Users Of Public Services Research Articles

TANGGAPAN KUALITI PERKHIDMATAN, KEPUASAN DAN NIAT TINGKAH LAKU PENGGUNA TRANSIT ALIRAN BERAT (MRT) DI MALAYSIA

The main aim of this study was to identify factors that influence the behaviour of consumers of the relatively new public transit system operating in Malaysia, the Mass Rapid Transit (MRT). Specifically, the objective of this study was to examine the relationship between perceived service quality, satisfaction and behavioural intention of MRT users in Malaysia. The structured questionnaire will be used as the primary method for collecting data from MRT users around the Klang Valley. They will be selected based on simple sampling techniques. The questionnaire developed will use instruments taken from previous studies. Feedback from MRT users to be collected at a mall intercept around Klang Valley will be analysed using Structured Equation Modelling (SEM) technique. The findings of this study are expected to help policy makers, especially transport policy to determine the direction of developing the public transport industry in Malaysia to improve the quality of life of the public service users in Malaysia, as well as contribute to the development and economy of the local and national population.

Abortion among women living with or not living with HIV/AIDS users of public health services in São Paulo municipality: prevalence, contexts and reasons

Abstract Objectives: we investigated the lifetime prevalence of abortion and life contexts and reasons reported for first abortion among women living (WLHA) and not living with HIV/AIDS(WNLHA). Methods: representative samples of 975 users of public health care reference network for HIV/AIDS and of 1,003 users of the primary care public services in São Paulo municipality were selected by cluster-stratified sampling and answered an electronic socio-behavioral questionnaire. Results: the prevalence of abortion was 11.9% (CI95%9.8-13.9) among WLHA and 3.0% (CI95%2.4-5.7) for WNLHA.Most abortions (128) among WLHA occurred before diagnosis and 28 after diagnosis or during pregnancy when diagnosis was given. The majority of women did not use any contraception at the time of the first abortion. The use of misoprostol was the most reported method. Having HIV was very important in deciding to abort for half of the WLHA. Absence of marital life and the lack of desire to have children were the most reported reasons by both groups. Conclusions: the similarity in contexts and reasons to abort among WLHA and WNLHA suggests that they share experiences molded by gender and social inequalities that affect their ability to access sexual and reproductive health resources and services.

Progressing the Conceptualization of Value Co-creation in Public Service Organizations

Abstract Value and how it is produced/created in public service organizations (PSOs) represents a current and significant issue for those researching and working in public sector management as well as public service users. Recently it has been suggested that value in PSOs is created rather than co-produced through a relationship between the service user and the service provider based on the service user’s wider life experience. Importantly, this definition shifts the emphasis from the PSO (the focus of value co-production) to the PSO service user and their wider life experience. This is by no means an agreed conceptualization; there are many and varied definitions of value and its creation process. In this article, we develop a philosophical foundation for the value creation process in PSOs, something we argue is fundamentally missing from current conceptualizations. To do this, we draw on the work of Deleuze and Guattari, repositioning the basis of value co-creation from a service logic to a logic of assemblage. We then apply this framework to a practical example of public service use to show how it can be used to make sense of reality.

The feminization of dentistry and the perceptions of public service users about gender issues in oral health.

It was investigated the perception of service users in relation to the professional practice of dentists, based on gender differences. The Primary Care Assessment Tool (PCATool) was applied to 900 users of the Public Service in Curitiba, PR, Brazil. Sixty clinics were selected using random sampling, divided between conventional Primary Health Care (PHC) Units and PHC with Family Health System Units. The attributes of PHC that compound the PCATool were analyzed. A question was added about user preference regarding the gender of the dental professional, thus generating four dyads derived from user gender/dentist gender (FF, FM, MM, MF). The attributes were linked to the dyads by applying the independent sample t test. Using logistic regression, the dyads were linked to 23 factors relating to scaled-up care in PHC. Many users showed a clear preference for being attended by female dentists. Users who prefer to be cared for by women tend to better evaluate PHC on issues related to "active listening", while those who prefer to be cared for by male dentists highlight the attributes of "care integration" and "community guidance". In other factors and attributes studied, there is no difference between the care given by men or women, regardless the unit.

Meaning and Management of Multiple Medications Among Public Mental Health Service Users.

Public mental health service users frequently manage multiple health conditions, and are often prescribed multiple medications. While medications are useful tools in treating diagnosed mental illnesses, they bring management challenges and also can carry complex meanings for the individuals taking them. This study utilized a qualitative methodological approach to examine the experience and meaning of polypharmacy among public mental health services users. This sample of service users (n = 26) who were prescribed multiple medications described three distinct types of challenges they faced in managing medications: related to information, material tasks, and self-stigma. Nevertheless, respondents reported creative and resilient strategies to manage these challenges. Findings build on previous literature and reflect the increasing need to focus on challenges related to polypharmacy. Furthermore, findings indicate that low levels of literacy and high levels of material disadvantage, which are common among public mental health service users, complicate the management and meaning of multiple medications.

Satisfacción y tiempo de espera de usuarios de establecimientos de salud peruanos: análisis secundario de ENSUSALUD 2014-2016

Introducción: Los sistemas de salud requieren contar con evaluaciones acerca de la calidad de la entrega de los servicios en el Perú. Objetivo: Estimar los niveles de satisfacción y tiempo de espera en usuarios de servicios de salud públicos y privados peruanos. Métodos: Análisis secundario del cuestionario 1 de la Encuesta Nacional de Satisfacción de Usuarios en Salud (ENSUSALUD) 2014, 2015 y 2016. El tiempo de espera fue definido como los minutos que tomó desde que el usuario llegó al establecimiento de salud hasta que ingresó al consultorio médico. La satisfacción fue evaluada con la percepción del usuario. Resultados: Los niveles de satisfacción fueron: 70,1% (IC 95% 69,7%-71,2%); 73,7% (IC 95% 72,5%-74,9%); y 73,9% (IC 95% 72,6%-75,1%) para el 2014, 2015 y 2016, respectivamente. Los usuarios afiliados al Seguro Integral de Salud (2014: 67,7% y 2016: 67,6%) y Seguro Social de Salud (EsSalud) (2015: 67,2%) fueron los que presentaron menores porcentajes. Las regiones que presentaron incremento en la satisfacción fueron Cajamarca (2016-2014: 26%), La Libertad (2016-2014: 26%). La mediana del tiempo de espera fue de 60 (q1-q3: 30-120), 75 (q1-q3: 30-150) y 75 (q1-q3: 35-140) minutos, para los años 2014, 2015 y 2016, respectivamente. La demora en la atención fue el problema más frecuente identificado por los usuarios. Conclusiones: En los años 2014, 2015 y 2016, el 70,1%, 73,7% y 73,9% de los usuarios de los servicios de salud peruanos estuvieron satisfechos con la atención. Se debe considerar la heterogeneidad por territorios y entidad financiera. La mediana de tiempo de espera para la atención fue de 60 minutos.

Assessing the impact of co-production on pathways to outcomes in public services: the case of policing and criminal justice

There has recently been an upsurge of interest in the role of co-production in public services. This paper focuses on how the capabilities of public service users and other citizens can improve the outcomes of public services such as policing and the criminal justice system, where the role of citizens is altering significantly. The paper develops a model of pathways to public service outcomes, showing the connections between citizen co-production and the core activities in policing and criminal justice, in line with the classic public policy model of problem prevention, detection, treatment, support for recovery and rehabilitation, and contribution to higher quality of life outcomes. The paper then explores the empirical evidence from the literature for the impacts of each of the identified pathways to outcomes in this co-production model. The literature review finds some evidence for almost all relationships modeled but also reveals serious limitations in the research base. Finally, the paper provides a conceptual framework for exploring potential dysfunctional implications of co-production of policing and community justice, and summarizes the evidence for this 'dark side' of co-production.

Public Service Quality and Citizen-Client’s Satisfaction in Local Municipalities

The purpose of this study is to identify, describe and evaluate the link between public service quality and citizen-client’s satisfaction in local municipalities. The work is based on the revisited SERVQUAL model. A quantitative research is carried out through a questionnaire administered to 1,427 users of local public services in 21 councils. Two layers of analysis are carried out. First, an exploratory and confirmatory factor analysis. Second an analysis through structural equations. Results show that all aspects of service quality do not contribute identically to users ‘satisfaction.

Analisis Semiotika pada Iklan Uber Edisi Boxes

In answering the current business competition, it is necessary to have a different promotion strategy from other competitors. In this case, it is not just to gain as much profit as possible, but also becomes an attraction for consumers if the company uses a media promotion strategy that is unique or different from the others, so there is a message that is created through communication semiotics. online motorcycle taxi phenomenon. Online motorcycle taxi services such as motorcycle taxi, grab and uber have stolen the attention of users of public transportation services. One of several online motorcycle taxi that is now stealing the attention is Uber. Through the Uber Edition Boxes advertisement, this online motorcycle taxi service has stolen the attention of other online motorcycle taxi users. Since it was published on November 1, 2017 through YouTube, this ad has been watched by 2,637,183 by cyber activists. This uniquely conceptualized ad carries the message "watch and see what will happen if our city is filled with people in unit boxes that fill city streets to the point of being ridiculous. Imagine that the people in this box are cars ... # ridetogether #unlockJakartas " Keywords : Semiotic Analysis, Promotion Media, Advertisement. Uber

Satisfaction with health and community services among homeless and formerly homeless individuals in Quebec, Canada.

User satisfaction is a crucial quality indicator in health service provision. Few studies have measured user satisfaction among homeless and formerly homeless individuals, despite the high prevalence of mental health disorders (MHD) in this population. The purpose of this study was to assess overall satisfaction among 455 homeless and formerly homeless individuals who were receiving health and community services, and to identify factors associated with user satisfaction. Data collection occurred between January and September 2017. Study participants were 18years old or over, with experience of homelessness in the current or recent past. They completed a questionnaire eliciting socio-demographic information, and data on residential history, service use and satisfaction and health profiles. Multivariate linear analysis was performed on overall satisfaction with health and community services in the previous 12months. Independent variables were organised as predisposing, enabling and needs factors based on the Gelberg-Andersen Behavioral Model. The mean satisfaction score was 4.11 (minimum: 1; maximum: 5). Variables associated with greater user satisfaction included: older age, residence in permanent housing, common MHD (e.g., depression, anxiety), having a family physician, having a case manager, strong social network, good quality of life and, marginally, male sex and having substance use disorders (SUD). By contrast, frequent users of public ambulatory health services were the most dissatisfied. User satisfaction was more strongly associated with enabling factors. Strategies for improving satisfaction include: promoting more tailored primary care programmes (including family physician) adapted to the needs of this population, better integrating primary care with specialised services including SUD integrated treatment and enhancing continuity of care through the reinforcement of case management services. Further efforts aimed at increasing access to permanent housing with supports, and eliciting more active involvement by relatives and friends may also improve user satisfaction with services, and reduce unnecessary service use.

Digital government, public participation and service transformation: the impact of virtual courts

Governments around the world are building online infrastructures which they hope will become the main channels through which they interact with citizens. This new, globally dominant orthodoxy in policymaking is closely tied to design-thinking which claims that digital technology addresses the dual crises of state capacity and public trust. Through an examination of virtual courts, this paper offers a critical analysis of the organising principles and the effects of the digital government revolution. It shows that virtual courts reconfigure the role of the public in ‘seeing justice being done’, leading to the emergence of a new ‘visuality of technocracy’. However, it questions the claim that digital technology will transform public services and increase public trust. Creating new virtual spaces and interfaces is not a costless endeavour and, while it may make public services more convenient, it recasts citizens as passive viewers of justice and individual users of public services.

Los servicios públicos domiciliarios en Ecuador. Recopilación y análisis de documentos relacionados

Artículo científico

Tingkat Kepuasan Masyarakat Atas Layanan Keagamaan Yang Diselenggarakan Direktorat Jenderal Bimbingan Masyarakat (Ditjen Bimas) Buddha Tahun Layanan 2018

The religiousity services had been given by Ditjen Bimas Buddha since 2007. The problem faced was how to meet public service users who partially cultured the village with limited land, budget, and personnel owned. This study aims to find out: 1) the public satisfaction level of the religiousity services in the 2018 service year, 2) service elements that need to be prioritized for improvement in 2019. This research uses the survey method in accordance with Permenpan RB No. 14 of 2017. The study found that: 1) the public satisfaction level towards religiousity services of the Ditjen Bimas Buddha in the 2018 service year is 3.0045 categories C means Poor quality, 2) service elements that need to be prioritized for improvement in 2019 are the capacity of the service room and the completeness of facilities and infrastructure, the timeliness of delivery of service products, and the acceleration of service products delivery.

Kualitas Pelayanan Ombudsman Perwakilan Kalimantan Selatan dalam Menindaklanjuti Laporan Pengaduan Masyarakat Kota Banjarmasin

This research focuses on exposure to the quality of service of the Ombudsman of the Republic of Indonesia Representative of South Kalimantan and various efforts made in following up reports on complaints from the public in Banjarmasin on administrative matters carried out by bureaucrats in public service agencies/organizations that hinder or reduce the fulfillment of excellent service for the people. The research approach used is qualitative. This study uses interview guidelines as a research instrument. Qualitatively, this study found that, based on the Gronroos service quality model, the service of the Ombudsman of the Republic of Indonesia Representative of South Kalimantan in following up public complaints reports in accordance with Law Number 37 of 2008 concerning the Ombudsman of the Republic of Indonesia with reference to Article 24 to Article 38, in following up on complaints from the public, the Ombudsman is impartial and able to be an effective communication facilitator between the organizer and users of public services so that each party can obtain rights and fulfill its obligations. The study found the main factor in the Ombudsman's service constraints in following up the report because of the lack of information and knowledge of the community about formal and material requirements that must be completed when submitting a complaint report. From the results of these studies, researchers recommend increasing information and knowledge about the functions, duties, and authorities of the Ombudsman by conducting socialization activities to the public, students, and public service providers.

Users’ satisfaction with the public dental service: the discovery of new patterns

Abstract Background Regarding to oral health, little has been advanced on how to improve quality within dental care. Objective The aim of this study was to identify the demographic factors affecting the satisfaction of users of the dental public service having the value of a strategic and high consistency methodology. Method The Data Mining was used to a secondary database, contemplating 91 features, segmental in 9 demographic factors, 17 facets, and 5 dominions. Descriptive statistics were extracted to a demographic data and the satisfaction of the users by facets and dominions, being discovered as from Decision Trees and Association Rules. Results the analysis of the results showed the relation between the demographic factor 'professional occupation' and satisfaction, in all of the dominions. The occupations of general assistant and home assistant with daily wage stood out in Association Rules to represent the lower level of satisfaction compared to the facets that were worse evaluated. Also, the factor ‘health unit's name’ showed relation with most of the investigated dominions. The difference between health units was even more evident through the Association Rule. Conclusion The Data Mining allowed to identify complementary relations to the user's perception about the public oral health services quality, constituting a safe tool to support the management of Brazilian public health and the basis of future plans.

Public service reformation: Relationship building by mobile technology

Extensive implementation of information and communication technology (ICT) in public administration has created the capacity to reengineer public service systems to develop a new service delivery channel using the continuous interactivity of the mobile phone's short messaging service (SMS). An empirical study was conducted among general citizens in Bangladesh, who are the actual users of public service. The study revealed that the critical factors which contribute to the development of attitude toward public administration for service delivery through mobile phone SMS are: time and location, relevance, and reliability.

The procedure for recording the transactions for the acceptance and transfer of a concession object provided that they are off-balance sheet displayed

The article analyzes the works of domestic and international scientists in which the issues of development of accounting were raised in accordance with the provisions of international standards of financial reporting. The evolution and need for standards of their application in different countries of the world, the order of transformation of financial statements prepared in accordance with the national accounting standards in the format of IFRS is studied. In the course of the study, the legislative and normative provision of the process of applying IFRS in Ukraine was generalized and structured. The current state of implementation of international financial reporting standards by domestic business entities is analyzed, positive dynamics should be pointed out. The number of enterprises reporting financial statements, in terms of organizational and legal forms of management was analyzed. Research was conducted on the number of enterprises by their size, which compiles reports according to international financial reporting standards. After analyzing the international standards of financial reporting for the reflection of transactions under concession agreements, the structural and logical scheme of the constituent parts of the accounting display management was constructed. The variants of reflection of operations under the concession agreement in accounting are determined: the concessionaire's right to charge a fee from users of public services; unconditional contractual right of the concessionaire to receive cash or another financial asset from the concessionaire (or at his direction) for the modernization of the infrastructure; receiving compensations by the concessionaire over the value of the cost of providing the services of operation of the infrastructure.

Collaborative public management: coordinated value propositions among public service organizations

ABSTRACTDrawing from collaborative public management, this article seeks to contribute to public service logic by focusing on what precedes the public service user’s realization of value: the value proposition. A new care model for elderly people with multiple chronic diseases shows that coordinators with an inter-organizational mission, vertical and horizontal supporting structures, trust established through relationships, and recognition of service systems’ embeddedness in social systems are pivotal for the ability of public service organizations to develop coordinated value propositions. The contribution to policy and practice is an increased understanding of a coherent, rather than fragmented, welfare system for users/citizens.

Development of a Sesotho health literacy test in a South African context.

BackgroundResearch shows that poor health literacy (HL) can be a threat to health and health care. Health literacy is under-researched and poorly understood in developing countries, including South Africa, because of the absence of language and context-specific HL tests.AimThe researchers aimed to develop an appropriate HL test for use among South African public health service users with Sesotho as their first language.SettingThe test was developed in the Free State Province of South Africa, for use among Sesotho speakers.MethodsMixed methods were employed to develop the Sesotho Health Literacy Test (SHLT). The process of developing the test was carried out in distinctive methodological steps.ResultsThe stepwise process set out by identifying abstracts (n = 206) referring to HL tests. Sourcing of HL tests followed a tapered process resulting in the use of 17 HL tests. Elements within a conceptual framework guided HL test item selection (n = 47). Two Delphi sessions assisted in reaching consensus regarding final HL test items (n = 40). The readability testing of the SHLT tested 4.19 on the Coleman–Liau Index score. A context-suitable and comprehensive SHLT ensued from this work.ConclusionThe SHLT assessment instrument development creates a platform for HL testing among Sesotho first language speakers in South Africa. The context-sensitive methodology is entrenched in a theoretical framework, distributing HL test items between identified competencies and related skill dimensions and domains. The methodology can be applied to the development of HL tests for other languages and population groups in developing countries.Keywordshealth literacy assessment; primary health care; South Africa; developing countries; public health service; context-sensitive assessment.

ЦИВІЛЬНО-ПРАВОВИЙ ЗАХИСТ ПРАВ ПАСАЖИРА ЯК УЧАСНИКА ПРАВОВІДНОСИН ІЗ ПЕРЕВЕЗЕННЯ ПАСАЖИРІВ У МІСЬКОМУ ТА ПРИМІСЬКОМУ СПОЛУЧЕННІ

The article is devoted to the solution of problematic issues of civil legal protection of passenger rights during transportation in urban and suburban traffic. According to the author, the peculiarities of the investigated legal relations, their legal regulation, predetermine the peculiarities of civil law protection of the rights of the passenger in the transport of various types of transport in urban and suburban areas. The author has expanded the scope of contractual regulation of the legal relations of passenger transportation and, accordingly, protection of his rights, since, for the most part, the legal regulation of the investigated legal relationship is carried out at the level of acts of civil law. However, the author acknowledges that the requirements of acts of civil law should be recognized by the terms of the contract of carriage of the passenger. In this case, the contract of carriage is simultaneously a legal fact that generates a relationship, transaction, and commitment. In addition, the subject matter of the relationship of passenger transportation is somewhat wider than the contract of carriage. So, if in the contract of carriage there are only two parties – the carrier and the passenger, then in the transport relationship they are more. These are the parties themselves (carrier and passenger); bodies of local self-government, which perform the role of the organizer of providing transport services to the population, which coordinates the routes, the fare, determines the competitive conditions for the election of the carrier, establishes rules for the carriage of passengers in a given settlement (which must be textually in accordance with the Regulations for the carriage of passengers by various modes of transport); the subject of entrepreneurial activity, which accepts payments, or serves an automated system of payment of fares, etc. The point is that, in fact, local authorities are the organizer, which defines the terms of a public contract for passenger transportation. The peculiarity of this contract, as an agreement, which by way of conclusion can be called an agreement on accession, predetermines the feature that the passenger or concludes an agreement on the conditions determined by such an organizer or not. These conditions are defined by the Civil Code of Ukraine, the Law of Ukraine “On Transport”, the Law of Ukraine “On Urban Electric Transport”, transport codes and statutes, rules for carriage of passengers by various means of transport, the contract between the organizer or the customer of transportation and the carrier. Their requirements are in the terms of the relevant transportation agreements and are an integral part of them and make up the contents. Accordingly, the protection of the rights of the passenger is due to the content of the terms of such an agreement. The view on the contract of carriage of a passenger as a means of realizing the right of a person to freedom of movement allows to realize that the improper performance of their powers by local self-government bodies in terms of addressing the needs of the population of a territorial community by transport services is a violation of natural human rights. However, unfortunately, the issue of protection of violated rights and protected by law interests of citizens (potential passengers) is not resolved either at the level of positive law, nor at the level of practice of law. Analysis of legislative acts and jurisprudence allows us to conclude that neither carriers nor transport organizers (local self-government bodies) are not civilly responsible for the inadequate organization and operation of public transport. Exceptions include cases of injury or death of users of public transport services in urban and suburban traffic. But in this case the protection does not come from the passenger transportation agreement, but on the basis of acts of civil legislation on the fact of causing damage to a person’s health or death on the basis of the construction of a non-contractual obligation.