Citizen Satisfaction Research Articles

Confucian Democracy in East Asia: A Discussion of Sungmoon Kim’s Democracy After Virtue: Toward Pragmatic Confucian Democracy

Confucian Democracy in East Asia: A Discussion of Sungmoon Kim’s <i>Democracy After Virtue: Toward Pragmatic Confucian Democracy</i>

Социальная поддержка пожилых граждан в эмоционально-психологической сфере

The article is devoted the actual problem – the satisfaction of elderly citizens with emotional and psychological support from the social service system. The article presents the results of the qualitative research (interview) as part of the research group at the Department of Sociology of Social Work of Saratov State University in Saratov and the region. On the basis of the qualitative methodology, the groups of elderly citizens who need emotional and psychological assistance are studied and the level for the need for specialized psychological assistance for the elderly is identified.

Citizen satisfaction in the service delivery of city corporations in Bangladesh

Citizen satisfaction in the service delivery of city corporations in Bangladesh

The value of an integrated approach to assessing the availability of primary health care, taking into account public opinion and EMIAS data

Introduction. The study of public opinion as the basis for strategic planning of the activities of medical institutions is more relevant than ever, as it allows finding ways to solve the problems of ensuring the availability and satisfaction of citizens with medical care. Purpose. Comparative assessment of the availability of primary health care based on the results of a sociological study of public opinion and data from the Unified Medical Information and Analytical System of the City of Moscow (UMIAS). Material and methods. To study public opinion, the practice of population survey was used, which was conducted through direct interviewing with filling out questionnaires of visitors to Moscow polyclinics and the method of questioning doctors based on a questionnaire developed by researchers. To analyze the data, the authors used general scientific methods of cognition, including the dialectical method, a systematic approach, logical correspondence and harmonization, detailing and generalization. As part of the study, the index value of the patient loyalty to the medical institution (MI) was calculated according to Net Promoter Score (NPS) method as the difference between the share of the “Promoters” group and the share of the “Critics” group in the total number of responses. Results and discussion. The established correlations indicate the opinions of doctors and citizens to coincide and the UMIAS data on the issue of assessing the accessibility of admission of level 1 doctors for citizens. Based on the results of a sociological survey, the number of dissatisfied patients is mainly affected by managing medical care and its availability. The study confirmed that the higher the availability of an appointment with a level 1 doctor, the lower the number of visits the doctor on duty. Conclusion. The conducted research has shown the practicality of an integrated approach to evaluating the activities of medical organizations based on the results of public opinion research and UMIAS data.

Satisfaction with the Police in Chile: The Importance of Legitimacy and Fair Treatment

ABSTRACTThis study addresses a void in the literature on public attitudes toward police in Latin America. It integrates three theoretical models of the determinants of citizen satisfaction with police work in Chile: demographic, quality of life in the neighborhood, and experiential. The study tested the integrated model using a novel random sample of 996 individuals living in the Metropolitan Region of Santiago. The results underscore the importance of legitimacy centered on fair treatment, respect for human rights, and the perception that the police represent society. The findings are also significant for the Chilean institutional political process and for the Latin American police reform debate.

Citizen's satisfaction with municipal government when participating in public governance

Esta pesquisa objetiva avaliar se as expectativas e o desempenho percebido estao associados a satisfacao do cidadao com o governo municipal quando participa da gestao. Para isso utilizou-se de questionario baseado na escala Servqual que e composta por cinco dimensoes de qualidade de um servico. Os resultados mostram que a percepcao do desempenho do servico publico municipal foi superior a expectativa, sugerindo qualidade positiva. Tanto a expectativa referente as dimensoes de tangibilidade, capacidade de resposta e seguranca, quanto o desempenho relativo as dimensoes de tangibilidade, seguranca e empatia influenciam a satisfacao do cidadao. Os resultados contribuem com a teoria ao relacionar a participacao na gestao publica com a satisfacao do cidadao e podem colaborar no indicativo de direcionamento de politicas publicas governamentais.

Determinant factors of individuals’ decision to emigrate in rural Spain: The role of ICT-based public policies

Depopulation is a dramatic problem in rural inland Spain. The present study draws on a survey administered to inhabitants of rural areas to analyse the factors influencing the decision to emigrate to larger centres of population, with a special focus on the impact of ICT-based public policies. The findings show that size of municipality, age and education affect the intention to emigrate. It is found that the digital divide in terms of quality of ICT access has not, in many cases, been overcome, having an effect on citizen satisfaction. To guide public actions, we identify population profiles depending on both level of satisfaction with ICT development and preference towards specific ICT-related public policy measures intended to combat depopulation. We also find that most individuals continue to think that improving investment in ICT infrastructures should be a priority of public policy, compared to more advanced measures such as bolstering e-government.

We shall endure: Exploring the impact of government information quality and partisanship on citizens' well-being during the COVID-19 pandemic

Based on the information-as-coping perspective, we provided a theoretical framework to understand how the quality of government information and citizens' partisanship impact citizens' wellbeing in terms of satisfaction with life and anxiety during COVID-19. With survey data from 705 respondents in Indonesia, we found that government information quality is of vital importance in helping citizens get ready to fight the pandemic, as well as lowering their anxiety. Our results show that higher information quality leads to a higher ability to respond quickly to the crisis, as well as a reduced level of information overload. While partisanship is a significant predictor of information overload, it had no significant impact on perceived quick response ability. Quick response ability and information overload, in turn, predict anxiety and citizen's satisfaction with life.

Parameters Influencing Citizens’ Levels of Satisfaction: Soft Indicators of ‘Good Governance’

Previous studies highlighted the importance of soft indicators (e.g., quantitative sociological survey) influencing citizen satisfaction towards municipal service quality. Citizen satisfaction assessments have raised concerns over numerous independent parameters such as gender, age, and education on satisfaction levels toward administrative performance. It is also crucial to underline that the application of sociological survey for improving service quality is not well understood by municipal officers or scholars. To obtain substantial combined multiple indicators of service quality, it seems rationale to reconnoitre numerous parameters of citizen satisfaction and quantitatively investigate impacts of independent variables (e.g., gender, age, education) on corresponding satisfaction levels by using some advanced statistical tools. In this sociological assessment, a targeted population was constructed of Bangkok Metropolitan administration (BMA) stakeholders (n = 38,500), which are as follows:&#x0D; &#x0D; -&amp;nbsp;&amp;nbsp;&amp;nbsp;&amp;nbsp;&amp;nbsp;&amp;nbsp; Bangkok residents in 50 districts under the governance of BMA&#x0D; &#x0D; -&amp;nbsp;&amp;nbsp;&amp;nbsp;&amp;nbsp;&amp;nbsp;&amp;nbsp; Board committee, executive directors and general staff of 27 BMA offices&#x0D; &#x0D; This multiple dimensional analysis sociological survey data indicates that gender, age, and education play some important roles in governing municipal citizen satisfaction levels. Overall, the knowledge of relationship between citizen satisfaction levels and independent parameters can enhance the service quality of municipal administration.

Exploring Managerial Attitudes Toward Various Participation Mechanisms in Response to Citizen Satisfaction Signals on Public Service Quality

This study identifies the impacts of different citizen satisfaction signals (positive/negative) on managers’ agreement to use various participation channels. Citizen satisfaction with public service quality plays an essential role in managers’ accountability expectations. Accordingly, it is crucial to examine how public managers use participation mechanisms, reacting to citizen satisfaction signals on public service quality. The results confirm a negativity bias: Managers are more reactive to citizens’ negative signals than a positive signal in their service quality evaluations. However, the negative signal’s effect does not reach the participation tools, where the degree of their decision-making is highly delegated to citizens.

The Effect of Environmental Degradation, Climate Change, and the European Green Deal Tools on Life Satisfaction

Environmental issues, sustainability, and climate change have become the targets of many policies from international and governmental organizations including the EU’s European Green Deal action plan. This plan provides tools to address them—which include support for the circular economy, implementation of energy and environmental taxes, and investment in environmental protection—with the aim of favoring the well-being of EU citizens. In this context, this study analyses the impact of several parameters (environmental matters, global warming, circular economy, energy and environmental taxes, and expenditure and investment on the environment) on life satisfaction, or subjective well-being, and their effects on 33 European countries. For this purpose, four econometric models were carried out using data collected from the World Values Survey (WVS), the European Values Study (EVS), and the World Bank and Eurostat, reflecting subjective citizen satisfaction data. The findings present a highly significant inverse relationship between life satisfaction variables and both environmental problems and energy taxes. Additionally, there is a highly significant positive relationship between circular economy, environmental tax, and environmental protection expenditure parameters and life satisfaction variables, as well as, to a lesser degree of significance, with noise pollution from neighbours.

Do citizen participation programs help citizens feel satisfied with urban redevelopment policy in China?

Debates on urban redevelopment policy have emerged and been evolving in China, raising theoretical and practical concerns. Prior researchers have realized that the proactive behavior of government officials can influence satisfaction in urban redevelopment policymaking. However, the internal mechanism is still unclear. Employing the policy implementation process theory, this paper develops a theoretical model to explore how the proactive behavior of government officials affects citizen satisfaction. An analysis of a survey of Chinese citizens participating in public affairs shows that the government officials’ proactive behavior matters for citizen satisfaction by promoting proactive participation and dampening passive participation. The results also highlight the moderating role of public trust and government officials’ responsiveness in the relationship between citizen behavior and satisfaction. Based on our findings, practical interventions aiming at improving participation and citizen satisfaction should be taking active and affirmative measures from regulation to interaction, improve the public trust and establish timely and effective response mechanisms.

Harnessing the Potential of Artificial Intelligence to Foster Citizens’ Satisfaction: An empirical study on India

Governments are increasingly employing artificial intelligence (AI) enabled services though this is still a relatively new concept that is in nascent stages of implementation. Despite growing emphasis by governments on employing AI-enabled services, many citizens are skeptical of their benefits; this makes an analysis of AI-enabled services an important area of research, especially from the perspective of citizens. This paper employs IT assimilation theory and public value theory to develop a theoretical model that examines whether the introduction of AI-enabled services would generate public value for citizens in India. The model employs the Partial Least Square-Structural Equation Modeling (PLS-SEM) technique to examine how risk factors impact the uptake of AI-enabled services in India. Based on 315 interviews conducted in India, the study highlights that the breadth and depth assimilation of AI-enabled services positively impacts and enhances the satisfaction of citizens, which in turn generates public value.

Implementation of Government Performance Accountability System (SAKIP) in Indonesian Local Government (Case of Regional Development Planning Board of Sukabumi Regency)

The use of performance measurement system in the public sector (PMS) has become a panacea in addressing an inefficient bureaucracy that fails to meet the citizen satisfaction by its lethargic service delivery. It has introduced a way for public managers to better generate outcome policy into a concrete-measurable actions. While many countries already demonstrates the benefit of using the system, Indonesia remain struggle in implementing the ideal of performance management particularly in the context of local government that usually lacking of adequate capacity and sources. Despite the continuous support by central government, the diverse of socio-environmental context hinder local government to fully implements of SAKIP. This paper sought to portray the implementation and challenges that is faced by one local government agencies in Sukabumi, West Java Indonesia in implementing Indonesian public performance management system (SAKIP). This paper is using qualitative approach by conducting structured interview to key informants. The results showed that organizational variables have been able to accommodate the implementation of SAKIP policy through units formed specifically in organizational structure and governance regulations, organizational interpretation variables are still necessary to improve the dissemination of policy information to all levels of employees, application variables where the implementation of policies are still experiencing constraints, especially in planning and evaluation, as well as a lack of specific strategies in improving organizational performance. This paper reinforces the results of previous studies related with performance management system in Indonesian local government that its implementation has not been yet showing their best result.

The Impact of Public Sector Employee Performance on Citizen Satisfaction: The Case of MEHE

Governments nowadays are being more attentive to the importance of gaining citizens' satisfaction and trust, knowing that their trust would maintain political stability, allowing them to have more control and function easily and more effectively. One of the influencers of citizens' satisfaction is the public sector services and the performance of the employees in this sector. This research studies the micro performance theory by studying the relation between the performance of the ministry of education and higher education in Lebanon and citizen satisfaction. To study this relation a survey was conducted to study the level of citizen satisfaction toward the ministry's performance. The survey also assessed the performance of the Ministry of Education and Higher Education employees from the citizens' perspective. Our research also compared the public and private university graduates' satisfaction towards the ministry's performance since the survey was distributed online to graduated students among the Lebanese public university and graduates from different Lebanese private universities. The result of the survey along with existing data was analyzed to study the impact of the ministry's performance towards citizen satisfaction leading to a conclusion regarding the effect on the level of citizen's trust towards government institutes.

Performance index for public housing in East Malaysia

ABSTRACT Low-income housing in both developing and developed countries faces several unhealthy conditions that expose the dwellers to hazards. Considering that achieving overall citizen satisfaction requires the provision of healthy and affordable housing, Malaysia has consistently initiated different housing programs to support its citizens, primarily low-income households. One such is the Government Housing Schemes, whose performance has been called to question over the years. This study aimed to develop a performance index to evaluate public houses in East Malaysia by considering a four-step evaluation such as item selection, an examination of relationship, index scoring and index validation. Contributing factors towards the performance of public housing were determined and evaluated following their importance to create a performance index for the public housing in East Malaysia. Some primary factors and their indicators (the sub-factors) were identified based on an extensive literature review. After that, copies of questionnaires were administered in different locations and analysed using a decision support tool. The result indicated the importance of the performance index in contributing to low-income household's health, comfort and improved living affordability.

Citizen participation and citizen satisfaction in the New Rural Development in Nha Be District between 2016-2020

The ultimate goal of building a New Rural Development (NRD) (similar to the Saemaul Undong Movement in Korea) is to sustainably improve the material and spiritual life of the people. Our study investigates how citizen participation may influence the effectiveness of the NRD program and citizen satisfaction in implementing the NRD in Nha Be District from 2016 to 2020. Our work adopts a questionnaire-based study designed to collect data from 780 participants using the random cluster sampling technique. Our findings reveal that citizen participation significantly affects citizen satisfaction via the mediating role of the NRD program effectiveness but not directly between citizen participation and citizen satisfaction. Finally, our study offers theoretical contributions and policy implications for decision-makers and NRD program managers.

The Analysis of Opportunities of the Application of Big Data and Artificial Intelligence Technologies in Public Governance and Social Policy

This interdisciplinary article presents a concept of the 21st century and phenomena that are products of the 4th industrial revolution – big data and Artificial Intelligence technologies – as well as the opportunities of their application in public governance and social policy. This paper examines the advantages and disadvantages of big data, problems of data collection, its reliability and use. Big data can be used for the analysis and modeling of phenomena relevant to public governance and social policy. Big data consist of three main types: a) historical data, b) present data with little delay, c) prognostic data for future forecasting. The following categories of big data can be defined as: a) data from social networks, b) traditional data from business systems, c) machine-generated data, such as water extraction, pollution, satellite information. The article analyzes the advantages and disadvantages of big data. There are big data challenges such as data security, lack of cooperation in civil service and social work, in rare situations – data fragmentation, incompleteness and erroneous issues, as well as ethical issues regarding the analysis of data and its use in social policy and social administration. Big data, covered by Artificial Intelligence, can be used in public governance and social policy by identifying “the hot spots” of various phenomena, by prognosing the meanings of variables in the future on the basis of past time rows, and by calculating the optimal motion of actions in the situations where there are possible various alternatives. The technologies of Artificial Intelligence are used more profoundly in many spheres of public policy, and in the governance of COVID-19 pandemics too. The substantial advantages of the provided big data and Artificial Intelligence are a holistic improvement of public services, possibilities of personalization, the enhancement of citizen satisfaction, the diminishing of the costs of processing expenditure, the targeting of adopted and implemented decisions, more active involvement of citizens, the feedback of the preferences of policy formation and implementation, the observation of social phenomenas in real time, and possibilities for more detailed prognosing. Challenges to security of data, necessary resources and competences, the lack of cooperation in public service, especially rare instances of data fragmentation, roughness, falseness, and ethical questions regarding data analysis and application can be evaluated as the most significant problems of using big data and Artificial Intelligence technologies. Big data and their analytics conducted using Artificial Intelligence technologies can contribute to the adequacy and objectivity of decisions in public governance and social policy, effectively curbing corruption and nepotism by raising the authority and confidence of public sector organizations in governance, which is so lacking in the modern world.

GOVERNANCE AND RESPONSE SERVICES IN SELECTED MUNICIPALITIES

The income inequality of two municipalities could affect the governance of local government units (LGUs). This study compared the governance and response of two municipalities with different income classification. It also determined the citizens’ perception of corruption and people’s attitude toward the LGU. This study is a comparative-descriptive type of research utilizing secondary data, particularly the Citizen Satisfaction Index System (CSIS) research reports. The second class municipality provided more services to the citizens than in the 4th class municipality. However, there was no significant difference in the citizen satisfaction (z-value = 1.93, p-value = 0.0536) on the governance and response overall services of the 2 LGUs. There were twenty-one (21) out of 150 citizen-respondents (14%) of the 4th class LGU experienced or encountered corruption while 11 or 7.33% of the citizens in the 2nd class LGU experienced corruption. The residents of both municipalities showed positive attitude toward the municipal government and perceived that their LGUs are moving towards the direction of its vision and attainment of its mission. Improvement of the LGU governance and response services on disaster risk reduction and management focusing on emergency preparedness in case of natural calamities and disaster such as pandemic is highly recommended.

Utjecaj dobrog upravljanja na povećanje zadovoljstva građana uslugama javnog sektora / Good Governance Impact on Increasement of Citizen Satisfaction with Public Sector Services

Contemporary activities of both private and public sector enacts new methods and principles in terms of adapting to everyday market changes. Public sector organizations, including local self-government institutions, are challenged with new demands that are not always easily achieved. At such a time, the application of contemporary managerial concepts, such as New Public Management and Good Governance, are crucial for the efficiency and effectiveness of the public sector organizations. In transitional countries, and especially those that are candidates for accession to the European Union, such as Bosnia and Herzegovina, the most demanding criterion is public administration reform. That reform includes improvement of organizational and functional efficiency and effectiveness, reorganizing public administration from the state level to local self-government level, and improvement of public services. In this regard, the paper focuses on research of the efficiency of the public sector in Bosnia and Herzegovina and the countries of the Western Balkans, with focus on citizen satisfaction with certain public sector services. Citizen satisfaction with public services and public institutions can be considered as a direct outcome of government’s policy and activities. Also, citizen satisfaction survey results can reveal a lot on the issues of how governments function, both in terms of citizen actual experiences and their expectations. The paper presents the results of Western Balkans countries compared with the results of European Union countries in terms of health services, education, ease of doing business and e-government. Western Balkans countries do not have a sufficiently developed system for monitoring the satisfaction of public service users and harmonizing reform measures, and also they have not developed well a system of functional cooperation with private and civil sectors in order to improve the quality of public services and citizen satisfaction.