对商业银行居民服务满意度的评价分析——以南京市调查为例

为了正确地衡量商业银行的服务水平和准确了解普通百姓对银行办理存储业务的基本评价,这里以南京市8家商业银行为对象,运用模糊综合评价的方法就其服务水平的居民满意程度进行调查,进而通过对相关数据的比较分析,对各家商业银行服务水平高低优劣量化排序,在此基础上,就国有商业银行服务滞后,股份制商业银行服务水平略高,以及普遍存在的高水平服务缺失,改革速度缓慢,整体水平欠佳的状况进行了揭示.     

略论建设人民满意的政府

建设人民满意的政府,是我国政府改革的一项重要目标。人民满意和支持是现代政府存在的根本前提,构建人民满意的政府符合社会发展趋势,同时也是我国社会主义制度的本质要求。要建设人民满意的政府,应树立以民为本的管理理念,并以之指导政府活动,加强社会服务提高公众满意程度,正确履行政府职能,解决人民群众的实际问题等几个方面着手。     

Control, stress, and job satisfaction in Canadian nurses

The main effects of four domains of control (task, decision, resource, physical environment) on job satisfaction and their interactions with three types of job stressors (task demands, role conflict, interpersonal conflict) were examined in a sample of 765 Canadian nurses. Multiple regression analyses were conducted to determine the proportion of variance in job satisfaction that could be accounted for by job stressors, control, and the interaction of stressors and control in that order. The job stressors were analysed separately and as a composite job demands score, as were the four domains of control. The results indicated that the proportion of variance in job satisfaction increased with the addition of control for the composite scores and for task, resource, and physical environment control. However, decision control did not account for additional variance in job satisfaction above that for any of the job stressors. In addition, none of the stressor x control interactions were significant. The results support previous attempts to test the moderating effects of control, suggesting that perceived control is not a moderator of job stress but rather that it has a direct influence. The relevance of the different domains of control for nurses is discussed.     

Whose attitudes to which aspects of work? or Cool media for high participation

Current approaches to the assessment of job attitudes—for use in job redesign—seem to centre upon the importance of job characteristics, such as those within the Job Characteristics Model. Data collection is largely through well-founded, repeatable, formal questionnaires. It is argued that a broader, ergonomics perspective is required, stressing the importance of job holders' attitudes to the technology being used, the physical environment and workplace, and procedures in support of work, such as training. Furthermore, if we wish to promote the participation of those whose work is being redesigned, the traditional and scientifically respectable questionnaire may not be the correct instrument. Data gathered by means of informal semi-structured discussion may better reflect the concerns and priorities of the people doing the work. Perhaps, to paraphrase Marshall McLuhan, formal job attitude instruments used alone are 'hot media', in the sense of being well-filled with data but low in participation. Informal discussion methods could be seen then as a 'cool medium', high in participation or completion by the audience (McLuhan 1964, pp. 22-23).     

The role of perception in the intention to change the family financial situation

The study investigates factors associated with the individual intentions to change the family financial situation of 337 farm respondents. The hypotheses are that intentions to change are influenced by (a) resource flexibility or constraints existing at the time of the decision situation, including off-farm employment, education, age, and household size, and (b) perceptual factors of perceived income adequacy, locus of control, degree of discrepancy between standard and level of the family financial situation, and dissatisfaction or satisfaction with the discrepancy. Older respondents and those experiencing more external control are less likely to intend to change. Younger respondents and those who perceive their incomes as more adequate are more likely to perceive that they have control over their situation. The lower the perceived income adequacy, the greater the discrepancy between standard and level of the family financial situation and the lower the satisfaction with the discrepancy. Significant indirect effects were consistent with theoretical expectations.Research was supported by the Minnesota Agricultural Experiment Station Projects 52-055, 52-054, and 52-058 and the Minnesota Extension Service. The authors wish to thank Jean W. Bauer, Ph.D., for research collaboration and Susan Keskinen and Cathy Schultz for research assistance.Her research interests include social, economic, and technical decision processes, discrepancies between standards and levels, and the interrelationship of work and family roles, particularly for farm women. Her Ph.D. is from Iowa State University.Her research interests in family resource management theory include social decision making processes and social decision rules, family life quality, and the economic consequences of divorce. Her Ph.D. is from Michigan State University.     

Good Jobs,Bad Jobs?: Understanding The Quality of Aged Care Jobs,and Why It Matters

Much research on paid care work focuses on this work as care. An equally important issue is its characteristic as paid work. This paper focuses on the characteristics of jobs in Australian aged care facilities, using data from a comprehensive 2003 national survey of direct care workers in Australian aged care facilities. It shows that, on a range of characteristics including pay, aged care jobs compare quite well with other jobs held by Australians who have similar characteristics to aged care workers. Aged care jobs are certainly not unequivocally ‘bad’ jobs. Yet turnover rates amongst these workers are quite high. The paper shows that workers' expectations about remaining in the aged care sector depend largely on their experience of work, particularly their job satisfaction. Job satisfaction, in turn, is affected most by their experience of the work of caring. As in most workplaces, the ability to use their skills without hindrance is important. But care work offers distinctive rewards not captured by notions of professional identity and commitment. The paper concludes by suggesting that a focus on these distinctive rewards will be important in fully understanding paid care work as paid work.     

Unmet service needs of families of young children with chronic illnesses and disabilities

Data about health and educational services were collected from 187 families with young children (under two years) who have chronic illnesses and disabilities. The purpose was to assess parents' satisfaction with services their families received and to identify families' unmet service needs as well as the reasons for these unmet needs. Although families' ratings of the adequacy of services are relatively high, 28% of the families report unmet service needs. The unmet needs most often reported are occupational, physical, or speech therapy; respite care/child care; and special education. Lack of funding is the most commonly given reason for unmet needs. Children with multiple impairments are at highest risk for unmet needs. Only 22% of unmet needs reported at the initial interview have been met by the time of the six-month follow-up. Increased coordination and monitoring of services across service sectors are indicated. Her research interests include the effects of disability on family identity and families' responses to minority stress. She received her Ph.D. from the University of Minnesota. She gratefully acknowledges Shelley Blazis and Nadav Casuto for statistical consulting. Her research interests focus on the impact of chronic illness and disability on families. She received her Ph.D. from the University of Minnesota. Her research interests include families and health and chronic illness and disability in children. She received her Ph.D. in Family Social Science at the University of Minnesota. His areas of interest include neurodevelopmental outcomes of low birth weight infants and training in developmental pediatrics. He was graduated from the University of Minnesota Medical School. His areas of interest include adolescents with chronic illness and disabilities, adolescent sexual decision making, and international adolescent health care issues. He was graduated from Howard University College of Medicine was awarded his earned doctorate in Health Policy from the University of Minnesota. Preparation of this article was supported by the National Institute on Disability and Rehabilitation Research Grant #H133890012.     

Impact of shift work and department type upon strain and attitudinal measures of hospital nurses

The effects of shift work (fixed versus rotating), type of hospital department (intensive care unit versus non-ICU), and job scope on stress and attitudes have been reported previously. The goal of the present study was to examine the interactive, as well as individual, impact of these variables on measures of perceived work stress, strain, work satisfaction and withdrawal intentions. Respondents in the study were nurses in a large general hospital in Israel. None of the two- or three-way interactions received empirical support. However, significant multivariate main effects for each of the three independent measures were found. The negative influence of rotating work shift compared to fixed work shift was supported. Nurses who thought that their job was more enriching were more satisfied and perceived their workload as being lower. Department type affected only burnout level; nurses in non-ICUs were lower in burnout. Several theoretical and practical possible interpretations and possible implications are presented.     

Moderating effects of social support in shiftworking and non-shiftworking nurses

The effects of social support on the job stress (role ambiguity)-strain (job dissatisfaction, intent-to-turnover, health problems) relationship were investigated in shiftworking (second and third shifts) and non-shiftworking (first shift) groups of nurses (N = 191). Previous research indicates that shiftworkers frequently report problems of social integration as a negative aspect of their jobs. Additionally, shiftworkers demonstrate a number of stress-related illnesses. Social support has been hypothesized to show its strongest stress-buffering (i.e. moderating) effects in high stress environments. In other words, persons with higher levels of social support are less likely to be negatively affected by high stress environments. It was hypothesized that individuals working on shiftwork would demonstrate stronger moderating effects of social support on the job stress-strain relationship than non-shiftworkers because of the stressful nature of shiftwork and the importance of social integration difficulties to shiftworkers. The dependent measures used in the analyses were global job satisfaction, intent-to-quit, and perceived health problems. Main and moderating effects of social support were found for several of the analyses. For shiftworkers, this buffering effect was significantly greater for supervisor social support on global job satisfaction and intent-to-quit. Implications of the findings are discussed.     

Farm Business-Owning Couples: Interrelationships among Business Tensions,Relationship Conflict Quality,and Spousal Satisfaction

The purpose of this study was to investigate the relationships among business tensions, relationship conflict quality, and satisfaction with spouse for 206 farm business-owning couples. The Sustainable Family Business Model and the Family FIRO (Fundamental Interpersonal Relations Orientation) model guided the path analysis. For both husbands and wives, locus of control was negatively related to business tensions; decision involvement discrepancy was positively related to relationship conflict quality; and business tensions were negatively related to relationship conflict quality. For husbands, relationship conflict quality was positively related to satisfaction with spouse; for wives, business tensions were negatively related to satisfaction with business-owning spouse. This material is based on work supported by the Cooperative State Research, Education, and Extension Service, US Department of Agriculture under Agreement No. 95-37401-1820. Any opinion, findings, conclusions, or recommendations expressed in this publication are those of the authors and do not necessarily reflect the view of the US Department of Agriculture.