Citizen Satisfaction Research Articles

A Research on The Satisfaction of Citizens in Public Services: Niğde Province Case

Geliştirilen kamu politikalarının bir uzantısı ve aynı zamanda da aracı olduğu bilinen kamu hizmetleri, değişkenlik yani koşullara uygunluk özelliği doğrultusunda kamu yönetimi sistemindeki değişikliklerden kaçınılmaz biçimde etkilenmektedir. Bu çerçevede yeni kamu yönetimi yaklaşımıyla birlikte, kamu hizmetlerinin nitelik ve yöntemlerinin de tartışıldığı görülmektedir. Çünkü değişen yönetim anlayışına bağlı olarak sunulan hizmetlerin temeline etkinlik ve verimlilik, şeffaflık ve hesap verebilirlik, vatandaş memnuniyeti ve katılımcılık ile kalite gibi kavramlar yerleştirilmektedir. Paradigma değişimi olarak adlandırılan bu süreçte vatandaşların da kamu hizmetlerinden beklentileri çeşitlenmektedir. Ön plana çıkan vatandaş memnuniyeti ve kalite yaklaşımlarının yansıması olarak ise, kamu hizmetlerinin vatandaş tarafından değerlendirilmesi ve hizmetlerde iyileşmenin sağlanması adına çalışmalar yapılmaktadır. Niğde’deki kamu kurumlarının sunmuş oldukları kamu hizmetlerinden vatandaşların duydukları memnuniyetin düzeylerini ölçmek amacıyla yapılan bu araştırmada dört farklı yıla ait verilerin karşılaştırılması yapılarak hizmet kalitesindeki iyileşme düzeyleri ve kamu kurumlarına duyulan güven olgusundaki değişiklikler tespit edilmeye çalışılmaktadır. Niğde özelinde yürütülen bu araştırmanın sonucunda vatandaşların hem güven olgusunda hem de memnuniyet düzeylerinde nispi bir artış olduğu belirlenmektedir. Bu noktada kamu kurumlarının iyi oldukları hususların sorulduğu alanda katılımcıların %67,2’sinin teknolojik altyapıyı kullanma olarak değerlendirdikleri dikkat çekmektedir. Dolayısıyla kamu kurumlarının teknolojik altyapı ve personelin bu teknolojiyi kullanma kapasitelerindeki gelişmelerin vatandaşların memnuniyet düzeyleri üzerinde olumlu bir etkide bulunduğu düşünülmektedir. Ayrıca, araştırma sonucunda hizmet kalitesi, memnuniyet düzeyi ve güven olgusu arasında doğrudan bir ilişki olduğu tespit edilmektedir.

Measuring Citizen Satisfaction with Public Services Delivery: Evidence from Kuwait Public Sector

Measuring Citizen Satisfaction with Public Services Delivery: Evidence from Kuwait Public Sector

Citizen Satisfaction With Mandatory E-Government Services: A Conceptual Framework and an Empirical Validation

Few studies have examined the antecedents of citizen satisfaction in relation to mandatory e-government services pertaining to promising sectors such as education. This study was thus aimed at developing and empirically test a model based on a blend of information systems success models, in conjunction with trust theory. In Saudi Arabia, the Ministry of Education has launched a mandatory e-government service intended to assist high school graduates in their university academic admission process. To test the model, a questionnaire was constructed and data from 780 university students were collected. The findings show that the perceived usefulness of and trust in e-government mediated the indirect effect of both system quality and information quality on citizen satisfaction. System quality exhibited the strongest such overall total effect on citizen satisfaction. Policymakers can take advantage of the findings in adjusting the resources required to increase citizen satisfaction with mandatory services in education.

Service Design and Citizen Satisfaction with E-Government Services: A Multidimensional Perspective

This research examines the relationship between service design and citizen satisfaction with e-government services. Based on a multidimensional conceptualization of service, we define three key service perceptions, each comprising different design characteristics, that jointly influence perceived service quality and citizen satisfaction with e-government services. The service perceptions and their corresponding design characteristics are: (1) perceptions of a core serviceaccuracy, completeness, self-service capability, and convenience; (2) perceptions of facilitating servicesaccessibility, privacy protection, security protection, and user support; and (3) perceptions of supporting servicespersonalization capability and transparency. We tested our research model using data from a two-stage survey of 3,065 users of three e-government services. The results showed that all design characteristics contributed to their respective service perceptions that influenced perceived service quality that in turn influenced citizen satisfaction. The finding of a three-way interaction among the service perceptions supported their complementary role in influencing perceived service quality.

Do Municipal Facebook Performance and Citizen Satisfaction go Hand in Hand?

This paper examines the relation between municipalities’ social media performance and citizen satisfaction with the municipality. An observational study was conducted, based on four different Swedish national public data sources. The study shows that municipalities’ Facebook performance is correlated to citizens’ satisfaction with living in the municipality and with satisfaction with municipal service provision. There was however no significant relationship between Facebook performance and satisfaction with transparency and influence from a citizen perspective. In conclusion, one important implication of the study is that citizen perception regarding whether a municipality is a good place to live in or not is relat‑ed to the use of social media for promoting the municipality. Furthermore, a relation between satisfaction and citizen perception of government service performance implies that social media could be valuable for interaction and co‑creation. Finally, an implication is that usage of social media and the potential relationship to trust, influence and transparency must be further elaborated and studied. Overall, our recommendation is that municipalities and their citizens may benefit from well thought‑out strategies of how to use social media for marketing, interaction and co‑creating.

INFORMATIZATION OF SOCIAL PROVIDING AS A MAIN ELEMENT IN THE FORMATION OF DIGITAL ECONOMY

Introduction. In the conditions of digital society formation, the informatization of the social security sphere is a necessary component and guarantee of successful implementation of social policy aimed at quality and timely satisfaction of citizens' needs. Therefore, a prerequisite for the effective functioning of social protection and public service authorities is the development and technical innovation of social services and channels for their implementation through automated information systems, should be consistent with the innovation strategy of development of the social sphere as a composite digital economy of the state. Purpose is to substantiate the expediency of application of the newest digital technologies in the sphere of social security and novelization of social services on this basis, as well as to reveal features and advantages of social protection of the population through automated information systems and channels of their implementation. Results. The necessity and role of informatization in the modern digital society and the main challenges that lead to its implementation in the field of social security have been substantiated. The key automated information systems, which contribute to the construction of a common information space of the social sphere and allow to increase social protection of the population in domestic conditions, as well as the emergence of a new service-oriented social service with a wide range of information and communication services, have been analyzed. The necessity of training and retraining of highly qualified creative specialists of new specialties was noted and generalized principles of systems of skills development in the conditions of informatization, which are important in the selection of social workers, were defined. Conclusions. Social protection and social welfare institutions, when formulating their own strategies, should consider the information and communications technology vector of development as an essential means of improving their functioning, since this will determine the effectiveness of social policy implementation in the State and the level of satisfaction of citizens with social services. The results of informatization of social processes are manifested in the implementation of automated information systems and the construction of a single unified information space of social security, the development of new service products, electronic filing of documentation and simplification of procedures for obtaining social security, transparency of social security and, as a result, successful social policy.

An analytical study of the service gap vis-à-vis law enforcement agencies: as perceived by women

Crime of different nature against women in India has gained momentum and thereby drawing the attention of policy makers, law enforcement agencies, NGOs and researchers. This study aims to analyse and interpret the service gap and anticipated role of police officials in the purview of expectations and perception of women. The data has been drawn and inferred from the available literature on performance deliverables of police officers and citizen's satisfaction level. Cross sectional research design was applied to study the expectations of women from police officers and measures taken to handle atrocities against them. A sample of 300 respondents (women) was selected employing judgemental and quota sampling techniques. Here, 265 questionnaires were found to be complete in all respect (with a response proportion of 88.33%) and thus included in the study. The findings reveal that satisfaction level of women with the police officers, thereby listing their expectations from the law enforcement agencies in terms of controlling crime situations. It was also discovered that performance management system of the police department lacks the performance deliverables expected by the women in the state of Uttar Pradesh (India).

An analytical study of the service gap vis-à-vis law enforcement agencies: as perceived by women

Crime of different nature against women in India has gained momentum and thereby drawing the attention of policy makers, law enforcement agencies, NGOs and researchers. This study aims to analyse and interpret the service gap and anticipated role of police officials in the purview of expectations and perception of women. The data has been drawn and inferred from the available literature on performance deliverables of police officers and citizen's satisfaction level. Cross sectional research design was applied to study the expectations of women from police officers and measures taken to handle atrocities against them. A sample of 300 respondents (women) was selected employing judgemental and quota sampling techniques. Here, 265 questionnaires were found to be complete in all respect (with a response proportion of 88.33%) and thus included in the study. The findings reveal that satisfaction level of women with the police officers, thereby listing their expectations from the law enforcement agencies in terms of controlling crime situations. It was also discovered that performance management system of the police department lacks the performance deliverables expected by the women in the state of Uttar Pradesh (India).

Bureaucracy unbound? The end of dominant party rule and the politics-administration interface in West Bengal

ABSTRACTThe end of dominant party rule is a fraught moment for political-bureaucratic relations in developing countries, with critical implications for public service delivery. This article examines political change in the state of West Bengal in eastern India, where a coalition of left-wing parties was deposed from power in 2011 by a populist opposition after 34 years of uninterrupted rule. The “change” party in West Bengal has not only avoided bureaucratic instability, public officials were successfully mobilized to increase the flow of public services. I argue that this anomaly can be explained by incorporating two variables whose effects have been under-theorized in existing research – the nature of the political mandate against the erstwhile dominant party and the organizational structures of the alternation party. More specifically, I argue that the electoral disintegration of the Left and the populist orientation of the new ruling party were crucial in producing a framework for cooperative political-bureaucratic relations. In the long run, however, as the frequently insufficient quality of these services indicate, only a programmatic mode of party politics can deliver lasting citizen satisfaction.

Multi-Level Analysis of Public Services and Citizen Satisfaction: The Case of Turkey

Multi-Level Analysis of Public Services and Citizen Satisfaction: The Case of Turkey

E-Government and Citizen Satisfaction in Jordan: EGOVSAT Testing Using Sem Approach

E-Government and Citizen Satisfaction in Jordan: EGOVSAT Testing Using Sem Approach

Evidence-driven policy-making using heterogeneous data sources—The case of a controlled parking system in Thessaloniki

AbstractPolicy-making in local public administrations is still largely based on intuition rather than being backed up by data and evidence. The goal of this work is to introduce the methodology and software tools for contributing toward transforming the existing intuition-based paradigm of policy-making into an evidence-driven approach enabled by heterogeneous sources of data already available in the city. More specifically, methods for data collection, efficient data storage, and data analysis are implemented to measure the economic activity, assess the environmental impact and evaluate the social consequences of certain policy decisions. Subsequently, the extracted pieces of evidence are used to inform, advise, monitor, evaluate, and revise the decisions made by policy planners. Our contribution in this work is on outlining and deploying an easily extendable system architecture to harmonize and analyze heterogeneous data sources in ways that are found to be useful for policy-makers. For evaluating this architecture, we examine the case of a controlled parking system in the city of Thessaloniki and try to optimize its operation by balancing effectively between economic growth, environmental protection, and citizen satisfaction.

What Happens When Municipalities Run Corporations? Empirical Evidence From 290 Swedish Municipalities

Across the globe, local governments have increasingly begun to rely on municipally owned corporations (MOCs) to provide public services, mounting to what scholars describe as a burgeoning corporatization in local government. Some studies have described this development as a rational response to financial stress and contemporary austerity challenges, and emphasize the cost-efficiency of MOCs (the optimistic view). However, several scholars have identified problems associated MOCs relating to weak steering and supervision, lack of accountability, and heightened corruption risks (the sceptical view). Hitherto, no studies have tested these diametrically opposing expectations on the effects MOCs in the one and same analysis. This paper addresses the competing views by studying Sweden, a country with a dramatic growth in the number of MOCs since the 1970s. We examine the association between the number of MOCs, citizen satisfaction with local government, local tax rates and a survey-based corruption measure for all 290 Swedish municipalities. Ultimately questioning the ‘optimistic view’, the results indicate that municipalities that rely heavily on MOCs in service delivery have higher taxes, not more satisfied citizens, and are associated with higher corruption levels.

ASSESSMENT AND INFLUENCE OF A FAMILY PHYSICIAN ON THE HEALTH STATUS OF THE POPULATION OF AMALGAMATED TERRITORIAL COMMUNITIES

Introduction: Primary health care is the most important part of the health system. Family physicians, as representatives of this link, are key figures who are assigned a number of responsibilities for the prevention, diagnosis, and treatment of both adults and children. An indicator of the effectiveness of their work is the level of satisfaction of citizens with the quality of service. To understand the effectiveness of reform implementation, the authors evaluated the activities of the family physician and its influence on the health of citizens living on the entrusted territory. The aim of the study is an empirical analysis of the selection criteria, frequency and reasons for the citizens' visits to a family physician in the amalgamated territorial communities of the Sumy region. Materials and methods: During the research, methods of a systematic approach and comparative analysis were used. The study was conducted in the form of a survey. Calculations and processing of statistical information were carried out using the "OSA" application. Study results and discussion: The paper shows the condition of primary care as a result of the health system reform. The sociological survey on the work of family physicians in the amalgamated territorial communities concerned the criteria for choosing a family physician, the frequency of requests for medical care, and the reasons for requests, in particular for preventive purposes. The analysis showed that the percentage of signing declarations is relatively high. However, a certain formality of this process was observed, since a significant percentage of citizens who signed the declaration have never met their family physician. The result indicates that citizens often do not seek medical care in outpatient clinics on the territory of the amalgamated territorial community, and they rarely visit the physician for preventive purposes. According to respondents, the reason for not seeking prevention is the lack of need. Conclusion: A high percentage of residents of the amalgamated territorial communities signed declarations with family physicians. However, having analyzed the survey data, we can note a rather formal attitude to this procedure, since many residents seek medical services in other medical institutions. It is a consequence of the insufficient effectiveness of the reform of primary health care and insufficient attention on the part of local authorities to provide outpatient clinics with qualified specialists. There is a need to raise awareness about the importance of preventive measures. Keywords family medicine, family physician, preventive work, declaration, communication.

Social Qualimetry of Public Services Standardization in the Kyrgyz Republic

In this article possibilities of using social qualimetry as a new tool in assessing the quality of public services to improve the quality of services and their accessibility in the Kyrgyz Republic were described; as well as the need to develop common indicators for assessing the quality, reliability, transparency of services provided by local authorities for improvement of social policy. Despite the large number of proposed methodologies for assessing the quality of state (municipal) services provision, there are still existing problems in the procedure and determination of the assessment effectiveness. Objectives of this study analyzed in the essence of results on the government management model (municipal administration) system. The content of approaches assessing the quality of state and municipal governance, expected from the assessment of effects expressed in quantitative and qualitative indicator. Proposals to improve the effectiveness of the assessment quality, provision of state (municipal) services, the level of satisfaction of citizens with the quality of the services provided.

Packaging Government Ideas to Achieve Citizen Satisfaction and Loyalty: The CIS Model (Creating, Informing, and Supporting)

Packaging Government Ideas to Achieve Citizen Satisfaction and Loyalty: The CIS Model (Creating, Informing, and Supporting)

SNAPSHOT OF E-GOVERNMENT APPLICATIONS ACCEPTANCE AMONG THE URBAN POOR COMMUNITIES AND ITS RELATIONSHIP WITH AGE, GENDER, EDUCATION AND INCOME IN MALAYSIA

Many countries, including Malaysia, have implemented e-government applications as part of their efforts to improve the efficiency and accountability of the public authorities. E-government connects government agencies with citizens, who can conduct transactions regardless of their age, gender, education and income, requiring only a device that can access the Internet. The objectives of this paper are twofold: i) to examine the level of usage of e-governments; and ii) to analyse the relationships between age, gender, education, income, level of usage and user (citizen) satisfaction with e-government among selected poor urban communities. Empirical data were collected from four poor urban communities via a survey questionnaire. The findings illustrate that usage is still rather low, and additional effort should, therefore, be made by the relevant agencies to increase usage. Of the ten applications studied, more than 50 percent of the respondents used only one or two applications; these were the applications most relevant to them, such as those from BR1M and the National Registration Department. It was found that education and income significantly influenced e-government usage, while age and gender did not. The results also indicate that a large percentage of users were satisfied with e-government applications, although there were no correlations between age, gender, education, income and satisfaction. Keywords: age, education, e-government, gender, income, satisfaction, urban communities, usage

Effectiveness of Electronic Government in the Citizen-Centric Approach in Bandung City

This paper aims to exploit e-government effectiveness from the perspective of users by focusing on online-based business licensing services in Bandung City. This paper also aims to develop the E-government Citizen Satisfaction Framework proposed by Sigwejo and Pather (2016). The method used is a qualitative method in e-government research. The results show that there is a gap between the services provided and community expectations. Online-based business licensing services in Bandung City have not been fully effective and also have not fully given the benefits since licensing is still one of the obstacles in conducting business in Bandung City. The main findings in this paper are the three themes as a development of the e-government effectiveness model, namely users’ e-readiness, multi-channel delivery of e-government services, and the net impact. The implication of the main findings is that the integration of online services and offline services is required in accordance with the mapping of users’ e-readiness.

Факторы удовлетворенности населения Республики Калмыкия качеством предоставления государственных и муниципальных услуг

The paper presents brief results of a study of factors affecting the satisfaction of citizens of the Republic of Kalmykia with the quality of the state and municipal services provision. The subject of the study are objective and subjective factors of satisfaction. The empirical material was data from the annual monitoring of the quality of the provision of state and municipal services in the Republic of Kalmykia, during which 500 people were interviewed. By analyzing the relationships between the variables in the SPSS program, the most significant factors have been identified that affect the level of satisfaction of residents of the republic. It was found that the most important objective factors shaping the general satisfaction of the population of the republic over the course of five years are a reduction in the term for providing the service, waiting time in the queue (absence of queues), the number of required documents, courtesy and professionalism of the employees, and improvement of the conditions for receiving visitors. In addition, the following relationships were identified: the younger the respondent and the higher the level of education he received, the higher his level of satisfaction; the more often the applicant is faced with the requirement of an excessive number of documents and information, the lower his level of satisfaction.

EFEKTIVITAS UNIT LAYANAN ADUAN SURAKARTA DALAM MENERIMA KELUHAN WARGA DI KOTA SURAKARTA

The establishment of the Surakarta Complaint Service Unit (ULAS) in 2013 as a non-structural government organization unit that carried out public complaints services. ULAS was formed to improve service quality and ensure the provision of public services in accordance with the principles of good governance, including the realization of public information disclosure in response to complaints from people who are not satisfied with the services they receive. This study examines the effectiveness of ULAS in accepting citizen complaints and the steps of the Surakarta City Government to follow up on these complaints, as well as solutions. All results state the existence of effectiveness, with some special notes on the conditions or variable questions that have answers that do not agree, among others concerning: the target of resolving citizen complaints by ULAS, complaints of citizens against certain problems have not been channeled to more than one OPD, solving problems against Complaints have also not fulfilled the satisfaction and aspirations of citizens, and related infrastructure facilities have not been in line with the development of information technology. Some of these are specific notes regarding the organizational effectiveness of ULAS.