IMPACT OF CRM ON CUSTOMER SATISFACTION WITH REFERENCE TO PRIVATE SECTOR BANKS IN ERODE DISTRICT

After Privatization of Banking sector, the emergence of new banks and the intensity of competition among the banks has been drastically increased. Nevertheless, like olden days, banks are trying hard to source the new customers and to retain, satisfy the existing customer potential. This study was conducted to study whether CRM practice in Private banks impacts the level of customer satisfaction. For that purpose, studying the association between demographic prole of the respondent and level of satisfaction and analyzing the relationship between CRM dimensions and level of satisfaction were set as objectives. The researcher has collected 120 samples from the customers of HDFC and YES bank of Erode. The results of research analysis revealed that, CRM dimensions are positively correlated with customer satisfaction and it is required for the banks in several aspects.

AN ANALYSIS OF IMPACT OF COMPUTER BANKING SERVICES: A STUDY

The Online Banking Services are increasing day by day in the banking sector in India. In this paper aims to examine the Online Banking Services of the Banking Sectors in India. In this study used to collected data from primary and secondary sources which are collected from Bank Managers, Website and other sources. The Online Banking Services such as ATM-Automated Teller Machine, Personal Computer Banking, Phone Banking and Mobile Banking, Email Banking. The researcher concludes that through effective regulation, creating awareness of the Banking Customers.

Factores que cuantifican la percepción de calidad en el servicio al cliente en un restaurante mexicano / Factors that quantify the perception of quality in customer service in a Mexican restaurant

Resumen Una de las industrias más destacadas de la economía mexicana es la restaurantera. Su importancia, debido a su número de empresas, creación de empleos y emprendimientos, ha ocasionado que se genere un alto índice de competitividad. Esto provoca que se busquen estrategias para mejorar la calidad del servicio que ofrecen, con el propósito de retener y atraer clientes. El objetivo de este trabajo fue identificar los factores que conforman la percepción de la calidad en el servicio en un restaurante mexicano. Para ello, se utilizó el instrumento DINESERV, mediante un enfoque cuantitativo y un análisis factorial confirmatorio. Los resultados mostraron que el instrumento DINESERV es válido para restaurantes mexicanos. Asimismo, se detectaron los factores que integran el servicio al cliente, enfatizando los aspectos de tangibilidad, confiabilidad, respuesta y empatía. Características como personal competente y con experiencia, tener siempre presente los intereses del cliente y la apariencia de la vestimenta y limpieza del personal de servicio son elementos clave para que el restaurante genere mayor satisfacción en sus clientes.

Abstract One of the most prominent industries in the Mexican economy is the restaurant industry. Its importance, due to the number of companies, job creation and business ventures, has caused a high competitiveness index to be generated. This causes the search of strategies to be sought to improve the quality of the service they offer, in order to retain and attract customers. The objective of this work was to identify the factors that comprise service quality perception in a Mexican restaurant. For that purpose, we employed the DINESERV instrument, through a quantitative approach and a confirmatory factor analysis. Results showed that the DINESERV instrument is valid for Mexican restaurants. Likewise, the factors that make up customer service were identified, emphasizing the aspects such as tangibility, reliability, response and empathy. Factors such as competent and experienced staff, always keeping in mind the interests of the client, the appearance of the service personnel´s clothing and cleanliness are key elements for the restaurant to generate greater satisfaction in its customers.

La relación entre la calidad en el servicio, satisfacción del cliente y lealtad del cliente: un estudio de caso de una empresa comercial en México / The relationship between service quality, customer satisfaction, and customer loyalty: A case study of a trading company in Mexico

Resumen La calidad en el servicio se considera una alternativa para que las empresas puedan obtener una ventaja competitiva y sostenible en un entorno económico globalizado. Las pequeñas y medianas empresas deben ofrecer una mayor calidad en el servicio que las empresas grandes, y así obtener la preferencia de los clientes. El objetivo de este estudio fue identificar la relación entre la variable calidad en el servicio y las variables satisfacción del cliente y lealtad del cliente. Se utilizó el coeficiente de correlación de Spearman y un método estadístico basado en análisis factorial exploratorio que apunta a extraer la varianza máxima del conjunto de datos dentro de cada factor. Los resultados permitieron observar una correlación altamente significativa, positiva y fuerte de la variable de calidad en el servicio con satisfacción del cliente (r = 0.820) y lealtad del cliente (r = 0.803). Un hallazgo importante también fue la asociación entre la dimensión aspectos tangibles con las variables satisfacción del cliente (r = 0.910) y lealtad del cliente (r = 0.919). Por otro lado, en el análisis factorial, a través de la varianza total explicada, se observó que el autovalor es superior a 1 en los cinco primeros casos, donde el porcentaje de la varianza alcanza un valor máximo de 54.886 % en su primer factor. Entonces, con cinco factores se consigue explicar un 73.713 % de la varianza de todos los datos originales. El estudio presentó la limitación de su aplicación en solo una empresa. Se confirmó que a través de una mejor atención y servicio al cliente, la calidad en el servicio constituye una excelente herramienta para la rentabilidad y sostenibilidad de la empresa.

Abstract Service quality is considered an alternative for companies to obtain a competitive and sustainable advantage in a globalized economic environment. Small and medium-sized enterprises must offer a higher quality of service than large companies, and thus obtain customer preference. The objective of this study was to identify the relationship between service quality variable and the customer satisfaction and customer loyalty variables. Spearman's correlation coefficient was used, and a statistical method based on exploratory factor analysis, aiming to extract the maximum variance of the data set within each factor. The results allowed observing a highly significant, positive, and strong correlation, with values of r = 0.820 and r = 0.803, between the variables of service quality, customer satisfaction, and customer loyalty. An important finding was the association between the tangible aspects dimension with the customer satisfaction and customer loyalty variables, with values of r = 0.910 and r = 0.919, respectively. On the other hand, in the factor analysis, through the explained total variance, it was observed that the eigenvalue is greater than 1 in the first five cases, where the percentage of the variance reaches a maximum value of 54.886 % in its first factor. Then, with five factors, 73.713 % of the variance of all the original data is explained. The study presented the limitation of its application in only one company. It was confirmed that, through better customer care and service, service quality constitutes an excellent tool for the profitability and sustainability of the organization.

Influence of Ordering Kiosk Nutrition Information Transparency and Information Quality on the Customer Behavioral Intention in Fast Food Restaurants

This study examined the perception and behavior of fast food restaurant customers toward ordering kiosk nutrition information. Specifically, the influence of nutrition information transparency and information quality on behavioral intention and revisit intention were identified. In addition, the difference in the nutrition information transparency and information quality was analyzed according to the health consciousness of the customers. The study employed a self-administered survey that was distributed both online and offline from November 8~22, 2018. The sample of the study was customers who had experienced ordering from the kiosk in a fast food restaurant in the six months prior to taking the survey. A total of 250 (98.0%) respondents completed the survey, which was used for data analysis. As a result, there was a significant relation between transparency and nutrition information quality (P<0.001). The higher the visibility and inferability of the nutrition information, the better the nutrition information quality. Nutrition information quality has a significant impact on the levels of customer satisfaction and revisit intention (P<0.001). For the differences in the transparency and nutrition information quality by health consciousness of customers, the results indicated that groups with high health consciousness (3.74 or higher) perceived a higher transparency and nutritional information quality than those with a lower health consciousness. These findings can form the basis of a strategy in developing nutrition information of ordering kiosks in restaurants. In addition, it can be applied to academia and industry.

Los pacientes también son clientes / Patients are clients too

El propósito de este artículo es señalar que los pacientes también son clientes y que en realidad las decisiones las toman basadas en factores emocionales y no en los fríos y lógicos datos provenientes de los diagnósticos que hacen los Odontólogos. Cosas como el trato, servicio excepcional al paciente-cliente, conseguirán más la aceptación de tratamiento, que la pericia clínica (AU)

The purpose of this article is to point out that patients are clients also, and that in reality they take their decisions based on emotional factors and not on the cold and logical facts resulting from the diagnosis made by Dentists. Things such as exceptional service, patient-customer service will achieve more treatment acceptance than the clinical skills (AU)

Políticas de selección del personal y satisfacción del cliente en hospitales públicos del Ecuador / Personnel selection policies and customer satisfaction in ecuador public hospitals

La gestión hospitalaria es considerada como la forma de organizar y combinar los recursos con el fin de cumplir las políticas y objetivos institucionales de las diferentes entidades del sector de la salud. Particularmente la selección de personal en las instituciones hospitalarias públicas del Ecuador se encuentra normada por varias leyes que no contemplan de forma general la importancia de la satisfacción del cliente externo para esta actividad. El presente artículo tiene como objetivo valorar la relación entre el proceso de selección de personal y su influencia en la satisfacción del cliente externo de las instituciones hospitalarias públicas en el Ecuador(AU)

Hospital management is considered as the way to organize and combine resources in order to comply with the policies and institutional objectives of the different entities of the health sector. Particularly the selection of personnel in public hospitals in Ecuador is regulated by several laws that do not generally consider the importance of external customer satisfaction for this activity. The purpose of this article is to evaluate the relationship between the personnel selection process and its influence on the external customer satisfaction of public hospital institutions in Ecuador(AU)

Satisfacción del usuario por un trato digno en las Áreas de Terapia Ocupacional y Mecanoterapia del Centro de Rehabilitación y Educación Especial del Estado de Tabasco / User satisfaction for a dignified treatment in the areas of occupational therapy and mechanotherapy of the Rehabilitation and Special Education Center of the State of Tabasco

Resumen Introducción La satisfacción del paciente ha surgido como un resultado crítico de la atención; por ello, profundizar en la opinión de los usuarios, sus necesidades y expectativas desde la perspectiva de la calidad percibida es de gran importancia. Objetivo Determinar el nivel de satisfacción del usuario por un trato digno en las Áreas de Terapia Ocupacional y Mecanoterapia del Centro de Rehabilitación y Educación Especial del Estado de Tabasco. Material y métodos Se realizó un estudio observacional, analítico, transversal y prospectivo a pacientes que acudieron al Área de Mecanoterapia y Terapia Ocupacional del Centro de Rehabilitación y Educación Especial del Estado de Tabasco, en relación con la satisfacción y el trato digno recibido de los fisioterapeutas. El universo estuvo conformado por 280 pacientes; se optó por la fórmula para población finita por proporciones, obteniéndose una muestra de 122 usuarios; se implementó un cuestionario de 26 ítems. Se empleó la prueba ji-cuadrada (χ2) de Pearson, aceptándose una p ≤ 0.05. Resultados 81 eran mujeres (66.4%) y 41 hombres (33.6%), con edades de 36.3 ± 13.4 años. El 81.1% se sintió muy satisfecho con la atención recibida y un 76.2% con el tiempo de espera en las Áreas de Terapia Ocupacional y Mecanoterapia. Conclusión Los resultados fueron buenos, ya que 76.2% se encontraron satisfechos con el tiempo que esperaron para recibir la atención y un 81.1% con la atención recibida del fisioterapeuta; sólo el 69.7% consideró que el terapeuta le explicó en forma clara y entendible.

Abstract Introduction Patient satisfaction has emerged as a critical result of care; therefore, focusing on the opinion of users, their needs and expectations from the perspective of perceived quality is of great importance. Objective To determine the level of satisfaction of the user from a dignified treatment in the areas of occupational therapy and mechanotherapy of the Center of Rehabilitation and Special Education of the State of Tabasco. Material and methods An observational, analytical, cross-sectional and prospective study was carried out on patients who came to the area of mechanotherapy and occupational therapy at the Center for Rehabilitation and Special Education of the State of Tabasco, in relation to the satisfaction and dignified treatment received from physiotherapists. The universe consisted of 280 patients; the formula for finite population by proportions was chosen, obtaining a sample of 122 users; a questionnaire of 26 items was implemented. Pearson's chi-square (χ2) test was used, accepting a p ≤ 0.05. Results 81 were women (66.4%) and 41 were men (33.6%), with ages of 36.3 ± 13.4 years. 81.1% were very satisfied with the care received and 76.2% with the waiting time in the areas of Occupational Therapy and Mechanotherapy. Conclusion The results were good, as 76.2% were satisfied with the time they waited to receive care and 81.1% with the care received from the physiotherapist; only 69.7% considered that the therapist explained in a clear and understandable way.

Customer satisfaction survey of health management centers at Hangzhou public hospitals / 中华医院管理杂志

Objective To learn customer satisfaction for health management centers at public hospitals in Hangzhou. Methods From July to September 2015, 660 customers from the health management centers of 6 public hospitals in Hangzhou were randomly selected for questionnaire survey. The survey included their satisfaction for the technical attitude, service content design, waiting time, environment facilities, management regulations, and service charges. Univariate analysis was carried out on the satisfaction scores of customer demographics. Two-class logistic regression was used to analyze the factors affecting customer satisfaction. Results The average customer satisfaction score was 3. 62 ± 0. 55. Their satisfaction with technical attitude, service content design, environmental facilities and management regulations was higher. They were less satisfied with waiting time(3. 20 ± 0. 85) and service charge(3. 36 ± 0. 71). Conclusions Overall satisfaction of customers for such centers is high. In the future, we should further strengthen the information management and procedures of these centers, and link health management services with commercial insurance, for less economic burden on the people.

Medical Tourism In Georgia: Current Barriers And Recommendations

The aim of this study is to determine the effective factors that influence the development of medical tourism in Georgia. Qualitative and quantitative methods were used for research. Within the qualitative research the experts of medical tourism were interviewed. Within the qualitative research this study investigates medical tourists’ expectations and perceptions regarding healthcare services. Study tools were prepared on the basis of specially developed “Medical Outcomes Study, Patient Satisfaction Questionnaire” (MOS PSQ-III). The results reveal that policies and regulations, government support, costs, capacity problems, and the healthcare needs of the local community are the main barriers to the development of such tourism. Several strategies for lifting these barriers are suggested, such as new promotional activity policies, government action to encourage investment in the medical tourism market, and cooperative efforts by the hospitality sector and medical institutions to develop medical tourism products. This paper sheds light on a poorly researched field in the Georgian context. It provides directions for hospital managers to develop strategies which will meet patients’ expectations of service quality and increase their competitiveness in the health tourism market.

The Effects of Cognitive Rehabilitation on Patients with Post-stroke Depression in Long-term Care Facilities: A Before-and-after Comparison Trial / 日本プライマリ・ケア連合学会誌

Introduction: The purpose of this study was to examine the effects of cognitive rehabilitation for depression, cognitive function, ADL, and QOL in patients with post-stroke depression (PSD). In addition, we evaluated the effects of cognitive rehabilitation on customer satisfaction with long-term care facilities and rehabilitation.Methods: This study included 8 participants with PSD who were residents of a long-term care facility located in Ibaraki Prefecture, Japan. In addition to their ordinary rehabilitation (2 sessions per week, 20 minutes per session), participants underwent 36 sessions of cognitive rehabilitation (3 sessions per week, 20 minutes per session, for 12 weeks). Primary outcome measures: Depression severity was measured using the Geriatric Depression Scale (GDS), Zung Self Depression Scale (SDS), and the Depression Scale of the Japan Stroke Scale (JSS-D). Frontal lobe function was assessed using the Frontal Assessment Battery (FAB). Secondary outcome measures: QOL was assessed using SF-8. Customer Satisfaction with the rehabilitation was measured using the Customer Satisfaction Scale based on Need Satisfaction (CSSNS). Assessments were performed before and after the rehabilitation.Results: The severity scores of depression, frontal lobe function, and customer satisfaction with the rehabilitation all significantly improved after the cognitive rehabilitation sessions.Conclusions: The results obtained in this trial indicate that, for patients with PSD depressive symptoms, frontal lobe function, QOL, and rehabilitation customer satisfaction may be improved by the inclusion of cognitive rehabilitation sessions alongside regular rehabilitation.

Analysis of factors affecting customer satisfaction of HACCP applied restaurant in highway service area / 한국영양학회지

PURPOSE: The purposes of this study were to investigate food consumption practices and analyze factors that influence customer satisfaction of an HACCP applied restaurant in a highway service area. METHODS: A total of 207 customer responses were used for data analysis. Statistical analyses were conducted using the SPSS program (ver. 22.0) for χ²-test, Pearson correlation analysis, and multiple regression analysis. RESULTS: Reasons for visiting the highway area were using the restroom (86.0%), purchasing of meals or snacks (70.1%), taking a rest (58.5%), and shopping (3.4%) and selection attributes of food sold in the highway service area were food taste (48.8%), food safety (33.3%), and waiting time for meal (10.7%). According to the results of the survey, udon (66.2%) was the most preferred meal, followed by instant noodles (56.0%), kimbap (50.7%), pork cutlet (38.2%), and bibimbap (29.0%). In addition, coffee (73.4%) was the most preferred among snacks and beverages, followed by beverages (58.9%), walnut cake (53.1%), mineral water (52.2%), and hotbar (52.2%). Satisfaction evaluation scores of foods sold in the highway service area were highest for appropriate portion size, followed by food safety, menu variety, food taste, and reasonable price. Overall customer satisfaction scores regarding the restaurant in the highway service area was 3.24 out of 5 points on average. According to the results of the multiple regressing analysis, food taste (p < 0.001) and reasonable price (p < 0.01) had significant positive effects on overall customer satisfaction. CONCLUSION: To enhance customer satisfaction, restaurant managers in the highway service area should implement HACCP, improve food taste, and set up a proper price for food sold at the restaurant in the highway service area.

Kano Analysis of Patients’ Satisfaction at Community Pharmacy—Applying Good Old Practice to Current Problems of Society— / 社会薬学

Consumer satisfaction is an important parameter for assessing the quality of pharmacy. Whereas expectation for pharmacists has been increasing recently, misconception still exists. The Kano analysis is a customer-oriented quality measurement and quality improvement technique. Using this analysis, the aim of the study is to assess the patients’ satisfaction regarding the services provided by pharmacists based on basic needs, performance needs, and excitement needs. Community pharmacists will need to distinguish them to enhance patients’ satisfaction.

Case Study on Improvement of Hospital Foodservice by Introduction of FMEA Techniques: Focus on Food Delivery Service Quality and Customer Satisfaction

In this study, we attempted to improve hospital food delivery service quality and customer satisfaction by using FMEA (Failure Mode and Effect Analysis), which is applied to the quality control of products in manufacturing plants. Subjective food delivery service quality improvement was judged based on a 5-point likert scale. Traditional FMEA uses an RPN (Risk priority number) to evaluate the risk level of a component or process. The RPN index was determined by calculating the product of severity, occurrence, and detection indexes. In our results, total RPN value (P<0.01) significantly decreased after FMEA introduction, whereas customer satisfaction (P<0.001) and food delivery service quality (P<0.001) significantly increased. Specifically, foodservice errors (P<0.01) and loss cost (P<0.01) were significantly improved by FMEA introduction. Taken together, we suggest that FMEA reduces critical activities and errors in foodservice delivery caused by simple priority selection.

Exploratory Study on Customer-Oriented Service Contact Elements in Foodservice Industry

The purpose of this study was to provide preliminary data for competitive dominance in an institutional foodservice environment. Data were collected from 85 experts and practitioners on customer-oriented service contact elements and contact fields in the foodservice industry. PASW Statistics ver.18 and MS Excel were used for data analysis. From the pilot study, 67 service contact-elements were derived. Contribution rate analysis and frequency analysis in each contact field were performed in order to categorize four factors, including environment-oriented contact, product-oriented contact, service-oriented contact, and image-oriented contact fields. Thirty three contact elements were derived, and environment-oriented contact consisted of eight contact-elements (cleanliness of restaurant/kitchen, etc.), product-oriented contact consisted of twelve contact-elements (food taste, etc.), service-oriented contact consisted of seven contact-elements (service quality, etc.), and image-oriented contact consisted of six contact-elements (image/reputation, etc.). The results of study will be useful to develop an effective marketing program for competitive dominance in an competitive foodservice industry environment.

Calidad del servicio y satisfacción del usuario en el Centro de Salud Miguel Grau. Distrito Chaclacayo, 2013

El presente trabajo se desarrolló con el objetivo de establecer la relación que existe entre la calidad de servicio y la satisfacción del usuario del centro de salud "Miguel Grau" de Chaclacayo, en el a¤o 2013. En esa investigación se utilizóel diseño de investigación no experimental, transeccional y descriptivo correlacional. Para recopilar la información se usó el cuestionario de calidad de servicio (SERVQUAL) y el cuestionario de satisfacción del cliente externo. La muestra fue de 317 de clientes externos del Centro de Salud "Miguel Grau" de Chaclacayo. Se demostró con esta tesis que s¡ existe una relación directa y significativa entre la calidad del servicio y la satisfacción del usuario, de los usuarios del Centro de Salud "Miguel Grau" de Chaclacayo, 2013.

The present work was developed with the aim of establishing the relationship between service quality and user satisfaction of the health center "Miguel Grau" Chaclacayo, in 2013. In this research the research design was used not experimental, transactional and descriptive correlational. To gather information questionnaire quality of service (SERVQUAL) and the satisfaction questionnaire was used external user. The sample included 317 external users of the Health Centre "Miguel Grau" Chaclacayo. It was shown with this thesis that there exists a direct and significant relationship between service quality and user satisfaction of users of the Health Centre "Miguel Grau" Chaclacayo, 2013.

Escala para la calidad de los servicios y lealtad del consumidor en tiendas de alimentación / Scale for Service Quality and Customer Loyalty in Groceries

Actualmente el comercio local está amenazado por la competencia de las grandes superficies, siendo crucial apostar por la satisfacción y lealtad. El objetivo del estudio fue elaborar un instrumento para evaluar la satisfacción y la lealtad en tiendas de alimentación y estudiar la influencia de variables sociodemográficas. Se aplicó una entrevista personal compuesta por 36 ítems agrupados en seis dimensiones: trato-clientela, instalaciones, producto, servicios, fidelidad y valor añadido, a 712 participantes. Las puntuaciones globales fueron positivas y homogéneas, destacando las escalas de producto, lealtad y trato-clientela, y siendo este último el factor más explicativo de la satisfacción. Los hombres y el grupo de 21-35 años presentan una menor satisfacción. Tres escalas se asocian positivamente con la escala de lealtad.

Local trade is currently under the threat of competition from department stores; thus, it is crucial to concentrate on satisfaction and loyalty. To develop an instrument to evaluate satisfaction and loyalty in delicatessens and to study the influence of socio-demographic variables on these aspects. A personal interview was applied that was composed of 36 items grouped into six dimensions: treatment of costumers, facilities, product, services, loyalty and value added, conducted with 712 participants. Positive and homogenous overall scores were obtained, specially product, loyalty and handling of customer scales, the latter being the most explicative factor of satisfaction. Men and the 21-35 year age group show low satisfaction. Three scales are positively associated with the loyalty scale.

Customer’s Satisfaction For ATM Services In Bihar, India.

This paper attempts to find out the satisfaction level of customers in ATM services in Bihar. For this purpose primary data was collected from 100 respondents of different bank ATM users of Bihar. Data was tested for normality and reliability and then analysed to meet the objectives.

Customer Satisfaction Survey With Clinical Laboratory and Phlebotomy Services at a Tertiary Care Unit Level

We performed customer satisfaction surveys for physicians and nurses regarding clinical laboratory services, and for outpatients who used phlebotomy services at a tertiary care unit level to evaluate our clinical laboratory and phlebotomy services. Thus, we wish to share our experiences with the customer satisfaction survey for clinical laboratory and phlebotomy services. Board members of our laboratory designed a study procedure and study population, and developed two types of questionnaire. A satisfaction survey for clinical laboratory services was conducted with 370 physicians and 125 nurses by using an online or paper questionnaire. The satisfaction survey for phlebotomy services was performed with 347 outpatients who received phlebotomy services by using computer-aided interviews. Mean satisfaction scores of physicians and nurses was 58.1, while outpatients' satisfaction score was 70.5. We identified several dissatisfactions with our clinical laboratory and phlebotomy services. First, physicians and nurses were most dissatisfied with the specimen collection and delivery process. Second, physicians and nurses were dissatisfied with phlebotomy services. Third, molecular genetic and cytogenetic tests were found more expensive than other tests. This study is significant in that it describes the first reference survey that offers a survey procedure and questionnaire to assess customer satisfaction with clinical laboratory and phlebotomy services at a tertiary care unit level.

Factors related to customer satisfaction with rehabilitation in geriatric facilities / 日本プライマリ・ケア連合学会誌

<b>Objective</b> : It is not known whether residents in geriatric facilities are satisfied with the rehabilitation they receive. The purpose of this study was to investigate the relationship between their satisfaction with facility services and their satisfaction with the rehabilitation they receive in geriatric facilities. An additional aim was to identify the factors related to customer satisfaction with rehabilitation.<br><b>Methods</b> : One hundred residents in 19 geriatric facilities participated in this study. After obtaining informed consent from the residents, we conducted semi-structured interviews which included scales for facility services satisfaction, customer satisfaction with rehabilitation, and the Geriatric Depression Scale (GDS). The characteristics and conditions of the residents were investigated by interviewing the facilities' staff. For statistical analysis, we used Spearman's, rank correlation test, and multiple regression analysis.<br><b>Results</b> : Sixty-seven percent of the subjects were women, and the mean age (±SD) was 78.2±10.4 years. Multiple regression analysis revealed that the total customer satisfaction with rehabilitation score was associated with facility service satisfaction (β=0.232, p<0.05). Significant associations were also observed with “female”(β=0.198, p<0.05), “support counselors” (β=0.269, p<0.01), and “GDS” score (β=-0.291, P< 0.01). Customer satisfaction with rehabilitation was associated with “age” (β=-0.296, p<0.01), “BI” (β=0.261, p<0.01), “satisfaction with rehabilitation time” (β=0.254, p<0.01), “satisfaction with the training environment” (β=0.206, p<0.05), “toilet training” (β=0.210, p<0.05), “bathing training” (β=-0.252, p<0.01), and “GDS” score (β=-0.258, p<0.01).<br><b>Conclusion</b> : Customer satisfaction with rehabilitation was significantly associated with facility service satisfaction in geriatric facilities.<br>These data suggest that rehabilitation is an important service in geriatric facilities, and supplying a sufficient number of hours of rehabilitation and having adequate facilities for rehabilitation were important for improving satisfaction with rehabilitation services in geriatric facilities.