioned. Customer segments were mentioned according to their different purchasing habits, out of which a proportion has lost its importance. It is a general observation – with respect to the exceptions – that due to the daily operative tasks, decision-makers know only the purchasing habits of their own customers, having less view over the changes in purchasing habits characteristic for the settlement as a whole. Regarding the satisfied and loyal customer, all of the respondents could much easier draw a distinction between features from the point of view of the store of his own and those in general. Regarding store choice, I especially attached great importance to the factors influencing daily and big shopping at a different degree. To get to know the opinions of those questioned, I also enquired about the criteria influencing store choice, such as price, own-label products and Hungarian ownership. The deep interviews showed the grave effect of the „law of gravitation”, since not only the purchasing habits of those living in Szolnok, but also of those in the agglomeration changed as a result of the opening of a new or another hypermarket, supermarket or discount store. It is obvious that the development of the infrastructure has a greater effect that the natural changes in demand and complex premises have a better chance to win the competition in the area than scattered sites do. Negative attitudes towards chains are insisted on, but they are overwritten by convenience and a presumed lower price. The results of the organizational deep interviews served as a basis to compare them with the results of the representative customer questioning (with a questionnaire) and those of the deep interviews

Bank Service Complaint Handling: Effects on Bank Customers’ Satisfaction in Nigeria

The study investigated the effects of bank customers’ complaints handling on customers satisfaction in the selected Banks in Enugu – Nigeria. Survey method with the aid of questionnaire was used to elicit relevant data from a sample of 357 respondents within the area of the study. Data obtained were presented and analysed using statistical package for social science (SPSS) version 23. The hypotheses for the study were tested and findings showed that Banks responsiveness to complaints by customers, service guarantee and recovery has significant and positive effect on bank customers’ satisfaction. It was therefore concluded that service complaints resolutions significantly effect customers’ satisfaction positively. The study recommended that organization should exert quick response to customers’ complaint, engage in effective guarantee and service recovery to build customers confidence, satisfaction, trust and gain their patronage and loyalty. Keywords: Effects, complaint Handling, responsiveness, guarantee, Service recovery, satisfaction DOI: 10.7176/JMCR/67-05 Publication date: April 30th 202

Service quality and user satisfaction of the reader’s advisory desk service : a case study of University Putra Malaysia Library / Zubaidah Iberahim and Fuziah Mohd Nadzar

This study identified what the users of the UPM library perceive to be the quality of the Reader’s Advisory Desk Service, to establish the extent to which the reader advisor meets the users’ satisfaction of the services provided, and to investigate the quality of the Reader’s Advisory Desk Service and its relationship with satisfaction. This study was done in UPM library and 40 respondents were selected. SERVQUAL questionnaires were distributed as the research for the data gathering. Purposive sampling/judgment sampling was the sampling technique chosen to determine the size of respondents selected. Purposive sampling was chosen because it represents only the respondents who posed questions and problems to the Reader’s Advisory Desk Service of the UPM Library or the respondents who have been identified as a frequent users of the Reader’s Advisory Desk Service. Thereby, it is confined to the specific types of respondents or specific target groups who can provide the desired information. Overall, majority of the users were satisfied with Reader’s Advisory Desk service offered based on the service parameters of “tangibles, responsiveness, reliability, assurance and empathy of service.” Arising from these results, this study revealed that there is significant positive relationship between the effectiveness of the Reader’s Advisory Desk service and users’ satisfaction; and by further improving the quality of the service; it will lead to users’ needs being met and their level of satisfaction being fulfilled. This study systematically examined a reference activity which is the effectiveness of Reader’s Advisory Desk service views on the nature and practice in UPM library specifically

Politeness : brazilian-portuguese requests in service encounters

Dissertação (mestrado) - Universidade Federal de Santa Catarina. Centro de Comunicação e ExpressãoOs mais expressivos aspectos lingüísticos que marcam a polidez de serviço feitos espontaneamente por brasileiros na panificadora, no açougue, no banco, na farmácia e em uma loja de roupas são analisados nesta dissertação de acordo com as estratégias léxico-gramaticais propostas por Brown e Levinson (1978). Os resultados mostram que o caráter ameaçador desses pedidos é suavizado pelo emprego das alterações léxicas "diminutivos", "me/prá mim" e "por favor", e das alterações sintáticas "presente do indicativo", imperfeito de cortesia e "forma interrogativa". Entre as variáveis sociais levadas em consideração (sexo, grupo social e espécie de mercadoria) a espécie de mercadoria trocada entre o freguês e o vendedor é a que mais influencia na escolha da estratégia de polidez. Os resultados analisados mostram também que os fregueses brasileiros usam alterações sintáticas quando fazem pedido que envolvem maior responsabilidade ou exigem mais do vendedor tais como pedidos de remédios, de serviços bancários ou de roupas. Quando pedem por produtos diários tais como pão, leite e carne tendem a usar alterações léxicas. Considerando a teoria de polidez de Lakoff (1973) é possível estabelecer-se uma escala ascendente de polidez que começa com a forma imperativa passa pelo presente do indicativo e "imperfeito de cortesia" e termina com a forma interrogativa nos pedidos brasileiros de serviço. Os inícios e finais das interações de serviços coletadas também são objeto de análise. Cumprimentos, agradecimentos e expressões de despedida são moderamente usados por fregueses brasileiros que usualmente começam sua interação de maneira direta simplesmente pedindo o que desejam, e a terminam sem dizer nada apenas pegando a mercadoria solicitada. Esses resultados assim como a comparação entre as interações de serviço brasileiras e americanas feita neste estudo, mostram a necessidade de alertar os alunos para os diferentes aspectos lingüísticos que marcam a polidez no português-brasileiro e no inglês a fim de que eles possam usar essas línguas efetivamente

STUDY OF PUBLIC SERVICE IMPLEMENTATION IN SOME LOCAL GOVERNMENT ORGANIZATIONS OF CENTRAL JAVA PROVINCE IN 2021

Public service is an activity or series of activities in the context of fulfilling basic needs in accordance with the civil rights of every citizen and resident of goods, services, and or administrative services provided by public service providers. The government as a public service provider is required to carry out the best service / excellent service so that the public as service users feel satisfied. The Central Java Provincial Government as a public service provider in the Central Java Province has tried to comply with the provisions of Law Number 25 of 2009 concerning Public Services, as well as in the Regulation of the Minister of Empowerment of State Apparatus and Bureaucratic Reform Number 15 of 2014 concerning Guidelines for Service Standards. Service standards at least contain: legal basis, requirements, service procedures, completion time, service costs, service products, facilities and infrastructure, competence of service providers, internal control, complaint handling, suggestions and inputs and service guarantees. However, efforts to improve public services still face several obstacles. These constraints include human resources for implementing services, inadequate service facilities and budget refocusing, causing delays in the completion of public service facilities. However, the regional apparatus organizations or technical implementing units for public service providers have been trying to come up with solutions. However, Central Java Provincial Government policies are still needed to improve the quality of services graduall