Public Satisfaction Research Articles

Internet usage and environmental governance satisfaction in China: environmental pollution perception as a mediator

BackgroundPublic perception and satisfaction with environmental governance are essential for evaluating the effectiveness of national environmental policies and advancing the United Nations Sustainable Development Goals (UN-SDGs). However, the role of Internet usage in shaping these perceptions and satisfaction levels remains underexplored. This study examines the influence of different types of Internet use on residents' satisfaction with local environmental governance, with a particular focus on the mediating role of perceived environmental pollution.MethodsData were retrieved from 3,046 respondents who participated in the 2021 Chinese Social Survey (CSS). Ordinary least squares (OLS) regression and mediation effect models were employed to analyze the relationships between Internet use, perceived environmental pollution, and satisfaction with environmental governance.ResultsFrequent Internet use for browsing news (β = 0.019, SE = 0.006) and studying (β = 0.020, SE = 0.006) is positively associated with greater satisfaction with environmental governance. However, environmental pollution perception functions as a suppressing mediator in the association of Internet use for news browsing (effect = −0.004, SE = 0.001) and studying (effect = −0.004, SE = 0.001), with environmental governance satisfaction (EGS).ConclusionsThis study is the first to apply expectancy-disconfirmation theory to explore public satisfaction with environmental governance. The findings provide novel insights into the role of Internet usage in shaping perceptions of environmental management and offer practical recommendation for leveraging digital engagement to enhance EGS among the public.

Socialization on Public Service Standards in Ohoi Faan, Kei Kecil District, Southeast Maluku Regency

The public service standards outreach program in Ohoi Faan, Kei Kecil Subdistrict, Southeast Maluku Regency, aims to improve service quality for the community in line with excellent service principles. These standards include transparency, accountability, responsiveness, fairness, and effectiveness. Transparency emphasizes the importance of the village office providing clear, accessible, and open information, such as the types of services, process flow, and the rights and responsibilities of the public. This ensures the community understands the services they receive. Accountability requires service providers to take responsibility for their actions and decisions, adhere to established procedures, prevent discrimination, and maintain integrity. Responsiveness demands that staff respond promptly and appropriately to community requests and complaints, enhancing public satisfaction by meeting their needs efficiently. Fairness ensures that all residents receive equal services without discrimination based on race, religion, gender, or social status, fostering social justice. Effectiveness and efficiency focus on optimizing resources to deliver quality services while saving time and costs for both service providers and recipients. The outreach program also encourages active community participation in evaluating services by providing constructive feedback and suggestions. Service providers are expected to respond positively to feedback to achieve continuous improvement. By understanding public service standards, village officials can deliver services more professionally and responsibly, while the community feels valued and gains greater trust in the local government. This outreach initiative strengthens the relationship between the government and the community, creating a better service environment.

A study on Evaluation of Patient Satisfaction with National Tuberculosis Elimination Programme Services in Ahmedabad, India

Abstract Background: India accounts for the highest burden of tuberculosis cases in the world. Patient satisfaction is a key criterion for evaluating the quality of healthcare services as satisfaction has been found to be associated with superior compliance and better outcomes. Study was planned with the objectives to assess the patient’s satisfaction regarding treatment-related services under NTEP. Materials and Methods: Community-based cross-sectional study was carried out at Ahmedabad Municipal Corporation (AMC) Area. A total of 200 participants were included in the study from various zones of AMC. Probability-proportional-to-size sampling was done and patients seeking care at public (126; 63%) and private (74; 37%) healthcare facilities were included. Questionnaire contained questions related to general sociodemographic profile of participants and satisfaction to NTEP service for which, PSQ-18 Questionnaire was utilized. Results: Overall satisfaction to NTEP services was found to be 86%. Amongst public healthcare facilities satisfaction was found to be 86.5% whereas in private healthcare facility it was 85.1%. Compliance to TB treatment was found in 91.5% of participants. Domains such as general satisfaction, communication, time spent with doctors, and accessibility and convenience were found to be statistically significant at private facility compared with public healthcare facility. Conclusion: Statistically significant difference was found between patient satisfaction at public and private health facilities in domains of general satisfaction, communication, time spent with doctor, and accessibility and convenience. The same domains at public and private type of healthcare facilities were found to have statistically significant role in treatment compliance by study participants.

Public Service Mall as a Solution or New Challenge? Case Study of Public Service Innovation in Sinjai Regency, Indonesia

Innovation in public services is needed to improve efficiency, transparency, and public satisfaction. This study aims to analyze the implementation of innovation in the Public Service Mall (MPP) of Sinjai Regency, Indonesia, based on five innovation typologies, namely products/services, service processes, service methods, policies, and systems. This study uses a qualitative descriptive approach with data collection techniques through interviews, observations, and documentation studies. The study resultsindicate that product innovation in MPP Sinjai includes service digitalization, such as mobile applications, technology-based queuing systems, and interactive kiosks, making it easier for the public to access public services while increasing convenience with additional facilities. In terms of process, workflow digitalization has succeeded in increasing efficiency and transparency. In terms of service methods, the one-stop service approach allows the integration of various public services in one location, while electronic applications expand the reach of services. Innovative policies support transparency and inclusivity, ensuring access for vulnerable groups. The success of system innovation is reflected in the integration of services between agencies through digital technology that accelerates workflow and increases public participation. However, interagency coordination and organizational cultural barriers still require further attention. Future research could explore the impact of these innovations on citizen satisfaction, strategies to address the digital divide, and comparative studies with MPPs in other regions to understand best practices and similar challenges

Effect of Using Artificial Intelligence on Service Frequency and Public Satisfaction

This study aims to assess how Indonesia's Government Office of Kediri District responds to integrating Artificial Intelligence (AI) in improving service frequency and public satisfaction. An explanatory quantitative approach was adopted to investigate the causal relationship between AI adoption and the two dependent variables—service frequency and public satisfaction—through multiple linear regression analysis, utilizing data from a sample of 15 districts between 2018 and 2023. The study reveals that AI adoption significantly enhances public satisfaction and service frequency. Implementing AI, facilitated through the Digital Service Living Lab (DSLL) platform, increases efficiency, responsiveness, and service quality. The study underscores that AI integration can boost public service effectiveness and efficiency, encouraging local governments to broaden AI usage and invest in staff training and capacity development. This research offers strategic recommendations for governments to expand AI adoption further, strengthen inter-district collaboration, and optimize the use of Electronic Government (E-Government) initiatives to support the goals of smart city and provincial development.

Is Innovation Relevant to Drive Marketing Strategies in Improving the Performance of Business Actors in Shopee E-Commerce?

E-commerce is an extraordinary example of an online market product that is a breakthrough for people in buying and selling activities, with a wider reach. Digital enables transactions and processes within a company, involving information systems under the control of the company. The role of social media also contributes to encouraging consumers to shop in E-commerce. Various promos and advertisements as a form of marketing strategy offered have an impact on people's interest in online shopping. With these various promos and advertisements, there is a contest to attract buyers. However, the level of public satisfaction with marketing on Shopee is not optimal, where the level of consumer trust in business owners is still low. This research aims to explain the relationship and influence of innovation in driving marketing strategies to improve the performance of business actors on Shopee. This study uses a quantitative descriptive technique with an exploratory survey approach for this study. The data used was sourced from offline surveys. The sample of this study is all Shopee Pematang Siantar E-commerce users who are classified as millennials totaling 99 people. This non-probability purposive sampling technique was chosen because there are no statistics that determine the size of the population. The data analysis technique used is the Partial Least Square Structural Equation Model used. Hypothesis testing was carried out with the results of innovation affecting marketing strategies, the second hypothesis was marketing strategies affecting the performance of business actors, The original sample value was positive which showed that the direction of the relationship between marketing strategies and the performance of business actors was positive, so it could be concluded that the second hypothesis was accepted. The marketing strategies implemented by Shopee in improving the company's performance are still not optimal. It is recommended that the selection of suppliers in providing products on Shopee is more selective so that the quality of the product, product variety and content in the application are in accordance with what is displayed. For the provision of discounts in the product distribution process to consumers so that it is clearly informed to each consumer account so that there is no misperception. Innovation needs to be improved by Shopee in terms of other payment services such as payments for the use of transportation services. So that consumers who have the SPayLater application can make their payments more conveniently. Shopee's performance still needs to be improved through the addition of suppliers from outside Indonesia so that consumers in Indonesia who want products from abroad can make purchases on the Shopee application so that the number of consumer purchases will increase.

KEPUASAN PASIEN DI POLIKLINIK GIGI DAN BEDAH MULUT DI RUMAH SAKIT

Background: Consumer satisfaction is closely related to service quality. The standard for patient satisfaction in health services is set nationally by the Ministry of Health of the Republic of Indonesia, with a minimum of patient satisfaction of above 95% (Ministry of Health of the Republic of Indonesia, 2016). The results of a survey of public satisfaction with Hospital services in South Sumatra from January to June 2022 showed a survey result with a value of 88.18 (very good). Method: This type of research is quantitative with an analytical survey design with a cross-sectional approach, the population is patients at the Dental and Oral Surgery Polyclinic of Martapura OKU Timur Hospital with sample of 59 respondents and the sampling technique is accidental sampling. Univariate, and bivariate data analysis Result : Based on the results of univariate analysis, it was found that women (91.5%), young age (57.6%), higher education (55.9%), dissatisfied (64.4%), poor tangible (54.2%), poor reliability (69.5%), poor responsiveness (74.6%), poor assurance (79.7%), and poor empathy (71.2%). The results of statistical tests using chi square showed a relationship between tangible (p value 0.000), reliability (p value 0.000), responsiveness (p value 0.003), assurance (p value 0.002), empathy (p value 0.000) and patient satisfaction. Conclusion : Conclusion of the existence of a real relationship, reliability, responsiveness, assurance, empathy with patient satisfaction. It is expected that health workers in Hospital area will further improve the quality of service in order to increase patient satisfaction. Keywords: Patient satisfaction, service quality, hospital

ANALISIS KEBIJAKAN, RETRIBUSI, DAN PELAYANAN PARKIR TERHADAP PENDAPATAN ASLI DAERAH KOTA BATAM

With the increasing number of motorized vehicles from year to year in Batam City, parking areas are certainly a concern for the Batam City Government. The arrangement of the parking area will result in a levy that can be collected from the use of the parking area. This levy will increase the PAD of Batam City, but from the implementation of the policy based on the Batam Mayor Regulation Number 52 of 2018 concerning the implementation instructions for the Batam City Regional Regulation Number 3 of 2018 concerning the implementation and retribution of parking has not been optimal in achieving targets and realization. The purpose of this study is how the implementation of the parking management system is based on the evaluation of the Batam Mayor Number 52 of 2018. The data collection technique is carried out by triangulation, the technical data analysis is data reduction, data presentation and drawing conclusions. The results of the study obtained are that the Batam City government's policy in increasing PAD has not been optimal, the obstacles are: the absence of a public satisfaction survey index to measure the extent to which the parking policy has been achieved in Batam City, the issue of Human Resources that need coaching and training. The solution is that there needs to be a change in the Draft Regional Regulation on parking with the aim of changing parking rates, changing the parking management system and improving service facilitie

A survey on the implementation of family doctor contract services in China from the perspective of resident demand.

To understand the implementation of the family doctor contract service system in China from the perspective of resident demand. A stratified random sampling design was employed to survey 6380 residents across the eastern, central, and western regions of China. Data were processed using SPSS 22.0 and Python, and statistical methods such as chi-square and rank sum tests were applied. Multivariate logistic regression analysis was used to assess the impact of various factors. (i) Overall implementation of the family doctor contract service system in China: (a) Nationwide awareness rate was 64.73%, with a contracting rate of 12.98%. (b) The overall satisfaction score for the implementation of contracted services was 3.78 out of 5, indicating general satisfaction. (ii) Regional implementation of the family doctor contract service system in the eastern, central, and western regions: (a) Awareness in the eastern region (67.76%) was higher than the national average (64.73%), while it was lower in the central region (60.44%). (b) The contracting rate in the eastern region (15.02%) was also above the national average, with the western region having the lowest rate (12.28%) but the highest willingness to contract. The current state of implementation of China's family doctor contract service system is far from the goals set out in the "Guidance on Promoting High-Quality Development of Family Doctor Contract Services". Inadequate promotion of the system and subpar service quality post-contract have led to low public trust and satisfaction. The construction of family doctor teams and the contract service guarantee mechanism remain underdeveloped.

Public Satisfaction in Medan Green Public Parks: The Role of Service Quality, Facilities, and Trust

Public Satisfaction in Medan Green Public Parks: The Role of Service Quality, Facilities, and Trust

Implementasi Prinsip Good Governance dalam Peningkatan Kualitas Pelayanan Publik: Studi Kasus pada Pemerintah Daerah

The implementation of good governance principles is crucial in efforts to enhance the quality of public services at the local government level. In this context, the principles of transparency, accountability, participation, and responsiveness serve as important foundations for creating better public services. This research aims to explore how the application of these principles can drive improvements in the quality of public services, as well as to identify the challenges faced in their implementation. Case studies drawn from several local governments in Indonesia provide a clear picture of good governance practices and their impact on public services. Through case studies in various regions, this research reveals how the application of these principles can increase public satisfaction with public services. Data obtained from surveys and field research will be analyzed to provide a clear overview of the relationship between good governance and the quality of public services.

Implementation of Core Values "BerAKHLAK" In Improving Professionalism and Performance of State Civil Apparatus

The State Civil Apparatus (ASN) in Indonesia is undergoing a transformative shift with the implementation of the BerAKHLAK core values—Berkualitas (Quality), Akuntabel (Accountability), Harmonis (Harmonious), Loyal, Adaptif (Adaptive), and Kolaboratif (Collaborative). Launched in 2021, BerAKHLAK aims to enhance professionalism, accountability, and service quality in public administration. However, research on its localized implementation in complex administrative settings like East Java remains limited. This study evaluates the implementation and impact of BerAKHLAK on the professionalism and performance of ASN in East Java, with a focus on internalization processes, challenges, and outcomes. The research employed a qualitative case study approach, gathering data from 30 diverse participants, including ASN personnel, supervisors, and service recipients. Data collection methods included semi-structured interviews, focus group discussions, and document reviews. Thematic analysis was conducted within the framework of organizational culture theory and performance management models. The study identified structured implementation strategies such as monthly workshops, mentoring programs, and performance dashboards. Leadership played a critical role in fostering a values-driven culture. Key challenges included resistance from older employees, inconsistent leadership commitment, and limited digital infrastructure. Despite these barriers, BerAKHLAK significantly improved service quality, interdepartmental collaboration, and public satisfaction. The findings highlight the transformative potential of BerAKHLAK in fostering ethical governance and professionalism. However, strategic leadership, adaptive training, and technological investment are necessary to address challenges and sustain its impact.

What's been tried: a curated catalogue of efforts to improve access to general practice.

Although increasing numbers of appointments are being provided, public satisfaction with access to UK general practice is declining. Previous attempts to improve access have not been systematically collated. We aimed to identify interventions to improve access to general practice in the UK, to organise these interventions into thematic categories, and to identify which aspects of access are targeted. Narrative systematic review. A three-stage search was conducted to identify interventions used to improve access to NHS general practice. Using an iterative process, we generated thematic categories to classify interventions according to how they are intended to work. We assessed which aspects of access they addressed using the seven-feature Candidacy Framework. The search identified 449 relevant sources reporting on interventions to improve access to general practice over the period 1984-2023. We generated six overarching thematic categories into which we organised these interventions: appointment innovations; direct patient access to services; increasing the number and range of professionals available in general practice; offering contacts beyond core hours, core settings and core services; supporting patient engagement; and supporting the wider structures of general practice. We assessed which features of Candidacy were addressed, with "permeability" (the ease with which people can use) services emerging as the most frequent feature. Multiple and diverse attempts have been made to improve access in general practice over a 40-year period. This curated, thematised catalogue offers an important resource for future efforts to improve access.

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.

How do service quality and police performance build trust to improve public satisfaction?

This study aims to explore how service quality and police performance contribute to building public trust and enhancing overall satisfaction. In an era where public perception of law enforcement is critically important, understanding the key factors that influence trust in the police is essential. The research involved 306 police officers actively serving in the field, with data collected through a questionnaire distributed via Google Forms. The primary data were analyzed using the Structural Equation Modeling Partial Least Squares (SEM-PLS) method. The analysis results indicate that the service quality of police officers does not directly enhance public satisfaction, as police performance is not adequately supported by service quality. However, police performance significantly contributes to public satisfaction, as this effect is strengthened by trust as a moderating factor. Additionally, police performance does not act as a mediating factor in the relationship between service quality and public satisfaction.

Integrating Artificial Intelligence and Blockchain to Improve the Accuracy of Halal Certification

Objective: The study aims to explore the integration of artificial intelligence (AI) and blockchain technology into the halal certification process, focusing on improving accuracy, transparency, and efficiency. It evaluates how these technologies can enhance the halal certification system in Indonesia, mainly through the SiHalal platform developed by the Halal Product Assurance Agency (BPJPH). Research Design & Methods: This study uses a qualitative approach, reviewing the literature and analyzing the implementation of AI and blockchain technologies in halal certification in Indonesia through case studies and interviews with key stakeholders to assess the effectiveness and potential impact of integrating these technologies. Findings: The study found that AI and blockchain improve efficiency, transparency, and security in the halal certification process. AI automates error detection and improves accuracy, while blockchain prevents fraud through immutable records. The SiHalal platform successfully integrates the two to simplify the process and increase public trust and user satisfaction. Implications & Recommendations: The study recommends the expansion of the SiHalal platform and further development of AI and blockchain integration to improve scalability and security, policy support for technology infrastructure and training of halal auditors, and adoption of SiHalal by halal businesses to improve efficiency and transparency, with suggestions for technology developers to continue innovating in addressing scalability and interoperability challenges. Contribution & Value Added: This study contributes to the literature on modernizing halal certification systems by showing how integrating AI and blockchain can revolutionize the process. It also provides insights into how technology increases trust, reduces fraud, and enables regulation, positioning Indonesia as a global halal market leader.

THE INFLUENCE OF SERVICE QUALITY, ACCOUNTABILITY, AND TRANSPARENCY ON CALIBRATION SERVICE SATISFACTION AT THE LEGAL METROLOGY OFFICE IN THE CITY OF PALOPO

The purpose of this study is to analyze the influence of service quality, accountability, and transparency on service satisfaction at the Legal Metrology Office in Palopo City. This study uses quantitative approach with survey method that allowed gathering the data from respondents who are users of calibration and re-calibration services. The primary data applied in this research acquired directly from respondents through questionnaires that has distributed to all businessmen or owners of measurement instruments in the Palopo city. The population in this study consists of all businessmen or owners of measurement instruments in the city of Palopo. The researcher used simple random sampling with 100 respondents, where each component of the population has an equal chance of being selected as a sample. The results of this research show that the three independent variables, which are service quality, accountability, and transparency, have a significant impact on service satisfaction. Services quality which involved aspects of reliability, accuracy, and professionalism, has proven to be a main factor in escalating user satisfaction. Furthermore, accountability and transparency in the service process also play a crucial role to raise public trust and satisfaction. This research concludes that to enhance service satisfaction, the Legal Metrology Office of Palopo City needs to constantly improve service quality, strengthen accountability mechanisms, and accelerate transparency to the public.

The Impact Of Revolution 5.0 on Digital Government and Public Service Efficiency

This study explores the impact of Revolution 5.0 on public service efficiency in the context of digital governance. The primary aim of the research is to assess how advanced technologies such as Artificial Intelligence (AI), Big Data, and the Internet of Things (IoT) are influencing the performance and efficiency of government services. This study uses a quantitative research approach, employing a descriptive and explanatory design to describe the phenomenon and analyze the relationship between Revolution 5.0 technologies (independent variable) and public service efficiency (dependent variable). Data were collected through a survey administered to 250 respondents, including government employees, State Civil Apparatus (ASN), and the public, using a structured questionnaire with Likert scale items. The findings indicate that the integration of digital technologies significantly enhances administrative efficiency, reduces processing time, and improves public satisfaction with government services. The study contributes valuable insights into the ongoing digital transformation in public administration and provides recommendations for improving digital literacy among civil servants to further optimize service delivery.

A Review on the Implicit Attitude from the Perspective of Gender Stereotypes, Addictive Behaviors, and Public Satisfaction with Medical Services

Implicit attitude is an academic conception always appears in cognitive psychology and sociology psychology. Implicit attitude can be defined as "retrospectively undetected (or misidentified) remnants of prior experience that mediate emotion, cognition, or behaviour towards a social object". These perspectives come from Anthony Greenwald and Mahzarin Banaji. Nowadays, there is a prevalent phenomenon that individuals always have concepts of implicit stereotype. For instance, an age stereotype, racial discrimination, gender bias and so on. From the perspective of research method, researchers are able to use Implicit Associations Test to demonstrate that experimental participants show a response bias in support of a stereotypical association. Overall, researchers can use various methods of implicit attitude to test stereotype in daily life, and suggest some ideas to change their concepts. Individuals with higher social trust evaluated medical services more positively. Implicit attitudes also play a role in reinforcing gender stereotypes, as seen in research on female college students in China who associate female sexuality with passivity and male sexuality with dominance. Additionally, implicit attitudes affect addictive behaviors, with studies highlighting the disparities in the implicit and explicit attitudes regarding smoking between non-smokers and smokers. Overall, understand and mitigation of implicit biases is crucial for promoting fairness and inclusivity in various sectors of society.

Pengembangan Sistem Informasi E-Permit Menggunakan Metode Rapid Application Development Pada Polsek Semendawai Suku III

The service system for making a crowd permit at the Semendawai Sector III Police is inefficient because people have to come and queue to make the letter. This can slow down the administrative flow, resulting in less public satisfaction with the services of the Semendawai Sector III Police. Therefore, this study aims to develop an e-permit information system to overcome this problem by using the Rapid Application Development (RAD) method. This system can help people apply for a crowd permit online without having to come to the office and send automatic notifications to applicants when the crowd permit is ready to be picked up. The results of the system development using the Rapid Application Development (RAD) method show that this system runs according to needs and accelerates the process of issuing crowd permits so as to provide more optimal and responsive services to the public.