ECSI - customer satisfaction modelling and analysis: a case study

Article Abstract:

A survey of 89 customers in Sweden categorized into different industries, namely automotive, other manufacturing, service, motor vehicle and remaining industry, was utilized in the analysis of the European customer satisfaction index (ECSI) model. Hardware, software and perceived value were found to be the variables in the ECSI model to have the most effect on customer satisfaction. The reason behind the variable customer loyalty being ECSI's most significant component is presented.

Models, Analysis, Measurement, Marketing, Marketing models, Customer satisfaction, Case study

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Leadership for improvements in Swedish health care

Article Abstract:

Leadership in a professional and complex organization is explored through a leadership model, Swedish Health Care System. It was found that a leadership dominated by the leadership styles of The Captain, The Strategic Leader and the Team Builder, indicates an effective leadership.

Management dynamics, Services information, Management, Evaluation, Services, Company business management, Leadership

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Climate for improvement and the effects on performance in Swedish healthcare-a survey in the county council of Ostergotland

Article Abstract:

A self-assessment model is used to explore the climate for improvement in Swedish healthcare. The discussion is based on the results from a cross-sectional survey at the clinical department level in the County Council of Ostergotland.

Surveys

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