Perceptions Of Services Research Articles

ИЗУЧЕНИЕ ВОСПРИЯТИЯ ЗАИНТЕРЕСОВАННЫХ СТОРОН КАК ОПОСРЕДУЮЩЕГО ФАКТОРА ПРИ ОЦЕНКЕ ЭФФЕКТИВНОСТИ ЭЛЕКТРОННЫХ СЕРВИСОВ ДЛЯ ПРЕДОСТАВЛЕНИЯ ГОСУДАРСТВЕННЫХ УСЛУГ

This study reveals stakeholders' perceptions regarding electronic services in two local government cities, evaluates their impacts, and identifies existing opportunities and challenges. As a result, respondents indicated they are satisfied with the quality, responsiveness, accessibility, information disclosure, stakeholder perceptions, and effectiveness of electronic services. However, when the perception as an intermediary is considered, this factor gives meaning to the effectiveness of e-services. These findings provide valuable insights by offering an in-depth understanding of the factors influencing decision-making processes, social interactions, and the dynamics underlying the relationships between various stakeholders in the context studied. Local governments as providers of public services cannot be satisfied with just evaluating from one internal perspective; the perceptions of external stakeholders, including citizens, business actors, and community organizations, must be a key element in measuring the success and effectiveness of the services provided. In countries where local cultural attitudes are still very strong, the community's cultural values play a significant role in shaping the interactions and relationships between citizens and the local government. These values ​​influence people's perceptions of government policies and services and determine their trust, participation, and support for government initiatives and programs launched.

Gap analysis of service quality and associated factors at the oncology center of Tikur Anbessa Specialized Hospital, Addis Ababa, Ethiopia, 2022: a cross-sectional study

ObjectiveTo measure the gap between expectations of patients with cancer for oncology services and their perceptions of the actual service and to identify associated factors at the oncology centre of...

Perceptions of Mental Health in the LGBTQ+ Student Community: Needs, Barriers, and Access

In 2020, the COVID-19 pandemic devasted health outcomes and economies globally. As a result, many suffered financial hardships, childcare challenges, and poor mental health due to the pandemic’s negative effects. Young people were particularly affected by the pandemic as it pertained to education, social isolation, and access to essential resources and services. Additionally, the U.S. experienced a rise in anti-LGBTQ+ proposals and laws were introduced or passed in various states across the country, particularly in the South. LGBTQ+ youth and young adults are more likely to experience and report poor mental health compared to their straight counterparts. As a result, my two research collaborators (Dr. Gayle Beck and Phillis Lewis) and I proposed to examine the perceptions of mental health services, access, and availability among the LGBTQ+ student community and LGBTQ+ identifying faculty and staff on the University of Memphis campus. As a result of the pending or enacted anti-LGBTQ+ legislation and the effects of the pandemic, a needs assessment was conducted. Three methodological approaches were used to capture student, faculty, and staff insights; an online survey, focus groups, and interviews. The results of the needs assessment suggest that efforts could be used to improve access and reduce barriers for LGBTQ+ students on campus to improve overall mental health by facilitating the provision of counseling services, improving the campus atmosphere for students via training, and supporting LGBTQ mental health on campus.

Sustainable Mangrove Ecotourism Performance in Aceh Jaya: Potential and Competitiveness Analysis

This study aimed to analyse potential and competitiveness of sustainable mangroves in Aceh Jaya region as an alternative tourism destination. The ecotourism potential was identified from the existing onsite biodiversity, while the competitiveness level was investigated by distributing a questionnaire to 100 visitors asked about their perceptions of attraction, accessibility, ancillary services, amenities and activities regarding the mangrove site. A qualitative descriptive analysis was used to investigate the ecotourism potential and the competitiveness level was evaluated by scoring the competitiveness attributes on a 1- to 4-point scale where 1.00-1.74 (very low); 1.75-2.49 (low); 2.50–3.24 (high); and 3.25-4.00 (very high). The results on the biodiversity assessment showed that there are six species of mangrove vegetations were detected at this site, including Rhizopora mucronata, Rhizopora apiculata, Rhizopora stylosa, Bruguiera cylindrical, Bruguiera gymnorhiza, and Nypah fruticans. In this ecosystem, the existence of crocodiles in captivity and specific aquatic wildlife (i.e., Cerithidea sp.) was also observed. Regarding the competitiveness level, the highest performance score was the mangrove “attraction” (scored 3.29), followed by “amenities” (scored 3.06) and “ancillary services” (scored 2.99), whereas the others were scored with the lowest performance attributes. To increase competitiveness, it is necessary to improve transportation and public facilities at mangrove ecotourism location.

Utilization and perceptions of language assistance services by medical trainees: a pathway to language certification.

Access to language assistance is a patient's right under federal law. Despite this, underuse of language services persists. The aim of this study was to explore the interest in obtaining bilingual certification and to describe perspectives on language services by resident physicians. Between May and August 2021, we conducted a cross-sectional survey of residents at a public, urban hospital serving mostly patients with limited English proficiency (LEP). We assessed resident perspectives on language services, exposure to language-related trainings, non-English language (NEL) skills, and interest in bilingual certification. A total of 214 residents of 289 completed the survey (a 74% response rate). Of the 95 residents who used their NEL for patient care, 65 (68%) would be interested in bilingual certification. Sixty-nine (33%), 65 (31%), and 95 (45%) residents disagreed or strongly disagreed with being satisfied with the language services available, convenience, and sufficient equipment, respectively. Furthermore, 28 (13%) disagreed or strongly disagreed that they could achieve bi-directional communication with LEP patients. Over a quarter of the residents expressed interest in bilingual certification and were likely to pass the certification exam. Many reported using their own NEL skills without certification and held negative views on services and trainings.

Looking at Tuberculosis Through the Lens of the Vulnerable Population in Parañaque City

This study aimed to support Tuberculosis (TB) advocacy and demand generation initiatives by documenting the experiences of selected population groups in Parañaque City, Philippines. It explored vulnerable populations' perspectives on tuberculosis, health promotion activities, challenges in maintaining health, and access points to health services and information. Through focus group discussions and key informant interviews, 22 elderly individuals, 18 tricycle drivers, 12 barangay health workers, and two public health nurses participated in the study. The findings highlighted various aspects of TB knowledge and awareness, including identification, risk factors, lifestyle, and treatment. The themes that emerged around understanding TB identification included perceived susceptibility, misconceptions, and treatment approaches. Participants' experiences underscored access to information and services, health-seeking behavior, and emotional responses regarding TB. Challenges identified included household situations, perceived stigma, and discrimination, shedding light on community attitudes. Varying perceptions of healthcare services were noted, with some valuing free services at health centers while others found access challenging. The study also underscores the importance of community TB knowledge, tailored healthcare, stigma reduction, and ensuring access to health programs, particularly for vulnerable groups. Advocacy recommendations include maximizing community-based information sharing through training, developing tailored health education approaches, and enhancing health literacy materials. Furthermore, advocating for flexible healthcare service delivery options, stigma reduction activities, and increased community engagement efforts are crucial. These measures are vital for effective TB control and improving overall community wellbeing, particularly in addressing the unique needs of vulnerable populations.

User Satisfaction with Primary Health Care Rehabilitation Services in a South African Metropolitan District.

Rehabilitation services are critical to improve health outcomes, particularly at community level within primary healthcare settings. As groups with an interest in the health system, rehabilitation service users' and caregivers' involvement in various aspects of health system strengthening is important for healthcare planning and evaluation. This study aimed to explore rehabilitation service users' perceptions of the rehabilitation services and their effect on their functioning in the Johannesburg Metropolitan District. A qualitative study was conducted using purposive sampling of participants attending rehabilitation at nine provincially funded clinics. Semi-structured interviews were conducted, and data were analysed using reflexive thematic analysis. The findings revealed the theme of happy with rehabilitation services and five associated categories, namely (1) service provider actions, (2) service organisation, (3) service user actions, (4) service access, and (5) service outcomes. The participants expressed overall satisfaction with their experiences of rehabilitation services, highlighting the importance of effective communication, patient-centred care, strong therapeutic relationships, and active patient engagement to achieve positive outcomes. This study provides the evidence for maintaining and extending rehabilitation at the PHC level in support of the health policy changes proposed for South Africa.

Perception of INFLIBNET Activities and Services among Research Scholars of Science Stream of Kurukshetra University, Kurukshetra

Perception of INFLIBNET Activities and Services among Research Scholars of Science Stream of Kurukshetra University, Kurukshetra

The Perception of Stakeholders on the Forest Ecosystem Services: National Parks in China and Canada

The stakeholders’ perceptions of forest ecosystem services (FESs) vary among different stakeholder groups. This study, using China’s Shennongjia National Park Pilot (SNP) and Canada’s Banff National Park (BNP) as case studies, identifies and evaluates the preference characteristics of key stakeholders (including farmers, individual operators, government officials, and tourists) toward various FESs. We utilized Q-methodology and semistructured interviews to conduct a sorting of 23 Q-statements regarding FESs, across 7 categories (ranging from −3 to +3), with 24 Q-participants. Stakeholders’ preferences toward FESs were categorized into 3 common perspectives: tourism and culture, production and livelihood, and ecological conservation. Different types of stakeholders hold both consensus and divergence regarding their views on FESs. For instance, there was strong consensus on services related to “natural ecotourism and biodiversity conservation”, while stakeholders expressed strong opposition regarding services related to “forest protection”. Furthermore, stakeholders elucidated the reasons behind their preferences for different types of FESs. Overall, our study indicates that besides considering the services provided by forests themselves, policymakers also need to pay attention to the preferences and divergences in needs among stakeholders of national parks. This ensures a more comprehensive fulfillment of diverse societal needs and facilitates the formulation of more effective policies to promote the sustainable management and conservation of national parks.

Gender-Based Service Quality Evaluation of Multimodal Public Transportation in DKI Jakarta

In DKI Jakarta, despite the extensive infrastructure development, there has been a significant decline in the usage of public transportation. This can be attributed to the inadequate quality of the services provided. Various studies have highlighted the significance of evaluating the quality of service in public transportation to ensure passenger satisfaction and attract new users. However, there is no agreement on the most effective methodology and suitable indicators for conducting such analyses. In addition, there is a growing recognition of the importance of promoting gender equality in multimodal public transportation (MMPT) and understanding gender differences and perceptions of MMPT services. A case study was carried out in DKI Jakarta, the capital of Indonesia, to analyse the influential indicators of the quality of MMPT. The analysis used the Importance Performance Analysis (IPA) combined with the Tarrant and Smith procedure. These indicators greatly impact the perception of MMPT services for both genders. Safety against crimes, facilities for disabled people, pregnant women, and senior citizens, announcements in the required language, clarity in travel-related information, and availability of seats inside vehicles are the most influential indicators of the quality of the services. However, there are significant differences in how women and men perceive the importance and performance of indicators related to seating availability, coordination between transport operators, and passenger information.

ECONOMIC IMPACT OF COMMUTERS AND DRIVERS’ PERCEPTION OF MINIBUS (KOROPE) AS A MEANS OF PUBLIC TRANSPORTATION IN OSOGBO, OSUN STATE, NIGERIA

The Osogbo metropolitan has seen several transportation-related problems due to its dense population, limited road space, land-use characteristics, absence of mass transit, poorly executed development plans, and encroachments on private property. The specific objectives are to identify the socioeconomic characteristics of the participants in Osogbo, Osun state; investigate commuters' and drivers' perceptions of Korope transport services in Osogbo, Nigeria; and evaluate the function of Korope transport services in the study area concerning public transportation. Data was gathered using a structured survey design questionnaire. The purposive sampling method was employed. In Osogbo, Osun state, Nigeria, commuters, passengers, and Korope transport operators and owners make up the study's population. However, 1,500 of those commuters, passengers, and Korope transport operators reside in Osogbo, Osun state, Nigeria. The study's sample frame consists of passengers in Osogbo, Osun state, Nigeria, as well as Korope transport providers and owners. A sample of 177 respondents was chosen at random. Both inferential and descriptive statistics were used in the data analysis. The findings show that the F test yields asymptotic significance values of 0.000 (less than p value of 0.05) and 54.534 (more than the tabulated f-value of 2.32). Consequently, the null hypothesis is disproved and the alternative is approved. There is evidence to support the effects of connectivity, affordability, dependability, accessibility, and ease of use on intraurban mobility in Osogbo. Korope, or minibuses, are a crucial component of Osogbo, Osun State's public transportation network. Despite their increased security and overall quality, minibuses as a mode of transportation nevertheless have several obvious drawbacks. However, the report recommended that stricter safety regulations be implemented and upheld for minibuses. Frequent car inspections, driver education programs, strict adherence to speed limits and other traffic rules should all be part of these laws.

Shrub encroachment and stakeholder perceptions of rangeland ecosystem services: balancing conservation and management?

Shrub encroachment and stakeholder perceptions of rangeland ecosystem services: balancing conservation and management?

Community perceptions of public library services in rural communities in Edo State

This study evaluates the effectiveness of public library services in promoting community development in Edo State, Nigeria. Utilizing a quantitative survey approach, the research assesses key areas including resource utilization, facility adequacy, staffing levels, infrastructure, and the availability of materials for personal and community development. Analysis of the data collected from the Ulemon community members across different age groups highlight significant challenges such as inadequate resources, insufficient staffing, and gaps in the provision of essential information for community development, while the facilities and infrastructure were found to be in a good state that is well above average, but not in an excellent state. The findings underscore the need for a comprehensive strategy to enhance library services, aligning with Sustainable Development Goal 4, Target 4.6. This study recommends adopting sustainable community engagement with Strategic actions. By implementing the recommendations, public libraries in Edo State can significantly improve their role in fostering lifelong learning and community development, and this transformation will contribute to broader social, economic, and environmental benefits, positioning libraries as vital components of sustainable community development in the region.

Optimizing Telehealth for Diabetes Management in the Deep South of the United States: Qualitative Study of Barriers and Facilitators on the Patient and Clinician Journey.

The Deep South of the United States, and Louisiana in particular, bears a greater burden of obesity, diabetes, and heart disease compared with other regions in the United States. Throughout the COVID-19 pandemic, there has been a substantial increase in telehealth visits for diabetes management to protect the safety of patients. Although there have been significant advancements in telehealth and chronic disease management, little is known about patient and provider perspectives on the challenges and benefits of telehealth visits among people living with diabetes and providers who care for patients with diabetes in Louisiana. This study aimed to explore barriers, facilitators, challenges, and benefits to telehealth for patients with diabetes and health care providers as they transitioned from in-person to remote care during the early COVID-19 pandemic to understand potential optimization. A total of 24 semistructured qualitative interviews were conducted with 18 patients living with diabetes and 6 clinicians who served patients with diabetes to explore their experiences and perceptions of telehealth services for diabetes care. Approximately half of the participants identified as Black or African American, half as White, and 75% as female. Interviews were recorded, transcribed, and coded by experienced qualitative researchers using inductive and deductive techniques. A narrative, descriptive approach to the patient and clinician journey framed the study, including the development of internal journey maps, and reflexive thematic analysis was applied to the transcripts, with special attention to barriers and facilitators. In total, 5 themes illustrated barriers and facilitators for participants: convenience, safety, and comfort are the benefits of telehealth for patients and clinicians; yet telehealth and in-person visits are valued differently; the convenience of telehealth may have a downside; technology acts as a double-edged sword; and managing expectations and efficiency of the visit experience was an important factor. Individual experiences varied in relation to several factors, including comfort level and access to technology, health system protocols for providing telemedicine, and level of diabetes control among patients. Recommendations for optimization include providing support to help guide and inform patients about what to expect and how to prepare for telehealth visits as well as allowing clinicians to schedule telehealth and in-person visits during discrete blocks of time to improve efficiency. Further research should address how hybrid models of telehealth and in-person care may differentially impact health outcomes for patients with diabetes, particularly for people with multiple chronic conditions in settings where access to technology and connectivity is not optimal.

Users’ perception of re-designed library resources and services in IIM Lucknow

Users’ perception of re-designed library resources and services in IIM Lucknow

Perceived needs and recommendations on adolescent pregnancy-related services in the Philippines.

Adolescent pregnancy remains to be a significant social and public health problem in the Philippines, despite the widespread implementation of a comprehensive sexual and reproductive health (SRH) law. The current study explored the perceptions on teenage pregnancy and adolescent-oriented services across different views of stakeholders. Twelve focus group discussions involving sets of teenage boys and girls, teenage mothers, and parents of the teenage mothers were conducted. Data analysis using a descriptive qualitative approach adopting both inductive and deductive thematic analysis was implemented on the gathered data. Four main themes emerged from the focus groups. First, discussants expressed community perceptions, emphasizing factors perceived to contribute to the occurrence of teenage pregnancy cases. Second, the adolescents expressed the coping responses they used or have observed in others to cope with teenage pregnancy, while the teenage mothers and their parents highlighted their immediate feelings toward the event. Last, the participants verbalized their perceptions of community services including criticisms and suggestions to improve the delivery of these services. The findings underscore the importance of stratifying and customizing the delivery of adolescent services as well as the possibility of expanding the content and coverage of community actions. This study also suggests that there is a need to create local ordinances that are culturally specific based on the Republic Act 10354 or the Responsible Parenthood and Reproductive Health Act of 2012. These ordinances must be coupled with other programs on reproductive health including training of personnel, ensuring the availability of resources, and reframing service delivery to the needs of adolescents. Further research is needed to explore variability of perceptions across contexts and cultures and the need for more appropriate service delivery models, thus contributing to a better understanding of teenage pregnancy and more tangible impact toward its reduction.

Perception and reasons for the choice of informal provider among women receiving antenatal care services from traditional birth attendants in rural communities of Lagos state, Nigeria.

Unskilled delivery, particularly the use of traditional birth attendants, is a major threat to reducing maternal mortality in Africa. Despite the associated risks, there is insufficient evidence on the major reasons why pregnant women in Nigeria continue to use traditional birth attendant (TBA) services, especially in rural areas. This study, therefore, assessed the perception, reasons for use, and utilization of only TBA services in current pregnancy among rural-dwelling pregnant women in Lagos, Nigeria. A descriptive cross-sectional study was conducted among 347 pregnant women recruited from traditional birth attendant facilities at Ikorodu Local Government Area, Lagos. Data were collected with an interviewer-administered questionnaire and analyzed using SPSS version 25. Bivariate and multivariate analyses were conducted with a significance level set at p<0.05. The outcome measures included perception, utilization of only TBA services in current pregnancy, and reasons for use. Positive perception refers to positive thought, belief, or opinion held by the participants towards the TBA. All the respondents had a positive perception of TBAs, majority (70.3%) utilized TBA only while 29.7% combined TBA and healthcare facilities services in the current pregnancy. Recommendations from previous users (81.6%), welcoming and hospitable staff (77.2%), perceived spiritual protection (75.2%), and past use (68.6%), were some of the reasons cited by the respondents for utilizing only TBA services. Predictors of utilizing only TBA services were respondents' level of education, those with secondary (aOR = 0.261; 95% CI; 0.108-0.629) and tertiary (aOR = 0.352; 95% CI; 0.162-0.769) had lower utilization while the lack of health insurance coverage (aOR = 3.017; 95% CI; 1.476-6.166) were associated with higher utilization of TBAs. Respondents in this study had a positive perception of TBA services. Continuous training and an effective monitoring system of TBAs by the government and other healthcare stakeholders to improve women's birthing experiences is recommended.

Young people with migration experience and their (non) encounters with Swedish sexual and reproductive health services and information: an explorative study.

Although a growing body of literature has focused on the experience of young people with migration experience with Swedish sexual and reproductive health (SRH) services, there is a lack of deep qualitative exploration. The study aims to explore the encounters of young people with migration experience with SRH services and their understandings of factors that affect their use of these services. The findings of this study were drawn from 18 interviews conducted between October 2021 and May 2023 in Southern Sweden. A combination of convenient and snowball sampling strategies was used. Participants included in the study self-identified as Middle Eastern, migrated to Sweden, and were aged between 17 and 26. Data were analyzed using reflexive thematic analysis approach.Three themes were generated during the analysis. The first SRH services: dual perceptions and experiences shows how participants had ambivalent perceptions of SRH services, mainly the youth clinic. Some perceived the youth clinic as a stigmatized place associated with shame and SRH concerns like unwanted pregnancy and sexually transmitted infections, while others viewed the youth clinic as a safe space. The negative perceptions along with the difficulties with accessing the youth clinic contributed to low service use. The second Sexuality education: an eye-opener or a joke? reflects participants’ both positive and negative experiences and attitudes when receiving sexuality education in schools. The third SRH information: beyond formal services and education captures participants’ ways of accessing SRH information that go beyond information provided at the traditional SRH services and sexuality education in schools. These sources include the family, friends, and the internet. The study points to the need for multicomponent strategies to improve the accessibility of SRH services and draws attention to the importance of challenging norms related to Swedishness in sexuality education to foster the engagement of youth with migration experience and ensure their sexual citizenship.

Service quality of e-hailing taxi services in Johannesburg

The study examines the service quality dimensions of e-hailing taxi services for passenger flow in Johannesburg. The objective is to determine the major service quality characteristics that affect customer satisfaction for using e-hailing taxis in Johannesburg. Questionnaires were randomly distributed to 499 e-hailing taxi users in Johannesburg. This study identified and tested service quality dimensions relevant to passengers’ desire for a transport service. The study added safety and affordability to the traditional five service quality factors for analysis. The data collected were subjected to exploratory factor analysis (EFA) and regression. EFA identified reliability, tangibility, safety, and empathy as the major service quality factors for e-hailing taxis in Johannesburg. It was found that these variables significantly affect customer satisfaction with e-hailing taxi services in Johannesburg. A change in reliability will contribute about 19% to customers’ perception of e-hailing taxi services, 28% for tangibility, 15% for safety and 19% for empathy, respectively. The study indicates the importance of safety as a major service quality dimension of public transportation. It implies that e-hailing taxi operators need to pay attention to passengers’ safety with vigilance and appropriate safety measures.

ИЗУЧЕНИЕ АСПЕКТОВ ПОТРЕБИТЕЛЬСКОЙ УДОВЛЕТВОРЁННОСТИ КАЧЕСТВОМ ОНЛАЙН-СЕРВИСОВ ЗАКАЗА ТОВАРОВ АПТЕЧНОГО АССОРТИМЕНТА

The current level of development of pharmaceutical care allows consumers to buy pharmacy products remotely. Online services that provide this service (Internet pharmacies) have gained popularity both abroad and in Russia. In order to fully analyze the quality of their activities and identify opportunities for development, it is necessary to assess the consumers' perception of such services. The objective of the study was to assess customer satisfaction and loyalty of online pharmacy ordering services, as well as the availability of such services for different socio-demographic groups. The main method of the study was a questionnaire survey conducted among 424 residents of Moscow and the Moscow region, which allowed us to assess their expectations and real perceptions in the context of a number of aspects of using online pharmacies with the subsequent identification of factors that reduce the satisfaction of respondents. The following quality criteria were evaluated: interface usability, design aesthetics, order fulfillment aspects, availability and completeness of product information, and availability of pharmaceutical counseling. In addition, the Net Promoter Score and the Customer Effort Score were measured. According to most of the proposed quality criteria, the satisfaction of residents of Moscow and the Moscow region with online services for ordering pharmacy products is high. Negative values of quality coefficients for two items require paying attention to the aspects of order fulfillment, as well as the presence of remote pharmaceutical counseling services in online pharmacies. In addition, it was found that less than half (33.7%) of respondents trust information about medicines on the websites of pharmacy product ordering services.