Measuring the Performance of the Public Postal Service Provider in Germany

1995 ◽  
pp. 67-78
Author(s):  
Heinz Hofmann
Keyword(s):  
Service Provider ◽  
Postal Service ◽  
The Public

scholarly journals The Effect of Service Quality on Satisfaction apropos Service Recipients of Divisional Secretariats in Colombo District in Sri Lanka

2017 ◽  
Vol 7 (1) ◽  
pp. 127
Author(s):  
Nayanananda Nilwala ◽  
Kennedy Gunawardana ◽  
R. S. Lalitha Fernando
Keyword(s):  
Regression Analysis ◽  
Correlation Analysis ◽  
Service Quality ◽  
Service Provider ◽  
Sampling Method ◽  
Social Economic ◽  
Relative Impact ◽  
Vast Array ◽  
The Public ◽  
The Past

A vast array of knowledge has been accumulated on the effect of service quality on customer satisfaction, particularly with a large number of studies over the past few years. However, the effect of service quality on satisfaction of service recipients in Divisional Secretariats in the Public Sector is relatively an unattended area by researchers. Hence, this study was carried out to evaluate the effect of service quality on satisfaction of service recipients of divisional secretariats. This particular organization was selected for the study as it is considered to be the most significant service provider in terms of statutory, social, economic and development in the country. A questionnaire survey and personal interviews were conducted to collect data by using the purposive sampling method. A modified questionnaire was prepared based on SERVQUAL instruments with two additional questions. A sample of 520 service recipients from 13 Divisional Secretariats in Colombo was drawn and it was represented by 40 from each division. Correlation analysis and multiple regression analysis were used to examine the relative impact of the service quality on satisfaction of service recipients. The study revealed that all the service quality attributes positively related to satisfaction of the service recipients. The findings of the study show that satisfaction of service recipients in terms of service quality has not met the expected level, which a divisional secretariat is deemed to provide for. 

Hybrid Trust Structure in Self-Organizing Networks

2011 ◽  
pp. 80-95
Author(s):  
Tong Zhou ◽  
Lein Harn
Keyword(s):  
Service Provider ◽  
Trust Management ◽  
Ad Hoc ◽  
Service Providers ◽  
The Public ◽  
Innovative Solutions ◽  
Traditional Service ◽  
Web Of Trust ◽  
Hierarchical Management ◽  
Self Organizing

A traditional service provider of telecommunications is recognized as an authority which is trusted by the subscribers and the public. Ad hoc and Peer to Peer (P2P) networks have demonstrated advantages that service provider controlled networks lack, and they also exhibit self-organizing behaviors. A pure self-organizing network does not rely on any hierarchical management. Instead, it utilizes a web of trust for security. Its trust management is complicated and varies from node to node. In this article, we discuss a hybrid trust structure that leverages the involvement of an authority in a self-organizing network to increase trust levels between disconnected small-worlds. The new model will help service providers design more robust and innovative solutions for next generation networks and applications. [Article copies are available for purchase from InfoSci-on-Demand.com]

scholarly journals A study on the competitive strategy of the universal postal service provider

2016 ◽  
Vol 28 (8) ◽  
pp. 935-949 ◽  
Author(s):  
Momčilo Dobrodolac ◽  
Dragan Lazarević ◽  
Libor Švadlenka ◽  
Milina Živanović
Keyword(s):  
Service Provider ◽  
Competitive Strategy ◽  
Postal Service

scholarly journals Transforming the Public Sector Into an Arena for Co-Creation: Barriers, Drivers, Benefits, and Ways Forward

2016 ◽  
Vol 51 (5) ◽  
pp. 795-825 ◽  
Author(s):  
Jacob Torfing ◽  
Eva Sørensen ◽  
Asbjørn Røiseland
Keyword(s):  
Public Sector ◽  
Service Provider ◽  
Institutional Design ◽  
Systemic Change ◽  
Legal Authority ◽  
The Public ◽  
Public Leadership ◽  
Risks And Benefits

This article explores whether co-creation offers a viable path for the public sector. After an initial account of the transformation of the public sector from a legal authority and a service provider to an arena of co-creation, it defines co-creation and provides some empirical examples. This is followed by a discussion of the risks and benefits of co-creation as well as the drivers and barriers that may stimulate or hamper its expansion. The article also reflects on how institutional design, public leadership, and systemic change can advance co-creation. The conclusion summarizes the findings by setting out some researchable propositions.

scholarly journals Exploring the relationship between service quality and customer satisfaction in postal financial services

2015 ◽  
Vol 5 (3) ◽  
pp. 186-193
Author(s):  
Steven Kayambazinthu Msosa ◽  
Jeevarathnam P. Govender
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Financial Services ◽  
Service Providers ◽  
Postal Service ◽  
Cross Sectional ◽  
The Public ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
The Relationship

Service quality and customer satisfaction are related and are important factors for the success of service providers be it in the public or the private sector. This study aims to examine the relationship between service quality and customer satisfaction in the Malawian public postal service, specifically its banking division. A cross-sectional, quantitative and descriptive study was undertaken and data was collected from 400 customers using the SERVPERF model. A non-probability sampling approach was adopted and respondents were selected using convenience sampling. Reliability of the study was tested using Cronbach alpha. Correlation tests were conducted using Spearman’s rho. The results show that all the five service quality dimensions, viz. tangibles, reliability, empathy, assurance and responsiveness, are significantly and positively correlated. There was also a significant correlation between the service quality dimensions and overall service quality, customer satisfaction and customer loyalty.

scholarly journals Public Service in Interpersonal Communication

2019 ◽  
Vol 1 (5) ◽  
Author(s):  
Ira Lusiawati
Keyword(s):  
Interpersonal Communication ◽  
Communication Skills ◽  
Public Service ◽  
Service Provider ◽  
Public Services ◽  
Service Providers ◽  
Mutual Understanding ◽  
The Public

One important aspect in the implementation of public services is the ability of a service officer to interact and communicate with others. Communication is the most common thing in providing services. Good value whether or not a service is often seen from how the service providers in communicating with customers. For this communication skills must be owned and mastered properly by each service provider. In the implementation of public services, communication skills become one of the important aspects that will affect how effective the public services are provided and will determine how the community as a customer in responding to and imaging the funding organization. To communicate must be able to place humans in an honored position as well as public service is an effort to humanize humans (human humanization). In communication there is delivery of information and from one person to another. Communication will be good if there is mutual understanding between the sender and receiver of information so that the message conveyed is easily understood . This paper reviews the effectiveness of interpersonal communication within organizations to improve the quality of public services.

Hybrid Trust Structure in Self-Organizing Networks

2010 ◽  
pp. 395-409
Author(s):  
Tong Zhou ◽  
Lein Harn
Keyword(s):  
Service Provider ◽  
Trust Management ◽  
Ad Hoc ◽  
Service Providers ◽  
The Public ◽  
Innovative Solutions ◽  
Traditional Service ◽  
Web Of Trust ◽  
Hierarchical Management ◽  
Self Organizing

A traditional service provider of telecommunications is recognized as an authority which is trusted by the subscribers and the public. Ad hoc and Peer to Peer (P2P) networks have demonstrated advantages that service provider controlled networks lack, and they also exhibit self-organizing behaviors. A pure self-organizing network does not rely on any hierarchical management. Instead, it utilizes a web of trust for security. Its trust management is complicated and varies from node to node. In this article, we discuss a hybrid trust structure that leverages the involvement of an authority in a self-organizing network to increase trust levels between disconnected small-worlds. The new model will help service providers design more robust and innovative solutions for next generation networks and applications.

Article 17—Use of Protected Content by Online Content-sharing Service Providers

2021 ◽  
pp. 301-359
Author(s):  
Eleonora Rosati
Keyword(s):  
Subject Matter ◽  
Service Provider ◽  
Service Providers ◽  
Single Market ◽  
Public Access ◽  
Communication To The Public ◽  
Online Content ◽  
The Public ◽  
Content Sharing

This chapter describes Article 17 of Directive 2019/790, a copyright order in the Digital Single Market, which talks about the use of protected content by online content-sharing service providers. It talks about an online content-sharing service provider that can perform an act of communication to the public or an act of making available to the public when it gives the public access to copyright-protected works or other protected subject matter uploaded by its users. It also outlines how an online content-sharing service provider can obtain an authorisation from the rightholders by concluding a licensing agreement. The chapter analyzes the performance of an online content-sharing service provider of an act of communication to the public or an act of making available to the public under the conditions laid down in Directive 2019/790. It highlights how online content-sharing service providers will be liable for unauthorised acts of communication to the public if no authorisation is granted.

A Replication of “Weathering Corruption” ( Journal of Law and Economics, 2008)

2021 ◽  
Vol 49 (4) ◽  
pp. 589-626
Author(s):  
Adriana Cordis ◽  
Jeffrey Milyo
Keyword(s):  
Law And Economics ◽  
Large Fraction ◽  
Postal Service ◽  
Department Of Justice ◽  
Federal Funds ◽  
The Public ◽  
Disaster Assistance ◽  
Public Corruption ◽  
Using Data ◽  
Disaster Aid

Previous research using data on convictions for corruption-related crimes from the Public Integrity Section (PIN) of the Department of Justice points to a positive correlation between the amount of corruption in a state and the amount of federal funds provided to the state for natural disaster relief. We take a closer look at the relationship between public corruption and disaster assistance and find little support for the hypothesis that the provision of federal disaster aid increases public corruption. Our analysis suggests instead that prior evidence of such a link arises from an unexplained correlation during the 1990s between disaster aid and convictions of postal employees for crimes such as stealing mail. Convictions for postal service crimes appear to account for a large fraction of the total federal convictions reported by PIN, which could have far-reaching implications, given that the PIN data have been used so extensively in the corruption literature.

Correlates of Perceived Care Comfort with an EMS Professional Having a Legal Conviction

2012 ◽  
Vol 27 (4) ◽  
pp. 345-350
Author(s):  
Gary Blau ◽  
Gregory Gibson
Keyword(s):  
Sampling Strategy ◽  
Future Research ◽  
Postal Service ◽  
Due Diligence ◽  
Final Model ◽  
The Public ◽  
Phone Calls ◽  
Phone Survey ◽  
Survey Responses ◽  
Careful Screening

AbstractObjectivesThe first objective was to examine the outcome of how comfortable a potential EMS-caller would be receiving care from an out-of-hospital-care EMS professional who might have a legal conviction. A second objective was to test for correlates that would explain this outcome.MethodsIn the autumn of 2010, a structured phone survey was conducted. To maximize geographical representation across the contiguous United States, a clustered, stratified sampling strategy was used based upon US Postal Service zip codes.ResultsOf the 2,443 phone calls made, 1,051 (43%) full survey responses were obtained. Data cleaning efforts reduced the total to 929 in the final model regression analysis. Results revealed significant public discomfort in receiving care from EMS professionals who may have such a conviction. In addition, respondents who are less educated and older more strongly (1) agree that EMS professionals should have their licenses revoked for wrongdoing; (2) agree EMS professionals should be screened before being hired; (3) perceive EMS credentials to be important; (4) support a lawsuit for improper care; and (5) are collectively less comfortable with being cared for by an EMS professional who may have a legal conviction. Reliable scales were found for future research use.ConclusionThere is significant public discomfort in receiving care from EMS professionals who may have a legal conviction. The results of this study provide increased impetus for the careful screening of EMS professionals before they are hired or allowed to be volunteers. Beyond this due diligence, the results serve as a reminder for increased EMS provider awareness of the importance of exhibiting professionalism when dealing with the public.Blau G, Gibson G. Correlates of perceived care comfort with an EMS professional having a legal conviction. Prehosp Disaster Med. 2012;27(4):1-6.

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