Public Service Model Research Articles

Construction of the national fitness public service satisfaction model in China based on American Customer Satisfaction Index.

The national fitness initiative in China is a strategic priority, public satisfaction is a key metric for evaluating the effectiveness of public services. The American Customer Satisfaction Index (ACSI) model has proven a robust tool for evaluating satisfaction with public services. The objective of study was to construct a satisfaction model for national fitness public services in China based on the ACSI framework and to explore the complex relationships among its components. Evaluation dimensions and an item pool were carefully developed by referencing the ACSI model and relevant academic literature. After a panel of experts assessed the initial items pool, the study formed the questionnaire to distribute the residents in Guangzhou, a total of 1,133 valid responses were collected. Data analysis was conducted using SPSS 22.0 and AMOS 16.0 software to evaluate the reliability and validity of the measurement model, the goodness-of-fit of the structural model, and analyze the statistical significance of each path coefficient. Public expectation does not directly influence satisfaction (path coefficient 0.039, p = 0.103), it exerts a significant and direct influence on perceived quality (path coefficient 0.445, p = 0.003), which in turn demonstrably shapes public satisfaction (path coefficient 0.403, p = 0.005). Perceived quality also directly influences perceived value (path coefficient 0.735, p = 0.006), which in turn significantly impacts public satisfaction (path coefficient 0.554, p = 0.003). Public satisfaction directly and significantly influences both public complaints (path coefficient 0.395, p = 0.003) and public trust (path coefficient 0.699, p = 0.003). Perceived quality is the most critical factor influencing public satisfaction, which subsequently affects public complaints and trust. Fitness service providers should consistently improve service quality, aligning actual service delivery with public expectations, and enhancing the perceived value for the public. These efforts will bolster the public's satisfaction level.

The Correlation Between Organizational Characteristics and Performance of African Ports: The Moderating Effect of Governance Reforms

The main objective of this study was to determine the moderating effect of governance reforms on the relationship between organizational characteristics and organizational performance. Structured questions in the form of questionnaires were employed to collect primary data targeting executive managers of 54 container-handling seaport terminals in Anglophone Africa who are conversant with port operations and management. Some data was also obtained from the websites of the ports and regional port management Associations. The response rate was 83.6%. Out of these responses, 46 terminals (78%) were found to have adopted the landlord model while 10 terminals (22%) were found to be using the public service model of operations. The reliability and validity of the indicator items were ascertained through diagnostic tests. Model fitness was confirmed by the use of Standard Root Means Square Residual (SRMR) and Normed Fit Index (NFI). Partial Least Squares Structural Equation Modelling (PLS-SEM) using Smart-PLS 4.0 software was used for data analysis and measurement model estimation to test hypothesis which stated that there is no significant moderating effect of governance reforms on the relationship between organizational characteristics and the performance of seaports in Anglophone Africa. The findings established positive and significant moderating effect of governance reforms on the relationship. The study concluded that the landlord model of governance reforms enhances performance thereby creating competitive advantage for ports in Anglophone African. The study also finds that seaports in Africa, seen from both theoretical and empirical point of view are increasingly identifying themselves with port governance reform models. The study recognizes that the landlord model of port governance is dominant amongst African seaports and concludes with the recommendation that all African seaports that are still operating as public service ports should reform and adopt especially the landlord model in order to experience remarkable performance improvement and maintain competitive advantage.

Examining Macro-Level Barriers and Facilitators to Scaling Up Integrated Care from a Complexity Perspective: A Multi-Case Study of Cambodia, Slovenia, and Belgium.

The 'Scale-Up diaBetes and hYpertension care' (SCUBY) project provides evidence on scaling-up integrated care (IC) in Cambodia, Slovenia, and Belgium. This paper examines macro-level barriers and facilitators to scaling up IC in these settings. We used a multi-case study design, with each country being a case. Document review, focus groups, and stakeholder interviews were conducted. The WHO health system building blocks guided the thematic analysis. We then visualised and examined the interlinkages between barriers in each country. Common challenges to scaling up IC across the three health systems relate to: governance and leadership; health workforce; inadequate health financing system; and fragmented health information systems. In Cambodia, access to non-communicable disease (NCD) services and medicine are important issues. IC scale-up is facilitated by its strong governance and public health service model in Slovenia but health workforce shortages risk progress. In Belgium, the fragmented governance system and predominant fee-for-service provider payment are important barriers. A common response to health workforce and workload challenges was task shifting: to primary care nurses in Belgium, peer supporters in Slovenia, and community health workers in Cambodia. Examining differences and similarities between barriers in each health system stimulated reciprocal learning. Interactions between health system barriers in specific contexts require further attention to move complex health systems forward.

How Does Government Intervention Affect Community Residents’ Satisfaction with Public Services—Evidence from CSS (2021) in China

The traditional model of community public service in China is experiencing a nuanced transformation, which has been spurred by increased government involvement and the growing openness of communities in the realm of public governance. Recent scholarly inquiries have revealed a strong association between the level of government intervention and the satisfaction of residents with public services. This means that communities with higher levels of government intervention typically enjoy more comprehensive public facilities and services, thereby increasing residents’ satisfaction with community public services. This article analyzes 2021 social security system data and finds that government intervention often has a beneficial impact on improving residents’ satisfaction with public services, although it may also have negative effects in certain specific areas. In addition, the impact of government participation and community openness on residents’ satisfaction is moderated by various factors such as residents’ own economic statuses and education levels. To achieve this goal, government officials and community leaders should focus on improving the nature and degree of government intervention and community openness in order to more fully meet the needs of residents and increase their satisfaction.

Public service performance in the distribution of cash assistance for female heads of poor households in Semarang City

Background: This paper discusses the performance of public services in the distribution of direct cash assistance (BLT) for female heads of poor households in Semarang City, focusing on the aspects of planning, implementation, and program impact. Methods: The research aims to analyze the effectiveness of the BLT program, evaluate solutions to challenges faced, and formulate recommendations for sustainable improvement. Findings: The research results show that thorough and responsive planning, transparent implementation, and innovative solutions can enhance public service performance. The BLT program has a positive impact on empowering female heads of households through economic strengthening and active participation. Semarang City has successfully created a model of successful public service, providing hope for a higher quality future for female heads of households. Conclusion: Recommendations include increasing digital literacy and evaluating gender-responsive policies to support inclusive and sustainable development. Novelty/Originality of this Study: The study uniquely highlights the specific challenges and successes in the distribution of Direct Cash Assistance (BLT) to female heads of poor households in Semarang City, emphasizing the importance of gender-responsive policies and the empowerment of women. Its originality lies in its detailed focus on planning, implementation, and impact analysis, providing a model for improving public service performance in similar urban settings.

ACCELERATION OF DIGITAL-BASED PUBLIC SERVICES CASE STUDY AT THE INVESTMENT AND ONE-STOP INTEGRATED SERVICE OFFICE IN BELU DISTRICT

The objective of this study was to analyze and describe the acceleration of public services at the Investment and One-Stop Integrated Service Office, analyze supporting and inhibiting factors, and formulate a digital-based public service model. The collection techniques were used to obtain accurate, actual and comprehensive data in accordance with the problems and focus of the study, such as interview, observation, and documentation. The results of the study showed a consistent tendency (trend) in public services in improving the performance of public service delivery in Belu District.

Inovasi Model Kebijakan dalam Meningkatkan Kualitas Layanan Kemahasiswaan: Suatu Tinjauan Literatur

This article or writing aims to discuss or find out about a problem that arises in the literature review of thirty journals related to the quality of student services so that later a policy model or framework can be provided to answer existing problems. The problems found in the literature review are focused on public services or student services. To approach this problem, Edward's theory is used as a reference, which consists of four variables, namely those related to communication, resources, disposition, and bureaucratic structure variables. Then the data is taken or collected through literature study or analysis of the thirty journals and then analyzed qualitatively. This study concludes that the Student Service Policy Model Innovation produces a model consisting of five alternative policy concepts or a mixture of public service models and public policy implementation models, namely Improving Financial Management, Development of Infrastructure and Digital Services, Improvement of Administrative Services, Improvement of Assurance and Empathy Aspects and Optimization of Library Services.

The potential of the P-graph for optimizing public service processes

AbstractThe European Union set out several directives and standards for governments and local authorities on environmental policy issues in the planning and management of public services. Public service provisioning is subject to both traditional expectations (such as customer-friendliness and efficiency) and new environmental stewardship and sustainability expectations. This paper analyzes public service processes, particularly the university enrolment process. Our analysis used public service models (Service Blueprinting, Business Process Modeling, Process Chain Network) and a mathematical model (P-graph). Our research aims to analyze the university enrolment process and its efficiency, considering sustainability aspects and expectations and identifying the points that can be modified and improved to make it more efficient, sustainable, qualitatively positive, and economical. According to our research, school administrators are overburdened during the enrolment process, often resulting in overtime work and a high turnover ratio. Our results clearly show the high inefficiency of this administrative process, as administrators can only partially meet their expected labor targets during their regular working hours. We found that the university enrolment process can be improved and made more efficient and sustainable. Using the P-graph, we have found the process’s optimal path and resource requirements in a way that was not feasible with previous models. Heartened by these results, we propose introducing and applying the P-graph as a new model to study other public service processes. Graphical abstract

RESEARCH ON PUBLIC SERVICE GOVERNANCE IN URBAN FUTURE COMMUNITIES

With the increasing importance of communities in social management and social life, community governance has gradually become a focus in theoretical and practical fields. This paper reviews relevant studies on community governance in recent years to sort out the connotations of community and community public service and takes Hangzhou Qicai community, one of the first pilot "Future Communities," as a research sample to explore the governance model of community public service and selection criteria of community governance model from nine living scenarios, with a view to providing new ideas for modern grassroots governance, community construction, and operations under the framework of multiple subjects.

The Role of E-Government in the Promotion of Municipal Service Delivery in South Africa

The advent of the fourth industrial revolution necessitates that government institutions move away from the traditional paper-based system to an electronic system. Many countries in Africa, including South Africa, have adopted the e-government system as one of the main delivery channels for municipal services and information to society (Mafunisa Consulting, 2021). However, despite the government's ability to establish a new public service model where all government agencies provide their constituents with modern, streamlined, and seamless services (Norris and Moon, 2005). Municipalities in South Africa are regarded as entities that provide direct services to the citizens, however are not financially self-sufficient and often lack the necessary infrastructure such as ICT infrastructure to carry out their duties to deliver e-services to the society at large (Development Bank of South Africa, 2023). Many people in rural areas are affected by the lack of ICT infrastructures and basic digital literacy to enable the participation and accessibility of digital services. Therefore, for the society to participate in e-government, it should be proficient with ICT skills, assisted by the availability of ICT infrastructure within their area. As a result, these people are left out of the participation of e-government services due to the complexities associated with the lack of ICT infrastructure. Because the ICT infrastructure is the backbone and a critical component for implementing the e-government system to ensure digital public administration. Therefore, the study examines the role of e-government in the promotion of municipal service delivery within the South African public sector environment. The main objective of the study is to establish the best electronic government mechanisms that will help the South African government in delivering sustainable services. The study adopted a qualitative research methodology with specific reference to a conceptual approach based extensively on secondary data.

Corporate crime and conspiracy in contemporary television: Power, profits and paranoia

Television’s status as a medium that is firmly regulated and at times derided as a ‘vast wasteland’ suggests that it is not necessarily the place in which to find cultural critiques. Yet, such a viewpoint is ahistorical; whether operating on a public service or commercial model, both UK and US television share a significant history of series – both sitcoms and dramas – which offered both occasional and sustained criticisms of the products and results of a corporate culture that only grew stronger throughout the twentieth century. In this article, we not only introduce the Special Issue ‘Corporate Crime and Conspiracy in Contemporary Television’, but offer an overview of both UK and US television, from their earliest forays to contemporary shows, that have addressed corporations’ bad behaviour across decades and genres.

Laboratórios de inovação à luz do modelo do Novo Serviço Público

Abstract Purpose: This article aims to propose a conceptual framework indicating how innovation labs can improve public service provision in the light of the New Public Service (NPS) model. Originality/value: The article discusses the relations and theoretical approaches of innovation labs at the interface with the NPS model through a framework; this is relevant, given the possibilities that these spaces provide for enhancing innovation in services and collaboration in the public sector, allowing knowledge exchange and individual and collective learning. Design/methodology/approach: This is a theoretical essay carried out through a non-systematic literature review. We collected information from books, scientific papers, theses, and dissertations on the Google Scholar platform. Data collected were discussed in view of NPS’s potential connections and implications, considering laboratories as intermediaries of innovation for enhancing the quality of public services through innovative solutions. Findings: Innovation labs are dynamic and collaborative environments that seek to fix shortcomings identified in the traditional policy approach and in designing public services. They are also considered border spaces, acting at the direct interface with citizens and private organizations. They use innovative techniques to change how public organizations operate and stimulate the building of collaborative networks. However, individual, collaborative, and structural barriers may limit the proposition of innovative solutions for public services and the scope of these laboratories for incorporating NPS elements.

Artificial Intelligence Technology Enabling Innovation in Museum Public Cultural Service Models

Abstract In this paper, we constructed an artificial intelligence model of environment perception and human body perception, and after filtering the irrelevant information in the environment, we collected and analyzed the three-dimensional information of the environment to realize the intelligent perception of the environment. Aiming at the transient noise that may occur in the robot’s operating environment, a time threshold is added on the basis of the traditional double threshold endpoint detection algorithm, which effectively eliminates the influence of transient noise on endpoint detection and realizes non-contact continuous speech recognition. Then the data of the perceived human body was analyzed to understand the perception of the human body by artificial intelligence. Finally, a model for museum public cultural innovation services was constructed based on AI, and the effects of AI on public cultural services were analyzed. The results show that people’s overall perception of intelligent services is 4.305 points, and the perceived functionality, perceived ease of use, perceived pleasantness, and level of intelligence have a significant positive correlation with the quality of public cultural services, with β-values of 0.286, 0.206, 0.068, and 0.378, respectively, and p<0.05.

Tren Publikasi Tentang Model Kepemimpinan dalam Pelayanan Publik: Suatu Analisis Bibliometrik

Research related to leadership models that focus on public service is currently experiencing an increase. This is based on the urgency of leadership in public service. With the phenomenon of the development of research on leadership models in public services, the question arises of how to apply the right leadership model for public services. On the basis of this problem formulation, this study aims to describe a leadership model in public services in the 2015-2020 period using bibliometric analysis which in the process uses the VOSViewer and Biblioshiny applications. The research results show that there are 54 keywords related to the topics discussed. Of the 54 keys found, 1,259 relationships were created between the subject and the keywords. Of the 1,259 linkages, there are 4,367 total link strengths. Based on the analysis of one of the most widely cited studies, it was found that the leadership model influences employees' innovative behavior by increasing the emotional approach. A leader can also influence his employees' behavior with the leadership model he applies. Therefore, selecting the right leadership model is necessary to create quality public services.

The Regulation Model of Public Services Based on The Integrity Zone in The Religious Higher Education in Indonesia

Since 2020, Indonesian Ministry of Religious Affairs commits to build the integrity zone in all its work units. Universitas Islam Negeri Maulana Malik Ibrahim Malang has been pointed to be the pilot project of The Integrity Zone Establishment in 2020 under the Ministry of Religious Affairs’ supervision. The emerged problem is that there is no Minimum Service Standard (MSS) as the requirement of integrity zone made by rector. This is a juridical-empirical study by applying qualitative approach. The primary data were from interview and Focus Group Discussion with structural team and academic staff who are directly involved in services in the said university. The FGD results reveal that the MSS is made based on The Organization and Work Procedures of UIN Malang, and that it is related to services in Tri Dharma both academic and non-academic. The MSS of UIN Malang must refer to Permen PAN-RB No. 10 of 2019 on the amendment to Permen PAN-RB No. 52 of 2014 concerning The Guidelines to Establish an Integrity Zone towards a Corruption Free Area and a Clean and Serving Bureaucratic Area in a Government Institution. The service regulation is also made based on international standard ISO 37001: 2016 as an anti-bribery management system that is able to provide access for complaint on bribery. This article is expected to be the policy reference for services in the State Religious Higher Education in Indonesia which follows the service standard of the integrity zone and international standard so they can lessen the corruption and collusion in the serving process.

Population health approach for health systems: public health organization, workforce and governance

Abstract Background The health systems have been evolving based on solely individual care of diseases, which is no longer sustainable. A combination of a public health and individual approach is needed, although how to deliver those population health services remains a challenge. This study explores how population health outcomes are determined by the organizational model and workforce capacity of public health services at local level. Methods Using publicly available data on organizational, geodemographic and population health characteristics of the total 55 public health units (PHU) in mainland Portugal, a fixed effects panel regression of three models was performed. The analysis considered synergies between public health workforce (medical doctors and nurses), organizational (considering a Local Health Unit (LHU) group, that includes both primary and secondary care, and non-LHU) and infrastructure characteristics, and population health outcomes (premature standardized mortality rate and life expectancy at birth (LE)). Confidence intervals (CI) at 95% and odds ratio (OR) were calculated. Results A lower premature standardized mortality rate and a higher life expectancy at birth were observed when there is one public health doctor per between 22 319.4 and 24 616.7 habitants and 25 382.5 and 27 680.0 habitants, respectively. The regression models that were run showed that PHU under a LHU model or disaggregated services are associated with an increase in the premature standardized mortality rate (OR = 1.23 [CI 95% 0.21-15.24]) and a decrease in the LE (OR = 0.50 [CI 95% 0.17-1.41]). Conclusions Health systems must promote public health services capable of delivering the essential public health functions, particularly at local level, where they must be concentrated and integrated at the same level of governance as individual levels of care, and equipped with a public health workforce adapted to the size of the population on which they must intervene. Key messages • Strengthening health systems resilience require a combination of public health and individual approaches to improve population health and tackle inequalities. • Essential public health functions require concentrated and integrated governance models and a public health workforce adapted to the size of the population.

Influencers perceived usefulness, perceived ease of use and organizational support for the use of e-performance applications using technology acceptance models in regional work units Brebes Regency

Information and communication technology development has given birth to a public service model carried out through electronic government (e-government). E-government offers public services that can be accessed 24 hours, anytime, and from wherever the user is. One form of E-Government development, namely, the performance appraisal of a State Civil Apparatus (ASN), can become more apparent, measurable, and monitored through the E-Performance application. This study aims to determine the effect of perceived usefulness and ease of use on e-performance applications using the technology acceptance model in the Regional Work Unit (SKPD) of Brebes Regency. This study uses quantitative research methods with linear regression data analysis techniques. Based on the results and discussions that have been done, perceived usefulness, perceived ease of use, and organizational support have an influence and are related to the attitude of using e-performance in the Brebes Regency. With this research, ASN employees can increase the use of the E- Performance application so that the performance that has been carried out can be recorded correctly in the employee's daily work report so that the presentation value of the employee's performance can be maximized.

The Impact of the British Broadcasting Corporation on the Canadian Broadcasting Corporation: Gladstone Murray, Special Committees on Radio Broadcasting, and the Canadian Radio League

ABSTRACT The British Broadcasting Corporation’s impact on the Canadian Broadcasting Corporation coincides with the arrival of Major Gladstone Murray to take on the position of General Manager, lobbyists for a system like the BBC, and the series of Special Committees on Canadian Radio Broadcasting Commissions in the 1930s. Gladstone Murray, a Canadian, who worked for the BBC as its Director of Publicity from 1924 to 1935, was instrumental in integrating BBC’s public service model in the CBC. This connection to the BBC cemented its impact on the CBC.

Research on Rural Typology Based on the Symbiotic Model of Rural Revitalization and Basic Public Services

The basic unit of rural revitalization is the village. Rural revitalization can be comprehensively promoted by using rural typology as an instrument for rural zoning planning, which is a significant factor. This study clarified the relationship between rural revitalization and basic public services, constructed evaluation index systems, and analyzed the symbiotic mode. The comprehensive development level and the symbiotic mode were incorporated to determine the type of village. The results showed the following: (1) The thriving industry and affluent life of Tangfang Town obviously contributed to its rural revitalization; the achievement of basic environmental improvement was eminent. (2) There are differences in the comprehensive development level of rural revitalization and basic public services among administrative villages, with an overall trend of “high in the north and low in the south”, corresponding to the industrial layout of “north industry and south agriculture” in Tangfang Town. (3) The symbiosis coefficients of all the administrative villages in Tangfang Town were between 0 and 0.5, and there was a positive symmetric mutualism relationship overall, indicating that basic public services have a significant impact and can effectively promote the process of rural revitalization. (4) Villages in Tangfang Town are divided into five functional areas—the comprehensive coordination area, potential improvement area, restricted development area, unbalanced allocation area, and backward guarantee area—and various types of optimization development strategies are proposed. As one of the top 100 demonstration towns for rural revitalization in Shaanxi Province, Tangfang Town plays a leading and exemplary role. Within the context of rural revitalization strategies, solving the problem of how to realize differentiated development in the next five years has become urgent. This study aimed to effectively promote the process of rural revitalization, provide theoretical guidance for scientific development in Tangfang Town, and promote research ideas for other towns in China.

Professional competences` formation of the customs authorities` officials under the public service model`s transformation in Ukraine

Professional competences` formation of the customs authorities` officials under the public service model`s transformation in Ukraine