Perceptions Of Service Users Research Articles

Overview Of Services And Perceptions Of Crossing Service Users At Dumai - Cape Ship Track In Riau Province

Crossing transportation is one of the transportation media connecting areas that cannot be reached by land routes, because there is no adequate land route to pass.Adequate facilities and infrastructure will be able to facilitate the flow of goods and services as well as human mobility. One of them is the ferry transportation that connects Kota Dumai and Regency Bengkalis (Rupat). The aims of this study were to determine whether the transportation service above KMP. Mountain Muria and KMP. Swarna Dharma has complied with the applicable regulations, how is the perception and satisfaction of service users towards passenger service at KMP. Mountain Muria and KMP. Swarna Dharma as well as knowing what efforts must be made to improve transportation services in accordance with applicable regulations. The data was obtained by observing and identifying problems, using primary and secondary data approaches, primary data in the form of observation and calculation methods, while secondary data in the form of literary and institutional methods. In analyzing the data used validity and reliability test analysis using SPSS 24, analysis of the number of research samples and analysis using the Importance Performance Analysis method. The results obtained in this study KMP. Mountain Muria and KMP. Swarna Dharma has not been able to meet the minimum service standards to service users with applicable regulations.

Analisis Kualitas Pelayanan PT Kereta Api Divre Ii Sumbar Rute Padang – Pariaman

This study aims to analyze the effect of service quality on community satisfaction of users of the West Sumatra Divre 2 Railroad service on the Padang - Pariaman route. Can be seen from the 5 service quality indicators, namely 1) tangible 2) reliability 3) responsive 4) assurance 5) Empathy. This type of research is a descriptive study using a quantitative approach that uses primary data as research data and was obtained from a questionnaire filled out by the community users of the West Sumatra Divre 2 Railroad service, specifically the Padang - Pariaman route. The sample of this research is 100 people or users of the Railroad service. The sampling technique used is probability sampling using accidental sampling method. The data analysis technique used is descriptive analysis and GAP analysis (gap or difference between perception and expectations) using Cartesian diagrams. The results of the analysis show that the five indicators of service quality in PT KeretaApiDivre 2 West Sumatra - Padang route Pariaman are in both categories in terms of perception and expectations of service users. Providers of the results of the analysis with the importance of matrix performance and Cartesian diagrams of all indicators in the table of recipient or service user satisfaction index. The results showed that the quality of service at PT KeretaApiDivre 2 West Sumatra route Padang - Pariaman has provided good service to the people who use Railroad services. Therefore, it is suggested to PT KeretaApi to continue to improve the quality of service to the community of Train users.

Perceptions of users and providers on barriers to utilizing skilled birth care in Surkhet district of Nepal: a qualitative study

Background: Although skilled birth care contributes significantly to the prevention of maternal and newborn morbidity and mortality, utilization of such care is poor in mid- and far-western Nepal. This study explored the perceptions of service users and providers regarding barriers to skilled birth care. Method: We conducted 24 focus group discussions, 12 each with service users and service providers from different health institutions in mid- and far-western Nepal. All discussions examined the perceptions and experiences of service users and providers regarding barriers to skilled birth care and explored possible solutions to overcoming such barriers.Results: Our results determined that major barriers to skilled birth care include inadequate knowledge of the importance of services offered by skilled birth attendants (SBAs), distance to health facilities, unavailability of transport services, and poor availability of SBAs. Other barriers included poor infrastructure, meager services, inadequate information about services/facilities, cultural practices and beliefs, and low prioritization of birth care. Moreover, the tradition of isolating women during and after childbirth decreased the likelihood that women would utilize delivery care services at health facilities.Conclusions: Service users and providers perceived inadequate availability and accessibility of skilled birth care in remote areas of Nepal, and overall utilization of these services was poor. Therefore, training and recruiting locally available health workers, helping community groups establish transport mechanisms, upgrading physical facilities and services at health institutions, and increasing community awareness of the importance of skilled birth care will help bridge these gaps.

Service User and Service Provider Perceptions of Enablers and Barriers for Refugee and Asylum-Seeking Women Accessing and Engaging with Perinatal Mental Health Care Services in the WHO European Region: A Scoping Review Protocol.

There is a need to understand the specific perinatal mental health care needs of migrant subgroups who often have differing health care needs and specific barriers to accessing and engaging with health care services. It is important to have evidence about the WHO European context given the rising numbers of refugees and asylum seekers in the region. The aim of this scoping review is to map the factors that enable and prevent access and engagement of refugee and asylum-seeking women with perinatal mental health care services in the WHO European Region, from the perspectives of service providers and service users. The database search will include PsycINFO, Cochrane, Web of Science, MEDLINE, EMBASE, CINAHL complete, Scopus, Academic Search Complete, and Maternity and Infant Care (OVID). Search results will be exported to an online tool that provides a platform to help manage the review process, including title, abstract, and full-text screening and voting by reviewers independently. Data concerning access and engagement with health care services will be mapped on to the candidacy framework. Systematically searching evidence within the WHO European region and examining this evidence through the candidacy lens will help develop a more comprehensive and a deeper conceptual understanding of the barriers and levers of access and engagement with perinatal mental health care services, whilst identifying gaps in existing evidence. Exploring factors that influence access and engagement for refugee and asylum-seeking women from the perspective of key stakeholders in the service provision and/or service utilisation of perinatal mental health care services will add a more comprehensive understanding of the recursive relationship between service provision and use.

Bribing for Public Service: What Drives the Service Users?

ABSTRACT With the data (N = 9718) from Nepal National Governance Survey 2017/18 of those who took public services in a year, this article examined the factors that drove service users to pay bribes to service providers. The result showed that the perception of service users that service providers comply with the rules; they are responsive to inform/listen/respond to the service users’ concerns; they simplify the process of the service; they receive adequate salary for their jobs; they have prior connections/networks to the service users have a negative effect on paying a bribe whereas the perceptions of service users that service providers deliver services to them on time; they require additional income, they deliver services in multiple attempts; they work in the land revenue office have a positive effect on paying a bribe. Therefore, it is high time to consider the factors for corruption-free service delivery.

What are the experiences and the perceptions of service users attending Emergency Department for a mental health crisis? A systematic review.

Historically, dualistic healthcare systems have resulted in limited mental healthcare provision within physical health settings, with service users reporting poor care specifically while attending emergency departments (EDs) in a mental health crisis. Modern approaches to healthcare recognize these inequalities and are moving towards integrating healthcare systems that allow more holistic and seamless experiences for service users. This mixed-method review examines the experiences and perceptions of service users attending EDs for a mental health crisis. Systematic searches of eight databases on two platforms (EBSCO, OVID) and grey literature databases (Open Grey, Base) were conducted. Studies were systematically screened for inclusion based on predetermined eligibility criteria and quality assessed using the Mixed Methods Appraisal Tool. Findings were tabulated and synthesized using thematic synthesis. Ten studies consisting of qualitative and mixed-method designs were included in the review. Five overarching themes emerged from the synthesis: social constructs, service provider, service provision, effectiveness, and emotional impact. The findings from this review show that service users continue to have negative experiences in EDs due to stigmatizing attitudes and low skill in managing mental health needs, whereas more positive experiences are attributed to the availability of mental health liaison services. Tackling stigma, improving communication and staff training, providing calm environments, and addressing structural issues that promote better interagency working and reduce gaps in services are needed to improve mental health service user experience. Future research should focus on trauma-informed approaches in EDs to improve person-centred care for service users experiencing a mental health crisis.

Customer's Perception Regarding Behaviour and Dealing of Bank Employees related to CRM Practices -An Empirical Evidence from Haryana

In the present time, consumers are the king of the market and banks can take advantage to know their behaviour even they can capture market in context of market share. This paper provides necessary information about the role of customers for the behaviour of bank employees. For this, the customers of private and public banks were surveyed with given 14 different statements regarding CRM practices adopted by different banks. Around 780 respondents were selected to collect the required information with the help of questionnaire (questions based on Likert Scale) and after tabulation, factor analysis was applied. Researcher made few hypotheses based on the perception of customers and behaviour of bank employees. This survey helped to evaluate the actual perception of service users towards CRM practices of each bank. The identification of this framework will help bank manager to effectively implement CRM for loyalty and to give more satisfaction to the customers. As a result of the study, it is suggested that banks should show more interest in proper implementation of CRM practices

Evaluasi Pelayanan Terpadu Satu Pintu (PTSP) Menggunakan Decision Tree

Various ways are carried out by each agency to win the trust of the public, among others, by increasing customer satisfaction. One of the government agencies that is committed to increasing customer satisfaction is the Regional Office of the Ministry of Religion of Central Java Province. This study aims to measure the suitability of service quality and recommend alignment of the gap between public perception and management perception which is then used as material for evaluating service quality at the Regional Office of the Ministry of Religion of Central Java Province using Decision Tree with the ID3 algorithm. Attributes of customer satisfaction input in this study using Servqual, including tangibility, reliability, responsiveness, assurance and empathy. In this study, it was found that there is a gap between the perception of service users and the perception of management. Where the improvement of service quality that must be prioritized is the assurance attribute. This research is expected to assist the management in finding the weaknesses of their services and increase customer satisfaction to maintain and increase public trust in government agencies

Service Quality Analysis of Mhealth Services Using Text Mining Method : Alodokter and Halodoc

The digital transformation of health services causes an increasing number of digital health service providers in Indonesia. The user shares their experiences and reviews each other on the online platform. This study aims to understand user perceptions of m-health services in Indonesia based on m-health service quality with a big data approach. Research using text mining is derived from the results of the reviews of the application Alodokter and Halodoc. User-generated content was gathered from the platform Google Play Store in the period April to December 2020. Based on the sentiment analysis, Alodokter performs well with 73% positive and 27% negative, while Halodoc also dominated with 86% positive and 14% negative. User reviews are categorized based on three dimensions of health service quality with a multiclass classification. It is possible to identify the word networks that often appear in user reviews through text network analysis. The dimension that reviews chiefly on Alodokter and Halodoc is perceived outcome quality. The result of this study could help or use as guidance to be a reference for evaluations to improve Indonesia's quality of m-health services.

온라인 동영상 서비스의 혐오표현 콘텐츠 이용 경험과 규제 인식이 이용과 지속 이용 의도에 미치는 영향

The purpose of this study is to analyze the perception of major online video service users of hate speech concepts, hate speech content usage experiences, and regulations. It conducted an online survey of 520 users of YouTube, Instagram and TikTok. As a result of the analysis, the level of awareness of self-regulation was high for hate expression regulations. This could be used as a basis for understanding hate speech from the perspective of using online video services and for planning regulatory policies at the service provider and government level. This study is an exploratory study of the relationship between hate speech and service use of online video services. Unlike previous studies focused on legal discussions and fact-finding surveys on hate speech, we analyzed hate speech concepts, regulatory directions from the perspective of users. It is expected to refer to policies and regulations to minimize hate speech on online video service.

Measurement of Customer Perceptions of Logistics Service Quality

Currently, logistics service providers experience a high increase in activity. It makes logistics service providers compete with each other in service quality. To be able to compete, logistics service providers need to measure customer perceptions on logistics service satisfaction. The results of measuring customer perceptions can be used to improve the quality of logistics services. This study attempted to measure customer perceptions of third-party logistics (3PL) service users by considering competitor performance factors. This study integrated the Customer Satisfaction Index (CSI) method and the Competitive Zone of Tolerance based Importance Performance Analysis (CZIPA) method to measure customer perceptions and determine the priority attributes for improvement account competitors' performance factors. Based on the research, the CSI method was proven to measure customer perceptions of 3PL service users. CZIPA can determine the attributes that were prioritized for improvement based on the performance of competitors.

Patients’ Perceptions Regarding the Availability of Primary Care Services in Romania - A Pilot Survey Among Users of Primary Care Services in Braşov County

In Romania, users’ perceptions about availability of services in primary care have not been explored since 2009, when a national report was produced, and little is therefore known about the subject. The study aims to identify perceptions of primary healthcare service users regarding the availability of services in primary care. This research is a pen-and-paper self-administered survey applied to an opportunity sample of people, addressing family doctor’s practices, from 17 selected settlements of Brasov county. Overall, the analysis of population’s perceptions on the primary care system in Brasov County shows a high degree of satisfaction among the patients despite a narrow spectrum of services offered by family doctors.

User Satisfaction of Intermodal Transportation Services at Nusantara Passenger Terminal, Tanjung Priok Port, Jakarta

According to a strategic plan of Directorate General of Sea Transport, port accessibility has become one of the leading infrastructure development aims. The operator of the Nusantara Terminal in Tanjung Priok Port has provided an intermodal transport network through a variety of services. The presence of this intermodal transportation service must meet the quality of service that meets the satisfaction of its users. Quality of service reflects the perception of users of intermodal services that are highly dependent on intermodal service operational decisions made by the operator. The need to maintain market share and increase profits is the main impetus for improving the quality of intermodal transportation services. This study focuses on measuring user satisfaction and perceptions of intermodal transportation services provided by the Tanjung Priok Nusantara Terminal operator and analyzing what factors of intermodal transportation services need to be improved to meet user satisfaction. The measurement of service user satisfaction uses the Customer Satisfaction Index (CSI) calculation method. Meanwhile, the Importance Performance Analysis (IPA) method is used to analyze the factors that influence the satisfaction of service users. Data collection is done by direct observation in the field, the interview process, and the distribution of questionnaires to respondents to obtain data on perceptions and expectations of inter-modal transportation services. The calculation result of the Customer Satisfaction Index (CSI) shows that respondents are satisfied with the facilities and services presented by the terminal manager; this can be seen from the CSI value obtained, which is 71.79%. Calculation of Importance Performance Analysis (IPA) shows that the attributes that need to be improved include the second attribute "Availability of pedestrian facilities that are safe (clear), comfortable, and protected ..", the 5th attribute "Availability of public transport shuttle (bus, taxis, and the like) to accommodate passengers ... ", the 6th attribute" Availability of clear information, including availability and clarity of information about routes, fares ... ", 7th attribute" Availability of facilities for adequate disability ", and attributes 11th "Availability of transportation mode transfer facilities that pay attention to security aspects ...".

Patient centred care in diagnostic radiography (Part 2): A qualitative study of the perceptions of service users and service deliverers

IntroductionThere is growing awareness of the importance of patient centred care (PCC) in health care. Within Radiography in the UK, elements of PCC are embedded within professional body publications and guidance documents, but there is limited research evidence exploring whether perceptions of PCC are equivalent between those delivering (radiographers) and those experiencing (patient) care. This study aimed to address this gap by determining compatibility in perceptions of PCC between those using and those delivering radiography services in order to develop measurable indicators of PCC. MethodsThis project was funded by the College of Radiographers Industry Partnership Scheme. Ethical approval was granted by the University of Derby College of Health & Social Care Ethics committee. This paper reports Stage 2 of the project, which was a series of focus groups and telephone interviews to enable deeper discussion and exploration of PCC. Situational vignettes were used to promote discussion and debate and encourage suggestions for PCC approaches. Audit tools to assess engagement with PCC were developed at individual and organisational level. ResultsFour focus groups and six telephone interviews were carried out in total. Focus groups were held in a variety of locations to promote attendance. Telephone interviews were used to capture participants who could not attend a focus group in person. Disparity between perceptions of service users and those delivering radiography services on what constitutes high quality PCC was evident. Perceived levels of care and the effectiveness of communication appeared to be the key influences on whether PCC was delivered. ConclusionIt is evident from the results of Stage 1 and Stage 2 that we have some way to go before we have parity in how care within diagnostic radiography is perceived, experienced and delivered. Audit tools and an educational toolkit are offered as ways to support increased PCC within diagnostic radiography practice. Implications for practiceSeveral service improvements and audit tools are offered to support the increased delivery of PCC.

Perception of service users and their caregivers on primary care-based mental health services: a qualitative study in Nepal

BackgroundIntegration of mental health services into primary health care systems has been advocated as a strategy to minimize the tremendous mental health treatment gap, particularly in low- and middle-income countries. Barriers to integration of mental health into primary health care have been widely documented; however, very little is known about the perception of service users and their caregivers on primary care-based mental health services. This study assessed service users’ and caregivers’ perceptions of mental health services provided by trained primary health care workers in Nepal.MethodsA qualitative study was conducted among people with depression, psychosis, alcohol use disorder and epilepsy, and their caregivers in Chitwan, a district in southern Nepal. Semi-structured interviews were conducted with 43 service users and 38 caregivers to assess their perceptions about the accessibility of the services, types of services they received, skills and competencies of health care providers, satisfaction and barriers to receiving services.ResultsOverall, both service users and caregivers were satisfied with the mental health services provided by primary health care providers. They also perceived health workers to be competent and skillful because the services they received were effective in reducing their mental health problems. Both psychological and pharmacological services were made available free of cost, however, they considered psychological services more effective than pharmacological treatment. Major challenges and difficulties accessing services were associated with frequent transfer of trained health workers, non-availability of the same health care provider at follow-ups, frequent stock-out of medicines or non-availability of required medicines, lack of a confidential space for consultation in health facilities, and stigmatizing and negative behavior of some health workers.ConclusionThe results demonstrated that both service users and caregivers perceived primary care-based mental health services to be accessible, acceptable and effective. The key recommendations emerging from this study for improving mental health services in primary care include the provision of a separate cadre of psychosocial workers to provide psychological interventions, developing quick and efficient mechanisms for the procurement and supply of psychotropic medicines, establishing a confidential place within health facilities for consultation, and further training of health workers to reduce stigma.

Persepsi Kreditur dan PPAT Terhadap Kualitas Layanan Hak Tanggungan Terintegrasi Secara Elektronik

The success of the Badung Regency Land Office in issuing HT-el Certificate, the first in Indonesia cannot be separated from the support of the Creditors and PPAT as the main users of HT-el Services. This innovation is an effort to realize the digitalization of services and overcome various existing weaknesses. Creditors and PPAT as the main users are important instruments in providing an overview of HT-el service quality, because basically the success of an organization in providing a service depends on how well the perception of service users will reflect the level of user satisfaction and the profitability of the organization. HT-el Service User Perception (Creditor and PPAT) assessed using the e- Govqual Method illustrates that the Quality of HT-el Services at the Badung District Land Office is very good, this is evidenced by positive responses to the Efficiency, Trust and Realibility as well as Citizen Support. This is an effort to create excellent service in the land sector based on the principles of efficiency and effectiveness in implementing activities.

OPTIMIZATION OF TRAYEMAN SUB TERMINAL PERFORMANCE IN TEGAL DISTRICT

The terminal is a public motor vehicle station which used to regulate arrival and departure, pick and drop passenger and/or stuff, and movement of transportation mode. This research aims to know terminal technical performance, quality of service and level of satisfaction and make recommendations for handling to be more optimal.The methods which used in this research for data collection are used terminal inventory survey methods, static surveys and interviews of terminal service users and literary methods. Analysis method using descriptive analysis of terminal technical performance to know the space capacity and terminal facility needs, Importance Performance Analysis (IPA) methods to know perceptions of terminal service users and SWOT analysis methods to obtain optimization strategies for handling. Based on IPA analysis method shows that passenger and driver feel less satisfied with service of sub terminal of Trayeman and obtained SWOT quadrant value for the x-axis is -0.15 and for the y-axis is 1.20 with the recommendations given are change strategy, among others with maintain location, accessibility, stretch path, improvement of main facilities and supporting facilities and with local government fund support in order to improveservice to the community. The calculation of the three investment criteria for structuring the utilization of trayeman sub terminal obtained values NPV Rp.157,692,680 B/C Ratio value is 1.05 and IRR value is 8.23% and it can be concluded that the project is feasible to implement.Key word: Terminal, IPA, SWOT, Investment criteria

La satisfacción de los usuarios afiliados al sistema de salud en la ciudad de Ibagué, Colombia

Este artículo presenta un análisis sobre la percepción de los usuarios de los servicios de salud en Ibagué, Colombia. El marco teórico se basa en la teoría de sistemas y postulados sobre calidad y servicio. El estudio es descriptivo con enfoque cuantitativo. La población está constituida por los afiliados al sistema de salud en la ciudad y la muestra corresponde a 384 usuarios. El nivel de confianza para la muestra es del 95% y el margen de error es del 5%. La información primaria se obtiene a través de una encuesta que contiene 5 variables: comunicación, oportunidad, profesionalismo, infraestructura y eficiencia. Los resultados muestran que el 44.5% de los usuarios están satisfechos con los servicios de salud y el 29% no están satisfechos. Finalmente, se concluye que las principales fallas que los usuarios perciben están en comunicación, infraestructura, humanización y tiempo de espera.

Patient centred care in diagnostic radiography (Part 1): Perceptions of service users and service deliverers

IntroductionThere is growing awareness of the importance of patient centered care (PCC) in health care. Within Radiography in the UK, elements of PCC are embedded within professional body publications and guidance documents. However, there is limited research evidence exploring whether perceptions of PCC are equivalent between those delivering (radiographers) and those experiencing (patient) care. This study aimed to address this gap by determining compatibility in perceptions of PCC between those using and those delivering radiography services. This is the first step in developing measurable indicators of PCC in diagnostic radiography. MethodsA multi-method two stage approach was undertaken using survey and interview data collection techniques. Ethical approval was granted by University of Derby College of Health & Social Care Ethics committee. This paper reports Stage 1 of the study, the online, cross sectional survey. Participants were asked to indicate their level of agreement to a series of attitudinal statements using a 5-point Likert scale. Statements were paired, but not co-located to increase validity. Participants were invited to provide free text comments to supplement their responses. Stage 2 of the project is reported separately. ResultsSurvey responses were received from all 3 participant subgroups. A minimum response rate of 30 participants per sub-group was set as a target. Response rates varied across subgroups, with only radiography managers failing to meet the expected response threshold. Wide disparity between perceptions of service users and those delivering radiography services on what constitutes high quality PCC was evident. ConclusionIt is evident that there is still work required to ensure parity between expectations of service users and deliverers on what constitutes high quality PCC. Implications for practiceFurther work is required to identify measurable service delivery outcomes that represent PCC within radiographic practice.

Relationships Among Structures, Team Processes, and Outcomes for Service Users in Quebec Mental Health Service Networks.

Background:Few studies have identified and compared profiles of mental health service networks (MHSN) in terms of structures, processes, and outcomes, based on cluster analyses and perceptions of team managers, MH professionals and service users. This study assessed these associations in Quebec metropolitan, urban and semi-urban MHSN.Methods:A framework adapted from the Donabedian model guided data management, and cluster analyses were used to identify categories. Study participants included team managers (n = 45), MH professionals (n = 311) and service users (n = 327).Results:For all three MHSN, a common outcome category emerged: service users with complex MH problems and negative outcomes. The Metropolitan network reported two categories for structures (specialized MH teams, primary care MH teams) and processes (senior medical professional, psychosocial professionals), and outcomes (middle-age men with positive outcomes, older women with few MH problems). The Urban and Semi-urban networks revealed one category for structures (all teams) and service user (young service users with drug disorders), but two for processes (psychosocial professionals: urban, all professionals: semi-urban).Conclusion:The Metropolitan MHSN showed greater heterogeneity regarding structures and team processes than the other two MHSN. Service user outcomes were largely associated with clinical characteristics, regardless of network configurations for structures and team processes.