Technological innovations have allowed the development of a new application of digital mammography, Contrast-enhanced spectral mammography (CESM). This method, which helps in the fight against breast cancer detects breast lesions and provides morphological and functional information that was previously only obtained through Breast Magnetic Resonance Imaging (BMRI). The Santarém District Hospital (SDH) was a pioneer in the implementation of CESM in Portugal, an examination that is already routine in health units internationally. A Case Study in the SDH was prepared in order to assess the technical added value and the factors that influence user satisfaction related to the CESM and compared to the BMRI to 124 CESM users. It is concluded that the CESM is a useful tool, which allows a quick, reliable, and satisfactory diagnosis by its users. It was also found that there aren’t studies in Portugal related to patient satisfaction in CESM exams.

This research has proposed raising the various meanings of endomarketing a derived rather than traditional marketing, it has evolved to promote internal communication between management, employees and their componentelements of internal marketing management, where the object of study analysis approaches to identify the behavioral elements that comprise the internal marketing in its functionality, in observation of their perception of the influence of internal marketing management strategy and perceptual changes reflected in the commitment of the effectiveness of internal marketing towards the enhancement of human capital revealed from the perspective of employees on organizational climate and culture organization, motivation, satisfaction and commitment, these characteristics acclimated in the organization in question.

The purpose of this article is to identify which dimensions of online convenience affect consumers’ intention of using online shopping and explore a conceptual model to measuring consumer perceptions of online shopping convenience in order to surpass the shortcomings of previous studies that did not examine the consequences of convenience shopping experience. A sample of 250 Portuguese young individuals participate in the empirical study. Confirmatory Factor Analysis (CFA) and a covariance-based Structural Equation Model (CB-SEM) were used to validate the measurement model and to test the relationships in the model. The results reveal that Possession, Transaction, and Evaluation are the dimensions with more influence in online shopping convenience. The outcomes of this study extend previous works on online convenience and help to understand which factors drive online satisfaction and enhance behavioral intentions and e-WOM. Contributions to the body of knowledge and the implications for e-commerce retailers are presented. In face of the findings, retailers should be conscious that customer expectations of online convenience have increased as a natural response to the service innovations introduced by website managers and marketers. Therefore, frequent monitoring of consumers’ perceptions and expectations about online convenience is a prerequisite for achieving continuous improvement in rendering highly convenient online service.

Purpose – The purpose of this paper is to identify the effects of students’ satisfaction with services on quality of academic life (QAL), formed by cognitive and affective components; and to assess the mediating effect of QOL components (cognitive and affective) on students’ loyalty and recommendation. Design/methodology/approach – Based on 726 respondent students from public higher education institutions (HEIs) in Portugal, this paper uses a partial least squares approach to analyze the impact of satisfaction on emotions and students’ QAL and to assess whether emotions influence recommendation and loyalty. Findings – The results reveal that satisfaction influences both cognitive and affective components of QAL. The cognitive component has a positive and significant influence on recommendation and loyalty whilst the affective component has no significant effect. Practical implications – The results obtained here provide implications for future action to be taken by HEI managers, in order to increase efficiency in the allocation and management of scarce resources. Therefore, when incorporating these results in decision-making processes, attention should be paid to the importance of the influence of satisfaction on QAL’s cognitive and affective components, stressing the importance of the cognitive components associated with learning experiences that play an important role in students’ future decisions in terms of loyalty and recommendation, which, in turn, are pillars of HEI sustainability. Originality/value – The present study contributes to the literature on HEI management by assessing the influence of satisfaction on two components of QAL separately: cognitive components and affective components. In addition, the causality relationships are analyzed, assessing the emotional nexus, in order to deepen knowledge about the role played by both affective and cognitive components in students’ loyalty and recommendation, which need to be addressed and studied by carrying out new research.

This study seeks to identify the determinants of satisfaction and dissatisfaction in the use and adoption of software between users of software dedicated to qualitative research, including qualitative analysis. The starting point is to consider the software as a service to its users. Thus the software development should address the problems of users looking for your satisfaction. Do not just create the service, it should monitored and managed in the pursuit of continuous improvement of service.

Resumo O nosso estudo é composto por dois grandes objetivos, sendo eles, a tradução e a validação preliminar da Role Ambiguity Scale (Beauchamp, Bray, Eys e Carron, 2002) e o exame da relação entre a ambiguidade de papel e a satisfação. O modelo conceptual de ambiguidade de papel (Beauchamp et al., 2002) operacionaliza este conceito como um construto multidimensional composto por 20 itens distribuídos por quatro dimensões (extensão das responsabilidades, comportamentos necessários ao cumprimento de papel, avaliação de papel e consequências do não cumprimento do papel), manifestado em dois contextos: ofensivo e defensivo. Os resultados da validação preliminar não estão consistentes com o modelo original mostrando um contexto defensivo composto por 9 itens distribuídos por dois fatores e um contexto ofensivo constituídos por 11 itens distribuídos por três fatores, com valores de consistência interna aceitáveis. No segundo estudo participaram 232 atletas do sexo masculino praticantes de futebol no escalão juvenil e júnior. De acordo com Eys, Carron, Beauchamp & Bray (2003), a ambiguidade de papel está negativamente relacionada com a satisfação e os resultados do nosso estudo estão consistentes com a literatura consultada. Verificamos que o principal preditor da satisfação é a dimensão avaliação de papel no contexto ofensivo. No estudo três comparámos as manifestações da ambiguidade de papel e da satisfação nos escalões da amostra e verificámos haver diferenças significativas em quase todas as manifestações da ambiguidade de papel no contexto ofensivo e defensivo (exceto na dimensão comportamentos de papel no contexto ofensivo). Relativamente às manifestações da satisfação, estas apresentam diferenças significativas entre os escalões nas dimensões: prestação equipa e dedicação pessoal.

O objetivo principal deste trabalho foi a validação de um questionário de avaliação da Satisfação dos Alunos com o Docente e a Unidade Curricular, desenvolvido como alternativa de medida de um dos parâmetros da avaliação de desempenho docente, determinando as suas qualidades psicométricas iniciais, com recurso a uma análise fatorial exploratória e confirmatória. Participaram neste estudo, de forma anónima, 216 alunos dos cursos da ESDRM-IPS e o instrumento utilizado, desenvolvido especificamente para o efeito, é constituído por 3 fatores e 15 itens, aos quais se responde numa escala de Likert de 7 níveis. Os resultados principais revelaram qualidades psicométricas iniciais bastante promissoras, quer de validade do construto, quer de fiabilidade, embora a análise dos parâmetros individuais nos indique alguma redundância subjacente a determinados itens, o que nos sugere a hipótese de aglomeração dos mesmos. No entanto, podemos concluir que este questionário poderá ser utilizado com um elevado grau de confiança, na avaliação da satisfação dos alunos com os docentes e as unidades curriculares.- The main purpose of this study was to validate a questionnaire that evaluates students´ satisfaction with their teacher and with the curricular unit. This questionnaire was developed as an alternative measurement method of the teacher´s performance, determining his initial psychometric qualities, and using an exploratory and confirmatory factor analysis. 216 students of the ESDRM-IPS participated in this study, anonymously. The questionnaire, developed specifically for this purpose, included three factors and 15 items, where answers were given in a seven level Likert scale. The main results showed a very promising initial psychometric qualities, whether considering the construct validity or reliability scores, however the analysis of the individual parameters indicated some redundancy underlying certain items, which suggests the possibility of clustering. Nevertheless, we conclude that this questionnaire can be used with a high degree of confidence to measure students´ satisfaction with teachers and with the curricular units.

It is recognised the importance of fitness professionals’ intervention for fitness centres’ quality and participants’ satisfaction and retention. The objective of this article is to present several studies that show some particular aspects of pedagogical intervention which must be taken into account for participants’ satisfaction and retention, namely encouragement, instruction and pay attention to participants. Some implications for the practice of fitness professionals’ pedagogical intervention are presented.

Na área da psicologia de desporto, a liderança tem sido nos últimos anos, um dos temas mais abordados. Têm-se realizado inúmeros estudos, por parte de investigadores nacionais e internacionais, com praticantes de diferentes modalidades desportivas, inseridas em diferentes contextos culturo-sociais e diferentes níveis de prática. O objetivo do presente estudo recai sobre a vontade (e necessidade) de identificar e explorar os estilos de liderança dos treinadores de basquetebol em Portugal. Em paralelo pretende-se comparar a auto-perceção do estilo de liderança dos treinadores de basquetebol da Liga Profissional com a perceção e o estilo de liderança preferido dos atletas. Por fim é importante analisar também o nível de satisfação dos atletas que são no fundo os “principais atores” das performances desportivas. Os principais instrumentos da metodologia aplicada foram diferentes questionários de auto-perceção, perceção, preferência de estilos de liderança dos treinadores e questionários para avaliar a satisfação dos atletas. Os dados obtidos foram analisados através de diferentes características como por exemplo, o género dos treinador e dos atletas treinados, a experiencia do treinador, o nível de formação profissional, o caracter da competição... Participaram na investigação 129 treinadores e 114 atletas da Liga Professional de Basquetebol em Portugal (LPB). Para determinar se as diferenças entre os grupos foram significativas, foi utilizado o nível de significância de 0,05. Os resultados encontrados retrataram que os treinadores auto-percecionam que os seus estilos de liderança são mais baseados no reforço (média = 4,43) e treino-instrução (média = 4,31). Por outro lado mesmo sendo o comportamento autocrático menos preferido pelos atletas da LPB (média = 2,78), os treinadores ficam mais autocráticos consoante o aumento da sua experiencia ou mudando de escalões de formação para escalões sénior, e ainda mais caso estes trabalhem na LPB. Por fim quanto ao nível da satisfação, os resultados demostraram que, só o comportamento autocrático do treinador não está em correlação com nível de satisfação dos atletas, enquanto a perceção dos atletas sobre treino-instrução, suporte social, reforço e comportamento democrático do treinador influencia significativamente o nível de satisfação dos atletas.

The evaluation of the health services provided and their management, when carried out, is commonly done in an autonomous and non-integrated way. In this process it is fundamental that the experience lived by hospital users may be evaluated under different prisms, thus revealing itself as an additional contribution to the decision-making process in hospital management. The fact that decision-makers are unaware of user satisfaction with the health care provided hinders the desired continuous improvement in health care. Santarém District Hospital was a pioneer in Portugal in the introduction of the Single Act Consultation-SAC. SAC is performed in the hospital's High-Resolution Scheduled Outpatient Clinic where the patient is seen and diagnosed by a physician. If necessary complementary exams will be performed that allow a correct diagnosis after which the patient will return home with a treatment or therapeutic proposal. In this research, the information to be analysed was collected from a designed questionnaire structured for this purpose, addressed to 400 users between July to September 2019, containing an evaluation scale for the health services integrated in the SAC in 26 items related to 5 domains which the Importance-Performance Analysis (IPA) model in the decision-making process in hospital settings will be implemented. The questionnaire also includes questions that allow a sociodemographic characterisation of its users. A key issue in IPA is what values to be set as barriers for the P and I axes. In most cases, the value to be attributed to each of the barriers lacks statistical justification and is left to the subjectivity of the decision-maker. The absence of statistical methodology that supports the establishment of such barriers makes the predictive and discriminating power of IPA unfeasible. The pertinence of adopting robust criteria in the setting of barriers therefore becomes an imperative. This research aims to fill this gap by making IPA a more robust and valuable tool, particularly for hospital decision-makers to maximize user satisfaction in the SAC. To this end, the authors propose the adoption of the logistic regression model to help determine IPA barriers, whose cut-off threshold will be guided by the maximization of the discriminant power assessed either by the area under the Receiver Operating Characteristic (ROC) curve or by the adoption of Cohen's k, Somers' correlation and Matteus coefficients. The logistic regression model will have as response variable a new gold standard that allows for a correct classification of the attributes under analysis and as predictors the attributes referring to the five domains with regard to Performance and Importance. In addition to the sociodemographic characterization of the SAC users, the results of this research point to the maintenance and prioritization of the quality of care provided. This methodology proved to be a valuable tool for decision making in hospital settings, leading to greater efficiency in the SAC, translated by the release of vacancies and reduction of the waiting list with increased levels of user satisfaction.