1,720,955 research outputs found
Influence of service assurance on customer satisfaction across Kenyan insurance companies: A multi-level data analysis approach
Get PDFThis study sought to determine the influence of service assurance on customer satisfaction in the insurance industry in Kenya. The latent variable assurance was measured using four manifest variables namely, Employees instill customer confidence; Customers feel safe to transact with the company; Employee Politeness and Provision of adequate information on service requested. A descriptive research design was adopted and a multi-stage sampling technique was used to sample 400 policyholders from 19 composite insurance companies in Kenya. Primary data was collected using a structured questionnaire. A pilot test was conducted to check the reliability and validity of the questionnaire. Data analysis was performed using inferential statistics. R-Gui was the leading statistical software. The study applied linear mixed-effect models of structural equation modeling (SEM) considering the multi-level structure of the data collected. Multi-level analysis was adopted to determine whether service assurance contributed to the variation in levels of customer satisfaction across insurance companies. A significant fixed effect coefficient estimate of 0.696 was established, implying that increasing the levels of Service Assurance as perceived by a customer by one unit would increase the level of Customer Satisfaction by 0.696. The study concluded that a client who perceives Service Assurance from their insurer is bound to have higher satisfaction than a customer who does not perceive it. Employee Assurance, however, was found not to significantly affect the variations in customer satisfaction across the insurance companies. The study recommended that insurance firms invest in service assurance to achieve maximum customer satisfaction
Examining the influence of service reliability on customer satisfaction in the insurance industry in Kenya
Get PDFThis study examines the influence of service reliability on customer satisfaction in the insurance industry in Kenya. The study was anchored on the Assimilation Contrast Theory and employed a descriptive research design. Primary data was collected using a structured self-administered questionnaire. Data analysis was conducted using descriptive statistics where the mean and standard deviation were determined. Data were analyzed in two levels, the customer level, and the entity level. The study employed the linear mixed effect models of structural equation modeling (SEM) considering the multi-level structure of the data collected. Results were presented in form of tables and path diagrams for the structural equation models. Service reliability was found to have a statistically significant influence on customer satisfaction (? =0.840, p-value= 0.027). The study found that there was a variation of levels of customer satisfaction across entities but this was not attributed to service reliability. The conclusion made was that service reliability significantly influenced customer satisfaction in the insurance industry in Kenya at the customer level but did not significantly influence the variations of customer satisfaction between the insurance companies
Relationship between empathy dimension and customer satisfaction in the insurance industry in Kenya
Get PDFThe Insurance industry is essential to the economic course of every nation attaining sustainable growth and prosperity. However, the industry continues to experience a marginal growth of 2.5% compared to the global real term growth of 4%. This study analyzed the relationship between employee empathy and customer satisfaction in the Kenyan insurance industry. The study was guided by the causal research design. The study applied the linear mixed-effect models of structural equation modeling (SEM) considering the multi-level structure of the data collected. The study concluded that a client who perceives empathy from his/ her insurer’s employees is bound to have higher satisfaction than a customer who does not perceive empathy from their insurer. Employee empathy however, does not significantly affect the variations of customer satisfaction between the insurance companies
Going Beyond Counting First Authors in Author Co-citation Analysis
Get PDFThe present study examines one of the fundamental aspects of author co-citation analysis (ACA) - the way co-citation
counts are defined. Co-citation counting provides the data on which all subsequent statistical analyses and mappings
are based, and we compare ACA results based on two different types of co-citation counting - the traditional type that
only counts the first one among a cited work's authors on the one hand and a non-traditional type that takes into
account the first 5 authors of a cited work on the other hand. Results indicate that the picture produced through this non-traditional author co-citation counting contains more coherent author groups and is therefore considerably clearer. However, this picture represents fewer specialties in the research field being studied than that produced through the traditional first-author co-citation counting when the same number of top-ranked authors is selected and analyzed. Reasons for these effects are discussed
Variations on the Author
Get PDF“Variations on the Author” discusses two of Eduardo Coutinho’s recent films (Um Dia na Vida, from 2010, and Últimas Conversas, posthumously released in 2015) and their contribution to the general question of documentary authorship. The director’s filmography is characterized by a consistent yet self-effacing form of authorial self-inscription: Coutinho often features as an interviewer that rather than express opinions propels discourses; an interviewer that is good at listening. This mode of self-inscription characterizes him as an author who is not expressive but who is nonetheless markedly present on the screen. In Um Dia na Vida, however, Coutinho is completely absent form the image, while Últimas Conversas, on the contrary, includes a confessional prologue that moves the director from the margins to the center of his films. This article examines the ways in which these works stand out in the filmography of a director who offers new insights into the notion of cinematic authorship
Appropriate Similarity Measures for Author Cocitation Analysis
Get PDFWe provide a number of new insights into the methodological discussion about author cocitation analysis. We first argue that the use of the Pearson correlation for measuring the similarity between authors’ cocitation profiles is not very satisfactory. We then discuss what kind of similarity measures may be used as an alternative to the Pearson correlation. We consider three similarity measures in particular. One is the well-known cosine. The other two similarity measures have not been used before in the bibliometric literature. Finally, we show by means of an example that our findings have a high practical relevance.information science;Pearson correlation;cosine;similarity measure;author cocitation analysis
Dispelling the Myths Behind First-author Citation Counts
Get PDFWe conducted a full-scale evaluative citation analysis study of scholars in the XML research field to explore just how different from each other author rankings resulting from different citation counting methods actually are, and to demonstrate the capability of emerging data and tools on the Web in supporting more realistic citation counting methods. Our results contest some common arguments for the continued
use of first-author citation counts in the evaluation of scholars, such as high correlations between author rankings by first-author citation counts and other citation
counting methods, and high costs of using more realistic citation counting methods that are not well-supported by the ISI databases. It is argued that increasingly available digital full text research papers make it possible for citation analysis studies to go beyond what the ISI databases have directly supported and to employ more
sophisticated methods
koamabayili/VECTRON-author-checklist: VECTRON author checklist
No full textWe have done our best to complete the author checklist relating to the use of animals in the hut study. Note that the objective for the hut study was to evaluate the IRS treatment applications for residual efficacy against Anopheles mosquitoes, including the local An. coluzzii mosquito population. Cows were only used to attract mosquitoes into the huts and no tests were carried out directly on the cows. The author checklist is intended for use with studies where experiments are carried out on animals, which is why we have had such difficulty in completing this for the hut study, as many of the questions do not relate to how the cows were used
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