Citizen Satisfaction Research Articles

Pengaruh kinerja pegawai terhadap kepuasan warga binaan pemasyarakatan di Lembaga Pemasyarakatan Kelas IIA Tanjung Pinang

Penitentiary is a public institution that plays an important role in carrying out state duties in terms of correctional and inmate development. However, in its implementation, the government apparatus, especially within the Penitentiary, is still ineffective and efficient, and there are still many problems that have not been resolved, such as the results of Hamzah's interview with former prisoners in Tanjungpinang Class IIA Prison. The purpose of the study was to determine whether there is an influence between employee performance and the satisfaction of correctional assisted citizens. The approach used in this study is a Quantitative approach, using Kumorotomo's theory, namely: efficiency, effectiveness, fairness, and responsiveness, and indicators from PERMENPAN No. 14 of 2017. The study population was correctional assisted citizens who received services at the Tanjungpinang Class IIA Correctional Office with a total of 520 people. The number of samples taken was 81 people, based on the calculation of the slovin formula with a tolerable margin of error of 10%. The results showed that none of the services had any influence on the independent variable and the dependent variable, with the value of F calculated = 0.213 with a significance level of 0.645 > 0.05 so that Ho was acceptable and H1 was rejected

Exploring the direct and indirect relationships between policing and citizen satisfaction in South Korea

PurposeThe author explored the direct and indirect relationships between policing and citizen satisfaction, considering both the policing and neighborhood context at the regional level.Design/methodology/approachThe author conducted regression and path analysis based on the combined data of 190 local governments from the Korean National Police Agency, the Korean Crime Victim Survey and Statistics Korea.FindingsPatrol officers, a public safety budget, criminal arrests and perceived safety were positively associated with citizen satisfaction, whereas drinking rate was negatively associated with citizen satisfaction. The arrest rate partially mediated the relationship between the public safety budget and citizen satisfaction. In addition, the relationship between drinking rate and citizen satisfaction with police was partially mediated by perceived safety.Practical implicationsPolice and local governments should enhance citizen satisfaction by improving poor indicators of policing and neighborhood context and by considering the dynamics between factors.Originality/valueStudies analyzing the mediating effects on citizen satisfaction with police are still lacking.

Satisfaction with Media Information about Renewable Energy Investments

The strong influence of the media could be leveraged for increasing investments in renewable energy sources (RES), which, in turn, assist the transition to a low-carbon energy system that aligns with renewable energy targets. However, it is not known whether media information facilitates citizens interested in investing. Hence, the aim of this study is to support the decision-making of citizens by improving media information about renewable energy investments. Specific objectives are to measure citizen satisfaction with media information about RES investments and to detect the areas that require immediate attention. To that end, 1536 Greek citizens recruited with simple random sampling were administered structured questionnaires and, to analyze citizen satisfaction, multiple criteria satisfaction analysis was applied. According to results, citizens were not satisfied with media information about RES investments, while the lowest satisfaction was recorded for information about available subsidies for RES investments, as well as changes in the institutional framework. This finding has potentially important implications as inadequate information about investments may prevent interested citizens from investing. Given that investment schemes undergo constant changes and that journalists may not be experts in investments, it is recommended to tailor information to citizens’ understanding and that academics and experts provide the media with simplified information material about RES investments.

Descriptive and Symbolic: The Connection Between Political Representation and Citizen Satisfaction with Municipal Public Services

While theories of local democracy mark political representation as highly important in determining the quality and perception of public services, little has been done to explore the empirical connection. This represents a lacuna in our understanding of how representation affects citizen wellbeing and how citizens determine their satisfaction with public services. We focus on descriptive and symbolic dimensions of representation to elucidate how representation influences citizens’, and minority citizens’ in particular, experience with public services. Utilizing a survey of residents of Haifa, Israel, our findings imply that beyond the descriptive makeup of municipal elected bodies, symbolic dimensions of representation might be even more important for understanding citizen satisfaction. Symbolic representation may impact satisfaction directly and through its contribution to other feelings about government. These findings expand understandings of the importance of diversity in political representation, determinants of satisfaction and how dynamics of good governance contribute to citizens’ experiences.

Testing of Medico-Sociological Toolkit for Evaluation of Quality of Organization and Affordability of Dental Orthopedic Care

INTRODUCTION: The issues of accessibility, quality of organization and satisfaction of Russian citizens with dental orthopedic care (DOC) are insufficiently studied and covered in the literature, which increases the relevance of the topic of our study Scientific Substantiation of Criteria and Pa-rameters of Accessibility and Quality of Organization of Dental Orthopedic Care. For this study, a medico-sociological toolkit is tested, which presents a questionnaire of 36 questions developed by the authors for evaluation of the quality of organization of DOC and of its affordability for the population.
 AIM: To test the medico-sociological toolkit by evaluating the filling out of the questionnaire by patients.
 MATERIALS AND METHODS: The questionnaire was developed on the basis of ethical and de-ontological principles with taking into account the quality management standards (ISO 9001:2015). In a comparative analysis and evaluation of affordability of DOC, the level of family income of patients was expressed in relative parameters minimum living wages. The pilot study was conducted on the basis of an enlarged dental clinic with surveying 41 patients who received DOC.
 RESULTS: Filling out of the questionnaire by patients of a dental clinic was evaluated in part of the study of affordability and the study of satisfaction with the quality of DOC organization 7 and 12 questions, respectively. Positive results of testing of the medico-sociological toolkit are presented.
 CONCLUSION: In the course of the pilot study, the Questionnaire was tested, no primary cor-rections were required. The algorithm of processing and analysis of the primary materials of the planned medico-sociological study was determined.

How Do Citizens View Digital Government Services? Study on Digital Government Service Quality Based on Citizen Feedback

Research on government service quality can help ensure the success of digital government services and has been the focus of numerous studies that proposed different frameworks and approaches. Most of the existing studies are based on traditional researcher-led methods, which struggle to capture the needs of citizens. In this paper, a citizen-feedback-based analysis framework was proposed to explore citizen demands and analyze the service quality of digital government. Citizen feedback data are a direct expression of citizens’ demands, so the citizen-feedback-based framework can help to obtain more targeted management insights and improve citizen satisfaction. Efficient machine learning methods used in the framework make data collection and processing more efficient, especially for large-scale internet data. With the crawled user feedback data from the Q&A e-government portal of Luzhou, Sichuan Province, China, we conducted experiments on the proposed framework to verify its feasibility. From citizens’ online feedback on Q&A services, we extracted five service quality factors: efficiency, quality, attitude, compliance, and execution of response. The analysis of five service quality factors provides some management insights, which can provide a guide for improvements in Q&A services.

Factors Affecting Accessible Tourism – A Case of Pilgrimage Destinations in Andhra Pradesh

Every tourism attraction ought to provide a sense of safety and accessibility for visitors. The UNWTO's 2016 motto and vision statement, "Tourism for everyone," states that an accessible tourism component must be a part of every country's tourist policy. The issue suggests that approximately 16% of the Indian population has a disability, so the governments should implement the essential measures for accessible tourist development. The over-60 age demographic is expanding at a greater rate than any other age group due to rising life expectancy and falling birth rates. The current research endeavors to ascertain the elements that influence the travel habits of the elderly and those with disabilities who travel to the temples in Andhra Pradesh as pilgrims. The statistics also indicate that 5.8% of Andhra Pradesh's population is comprised of people with disabilities. In order to examine the factors and satisfaction level of senior citizens and physically challenged tourists, the study employs a structural equation modelling (SEM) analysis. For the current study from the four behavior factors, the standardized regression weight is highest for means of transport, revealed that it is most influential factor determine the satisfaction of senior citizens and physically challenged tourists.

EVALUATION OF CITIZENS' SATISFACTION WITH THE QUALITY OF PUBLIC ADMINISTRATIVE SERVICES IN THE MEKONG DELTA, VIETNAM

Citizen satisfaction is one of the essential factors reflecting the quality of public administrative services provided by state administrative agencies. The study aims to assess citizens' satisfaction with the quality of public administrative services in the Mekong Delta, Vietnam. Research data were collected from survey results using questionnaires from 792 survey samples in the Mekong Delta, Vietnam. Research results have shown that citizens are satisfied with the quality of public administrative services in the Mekong Delta, Vietnam. At the same time, there are six factors affecting citizens' satisfaction with the quality of public administrative services, including (1) Reliability; (2) Service capacity of staff; (3) Service attitude of staff; (4) The service level of staff; (5) Infrastructure; (6) Administrative procedures. Research results show no difference in citizen satisfaction in gender, age and education groups. Besides, the survey area group has a difference in citizen satisfaction. The research results have theoretical and practical significance for public administration in Vietnam. From the research results, several contents are discussed and proposed to improve citizens' satisfaction with the quality of public administrative services in the Mekong Delta, Vietnam.

Citizen Satisfaction and Influential Factors of E-Government Services During the COVID-19 Crisis: A Turkish Case Study

Citizen Satisfaction and Influential Factors of E-Government Services During the COVID-19 Crisis: A Turkish Case Study

Design strategies for Citizen Strategic Orientation

ABSTRACT This paper discusses the Public Service Logic (PSL) concept, which suggests that public services should be viewed as ‘services’ with a focus on participation and value. Citizen engagement is essential to achieving a citizen strategic orientation in public service organizations (PSOs), but challenges are associated with it. We argue that the design theory can help overcome these challenges by emphasizing empathy and co-creation with stakeholders to generate new and creative solutions. The study methodology involves a mixed-method analysis, including a survey to identify a public service with low citizen satisfaction and qualitative analysis based on design strategies. The findings suggest that design strategies for citizen strategic orientation can lead to the convergence of different perceptions and the development of service design ideas and solutions that meet stakeholder interests

Faktor-Faktor Determinan Pemanfaatan E-Government oleh Masyarakat di Kota Probolinggo

E-government implementation can facilitate public participation in terms of information disclosure, public services, as well as complaints and aspirations in formulating policies to achieve good governance. So it is necessary to analyze the determinant factors of e-government usage by citizens in th etechnical and social aspects. This research was conducted in the Probolinggo City, Indonesia as one of the cities that has implemented e-government system in public administration. This study uses evaluation models that integrates information system factors from the DeLone McLean model, social capital factors, and digital literacy factors. Data was collected through distributing questionnaires to respondents who have participated electronically with a sample of 210 people. This study uses quantitative methods with analytical techniques using Structural Equation Modeling - Partial Least Square (SEM-PLS). The results of this study indicate the influence of information system factors, social capital factors and digital literacy factors on use of e-government. As well as measuring the effect of citizen satisfaction and perceived usefullness on the continuance intention to use and recommend it. These results can be a new insight in implementing citizen-centered e-government to realize good governance

Citizen satisfaction with the police and college-based informal social controls: An unexpected finding

PurposeLaw enforcement enforcers depend heavily upon favorable citizen satisfaction with the police in order to effectively perform their job. While numerous studies have researched antecedents to public satisfaction with the police, to date, few have examined whether variation in this outcome is the result of college-based informal social controls. MethodsQuestionnaire data were collected in digital format from a convenience sample of college students (N = 1480) enrolled in a mid-size university located in the southeastern United States. ResultsA series of linear regression equations found how attachment and involvement positively predicted citizen satisfaction. Unexpectedly though, and contrary to original hypotheses, both beliefs and commitment shared negative correlations with our outcome of interest. ConclusionsTo ease tensions between the police and young adult community, police officers are encouraged to engage in community outreach programs with this population.

Service Quality Delivery of Benadir Local Government in Somalia

Purpose: In today’s competitive and rapidly moving world, local governments lose so many citizens because of the poor quality of public services they provide for these products, because of the quality and/or lack of products and the lack of ability to provide quality service. The purpose of this study is to examine the service quality delivery of the Benadir local government in Somalia. Theoretical framework: This research studied the degree service quality delivery offered of the Benadir local government in Somalia. Service quality has been defined as a difference between customers' service perception and expectations. Methodology: To achieve the objectives of this study, data was collected through online questionnaire from a sample of 354 major customers of the Benadir local government in Mogadishu-Somalia. These respondents were selected using convenient random sampling method. The data collected from the online questionnaire were analyzed using Descriptive Statistical tools such as compute, percentage, mean, and standard deviation. Findings: The results of this study indicate that the three out five dimensions of level quality service delivery (reliability, responsiveness, and assurance) have slightly positive satisfied and except two elements empathy and tangibility have negative satisfied with customers' expectations and perception. Furthermore, customers were most a little satisfied with the three dimensions of service quality delivery by the Benadir local administration in Mogadishu-Somalia. On the contrary, customers were negative satisfied with tangibility and empathy dimensions of service quality. Research limitation/ implication: The researcher forwards some recommendations for the Benadir local government in Somalia. In order to improve the level of citizen satisfaction in terms of quality service delivery offered by the Benadir local government in Somalia, the Benadir local government should come up with policies and programs that prioritize the level of citizen satisfaction and should develop and contribute the level client expectation and perception of dimensions quality service delivery by the Benadir local government in Somalia, the Benadir local government should make the information easily obtainable and can get prompt service delivery by the citizens, therefore, the study recommends that a strategy should be put in place to gain these benefit. The limitations faced by the study included time constraints and limited resources taken to complete the study. Originality/Value: This investigation differs from previous explores as it examines the influence of level service quality delivery in Benadir local government on outcomes and operations in particular. Furthermore, this study is specifically based on the Benadir Regional Government.

Quality of service and citizen satisfaction in a Lima district municipality

In the context of a district municipality in Lima in 2023, quality of care and citizen satisfaction are vital areas of study to understand the effectiveness of local government policies. This research approach dives into assessing how public services, municipal administration, and citizen interactions intertwine to influence the overall perception of inhabitants regarding the quality of services received. Exploring citizen satisfaction involves analyzing how different initiatives, programs and local government management impact residents' daily lives, well-being and trust in institutions. This study seeks to identify factors that influence the perception of quality of care, addressing the effectiveness of implemented policies and their alignment with the expectations and needs of the community, thus contributing to the continuous improvement of municipal services and the citizen experience

Social media, quality of democracy, and citizen satisfaction with democracy in central and eastern Europe

ABSTRACT The last decade has been tumultuous for democracy in Central and Eastern Europe (CEE). While the beginning of the 21st century saw many post-communist countries in the region democratize and become full members of the European Union, the last 10 years have been wrought with stagnation and democratic backsliding. By the 2020s, some of the strongest democratizers in the region had experienced significant issues. This study attempts to answer two questions related to whether social media users’ satisfaction with democracy relies on a country’s quality of democracy. The first question explores this relationship in the overall context of democracy, while the second examines the relationship with democratic backsliding. The findings show that social media use correlates with higher satisfaction with democracy when their country’s democracy is more robust. Furthermore, as backsliding occurs, social media use is correlated with lower satisfaction with democracy.

Is citizen satisfaction affected by the equivalent framing effect? A study based on situations involving poor government performance

Although numerous studies have confirmed the existence and possible limitations of the equivalent framing effect in performance information evaluation, few studies have examined the conditions under which this framing effect works or does not work. This paper explores the equivalent framing effect of citizen satisfaction in the case of poor government performance by using two investigation experiments, and examines the boundary conditions of this effect in terms of performance information sources and trust in government. The results show that citizen satisfaction is higher when performance information is framed positively, rather than negatively. The findings demonstrate that the equivalent framing effect of citizen satisfaction is moderated by performance information sources and trust in government. This result indicates that equivalent framing effect has a certain fragility, showing heterogeneity with different sources of performance information and different levels of public trust in the government. Points for practitioners Truthfully reporting poor performance is the basic requirement for local governments. This study reminds government staff that, on the one hand, low performance is not a scourge, and small changes in poor performance reports may significantly change citizen satisfaction. On the other hand, it is not a panacea to improve citizen satisfaction simply by changing the presentation of performance information. The government should make more efforts to improve the public's confidence in performance information and the government.

Citizens' Satisfaction With Non-Cash Food Assistance

This observation will analyze the level of community satisfaction with non-cash food assistance for social services in the Cibinong District area, Bogor Regency, West Java. Since the March 2020 Pandemic, the government through the Social Service has collaborated with banks (Association of State Banks) to distribute non-cash food assistance (BPNT). Assistance is channeled by distributing electronic cards such as red and white special ATMs to prosperous families from the bank to underprivileged residents who have been registered in the Bogor Regency Social Service data. Then the card is exchanged for necessities (nine staples), namely: 10 kg of rice, 1 kg of eggs, 1 chicken meat, 0.5 kg of vegetables/fruit, and 250 grams of green beans, exchanged for e-Warung which has been provided by the Social Service Bogor Regency. Data collection through questionnaires and observation of e-Warung 40 respondents was taken based on a purposive random sampling technique. The data was analyzed through validity and reliability tests, as well as a hypothesis test in measuring the level of satisfaction of residents with BPNT through e-Warung in Cibinong. The results of the study provide clues that several dimensions of the level of satisfaction that affect the distribution of current BPNT in the Cibinong sub-district, namely: Accuracy in implementation, there are 6 precise aspects: Target, quantity, price, time, quality, and administration. There are two kinds of measurements of Family Welfare Nationally, namely, Measurements by the Central Bureau of Statistics and Measurements carried out by the National Family Planning Coordinating Board, with concerning e-Warung, measurements based on population, health, consumption patterns, and employment. The conclusion is that the level of citizen satisfaction with BPNT has a very positive effect. The results of the study stated that citizen satisfaction increased by 24% on the accuracy of providing assistance and satisfaction increased by 27% on e-Warung performance.

Examining the Well-being of Citizens' Satisfaction: Comparing smart cities in Malaysia and China

In the digital era, smart cities are a potential solution as cities get more crowded and complex. This study investigates and assesses whether citizens' well-being is promoted by developing a smart city, consistent with Sustainable Development Goals 3 and 11. Online questionnaires were distributed to 105 and 134 citizens residing in Malaysia and China's smart cities respectively. Data was analysed using a structural equation modelling technique (SEM). This research supports the theoretical underpinnings of how smart cities are considered to be developed and the importance of citizen satisfaction as a mediator when evaluating citizens' well-being.

Building Citizen Satisfaction Towards E-Government Services: A Conceptual Framework

In the context of government services, user satisfaction becomes the determinant of its success. This study aims to develop and examine a model for determining citizen satisfaction with e-government services using the technology acceptance model (TAM) and trust theory. Specifically, we look at the role of perceived e-service which consists of core services, facilitating services, and supporting services in influencing perceived usefulness and trust in e-government. We also see how trust in e-government affects perceived usefulness and citizen satisfaction. Finally, we examine perceived usefulness regarding its influence on citizen satisfaction. This study is carried out on citizens who are obliged to pay and report taxes (taxpayers) through the online platform of Directorate General of Taxes (DJP Online) in South Sumatera Province, Indonesia, as many as 240 respondents. The data is collected online by distributing questionnaires through Google Forms. The data obtained is then analyzed using Structural Equation Modeling with Partial Least Square (SEM-PLS). The findings of this study indicate that perceived e-service which consists of core services, facilitating services, and supporting services has a positive influence on perceived usefulness and trust in e-government, while trust in e-government affects perceived usefulness and citizen satisfaction. Finally, this study confirms that citizen satisfaction is influenced by perceived usefulness.

Citizen Satisfaction with Renewable Energy Investments: A Multi-Criteria Satisfaction Analysis

To reap the potential of renewable energy investments, many states of the European Union have been enacting policies to attract investments from various actors including citizens. Citizen satisfaction with investments has not been examined so far and, consequently, it is unknown whether the implemented policies are correct. Due to its ability to reveal weaknesses that affect satisfaction, satisfaction analysis may serve as a policy decision making tool, while a higher level of citizen satisfaction may build trustful relationships between citizens and governments and enhance citizen acceptance of renewable energy development plans. The aim of this study was to investigate citizen satisfaction with the state’s actions to facilitate investments in renewable energy sources and to detect the weaknesses of the current investment environment. A representative nationwide citizen sample (n = 1536) was recruited in a country of the European Union (Greece) and the MUlticriteria Satisfaction Analysis (MUSA) method analyzed eight criteria related to RES investments. The analysis indicated a low level of citizen satisfaction, while the most prominent weaknesses involved the licensing process and the policies for mitigating fossil fuel monopolies and improving the competitiveness of renewables. Results from this study point to strategic steps that could address weak policy areas that contribute to low citizen satisfaction.