Perceptions Of Services Research Articles

A thematic analysis of perceptions of VHA emergency care and suicide risk assessment among Veterans experiencing homelessness

ABSTRACT Introduction: Veterans who are homeless are at elevated risk for suicide, and often access Veterans Health Administration (VHA) emergency services to address their health needs. We sought to explore experiences of homeless Veterans utilizing these services, and barriers and facilitators to suicide prevention engagement. Methods: Semi-structured interviews with 25 Veterans who self-reported past 12-month history of homelessness and accessed VHA emergency services. Interviews explored perceptions of VHA emergency care and suicide risk assessment. Results: Interviewees described a complex array of factors contributing to housing instability. Participants detailed challenges navigating interrelated, yet at times disconnected, systems of healthcare and homeless services. Veterans’ experiences receiving care and suicide risk screening in VHA emergency services were generally positive. However, some described rare, striking experiences, feeling stigmatized for “being homeless”. Services following discharge tended to be fragmented. Given numerous contextual factors (e.g. transportation difficulties, timeliness of referrals) complicated by homelessness, individuals tended to routinely rely upon VHA emergency service for future acute care needs. Conclusions: Overall, perceptions of emergency services, including suicide risk screening in this setting, were largely positive and deemed acceptable. However, findings illustrate multiple avenues for optimizing service delivery, including post-discharge services, among homeless Veterans accessing VHA emergency services.

Examining Citizens’ Expectations and Perceptions About Service Quality in Public Sector: Adapting a Hybrid Public Service Quality Model to the Local Context

ABSTRACT The empirical study examines citizens’ expectations and perceptions about service quality in three major public institutions. The article adopts a quantitative approach. Citizens’ expectations and perceptions about service quality in the context of public institutions were examined through a questionnaire, utilizing a hybrid model of SERVQUAL with private and public service quality dimensions. The article presents the results of a quantitative study (sample of 310 citizens), distributed across three public institutions, illustrating factor, gap, paired correlation and one-way analysis of variance (ANOVA) of survey data. For factor extraction, rotation and interpretation, the Oblimin rotation technique was used, determining inter-correlation among the public service quality factors. As for ANOVA analysis, Levene’s test was used to verify the homogeneity of variance assumption (the variance in scores for each group of customers). The findings of the study suggest the re-distribution of components under the refined service quality factors. Different items of initial service quality dimensions are rotated under newly created factors. Gap analysis reveals no variations in terms of citizens’ expectations across public institutions, but suggests significant differences among public entities in regard to perceptions of services acquired. Adapted Hybrid Public Service Quality model will assist public institutions in developing and tailoring service quality management systems to citizens’ needs. This is the first attempt to carry out a quantitative approach to researching Service Quality in public institutions. The primary contribution of the study is that it has tested a hybrid model for measuring perceived public service quality, integrating service quality dimensions both from public and private sectors and proposed a refined model fit for the local context considering citizens’ characteristics and the current state of the public sector experiencing a shift toward modernization of services.

Rural tourism perception factors: A case study in the Zhengzhou region

Rural tourism serves as a pivotal catalyst for rural revitalization, with its trajectory influenced by diverse factors within tourist destinations. This study aims to refine the analysis of tourists’ engagement in rural tourism dimensions by leveraging perceived value theory. Focusing on the rural tourism unit of Zhengzhou, this paper employs a four-dimensional approach encompassing service perception, ecological perception, product perception, and tourists’ participation. Utilizing a Likert five-level scale questionnaire distributed in June to July 2023 and employing structural equation modelling (SEM), the study examines the interplay between tourists’ perceptions and their contribution to rural tourism participation. Findings underscore the importance of integrating perceived value theory into rural tourism analysis, enhancing understanding of key influencing factors. Notably, tourists exhibit a heightened perception of environmental quality, with service perception significantly influencing participation. Conversely, while a positive correlation exists between product and ecological perceptions, its impact on participation is comparatively weaker. These insights carry practical implications for enhancing rural tourism services and fostering greater tourist participation, thus bolstering rural revitalization efforts. This study addresses a gap in prior research by developing and validating a comprehensive model that explores the perception-participation dynamics in rural tourism contexts.

Customer Satisfaction and Service Quality in Online Banking - A Dual Challenge

The main aim of this paper is to find out the relationship between the customer satisfaction and service quality. how the customer are satisfied by the quality service provided by the providers ,they should fill the gap between the expectation and perceptions of services regarding the online financial services. For this study convenient sampling is used ,data was collected from 100 respondents where as percentage method considered for this analysis. finally the results shows that the customers are highly satisfied with services of the online banking sector The allover satisfaction of the customers mainly are continues improvement for quality service, easy to access the website, more on saving time is high factor of satisfied ,even though the services are very advanced but there is some dissatisfaction regarding security, and charges for using online services

Ecosystem Services Approach in Turnicki National Park Planning: Factors Influencing the Inhabitants’ Perspectives on Local Natural Resources and Protected Areas

Despite changing paradigms in nature conservation, protected areas, such as national parks, remain key tools for nature conservation. Today, protected areas are perceived as socio-ecological systems, therefore using an ecosystem services approach may help in their designation. Here, we focus on the planned Turnicki National Park located in the far eastern part of the Polish Carpathian Mountains and conflict between proponents of the park establishment and local stakeholders. We used an ecosystem services-driven questionnaire survey among local communities to analyze interactions between the perception of ecosystem services and opinions about national parks, and the role of social and economic status in shaping these opinions. We found links between opinions towards national parks and other factors: age, life span in a municipality, level of education, and an average net income. Respondents who perceived benefits from nature were more positive towards national parks in general and the Turnicki National Park specifically; however, those who prioritized provisioning services were more skeptical. Also, we distinguished four Fuzzy-Set Qualitative Comparative Analysis models which describe factors shaping opinions on national parks, respectively. The study has shown that the ecosystem services lens perspective can help in exploring the factors crucial while establishing the protected areas in specific social and economic context. The main implication for the study is careful consideration of the role of national park to protect the local environment in harmony with social needs and economic development.

Evaluation of ecosystem services vis-à-vis perceptions and attitudes of local communities towards Wetland conservation in Kashmir Himalaya

Valuation of ecosystem services along with the perceptions and attitudes of local communities is crucial for sustainable management of wetlands. This study assesses changes in wetland area and bathymetry, and provides insights into local community's perceptions of ecosystem services, and attitudes towards wetland conservation in Kashmir Himalaya, India. High-resolution satellite data was used to assess land use land cover (LULC) changes within the wetland. The bathymetry changes were assessed by performing depth measurements before and after dredging in 2019 and 2022, respectively. Perceptions of ecosystem services and attitudes of residents towards wetland management were examined through surveys in 182 households from the target population of 334 families. The findings reveal that Khushalsar wetland provides important provisioning (food, fodder, thatching mats, fish, vegetables), regulating (flood control, carbon sequestration, water quality improvement), supporting (habitat, biomass and oxygen production, water and nutrient cycling), and cultural services (aesthetic, education, spiritual). The economic benefits from provisioning services range from 240 USD/yr for minor vegetables to 1201–1802 USD/0.05 ha/yr for Nelumbo nucifera. The analysis of LULC changes indicates a ∼16.5% reduction in wetland area from 1980 to 2017, with a further ∼10% decrease from 2017 to 2021, resulting in an overall loss of ∼25% (27.1 ha) in wetland area from 1980 to 2021. Bathymetric assessments reveal an increase in maximum depth from 427 cm in 2019 to 547 cm in 2022 following dredging activities. Socioeconomic analysis showed the significance of Khushalsar wetland as an important source of livelihood for local communities. Survey results indicate that all the respondents have positive attitudes towards the protection and management of the Khushalsar wetland. The study demonstrates that human conservation activities have significantly contributed to positive changes in the wetland such as increase in depth and flood storage capacity. The study concludes that government protection along with active participation of local communities is indispensable for sustainable management of wetlands.

Community perception and experience of health services in the midst of an earthquake and COVID-19 pandemic: A phenomenological study

Indonesia is located on the Pacific Ring of Fire with various disasters occurring frequently and causing tremendous impacts. Recently, Mamuju Regency in West Sulawesi was hit by an earthquake during the COVID-19 pandemic, making primary health care (PHC) a major community health care provider facing several issues. This study aims to explore the challenges and supporting factors of the recovery of PHC after the earthquake during the COVID-19 pandemic using a descriptive phenomenology grounded in Edmund Husserl's philosophy. The Bamboo PHC (Puskesmas Bambu) was selected as the only PHC in Mamuju which was most affected by the earthquake. A focus group discussion method was conducted by involving 15 participants selected using purposive sampling and divided into three groups (health workers, health cadres, and community members). As a result, the community members acknowledged that the Bamboo PHC services programs in general were favorable before the pandemic, there were several basic and superior health service programs that the community felt were valuable. Yet, the COVID-19 pandemic worsened the situation and the use of healthcare facilities decreased. Coupled with the occurrence of natural disasters in vulnerable areas, it is increasingly causing fatalities. Therefore, disaster preparedness and community empowerment are the key to successful disaster management.

Customers’ Attitudes and Perceived Constraints to E-Banking Services: A Survey Study in Albania

The relevance of the study is determined by the need to identify the level of satisfaction of customers of banks in Albania and the perceived limitations that hinder the development of electronic services. The purpose of the work is the analysis of clients’ perception of electronic banking services, the problems of ensuring client satisfaction and the development of proposals for its improvement. The methodological approach hinges on several key components: studying statistical data concerning banking services, conducting two-way analyses to explore variable interactions, conducting surveys to gather user insights, utilizing graphical methods to visualize the results, and employing generalization techniques to summarize research outcomes. The analysis of the development of the banking system of Albania, which showed a significant expansion of electronic services for customers, a substantial increase in the share of electronic transfers in their total number during 2010-2022. A survey of bank customers showed that the availability and flexibility of e-banking services are the most important attributes of their quality; however, there is an impact of perceived limitations on the increase in the number of e-banking users and the need to improve customer service has been proven. Despite the ease and speed of transactions, lower costs and time savings, customers do not rate e-banking as a high-quality service and demonstrate insufficient knowledge about these services. There is a need to improve communication with clients and to reduce costs or provide basic electronic banking services for free. The results and conclusions have practical significance in the development of financial and credit policy by the Government of Albania in the projection of the use of electronic technologies, for bank managers in the planning and marketing of banking services.

Factors influencing the relationship between perceptions of ecosystem services and well-being of farmers in the ore-agriculture zone, China

Understanding the coupling relationship between ecosystem service perceptions (ESP) and farmers’ well-being (FWB) in the ore-agriculture zone plays an important strategic role in maintaining regional ecological security and improving the well-being of regional farmers. Based on field research, questionnaire surveys and other methods, this study took farmers around the coal mining development zone as research subjects and used a comprehensive multi-index assessment method to evaluate the level of ESP and the FWB in the research area. A coupling coordination degree model was used to analyze the coupling relationship between ESP and FWB, and the random forest model was used to explore the influencing factors of the coupling relationship between the two. The results showed: (1) The FWB index was moderate and the ESP index was low. Farmers’ perceptions of the different ecosystem services varied, with provisioning services being perceived most strongly and supporting services least strongly. Satisfaction with basic material needs was highest on the well-being assessment. (2) The overall state of ESP and FWB coupling was good, with most of them in the state of coordination improvement. From the perspective of dimensional differentiation, the coupling of the dimensions of ESP and FWB was poorly coordinated, and all of them were in the state of dysfunction regression. (3) The coupling relationship between ESP and FWB was influenced by both environmental and household characteristics, with the former having a stronger effect. The results of this study can serve as a reference for promoting the coordination of ESP and FWB in the ore-agriculture zone, and ultimately realize the sustainable development of ecology and human in the ore-agriculture zone.

Rural and urban community perceptions of ecosystem goods and services in the semi-arid reservoirs landscape

rural and urban community perceptions of ecosystem goods and services in the semi-arid reservoirs landscape

Analyzing Public Sentiment Towards BSI Service Disruptions Through X: Naïve Bayes Algorithm

Disruptions to banking services can negatively affect customer trust and happiness, thus affecting the bank's reputation in the eyes of the public. Analysis of sentiment expressed on social media is very important because it can provide a direct picture of individual perceptions and responses in real time. This research aims to analyze public sentiment towards disruptions in Bank Syariah Indonesia (BSI) services through social media using the Naive Bayes algorithm. Through this analysis, the research seeks to understand the pattern of public responses and perceptions of BSI disruptions and evaluate the performance of the Naive Bayes algorithm in classifying sentiment on related tweet data. The data used came from specific social media platforms, where sentiment analysis was conducted by categorizing the data into positive, negative, and neutral categories. The research findings show that the sentiment analysis of the community towards BSI service disruptions through X social media platforms shows a diverse pattern of responses and perceptions. This finding recorded 525 data points with negative sentiment, 325 data points with neutral sentiment, and 141 data points with positive sentiment. The research also compared the performance of the Naive Bayes algorithm with the Google Cloud Natural Language API, which showed an accuracy rate of 81.03%. This research provides valuable insights for Bank Syariah Indonesia in understanding public perception of BSI services on social media.

User perceptions of ICT-based library services in the universities of Bangladesh

PurposeThe main purpose of this study is to explore the existing information and communication technologies (ICTs) scenario in public and private university libraries in Bangladesh. The aim of the study was to determine the use and extent of ICT implementation for collection development practices of the said institutions.Design/methodology/approachThe study is based on a structured questionnaire for university library users. Students' opinions have been encapsulated, and the data findings were analyzed and presented in light of the responses.FindingsFor students who responded to the questionnaire, their ICT-based knowledge usage experience is not up to the mark. In general, it was found that students had limited knowledge about ICT-based resources and services. Besides this, the study also showed how to improve the entire condition and services of these libraries by adopting modern technology. This investigation reveals the situation they encountered in applying information technology and puts forward necessary recommendations that may help improve their services in the information storing and dissemination process.Originality/valueThis study focuses on the user perceptions of ICT-based library services in university libraries in Bangladesh. It will prompt further research on user perceptions of ICT-based library services in academic libraries globally.

Factors Relating to the Activity of Mother’s Visits to the Posyandu

A significant indicator that contributes to lessening efforts is the number of toddler trips to Posyandu. In the operational area of Tanjungpinang City's Mekarbaru Health Center, 36.40% of visitors are Posyandu visits in 2023. This coverage continues to fall well short of both national and provincial statistics, as well as the government's accomplishment goals. The purpose of this study is to determine the characteristics that influence toddler visits to Posyandu, Batu IX Village, Mekar Baru Health Center Working Area, Tanjungpinang City, in the province of the Riau Islands. With a cross-sectional methodology and a purposive sample strategy, 191 mothers of toddlers between the ages of 13 and 59 months make up the sample size for this kind of quantitative study. Surveys were used to collect measurements. The statistical test of chi-square was applied in data analysis. The findings of the study indicate that moms of toddlers who visit Posyandu have a relationship with perceptions of Posyandu services (p=0.001; OR=2.735) and family support (p = 0.000; OR=3.237). The mother's age, education, occupation, knowledge, and attitude have little bearing on how frequently she visits Posyandu. It was determined that the frequency of posyandu visits by mothers of toddlers at the Posyandu in the Mekar Baru Community Health Center Working Area was highly correlated with family support and perceptions of posyandu services.

Non-ecological factors affect human interaction with urban nature and perception of cultural ecosystem services

Cultural ecosystem services (CESs) are not only affected by ecological factors, but also by non-ecological factors such as demographic and socio-political factors. Especially for CESs in urban ecosystems, it is necessary to study how the people's perception of CESs change during the changes in social contexts and urban management. The COVID-19 outbreak caused dramatic changes for human society. In this study, we evaluated people's perceptions of CESs provided by an urban park of Shanghai in four phases of the pre-, during and post-COVID period. It is found that aesthetic, historical and recreational values are perceived in the four phases, but the distribution of people's perceptions for CESs varied considerably, influenced by the socio-political contexts. Besides, we emphasized the importance of focusing on the CESs perceived during the prohibited use, as this is a rare period when people were separated from the park and can only perceive CESs indirectly. People's perception of CESs through indirect interactions with ecosystems has received little attention in previous research, but it should be valued by mangers to respond the issues of CESs equity.

International students' satisfaction perception of administrative services

International students' satisfaction perception of administrative services

WANPRESTASI AKIBAT KETERLAMBATAN PENGANTARAN OLEH KURIR GOFOOD

This article examines the breach of contract issue related to delays in food delivery by GoFood couriers, a rapidly growing food delivery service in Indonesia. Despite the increasing popularity of such services, there is a significant research gap regarding the impact of delivery delays on customer satisfaction. This study aims to analyze the impact of delivery delays on customer satisfaction and identify the factors contributing to these delays. Using a case study analysis method explores specific instances of breach of contract due to delivery delays by GoFood couriers. The results indicate that delivery delays significantly negatively impact customers' perception of GoFood's service. Contributing factors to the delays include traffic conditions, order volume, and company policies. These findings provide valuable insights for GoFood and similar services to enhance delivery efficiency and customer satisfaction. The practical implications of this study include recommendations for improving delivery processes, courier training, and better communication with customers. This research contributes to understanding how delivery delays can affect brand image and customer satisfaction in the context of an evolving food delivery service. In conclusion, the corrective actions taken by the company can help improve service quality and minimize potential conflicts with customers.

Effects of Human Service Qualities of Waxing Beauty Professionals on the Perceived Values and Emotional Response of Customer

Owing to the necessities like beauty, hygiene, and health, waxing is settled down as beauty service that could immediately satisfy customers’ interest and needs. Thus, this study could be helpful for establishing high-dimensional service strategies through the perception of customer service, customers’ valuation, and their emotional response for competitive advantage of the waxing industry, by understanding the effects of human service qualities of waxing beauty professionals on the perceived values and emotional response. From January 8, 2024 to February 2, 2024, A total of 332 copies of valid data were collected from adult men and women who had experienced receiving waxing beauty services from experts at waxing beauty shops in Seoul and the metropolitan area. The collected data were analyzed using the SPSS 25.0 program. And Frequency analysis, Exploratory factor analysis, Cronbach’s α, Correlation analysis, Multiple regression analysis were conducted. The results of this study are as follows. First, the human service qualities of waxing beauty professionals had significant effects on the perceived values. Second, the human service qualities of waxing beauty professionals had significant effects on emotional response. This verifies that the emotional, social, and economic values felt by consumers are improved when the reliability, empathy, and tangibles of human service qualities of waxing beauty professionals are higher. And they also have positive effects on emotional response.

Non-Muslim Perception of Sharia Banking Products and Services in Aceh, Indonesia

The implementation of the Qanun on Sharia Financial Institutions in Aceh has led all conventional banks to stop operating, as a result, some people had to use sharia banking services, including non-Muslims. For non-Muslims, this condition is also co-opted with the provisions of the LKS qanun, thereby creating policy disparities for non-Muslims to comply with the provisions for using sharia banking products and services. This article aims to discuss the perceptions of non-Muslim customers of sharia banks in Aceh. This study includes empirical legal studies using a statutory approach. Data collection was carried out by conducting in-depth interviews with respondents in each district in Aceh. Data analysis was carried out by selecting informant statements related to the research formulation.The results obtained Even though at first it was difficult to adapt to sharia banking products, in the end using sharia banking services for them was not a problem, had no effect or had a significant impact on a person's faith in using sharia banking services. Even with the legalization of Qanun, non-Muslim customers still follow and obey government decisions. The implication is that the use of sharia banking services can be adjusted by non-Muslim customers in Aceh. Abstrak: Penerapan Qanun Lembaga Keuangan Syariah di Aceh menyebabkan seluruh bank konvensional berhenti beroperasi, akibatnya sebagian masyarakat terpaksa menggunakan layanan perbankan syariah, termasuk non-Muslim. Bagi non-Muslim, kondisi ini juga terkooptasi dengan ketentuan qanun LKS sehingga menimbulkan disparitas kebijakan bagi non-Muslim untuk mematuhi ketentuan penggunaan produk dan layanan perbankan syariah. Artikel ini bertujuan untuk membahas persepsi nasabah non-Muslim terhadap bank syariah di Aceh. Penelitian merupakan penelitian hukum empiris dengan pendekatan perundang-undangan. Pengumpulan data dilakukan dengan melakukan wawancara secara mendalam terhadap responden di setiap kabupaten di Aceh. Analisis data dilakukan dengan memilih pernyataan-pernyataan informan yang berkaitan dengan rumusan penelitian. Hasil yang diperoleh walaupun pada awalnya masyarakat sulit untuk beradaptasi dengan produk perbankan syariah, namun pada akhirnya menggunakan layanan perbankan syariah bagi mereka tidak menjadi masalah, hal tersebut tidak memberikan pengaruh atau berdampak signifikan terhadap keimanan seseorang dalam menggunakan layanan perbankan syariah. Meski Qanun telah disahkan, pelanggan non-Muslim tetap mengikuti dan menaati keputusan pemerintah. Implikasinya, penggunaan layanan perbankan syariah dapat disesuaikan oleh nasabah non-Muslim di Aceh.

중증장애인 직업적응훈련 서비스에 대한 현장 실무자 인식에 관한 연구: 중증장애인직업재활지원사업 수행기관을 중심으로

중증장애인 직업적응훈련 서비스에 대한 현장 실무자 인식에 관한 연구: 중증장애인직업재활지원사업 수행기관을 중심으로

EFFECTIVENESS OF ADMINISTRATIVE SERVICES AT ANANDA BEKASI HOSPITAL CONCERNING THE LEVEL OF PATIENT OR COMMUNITY SATISFACTION

As a health service institution such as a hospital, its responsibility is to provide services that meet the health needs of the community. Quality service health own roles important in increase health and well-being whole public. The aim of this research is to examine the effectiveness of administrative services at Ananda Bekasi Hospital and its impact on the level of community satisfaction. Through a comprehensive approach, this research evaluates hospital administration processes, including the registration process, patient data management, and communication with patients. Data was collected through interviews and observations to measure public perceptions of administrative services. The method used is by analyzing data to understand the contributing factors to levels satisfaction community as well as recommendations for improvements that can be made by Ananda Bekasi Hospital. Research results indicated that effectiveness service administration at Bekasi City Hospital had an impact positive to levels satisfaction public.