Public Service Satisfaction Research Articles

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.

Research on the Influence Mechanism of Public Service Provision and Public Service Satisfaction on Residents' Happiness

The government provides public services, and the public receives them. The public's evaluation of the provision of government public services is the yardstick used to measure the quality of government services. It is also the responsibility and obligation of the government to enhance the quality of public services and the public's satisfaction. This paper primarily focuses on the correlation between public service provision, public service satisfaction, and residents' happiness. Using the CGSS2015 data as the research object, a significant positive relationship between public service provision and residents' happiness was identified through factor analysis, multiple linear regression, and intermediary effect testing. The conclusion of this paper holds significant reference value for the government in enhancing public services and improving residents' well-being.

Housing-Resources Spatial Mismatch Investigation of Affordable Housing and Policy Implementation: A Case Study from Hangzhou, China

Intensive spatial transformation and restructuring in China these years has brought the separation of residence-job, so as to residence-public services, which adversely affects people’s access and enjoyment of job and public service resources, especially for the disadvantaged populations with limited choice of residence location and insufficient access to those resources. The residents of affordable housing are among the typical disadvantaged populations under the existing affordable housing policy in China. Residence-job separation of affordable housing residents has been paid much attention in literature, but no specific study has been conducted on the residence-public services separation and the behavioral responses of the residents. Spatial mismatch theory was originally put forward to reveal the adverse labor market outcome brought about by residence-job separation, and nowadays some scholars have tried to extend the residence-job spatial mismatch to residence-other resource spatial mismatch. This research responds to both the dilemma facing by the disadvantaged affordable housing residents and the extension trend of spatial mismatch theory. By applying the spatial mismatch theory and taking several affordable housing communities of Hangzhou as examples, the study explore the problems existing in affordable housing in commuting, employment, public service and residents' behavior response. The results found that the current affordable housing policy has led to an increase in commuting costs, a decrease in employment accessibility and welfare, a decrease in accessibility and satisfaction of public services, and disruptive behavior in the affordable housing market. These problems are mainly caused by remote layout and single supply, unreasonable allocation methods, difficulty in exchanging housing units and inadequate supervision of undesirable behaviors. To alleviate the spatial mismatch between housing and resources in Hangzhou, policy suggestions could be considered from four aspects: housing layout and supply, allocation methods, housing exchange and supervision.

Analysis of the Quality of Community Satisfaction in Public Services in Tanjungpinang Class I State Detention House

This thesis research is entitled: Analysis of the Quality of Community Satisfaction in Public Services at the Tanjungpinang Class I State Detention House. This research was carried out in response to complaints from community members, especially from the families of Correctional Inmates (WBP) at the Class I Tanjungpinang State Detention House (Rutan). The aim of this research is to find out and analyze public satisfaction with public services at the Class I Tanjungpinang State Detention House and to find out and analyze the obstacles to public satisfaction with public services at the Tanjungpinang Class I State Detention House. To answer the problem formulation, researchers used research methods with a qualitative descriptive approach and data analysis techniques based on the theory of Milles & Huberman (2014). Meanwhile, to determine the level of satisfaction in public services. Researchers use indicators based on (Bernes, 2003:71), which describes the level of satisfaction with public services through five criteria, namely: Core Products or Services; Support Services System; Technical Performance; Elements of Interaction with Customers and Emotional Elements. The results of the research show that public satisfaction with the services provided by the management of the Tanjungpinang Class I State Detention House (Rutan) is not satisfactory and does not meet community expectations. It is recommended that the Head of the Tanjungpinang Class I State Detention House provide training to his employees so that they gain skills and are more insightful in carrying out their duties.

Effect of Social Class Cognition and Public Service Satisfaction on Pro-Environmental Behavior in China

Effect of Social Class Cognition and Public Service Satisfaction on Pro-Environmental Behavior in China

Fiscal decentralization and citizens' satisfaction with public services: Evidence from a micro survey in China

Our study matches multiple rounds of China Family Panel Studies (CFPS) data from 2012 to 2020 with regional macro fiscal and economic data, and explores the impact of regional fiscal decentralization on citizens' satisfaction with public services from the subjective perception of individual respondents. The study found that the increase in regional fiscal decentralization has a significant positive effect on improving the satisfaction of citizens with public services. However, due to differences in individual characteristics among the surveyed individuals, this effect has obvious heterogeneity. Mechanism analysis showed that the enhancement of local government's awareness of public service supply and the increase of regional fiscal transparency have a promoting effect on the improvement of citizens' satisfaction with public services. From the perspective of the convergence in the perception of public service satisfaction among citizens within the same province, the increase of fiscal decentralization has not effectively promoted the equalization development of public services at the provincial level in China.

Particle Swarm Optimization for Optimizing Public Service Satisfaction Level Classification

This research aims to categorize survey data to determine the level of satisfaction with the services provided by the village government as a public service provider. Villages or sub-districts currently offer services in response to community demand, although only partially or as efficiently as possible. The data collection technique used was distributing questionnaires to the village community. The method used for classification is the machine learning method. Before the classification process, feature selection is carried out at the data pre-processing stage using Particle Swarm Optimization (PSO), which has been proven to increase the accuracy of the classification values. The classification methods employed include Decision Tree (DT), Naive Bayes, Support Vector Machine (SVM), and K-Nearest Neighbor (KNN) algorithms for classification purposes. This study achieves the maximum level of accuracy in decision tree classification, attaining an accuracy rate of 97.74%. Subsequently, the KNN algorithm achieved an accuracy of 77.90%, the Nave Bayes algorithm achieved 64.4%, and the SVM algorithm, which yielded the lowest accuracy value, achieved 59.90%. Following the application of Particle Swarm Optimization (PSO) for optimization, the accuracy of the SVM and KNN algorithms improved to 98.3%. The Decision Tree algorithm achieved a value of 97.77%, while the Naive Bayes technique yielded a value of 69.30%.

Acting Performance Evaluation Governor of Aceh in 2022 Based on Key Performance Indicators (KPIs) : Key Performance Indicators (KPIs), Acting Governor of Aceh: Achmad Marzuki, Strategic Policy, Strategic Program

This research seeks to prove the hypothesis regarding the performance of the Acting Governor of Aceh using the framework of Key Performance Indicators. The measurement variables for the Main Performance Indicators are Adaptability to Change, Financial Management, Infrastructure Development, Public Service, and Stakeholder Satisfaction. Since June 2022, Aceh Province has become a new chapter of leadership after the Helsinki MoU from the Military, this is in contrast to the message of the struggle, that the Military has a place in the hearts of the Acehnese people. So the presence of the military in the Aceh leadership system is interesting to study from its performance during its tenure. This research uses a quantitative descriptive method with data sources from questionnaires via Google Forms with 100 respondents, and data processing is carried out using Smart PLS software. The results of this research show an R Square value of 0.705, thus it can be concluded that 70.5% of the variation in the performance of the Acting Governor of Aceh can be explained by the independent variables in the regression model. R Square identifies quality in the form of strong/medium/weak categories. Several KPI variables that have a significant influence on the performance of the Acting Governor of Aceh are financial management, public service, and stakeholder satisfaction, with P Values ​​of 0.011, 0.020, and 0.035, with these results the performance of the Acting Governor of Aceh was successful in achieving the Main Performance Indicators. Meanwhile, the variables adaptability to change and infrastructure development with P values ​​of 0.405 and 0.343 do not have a significant effect on the performance of the Acting Governor of Aceh on the KPI Indicators.

Enhancing satisfaction with public services: The effect of recalling personal experiences

This article contributes to the study of the determinants of satisfaction with public services and the application of the expectation-disconfirmation model to public services. This is relevant for a better understanding of the mental processes that determine public service satisfaction and the role that personal experiences play in this. The study is based on a survey experiment on public healthcare provision in Catalonia, where citizens were primed to describe positive and negative experiences. The results show that when there is high personal involvement in the form of an affective reaction there is a positive effect on satisfaction. This effect is stronger among those individuals who demand more from pubic organizations, give lower ratings to public services, and are less willing to change their judgements considering the particular social and economic context. Priming citizens into recalling their positive encounters with public services is an interesting way to battle the anti-public sector bias in the provision of public services through an ethically acceptable intervention.

The relationships between political-economic typology and public service satisfaction: an empirical evidence from Türkiye

PurposeThere are many factors that determine consumers’ satisfaction. Specifically, the current study examines how political-economic views affect the perception of public services. This study also aims to extend the relationship between public service satisfaction and political-economic opinion from an empirical perspective.Design/methodology/approachThe analysis process is carried out with the Microdataset of the Life Satisfaction Survey. Independent sample t-test which compares individual public service satisfaction ratings and ordinal probit regression models assesses the impacts of political-economic attitude on public service satisfaction.FindingsAccording to the findings, household size and gender impact public service satisfaction. Again, service satisfaction diminishes as the education level rises. Moreover, a person’s political-economic view affects their public service satisfaction. The study has the potential to literature in terms of determining society’s political-economic view on public services with these empirical results.Research limitations/implicationsThe study’s use of the state as a point of reference and quantitative and qualitative evaluation of the service exchange between the citizen and the state is a significant difference in the literature. Also, unlike the other studies, this one used microdata to test the relationship between the political-economic type and the level of satisfaction with public services at different levels. It is thought that future studies on the determinants of public service satisfaction, to be carried out in different country samples, will contribute to the field.Practical implicationsThis study has implications on whether the perception of public service varies according to partisanship status.Social implicationsThis study has implications on whether the perception of public service varies according to partisanship status.Originality/valueThis study determines the interaction between the political-economic typology derived from microdata and the satisfaction level variables related to public services offered at different levels. It also evaluates how public service satisfaction differs regarding personality traits and political-economic attitudes.

Public Service Satisfaction Analysis in Village and District: A Comprehensive Examination

This study investigates community satisfaction with public services in Banjarasri Village, Tanggulangin District, Sidoarjo Regency, employing a qualitative descriptive design with a mix of qualitative and quantitative methods. Using a sample of 334 randomly selected respondents, the research assesses satisfaction across nine indicators outlined in the Decree of the Minister for Administrative Reform and Bureaucratic Reform. While overall satisfaction is observed, the study reveals a neutral sentiment towards service time, indicating a need for improvement in this specific aspect. The average value of 3.17 suggests a positive community response. The implications of these findings underscore the importance of enhancing service time to further elevate public satisfaction with local services, contributing to the broader discourse on effective public administration.Highlight : Comprehensive Assessment: This study conducts a thorough evaluation of community satisfaction with public services in Banjarasri Village, encompassing various dimensions outlined in the Ministerial Decree. Service Time Neutral Outlook: The research identifies a neutral sentiment towards service time, emphasizing the critical need for targeted improvements in this specific aspect of public service delivery. Mixed Methods Approach: Employing a qualitative descriptive design with a mix of qualitative and quantitative methods, the study provides a nuanced understanding of community perceptions, offering valuable insights for local governance and public administration Keywords: Community Satisfaction, Public Services, Qualitative Research, Service Time, Local Governance

Pengaruh Akuntabilitas Pelayanan Terhadap Kepuasan Masyarakat Didalam Pelayanan Publik Di Kelurahan Waihaong Kota Ambon

Waihaong Village is one of the villages in Nusaniwe Subdistrict which is the spearhead of services to the community and is also referred to as a public service base. some of the problems encountered in the service section are that there are still complaints from the public about the service of making business certificates that are so convoluted and take a long time. This is because people who want to get services are less informed. Service is less satisfying in terms of employee friendliness to the community. This study aims to determine "The Effect of Service Accountability on Community Satisfaction in Public Services in Waihaong Village, Ambon City. The sample taken was 25 respondents using probability sampling technique with purposive sampling approach. The method used in this research is simple linear regression analysis method with the help of SPSS 29 software, obtained the regression equation Y = 0.925 + 1.000. From the research results the hypothesis produces a "t-count" value of 4,271 with a probability of 0.000 or (p <0.5).

Analisis Kesuksesan Aplikasi M-Paspor di Kota Batam dengan Menggunakan Model Delone dan Mclean

M-Paspor is a new version of the APAPO application launched at the end of 2021. Since the launch of the M-Paspor application, Indonesian citizens have been directed to submit passport queue applications through the M-Paspor. Batam City is a city that is on international shipping routes and borders directly with Singapore and Malaysia. With these advantages, many Indonesian citizens travel through the City of Batam, causing passport applications in the City of Batam to increase. This research aims to analyze the success of the M-Passport application in the City of Batam using the DeLone and McLean model. The method used in this research is a mixed method of qualitative and quantitative, with 30 qualitative data and 500 quantitative data collected. This research utilizes SPSS and AMOS technology to test validity, reliability, SEM, descriptive statistics, and R Square. The results obtained from this research show that all dependent variables have a positive effect on the independent variables with R Square values obtained as much as 61.3%, 58.9%, and 61.9%. By conducting this research, it is hoped that it can help M-Paspor application developers and the TPI Batam Class I Immigration Office to pay more attention to the quality of information, systems, and services from M-Paspor to improve increase public user satisfaction in public services.

An Exploration of the Role of Quantitative Management Techniques in Public Service Satisfaction Enhancement

Abstract Under the background of service-oriented government construction, quantitative management techniques have been widely used in public services, and it is more and more important to study the relationship between them and public service satisfaction. In this paper, the quantitative management strategy of public service is proposed based on the relationship between public service satisfaction and quantitative management technology. Then, a quantitative Kano model is used to analyze the audience demand for public services. Finally, the effect of improving public service satisfaction is evaluated using the independent sample t-test method. The ranges of values of satisfaction X when the quantitative management technique is not used, satisfaction Y when the technique is used, overall importance r, and overall satisfaction α are [0.2248, 0.6402], [0.3239, 0.8441], [0.4016, 0.9587], and [0.6099, 1.3579], respectively, and the fact that X<Y and the values of r and α are higher suggests that quantitative management techniques have an enhancing effect on the satisfaction of public service demand. The public service satisfaction scores of the group using quantitative management techniques are all greater than those of the group not using them, and the significance of the t-tests of the four satisfaction dimensions of public services are all less than 0.05, indicating that quantitative management techniques have a significant effect of enhancing the satisfaction of public services in all dimensions. This paper provides empirical evidence for the use of quantitative management techniques to improve user satisfaction and promote the development of high-quality public services.

The impact of e-service quality on public trust and public satisfaction in e-government public services

Responsive, timely, and friendly service quality plays a central role in shaping trust between the government and citizens. With the improvement of service quality, the public feels valued and heard, reinforcing the mutual trust relationship between the government and citizens. In this regard, technology-enabled service processes can streamline time and cost, while automation reduces the risk of human errors. Through web platforms or applications, the government can provide easier access for citizens to various services without the need to physically visit government offices. Good and quality public services are not only aimed at meeting the practical needs of the public but also play a role in shaping the mutual trust relationship between the government and citizens. Therefore, the concept of e-service quality, which encompasses the quality of services provided through electronic platforms, becomes crucial. The objective of this research is to explore the extent to which e-service quality can influence the level of public satisfaction. The research method employs a quantitative approach using primary data sources, where random sampling is applied as the sampling technique. The research respondents are citizens using digital public service platforms organized by the local government of Jakarta. The sample size used in this study is 262. The variables tested in this research involve e-service quality, public trust, and public satisfaction. In analyzing the data, this research utilizes SmartPLS 4 software. The analysis results show that e-service quality has a significant influence on the formation of public trust. Furthermore, findings indicate that e-service quality also significantly affects public satisfaction. However, the analysis results do not support the idea that public trust mediates the relationship between e-service quality and public satisfaction. This signifies that while public trust directly contributes to public satisfaction with public services, other unmeasured factors also play a role in shaping public perceptions and satisfaction.

The unanticipated role of fiscal environmental expenditure in accelerating household carbon emissions: Evidence from China

Fiscal environmental expenditure (FEE) is crucial to achieving climate change mitigation targets; however, its role in reducing household carbon emissions has received little attention. By matching household-level data from the Chinese General Social survey 2015; Cgss 2015) with city-level data, this study investigated the impact of FEE on household carbon emissions. The results show that FEE significantly increased household carbon emissions through reduced satisfaction with environmental governance. Meanwhile, public service satisfaction, household income, energy intensity and location are important moderating mechanisms. Moreover, FEE has a more significant impact on carbon emissions for households with urban hukou status and light burdens, as well as for those living in big northern cities with a slow GDP growth rate. This study reveals the unexpected mechanism underlying FEE's impact on carbon emissions in the household sector.

How public participation based on the theory of new public management affects the study of public service satisfaction -empirical research conducted by CGSS2015 data

This article uses the data of China's comprehensive social survey in 2015. Based on the theory of new public management, the method of using a linear regression model to study the impact of public participation on public service satisfaction. The results of the research are as follows: Of the three specific contents of the public participation, the public participation and public participation effect have a positive impact on public services, and there is no obvious relationship between public willingness and public service satisfaction. Therefore, the government should increase public service satisfaction, which can give the public more and more unblocked channels for participation, and improve the effect of public participation.

Does fiscal decentralization really matter for public service satisfaction?

ABSTRACT This study explores the impact of Chinese fiscal decentralization on public service satisfaction using the China Family Panel Studies (CFPS) data from 2012 to 2020. The findings reveal that fiscal decentralization has a significantly positive effect on public service satisfaction in China. This result remains robust when subjected to various tests. Moreover, this study finds that the enhancement of public service satisfaction is more pronounced in the eastern regions, compared to the central and western regions. Additionally, this study suggests that both economic pressure and corruption have a negative moderating effect on the promotion of fiscal decentralization on public service satisfaction, while marketization has a positive moderating effect. These findings provide a deeper understanding of the factors that promote public service satisfaction in China.

공직 내 적극행정의 내·외재적 선행요인에관한 실증분석

Proactive administration is important in that it is emphasized not only in terms of the internal mission for providing improved services to the public, but also in terms of strengthening government capabilities in the global society. Accordingly, public officers' motives, perceptions, and attitudes were divided into intrinsic and extrinsic factors, and the impact on proactive administration was analyzed by intrinsic factors; public service motivation, public service satisfaction, organizational commitment, also external factors; recognition of remuneration, welfare and work support. In addition, it tried to delve whether work autonomy and transformational leadership control this relationship at the organizational level.
 As a result of the analysis, we revealed that public service motivation and organizational commitment as intrinsic factors, and remuneration recognition and welfare recognition as external factors had a positive effect on active administration. In addition, the cross-level interactions of 1) public service motivation and transformational leadership, 2) remuneration recognition and transformational leadership, 3) public office satisfaction and work autonomy, 4) remuneration recognition and work autonomy showed meaningful moderating effects on active administration.
 This study tried to shed light on the effectiveness of various factors related to public officers with internal and external viewpoints, confirming the influence of the interactions of organizational management variables, as well as providing major theoretical, policy, and practical implications on the basis of the empirical results.

The Role of Public Relations in Increasing Public Service Satisfaction in the Elimination of Dependent Rights (ROYA) and Increasing Rights (PH) at ATR/BPN Mall Bekasi Public Service Trade Center Bekasi City

Public relations has a role to run an organization. The role of public relations is public relations as a party to find solutions to problems with the public, as a mediator between the organization and the public, as an advisor and decision maker of the problems faced, as a technical communication service. Public services cannot be separated from communication activities because communication acts as a tool in the process of transferring knowledge from a communicator (public relations staff) to a communicant (customer). Good service quality affects satisfaction, without proper service there will be no satisfaction. Oleh sebab itu, kualitas pelayanan harus mencakup lima dimensi yang dikembangkan oleh Parasuraman, Zeithaml dan Berry (dalam Tjiptono dan Chandra, 2011:133) yaitu bukti fisik (tangibles), reliabilitas (reliability), daya tanggap (responsiveness), jaminan (assurance), dan empati (empathy).Jenis Pelayanan yang akan dibahas adalah oleh penulis adalah Pendaftaran Penghapusan Hak Tanggungan (ROYA) dan Peningkatan Hak (PH). Penghapusan Hak Tanggungan merupakan sertifikat yang harus di proses jika pemohon telah melunasi pinjaman dengan pihak Bank agar di kemudian hari ingin melakukan transaksi dengan Bank mudah untuk diprosesnya dan jika sertifikat ini mau di jual kepada pemilik yang baru tidak terkena hambata