Evaluation of Medical Training Courses Satisfaction: Qualitative Analysis and Analytic Hierarchy Process

The implementation of the training courses is remarkable in the field of education, in order to analyze and observe individual’s perception of the experience. Aim of this work is the combination of two methods, the Likert scale and the Analytic Hierarchy Process (AHP), to evaluate the quality of the training activities offered at Centre of Biotechnology of the National Hospital A. O.R.N. “A. Cardarelli” of Naples to improve its service. In particular, through the application of the AHP we get a hierarchy of needs but not information about user satisfaction, which is obtained with Likert scale. The synergistic application of both methods provided the necessary information to improve the service quality, allowing to identify the most valuable service features and, in case, improve them in order to meet users’ satisfaction. However, a continuous collection of users’ opinions is necessary

Managing customer expectations: a study of two four-star hotels in Malaysia and Singapore

Successful management of customer expectations is an extremely important factor in achieving customer satisfaction. A hospitable culture and user-friendly technology are required to meet customers' expectations. While technology can have a major impact on customer satisfaction, the various cultural backgrounds of guests also have a significant influence. In the paper, the hotel guests’ cultural backgrounds were studied to understand this aspect's influence on their expectations and satisfaction. Three major cultural factors, namely brand identity (domestic vs. foreign), customers’ native language, and their country of residence, were observed and analyzed to determine guests' expectations. The research study used a qualitative design to analyze the data, collected from field observations at two hotels: a Singapore hotel and another in Malaysia. Reviews were also collected from hotel booking websites, in order to understand how the hotels satisfy guest expectations