Public Satisfaction Research Articles

Первичное звено государственной системы здравоохранения в Российской Федерации: организационно-правовой статус

Primary care is the backbone of the healthcare system. The main function of primary care is the provision of primary health care to the population on a territorial-precinct basis through “first contact” doctors. There is a gap between the importance of primary health care and low public satisfaction with it. One of the main reasons for this current state of affairs is the inadequate organizational and legal status of primary care. The declared formation of a three-tier healthcare system must be based on a more understandable architectural network of healthcare units. It is necessary to harmonize between the types of objects and the types of care they provide, the conditions of provision and forms of medical care.

Peningkatan Performa Pelayanan Publik Melalui Penerapan Core Values BerAKHLAK di Kota Singkawang Tahun 2022-2023

In the midst of increasingly high public demands for quality public services, the government through service officers must be able to serve professionally. Implementation and apllication of the core values of BerAKHLAK is one of the main keys to realizing excellent public services. This study aims to examine the process of internalization and application of the core values of BerAKHLAK carried out in Singkawang City in the implementation of public services and their contribution to improving the performance of quality public services for the community. The research method used is a descriptive research type and qualitative approach. Informants were selected through purposive and snowball sampling techniques. Data analysis techniques included data reduction, data presentation, and conclusion/verification sourced from observation, interviews and documentation. The results showed that the internalization of the core values of BerAKHLAK in Singkawang City has been running well and has had a positive impact on improving public service performance. This is evidenced by the increasing value of the public service index in Singkawang City by the Ministry of PAN-RB with a score of 4.22 in 2022 from previously in 2021 getting a score of 3.57. In addition, public satisfaction with public services in Singkawang City has also increased as seen from the value of the public satisfaction index, and the commitment of UPP in Singkawang City to improving the quality of public services. However, there are still weaknesses in several aspects of service. Therefore, The Singkawang City Government must continue to make sustainable efforts to improve the quality of public services in Singkawang City.

Assessment of the public perception of the hospital pharmacist and their satisfaction level with the pharmacy services provided in a developing country: a cross-sectional survey in Malaysia.

To assess the public perception of the role of hospital pharmacists, their satisfaction with the pharmacy service provided, and the factors associated with their perception and satisfaction. A cross-sectional, questionnaire survey was conducted on adults older than 18 years who utilized public pharmacy services. A self-developed, validated questionnaire consisting of three parts was used, i.e., demographic data, perception, and satisfaction. The questionnaire was tested in a pilot study of 50 study participants and demonstrated good reliability results of 0.900 for the perception section and 0.836 for the satisfaction section. Therefore, all items were used in the final questionnaire. Four hundred and seventy-nine completed questionnaires were collected with a response rate of 91.6%. The Cronbach's α for perception and satisfaction scores were0.938 and 0.841, respectively. The median total score for public perception was 83 (interquartile range [IQR]: 15), whereas the median total score for public satisfaction was 38 (IQR: 33). The level of public perception was significantly associated with the age groups (P = .009), ethnic groups (P < .001), respondents' locality groups (P < .001), the level of education achieved group (P = .017), and the income groups (P = .006). Satisfaction was not significantly associated with any sociodemographic factors. This study has found that the general public had a favorable perception of the role of hospital pharmacists, and they were generally satisfied with the pharmacy service provided.

The Role of State Security in Immigration Service

This study enhances the understanding of the function of state security in immigration services. The perspective of state security in national development offers a solution to the current reality of implementing public policy in immigration, which requires a transformation through a more suitable and ideal approach for each immigration officer. One aspect of this study involves strengthening an in-depth interpretation to address and understand the evolving policies, aiming to achieve complex policy objectives. This phenomenon is closely related to the fact that current government policies tend to focus on public services that prioritize public satisfaction. While community demands are urgent for the Indonesian government, implementing public services in the field of immigration involves different dimensional aspects compared to other public services. The main reason is that current immigration issues are becoming increasingly complex, necessitating the adaptation of new approaches. It is crucial to manage the complexity and diversity of factors involved in the immigration service policy process, particularly concerning state security in travel document/passport services, immigration documents, and examinations at immigration checkpoints at state borders.

Application Of The Level Of Community Satisfaction With Services At The Education Office Of The District Of North Bengkulu Using The Csi (Customer Satisfaction Index)

The North Bengkulu Regency Education Office is one of the government agencies in North Bengkulu Regency, Bengkulu Province. So far, the process of evaluating the serkvices of each employee at the Education Office of North Bengkulu Regency is still carried out internally without the views of the community. This certainly cannot be used fully in knowing the level of service satisfaction. The application of the level of public satisfaction with services at the North Bengkulu Regency Education Office using the CSI (Customer Satisfication Index) Method can assist the admin in managing the results of the service satisfaction assessment survey at the North Bengkulu Regency Education Office and provide information on the results of the public satisfaction assessment survey on the services provided. In addition, the application can also facilitate the community in providing an assessment of satisfaction with services at the North Bengkulu Regency Education Office.The application of the level of public satisfaction with services at the North Bengkulu Regency Education Office using the CSI (Customer Satisfication Index) Method is made with the PHP programming language and MySQL database. Based on system testing that has been carried out, it can be concluded that the application of the level of public satisfaction with services at the North Bengkulu Regency Education Office has run well and can be able to provide information in the form of the level of public satisfaction with services at the North Bengkulu Regency Education Office through the stages of the CSI (Customer Satisfication Index) Method.

Meningkatkan Kepuasan Pengguna Layanan Publik melalui Fasilitas dengan Kualitas Layanan sebagai Variabel Interverning di Kantor Kecamatan Bandung

Public service user satisfaction is a benchmark for the success of services in a public agency. The purpose of this study was to determine the effect of facilities on public service user satisfaction at the Bandung District Office; to determine the effect of facilities on public service quality at the Bandung District Office; to determine the effect of service quality on public service user satisfaction at the Bandung District Office. Data collection using a questionnaire of 200 respondents. This research uses Structural Equation Modeling (SEM) with AMOS 26.0 software. The results of data processing concluded that there is an influence between facility variables on public service user satisfaction at the Bandung District Office; there is an influence between facility variables on service quality at the Bandung District Office; there is an influence between service quality variables on public service user satisfaction at the Bandung District Office.

The Analysis of Academic Community Satisfaction with Public Services in The Higher Education Service Institution

&lt;p&gt;The services quality will provide a satisfied perception of the services provided by the government. Public services provided by the government are felt to have not met the expectations of the community, as evidenced by the complaints submitted by the service users. This study aims to analyze the value of the service user satisfaction index on The Higher Education Service Institution (LLDIKTI) Region XI services in an effort to determine and evaluate the dimensions of the service quality. The descriptive quantitative is used as the research method. In this research, the data collection techniques using questionnaires, observation as primary data, and literature study as secondary data. The data analysis technique is guided by Permenpanrb number 14 of 2017. The results, 1) The service user satisfaction index obtained a value of 87.13, which means that the perception of satisfaction with the quality of LLDIKTI Region XI services is considered GOOD. However, it is still below based on the Ministry of Education and Culture's road map targets of 92.0. 2) In the ServQual dimension with indicators of Tangibles (U9), Reliability (U1, U2, U5), Assurance (U6), Empathy (U7), Responsiveness (U3) are below the value of 92.0. 3) There is no policy specifically to regulate the follow-up of public satisfaction survey results. 4) The digital services in the services that are dominantly accessed by service users, namely resource services, and PDDIKTI services. So, further research is needed to find out the factors that affect the quality of digital services on the service user satisfaction.&lt;/p&gt;

ANALISIS TINGKAT KEPUASAN MASYARAKAT TERHADAP PELAYANAN PADA KANTOR IMIGRASI KELAS I KHUSUS TPI NGURAH RAI

This research was conducted to analyze the level of public satisfaction with services at the TPI Ngurah Rai Special Class I Immigration Office, which was motivated by the high number of complaints and requests for information as well as the lowest rating from Google reviews among other immigration offices in Bali. The results of previous research show varying results regarding the influence of tangible, reliability, responsiveness, assurance and empathy aspects on community satisfaction. The aim of this research is to determine the effect of service quality using ServQual (tangible, reliability, responsiveness, assurance and empathy) on community satisfaction at the TPI Ngurah Rai Special Class I Immigration Office partially and simultaneously. This research uses descriptive quantitative methods. The total sample was 100 respondents with sampling using the accidental sampling method. The data analysis technique uses multiple linear regression analysis with hypothesis testing using the t test and F test. The results simultaneously show that the variables tangible, reliability, responsiveness, assurance and empathy have a significant effect on community satisfaction. Partial results show that the tangible and assurance variables do not have a significant effect on community satisfaction, the empathy variable has a negative but not significant effect on community satisfaction, and the reliability and responsiveness variables have a significant influence on community satisfaction. The determination test showed that 62.9% of the variation in community satisfaction variables could be influenced by tangible, reliability, responsiveness, assurance and empathy variables.

Analysis of Public Satisfaction Levels in Gelora Bung Karno (GBK) City Forest Based on Socio-Cultural Functions

The Jakarta City Government, along with the central government, has implemented various measures to address the issue of air pollution that has become a serious problem for the city. One of the efforts undertaken is to increase the provision of urban green spaces and restore the function of the GBK City Forest as a public green open space (GOS). However, there has been no research showing the public's perspective and satisfaction with the utilization of the GBK City Forest. This study aims to determine the level of public satisfaction with the GBK City Forest based on social-cultural functions. The assessment indicators used to measure public satisfaction in this study are based on the theory of cultural ecosystem services developed by Shijie Gai et al. The data used in this study were obtained using mixed methods data collection techniques through questionnaires (quantitative) as well as in-depth interviews and literature studies (qualitative). Based on the results of the study, it can be concluded that the majority of the public is highly satisfied with the utilization of the social-cultural functions of the GBK City Forest. However, some people still complain about the lack of supporting facilities for recreational activities and the disturbances from external parties that make them feel uncomfortable when engaging in activities at the GBK City Forest. Therefore, it is important for the government and the GBK City Forest management to consider public feedback and improve the quality and safety of the existing facilities.

Penerapan Sistem Penilaian E-Kinerja dalam Perspektif Indeks Kepuasan Masyarakat pada Kantor Imigrasi Kelas I Non TPI Karawang

Employee performance assessment serves as a crucial tool in gauging individual effectiveness and contribution, while also providing feedback and development strategies to enhance future performance and productivity. The Karawang Immigration Office has implemented an e-performance appraisal system that takes into account the public satisfaction index. This system incorporates data from public satisfaction surveys, employee performance data, and regulatory data as inputs. The assessment process utilizes a scoring method tailored to the employee's performance indicators. This research aims to explore the e-performance appraisal system at the Karawang Immigration Office from the public satisfaction perspective. Employing a qualitative descriptive approach, the study utilizes three data collection methods: interviews, observations, and document studies. The findings indicate that the implementation of the e-performance appraisal system based on the public satisfaction index at the Karawang Immigration Office has been successful. The system encourages improved employee performance and public satisfaction with the Karawang Immigration Office.

Digital Public Services in Indonesia Show High Satisfaction and Adaptation Challenges Remain

General background: Public service is an essential function of government, aimed at fulfilling citizen needs through the provision of goods, services, and administrative support in accordance with regulations. Effective public service requires continuous bureaucratic reforms. Specific background: Lemujut Village, in collaboration with the Population and Civil Registration Service of Sidoarjo Regency, introduced the Online Service (Plavon) application to improve population administration and civil registration services. However, the effectiveness of the Plavon application remains underexplored. Knowledge gap: There is limited research on the effectiveness of digital public service platforms like Plavon in rural Indonesian settings, particularly in terms of productivity, efficiency, satisfaction, and adaptability. Aims: This study aims to evaluate the effectiveness of the Plavon application in improving public service quality in Lemujut Village by analyzing five key elements: productivity, efficiency, satisfaction, adaptation, and development. Results: Findings indicate that productivity is high, with Plavon operators following procedures and maintaining public trust. However, efficiency is lacking, as some administrative processes fail to meet service time standards. Community satisfaction is notably high at 98.98%, but adaptation to digital services remains suboptimal due to inadequate socialization. Development efforts, such as coordinating via WhatsApp and establishing a call center, show significant progress. Novelty: This study provides a detailed evaluation of the Plavon application’s impact on village-level public services, highlighting the role of digitalization in improving service delivery while identifying challenges in community adaptation and efficiency. Implications: The findings suggest the need for enhanced socialization of digital services and continued development of digital infrastructure to ensure equitable access and efficiency in rural public services. Highlights: High public satisfaction, but service delays persist. Digital adaptation slow due to lack of community awareness. Effective coordination boosts service improvement efforts. Keywords: Public service, digital platform, Plavon, effectiveness, rural Indonesia

Building Communicative Competencies for Future Leaders: An Analysis of Public Administration Curricula in Kazakhstan

This study aims to identify issues related to developing communicative competencies among public servants by examining the educational programs, catalogs of academic disciplines, and competency models of graduate programs in Public and Local Administration at universities in Kazakhstan. We analyzed publicly available information from higher education institutions' web pages on training programs, course descriptions, and key competencies in relevant fields. It was revealed that universities in Kazakhstan provide limited information about their programs, thus we referred to comprehensive data from unified higher ed platform from Ministry of Science and Higher Education of the Republic of Kazakhstan. The analysis indicates that program administrators often neglect communicative competencies while building curricula. In most cases, they are subject to specific courses such as Governance Psychology and Human Resources, with the content varying considerably from one university to another. The Academy of Public Administration under the President of Kazakhstan is the only institution offering robust courses dedicated to this area. The expected outcomes include skills in public speaking, interaction with the public and media, business correspondence, conflict resolution, and knowledge of organizational culture and ethical behavior. Considering the importance and growing attention to the effect of the communication skills of civil servants for public satisfaction, this study concludes that Kazakh universities should ensure the inclusion of communication competencies into Public Administration programs. Such additions could enhance the preparation of prospective public servants, aiding them in their professional roles and during employment selection processes.

The Influence of Work Motivation on Bawaslu Employees in Bogor Regency on Public Satisfaction

Motivation is a factor that encourages a person to carry out certain activities, therefore motivation is often interpreted as a factor driving a person's behavior. Motivated employees tend to work better in carrying out their duties. Public satisfaction with Bawaslu's performance is an important indicator of Bawaslu's success in carrying out its duties. People who are satisfied with Bawaslu's performance tend to have higher trust in the election process. This study uses a quantitative approach with Work Motivation (X) and Public Satisfaction (Y) as variables. It sampled 18 employees and 18 public members using observation, interviews, and questionnaires. The correlation between work motivation and p satisfaction was 0.351, indicating a weak influence. The t-test showed no significant effect (tcount = 1.486, ttable = 1.746). The coefficient of determination (R²) was 0.121, meaning work motivation affects public satisfaction by 12.1%.

The Influence of Service Standard Operating Procedures (SOP), Competence, Innovation on Public Satisfaction Through Service Quality as an Intervening Variable at the Balai Karantina Pertanian Kelas I Batam

This research aims to determine the effect of implementing Service Standard Operating Procedures (SOP), Competency and Innovation on Community Satisfaction through Service Quality as an Intervening Variable. The sample for this research was 105 service users of the Balai Karantina Pertanian Kelas I Batam. The technical analysis uses the path analysis method, namely specifi direct effects and specific indirect effects. The results of the research show that Standard Operating Procedures for Services have a direct effect on service quality, competence does not have a direct effect on service quality , innovation has a direct effect on service quality, service quality has a direct effect on community satisfaction, Standard Operational Procedures of Service has a direct influence on community satisfaction, competence has no direct influence on community satisfaction, innovation has a direct influence on community satisfaction, standard operational procedures of service has no effect on public satisfaction through service quality, competence has no direct effect on public satisfaction through service quality, innovation has no direct effect on public satisfaction through service quality.

Comparative Analysis of Job Satisfaction of Public and Private University Teachers, A case of an emerging Economy

Comparative Analysis of Job Satisfaction of Public and Private University Teachers, A case of an emerging Economy

Impact of air pollution perception on environmental governance satisfaction

This study critically examines the factors influencing satisfaction with environmental governance in China, focusing on air pollution perception, environmental tax, and government trust within the Environmental, Social, and Governance (ESG) framework. Utilizing data from Chinese societal surveys, the research investigates the impact of air pollution perception on environmental governance satisfaction, as well as how this relationship is mediated by environmental tax and moderated by government trust. The findings reveal a strong inverse correlation between air pollution perception and satisfaction with environmental governance, highlighting the direct impact of environmental challenges on ESG outcomes. The relationship is nuanced by regional and demographic variations, highlighting the diverse impact of air pollution perception across different segments of society. The study also reveals the pivotal role of environmental tax in mediating this relationship, suggesting that tax policies can effectively enhance ESG strategies. Additionally, government trust is identified as a key moderating factor, underscoring the importance of trust in governance for the effectiveness of ESG practices. This research contributes to the broader field of air pollution perception and environmental governance, providing valuable insights into the complex interplay between public perception, tax policy, and trust in government. It offers practical implications for policymakers seeking to use taxation and trust-building measures to mitigate pollution and improve public satisfaction with environmental governance within the ESG ambit.

Performance information, expectations and satisfaction with public service delivery in the context of co-production initiatives

ABSTRACT Many studies on public service satisfaction have treated citizen expectations to be exogenous, focusing mainly on how these expectations influence satisfaction. This study examines how performance information shapes predictive and normative expectations in the context of co-production initiatives in Dutch primary education, and in turn examines how updated performance information and expectations jointly determine satisfaction with public services. A survey experiment among 1,307 parents with school-attending children shows that performance expectations are endogenous to prior school performance, but not to co-production initiatives. Our analysis provides evidence that citizens’ expectations strengthen the negative effects of performance decline on satisfaction.

Impact of health policy changes on population health

Recent health policy changes have had a profound impact on population health, reflecting diverse approaches and outcomes across different regions. The affordable care act (ACA) in the United States expanded healthcare coverage, improving access to preventive services and chronic disease management. Despite these advancements, disparities in health outcomes persist, particularly among minority and low-income populations. In Europe, universal healthcare systems like those in Germany and the Netherlands have achieved near-universal coverage and high public satisfaction. However, socioeconomic inequalities continue to influence health outcomes, necessitating policies that address broader social determinants of health. Low- and middle-income countries (LMICs) have implemented universal health coverage (UHC) initiatives, such as Thailand's UHC scheme and Rwanda's community-based health insurance. These reforms have led to significant improvements in maternal and child health, reduced out-of-pocket expenditures, and increased healthcare utilization among the poor. However, disparities between urban and rural populations remain a challenge, underscoring the need for comprehensive strategies that strengthen healthcare systems and infrastructure. Future directions for health policy improvement include addressing health disparities, integrating technology, and promoting preventive care. Community-based interventions and cultural competency training for healthcare providers can reduce disparities and enhance patient satisfaction. The integration of telemedicine, electronic health records, and health information exchanges can improve care coordination and access to services, although equitable access to digital health tools is essential. Emphasizing preventive care through increased funding, incentivizing providers, and raising public awareness can significantly reduce the burden of chronic diseases. Engaging patients in their healthcare decisions and promoting shared decision-making fosters a collaborative and effective healthcare environment. Policymakers must adopt comprehensive and adaptable strategies to address persistent disparities, integrate technology, and promote preventive care, ultimately leading to more equitable and effective health outcomes for diverse populations.

Analisis Kualitas Pelayanan Publik pada Kantor Kepala Desa Bulakwaru Kecamatan Tarub Kabupaten Tegal

The study uses a qualitative approach to examine the quality of public services at the Bulakwaru Village Head Office. This approach was chosen to gain a comprehensive and in-depth understanding of the dynamics and quality of the services provided. Data collection techniques include in-depth interviews with staff and service recipients, participant observation of the service process, and analysis of relevant documents. The research aims to measure and analyze the quality of services at the Bulakwaru Village Head Office, Tarub District, Tegal Regency, to identify factors affecting public satisfaction and provide recommendations for improving the quality of public services, particularly at the Bulakwaru Village Head Office. The study results indicate that while some elements of service are functioning well, several aspects need improvement, particularly in terms of speed and responsiveness. Recommendations from this study include staff training and facility improvements to support better service delivery. These findings are expected to assist stakeholders in developing strategies to enhance the quality of public services in this area.

Evaluating Public Satisfaction and Its Determinants in Chinese Sponge Cities Using Structural Equation Modeling

Public satisfaction is an important indicator of the success of environmental policies and management practices. China’s sponge city development (SCD) initiative was launched in 2014 and has received international attention for its technical advancements and environmental achievements. Public satisfaction, however, has not been fully investigated in cities transformed by SCD. This study uses public surveys and structural equation modeling to evaluate people’s satisfaction with SCD in four pilot sponge cities, and how familiarity with SCD, perceived benefits, concerns about adverse effects, and trust in government influence satisfaction levels. The results show that people in the four cities were, on average, slightly satisfied with SCD. Familiarity, perceived benefits, and trust in government were significant determinants of public satisfaction. On the contrary, concerns about the adverse effects of SCD did not significantly influence people’s satisfaction. Moreover, a mismatch was found between government-led evaluation outcomes and satisfaction measured here. This study highlights the importance of social and perceived values in shaping people’s satisfaction with SCD and provides suggestions for management strategies for enhancing public satisfaction, ultimately supporting the long-term effectiveness of urban stormwater management programs.