Quality Of Public Services Research Articles

Pengaruh Kualitas Kehidupan Kerja, Pemberdayaan dan Pelayanan Publik Terhadap Kinerja Pegawai Kantor Kecamatan Songgom Dengan Kepuasan Kerja Sebagai Variabel Intervening

The main objective of this study is to determine how the quality of work life, empowerment, and public service affect the performance of employees at the Songgom District Office, with job satisfaction as an intervening variable. This research uses a quantitative approach with the SmartPLS 3.2.9 analysis tool. The population used in this study consists of all employees working at the Songgom District Office, totaling 138 respondents. The sample in this study was selected using the Stratified Random Sampling method and calculated using the Slovin formula, resulting in a sample size of 103 respondents. Data collection was conducted by distributing questionnaires. The results of the path coefficients for direct and indirect effects show that the quality of work life variable has a significant positive effect on job satisfaction, with a t-value t-table (11.660 1.96) and a sig value of 0.000. Empowerment does not affect job satisfaction, with a t-value t-table (0.506 1.96) and a sig value of 0.613. Public service has a significant positive effect on job satisfaction, with a t-value t-table (5.536 1.96) and a sig value of 0.000. Job satisfaction does not affect employee performance, with a t-value t-table (0.313 1.96) and a sig value of 0.755. The quality of work life has a significant positive effect on employee performance, with a t-value t-table (3.655 1.96) and a sig value of 0.000. Empowerment has a significant positive effect on employee performance, with a t-value t-table (5.570 1.96) and a sig value of 0.000. Public service does not affect employee performance, with a t-value t-table (0.060 1.96) and a sig value of 0.952. The job satisfaction variable is not able to mediate the quality of work life, with a t-value t-table (0.059 1.96) and a sig value of 0.953. Job satisfaction is not able to mediate empowerment, with a t-value t-table (0.027 1.96) and a sig value of 0.979. Job satisfaction is not able to mediate public service, with a t-value t-table (0.039 1.96) and a sig value of 0.957.

Does import trade liberalization worsen residents’ health? Evidence from China

Health is important to human capital and national sustainable development. Based on the latest Chinese Family Panel Studies (CFPS), this paper uses the IVprobit model to test the impact of import trade liberalization on residents’ health from the micro-individual perspective and further explores its mechanism. The results indicate that import trade liberalization brings hidden health costs, and that the negative effects on the health of people in eastern China or rural areas, people with a low education background, people under 60 years of age, and women are more significant. In areas with more serious environmental pollution, the health deterioration effect of expanding imports is more obvious. Increasing green coverage and optimizing the quality of public services can effectively alleviate this negative impact. Import trade liberalization does not affect residents’ health through income gap, therefore when carrying out import trade liberalization the government should pay greater attention to the health status of the specified groups, adopt various means to improve the ecological and living environments, reduce pollution emissions, optimize the supply of public services, and ultimately improve residents’ overall health level.

E-Health Technologies: Implications for Quality in Public Health Services

Objective: The research sought to investigate the implications of e-Health technologies on the quality of public health services in Brazil, in order to identify opportunities and challenges. Methodology: Using a bibliographic research methodology, materials already published were analyzed, with emphasis on telemedicine studies and electronic health records. The bibliographic survey was carried out on platforms such as SciELO, Scopus and Google Academic, besides national repositories, such as the Capes Thesis Bank and other Brazilian open access repositories. Data Results and Analysis: The results show that these technologies can increase the efficiency, accessibility, and continuity of care, especially in remote areas, by enabling better management of information and services. However, significant challenges arise, such as digital inclusion, the empowerment of health professionals and the protection of patient data. Conclusion: As a conclusion, it is highlighted that although e-Health technologies have the potential to transform the health system, their implementation must be accompanied by policies that guarantee inclusion and safety, ensuring that all citizens benefit from these innovations.

THE CURRENT STATE OF DIGITAL MARKETING IN PUBLIC ADMINISTRATION

The article describes the current state of digital marketing in public administration through the prism of the Ukrainian application “Diia”. The author analyzes how the introduction of digital technologies contributes to improving the quality of public services and improving communication with citizens. It is indicated that the Diia application is a vivid example of the strategic use of digital platforms to provide quick access to services, simplify administrative processes and increase transparency. The article emphasizes that Diia allows users to receive a wide range of services online, including issuing digital documents (passports, driver’s licenses, student cards, birth certificates, etc.), paying taxes, applying for social benefits, and other administrative procedures. Such functions greatly simplify the interaction of citizens with government agencies, allowing them to perform most of the necessary actions without the need to visit physical offices. This helps to improve the efficiency of public service delivery, reduce administrative burden, and increase the level of public trust in government institutions. The application ensures a high level of transparency in government relations, as citizens can easily track the status of their applications and receive up-to-date information on changes in legislation. The article defines the main elements of digital marketing used in public administration. The purpose of the article is to study the current state of digital marketing in public administration. The relevance of the topic is due to the rapid introduction of digital technologies into the public administration sphere, which ensures more effective interaction between the State and citizens. To achieve this goal, the methods of analysis, observation and systematization of information were used. As a result of the study, the main advantages and disadvantages of using digital tools in government agencies were identified on the example of the Diia application. The practical value of the article is to provide recommendations for improving digital platforms to improve the quality of public services and increase their accessibility to all categories of the population.

Assessing Omnichannel Service Quality in the Public Sector

ABSTRACTServices in the public sector are often provided as a hybrid combination of both digital (e.g., online registration) and physical (e.g., offline appointment) service channels, which can be referred to as omnichannel services. There is a lack of instruments in the literature that can measure the perceived quality of public sector omnichannel services. The goal of this paper is to develop and empirically validate an instrument to fill this research gap. The key contribution of this paper is the Technology, Information, Human, Process, System (TIHPS) framework, which represents the first instrument designed to assess the quality of public sector omnichannel services. An empirical validation using responses from 365 service recipients supports the validity and robustness of this instrument. We discuss how the TIHPS framework can be useful to governments, practitioners, and researchers alike.

Strategic Management Model in Achieving Presidential Regulation on Electronic-Based Government System in Medan City Government

This research aims to determine the quality of public services through the Electronic-Based Government System (SPBE), as well as to know and analyze the Implementation of Strategies for Achieving PERPRES No. 95 of 2018 concerning SPBE in the Medan City Government. This research is important to obtain a Strategic Management Model in Achieving PERPRES No.95 of 2018 concerning SPBE in the Medan City Government. The research paradigm used is Constructivist Paradigm, with Qualitative Research Method. Data were collected through in-depth interviews, discussions with several informants from the Medan City Office, DPRD, UPT Kecamatan, and community leaders. In addition, data was also collected through literature study, document study, and secondary data. The results showed the following: First, there is coordination between agencies in the development of application services. The coordination is conducted by the Diskominfo of Medan City Government. A number of Departments used external consultants in the development of SPBE. Diskominfo made new rules to address ICT service issues. The services use external programmers and experts and if an error occurs, the City Government is not responsible for the service. Secondly, Medan City Government conducted a Memorandum of Understanding with Tangerang City to collaborate and share resources through the innovation of E-Files application for correspondence needs. The use of shared correspondence applications by the Government in Tangerang City was adjusted based on the specific needs of each city. The platform used is the same, but with different application names, E-Files in Tangerang and Sarana in Medan. Third, there are 3 SPBE service providers in Medan City Government, including: Telkom (PT. Telekomunikasi Indonesia) for Kelurahan/Kecamatan, GDS (Global Digital Solusi) for Diskominfo and other OPDs, and TNC (Telemedia Network Cakrawala) for Medan City Office. Fourth, Medan City Government uses a Strategic Management Model that combines the Environmental Model with the Collaboration Model in developing the Achievement of PERPRES No.95/2018 on SPBE in Medan City Government. The Environmental Model/Flow emphasizes vertical and horizontal coordination between work units in Medan City Government. The Collaboration Model develops a strategy of collaborative cooperation with other local governments or state-owned/private enterprises.

MENYINGKAP IMPLEMENTASI DAN DAMPAK MODEL NEO-WEBERIAN STATE DALAM REVOLUSI BIROKRASI INTERNATIONAL

This research uses a literature review (SLR) study to investigate the application of the Neo-Weberian State (NWS) model in global bureaucratic reform, with an emphasis on economic, social and health issues. This research aims to provide a comprehensive understanding of the implementation of NWS, critically evaluate its success and provide recommendations for developing government governance and community services. This research applies a five-stage approach by Transfield to review the literature on the implementation of the Neo-Weberian State (NWS) over the past few decades. This review combines results from qualitative and quantitative research that has been published between 2021-2024 in various European countries. The results show that the Neo Weberian State (NWS) can increase efficiency in public services and overcome global challenges, despite facing internal obstacles, limited resources, complex regulations, and shortcomings in accountability and transparency. This research emphasizes the importance of adaptation according to context, capacity building, simpler deregulation, and strict supervision to ensure the effectiveness of the Neo Weberian State (NWS). The participation of government, civil society and the private sector is considered very important in creating new and creative public service solutions. This research outlines how the Neo-Weberian State (NWS) model faces broad challenges in carrying out bureaucratic reform. The NWS improves the quality of public services, addresses internal constraints, and emphasizes contextual adaptation, capacity building, modest deregulation, and strict supervision, which are critical to governance and public services. Although it provides a solution for solving problems in the current era of revolution, additional research is still needed to fully understand its impact and design more effective implementation models.

Application and Impact of Marketing Mechanisms in the Perspective of New Public Management

This paper explores the application and impact of marketing mechanisms within the framework of New Public Management (NPM). It begins by outlining the fundamental concepts of NPM and its differences from traditional public management, highlighting its significance in adapting to the era of globalization and knowledge economy. The paper then analyzes the specific application of marketing mechanisms in China's public sector, particularly in the promotion and optimization of e-government service platforms, demonstrating how market research and data analysis enhance the quality and efficiency of public services. Finally, the paper summarizes the value created by marketing mechanisms for the public sector and emphasizes the necessity of continuous optimization in practice to balance efficiency with equity, and market mechanisms with public interest.

The impact of China’s big data pilot zone policy on public service quality: a mixed methods study

ABSTRACT The digital transformation of public service delivery is an important trend in the digital era; however, whether and how digital policy can improve public service quality (PSQ) remain unclear. Moreover, most studies on China’s big data pilot zone (BDPZ) digital policy have focused on economic and environmental aspects, with less attention given to its social impacts. This research designed a mixed methods study through DID and semi-structured interviews to analyse the relationship between the BDPZ digital policy and PSQ. This study proved that the BDPZ digital policy can significantlfy improve PSQ and that there are mediating effects through technology innovation and digital governance. Moreover, the technology innovation effect was due to the BDPZ policy making public service data more standardized, clear and traceable, and the digital governance effect was based on the linking mechanism and integrating mechanism. This study reveals the social impacts of the BDPZ policy and explains why technology innovation and digital governance are essential for improving public service quality.

Agile Governance Public Information Management at the Communication, Informatics, and Statistics Service of Riau Province

This study aims to analyze the implementation of agile governance in public information management at the Riau Province Communication, Informatics and Statistics Service (Diskominfotik). Agile governance is a governance approach that emphasizes flexibility, responsiveness, and rapid collaboration in providing public services. The research method used is qualitative descriptive with an explanatory approach. Data collection was carried out through observation, interviews, and document studies analyzed using Nvivo 14 software. The results of the study indicate that the implementation of agile governance at Diskominfotik Riau is still faced with a number of obstacles, including limited knowledge and capacity of human resources (HR) in understanding the concept and a bureaucratic structure that does not fully support flexibility. In addition, performance evaluations that are not yet based on quick wins slow down the adaptation process. Nevertheless, Diskominfotik Riau has utilized various digital platforms to provide access to public information, although improvements need to be made in terms of responsiveness and timeliness of service. Recommendations from this study include increasing training for HR, implementing a more flexible governance model, and periodic evaluations based on short-term results. The implementation of agile governance is expected to improve the quality of public services and strengthen public trust in government transparency.

European Trends in Local Public Administration: Adapting to Globalization

The trend of globalization, accompanied by the dynamic development of social systems, places national states in a completely new position, in which institutions and administrative systems must be adapted. Any intervention in the field of public administration reform implies changes in major components, including central administration, local administration and public services. On the other hand, the development of democracy calls for the establishment of a new relationship between citizens and the administration, increasing and strengthening the role of local authorities and reconsidering the partnership with civil society. There are numerous reasons for the structural and functional modernization of the public administration in Romania, starting from the need for more efficient functioning of government institutions to the aspiration to become a member of the European Union. The present study aims to address these aspects, taking into account the impact of the reform measures at the public administration level that have been undertaken recently. Through the coherent and continuous development of the decentralization process in the next period, we will be able to witness the increase in the quality and efficiency of public services, and local administrations will respond to the demands of citizens and local development in an improved way. Keywords: development, Europe, municipalities, public administration

Evolutionary game and simulation study of public transport under government incentive and punishment mechanism.

Public transport plays an indispensable role in the whole public transport system. This paper makes an in-depth study on how public transport can provide passengers with higher service quality while meeting the needs of passengers. In order to achieve this research goal, this paper organically incorporates the three key subjects of government supervision, public transport and passengers into the research framework. Evolutionary game theory is used to construct the corresponding research model. It has been found that the decision-making behaviours of government regulators, public transport and passengers are intricately intertwined to influence each other in the evolutionary process. It is particularly noteworthy that the incentive or punishment measures adopted by the government have a great impact on the quality of public transport services. In addition, timely supervision and inspection of government regulatory authorities by higher authorities proved to be crucial for buses to provide stable and high-quality services. This study reveals the mechanisms of interaction between different subjects in the public transport system, particularly the government-guided incentive measures and supervision mechanism to promote the overall service level. To further support the research conclusions, this paper carries on the simulation analysis, and puts forward the countermeasures and suggestions for the bus to provide high-quality service according to the simulation results. These recommendations will help guide the government, public transport and passengers to make better decisions in the synergistic development process, thereby improving the overall level of service.

Preference for Public Transportation Service Levels in Makassar City Towards Female Passenger Satisfaction

Basic services are government affairs that are mandatory and entitled to be obtained by every citizen, one of which is public transportation services. Although it has been regulated by Minimum Service Standards (SPM), the quality of public transportation services in Makassar City is still low and has not met expectations and satisfaction, especially for female passengers. The purpose of this study was to determine the satisfaction of female passengers with the quality of public transportation services in Makassar City. The respondents of this study were 96 female passengers of public transportation in Makassar City. This research is descriptive qualitative study that refers to the Regulation of the Minister of Transportation of the Republic of Indonesia Number PM 29 of 2015. This regulation outlines criteria such as security, safety, comfort, affordability, equality, and regularity for assessing the quality of public transportation services in Makassar City. The data analysis technique in this study uses descriptive analysis employing the Community Satisfaction Indicator (SMI) analysis method. Based on the results of calculations using the public satisfaction index method, it is known that the total number of service elements has a score of 43.86. Although this indicates that the overall quality of service is quite good, it is considered that women are not satisfied with the service provided. The relationship between the level of satisfaction with the quality of service affects women's preferences in choosing the mode they want to use.

Pengaruh Persepsi Layanan Publik terhadap Migrasi di Indonesia

Population mobility occurs every day. Many factors encourage individuals to make the movement. In addition to economic driving factors, social factors such as public services also influence individual decisions to migrate. Regions with good quality public services will trigger migration growth. The quality of public services is assessed on individual perceptions. This research focuses on 4 (four) perceptions of public services, namely perceptions of transportation services, perceptions of education services, perceptions of health services, and perceptions of business license services. The test was carried out using the Random Effect Probit Regression method. We find that perceptions of transportation services, education and business permits have a significant effect on migration.

Analysis of the current status of the public administrative service quality of the Ministry of Economy and Finance of Cambodia

This paper explores the quality of public administrative services offered by the Ministry of Economy and Finance of Cambodia, focusing on its role in supporting the nation’s socio-economic development. Over the last two decades, Cambodia has achieved remarkable economic progress, moving from a low-income country to a lower-middle-income country. However, despite these achievements, the public administrative services face significant challenges, including inefficiency and lack of transparency, which continue to impact the trust of the public. This paper delves into the effectiveness of these services by examining satisfaction levels, challenges, and proposals for improvement.

Цифровая трансформация государственной службы в Узбекистане в условиях новой глобализации: мнение студентов

The article raises the problems of public administration in the context of digitalization and new globalization, which the population faces when interacting with civil servants in the Republic of Uzbekistan. The role of digital technologies in the public administration system is demonstrated in order to improve the quality of public services and the efficiency of interaction between the state, business and society. The authors focus on the positive results of introducing digital technologies into public administration in the Republic of Uzbekistan. The place of digitalization in modern society in the opinion of students is shown, the features of the digitalization of public administration are studied, the advantages and disadvantages of introducing digital technologies into the public service are identified, and the reasons that hinder the digital transformation of public administration in the Republic of Uzbekistan are identified. The article presents the main results of a content analysis of the opinions of students from Uzbekistan on the digitalization of public administration, the advantages of introducing digital technologies, and lists proposals for increasing the efficiency of civil servants. The main problem areas according to young people are shown. The object of the study was the process of digital transformation of the civil service of Uzbekistan in the context of new globalization. Based on the analysis, it has been demonstrated that the processes of informatization and digitalization both in Russia and Uzbekistan within the framework of public administration affect the entire management environment, since they allow states to increase their efficiency through information and digital technologies.

The Influence of Public Service Quality, Perceived Ease of Use of J-Mbako Application on Community Commitment in Paying Taxes Through Community Satisfaction as an Intervening Variable

This study aims to determine the effect of service quality, perceived ease of use, and satisfaction on the commitment to use the J-Mbako tax payment application. The number of samples in this study was 176 respondents, namely people who use the J-Mbako application. The analysis technique used was the Structural Equation Model (SEM) using the WarpPLS 7.0 application. The results of the data analysis showed (1) the variables of service quality and perceived ease of use directly have a positive effect on satisfaction. (2) the variables of service quality, perceived ease of use, and satisfaction directly have a positive effect on commitment. (3) the variables of service quality and perceived ease of use indirectly have a significant positive effect on ongoing commitment through satisfaction.

Assessing the Level of People’s Satisfaction with the Quality of Information About Administrative Procedures on the National Public Service Portal in Yen Hoa Ward, Cau Giay District, Hanoi City

On March 12, 2019, Prime Minister Nguyen Xuan Phuc signed the "Decision approving the National Public Service Portal (NPSP) Project" with the goal of improving the quality and efficiency of public services. However, after five years of implementation, certain limitations in conducting administrative procedures on the NPSP have affected people's satisfaction. From that reality, the authors were motivated to conduct research on the topic to contribute measures to minimize the difficulties of people in the area. By combining a comprehensive literature review with structured surveys involving a sample of 162 residents from Yen Hoa Ward, Cau Giay District, Hanoi, the authors revealed that while citizen satisfaction with the quality of information on administrative procedures on the NPSP is generally high, there is inconsistency across different aspects when evaluated against internationally verified assessment criteria and scales. Through that current situation, the research team offered some insights and proposed measures to further improve the quality of information on administrative procedures on the national public service portal to increase people's satisfaction with the service.

Measuring Public Service Quality and Attaining Customer Satisfaction in Egypt

Measuring Public Service Quality and Attaining Customer Satisfaction in Egypt

Future Role of Digital Platform of Community Policing in Malawi

Internet evolution and digital platform popularity have revolutionized citizens participation in public security administration. However, digital platform ecosystem and functionality remains underexplored. Study examines the future role of digital platform for citizens participation in community policing in Malawi. Within frame work of exploratory sequential mixed methods, focus group discussion interviews purposively selected four groups of 10 respondents each, and used interview guide for data collection. Survey randomly sampled 432 households using Yamene (1969) formular to distribute structured questionnaires for data collection. Interviews were written on script then coded, later grouped into sub themes and finally into themes which corresponded to research questions aided by NVivo application. The survey was analyzed through SPSS version 20 to come up with descriptive statistics. Using pragmatics philosophical paradigm, broken window, democratic participation and social-disorganization theories, the study revealed that citizens may be encouraged to participate on digital platform in community policing by; (a) providing training to citizens on digital crime prevention and safety measures, (b) offering incentives or rewards to citizens who participate in neighborhood safety and security digital initiatives, (c) using social media and other digital platforms to raise awareness and encourage citizen participation, (d) creating more opportunities for citizen-police collaboration and dialogue through social media. Multinominal logistic regression shows gender may have impact on the future role of digital platform of community policing; (i) gain communications between police and community, (ii) detect a wider variety of insecurities (Transparency), (iii) promote the effective use of limited resources, (iv) move beyond the customary bureaucratic procedures at p=.017, (v) gain participation of women, minorities, and vulnerable population at p=.459, (vi) contribute to empowerment of the community at p=.003. Solutions to challenges of digital platform of community policing use are; (1) awareness (Sensitization) Campaign, (2) capacity building on the usage of ICT tools, (3) make available ICT merchant selling and maintenance points, (4) usage of Solar Powered ICT and (5) Place coordinated governance mechanisms. While previous scholars have argued that digital platform has allowed formal and non-formal wide participation, as well as increase transparency and accountability to police officers in handling policing issues and empowering citizens to take part in security of their times. Current revelation points that harnessing and promotion of digital platform gives chance to revolution for transformation that may influence accountability of public security administration to provide quality public services for better life to the challenges of the time.