scholarly journals Study on the Difficulties of Building a Service-oriented Government——A Case Study on the Satisfaction of Public Service Quality of Guizhou Province in 2019

2021 ◽  
Vol 235 ◽  
pp. 02031
Author(s):  
Siyue Liu
Keyword(s):  
Service Quality ◽  
Public Service ◽  
Guizhou Province ◽  
The Public ◽  
Key Points ◽  
Steady Improvement ◽  
Service Oriented ◽  
Speed Up

This paper explores the difficulties of building a service-oriented government by taking the evaluation results of public service satisfaction of Guizhou province in 2019 as an example. This paper finds that building a service-oriented government is the process of improving the quality of public service in an all-round way. With the steady improvement of the public service quality in China, the public’s expectation of the public service quality has been improved by changing from the original “yes or no” to the current “good or not”. In order to speed up the construction of service-oriented government, government departments should pay attention to the change of public demand and take the comfort, richness and transparency of public service as the key points of quality improvement.

ISO 9001 and the public service: an investigation of the effect of the QMS on the quality of public service organizations

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Jorge Armando López-Lemus
Keyword(s):  
Public Sector ◽  
Service Quality ◽  
Public Service ◽  
Public Services ◽  
The State ◽  
Iso 9001 ◽  
Knowledge Generation ◽  
Content Type ◽  
The Public

Purpose The purpose of this paper is to identify the influence exerted by a quality management system (QMS) under ISO 9001: 2015 on the quality of public services organizations in Mexico. Design/methodology/approach The methodological design was quantitative, explanatory, observational and transversal, for which a sample of 461 public servants from the state of Guanajuato, Mexico was obtained. To test the hypotheses, a structural equation model (SEM) was developed through the statistical software Amos v.21. For the analysis of the data, software SPSS v.21 was used. Regarding the goodness and adjustment indices of the SEM (χ2 = 720.09, df = 320, CFI = 0.933, TLI = 0.926 and RMSEA = 0.05) which, therefore, proved to be acceptable. Findings According to the results obtained through the SEM model, the QMS under ISO 9001: 2015 is positively and significantly influenced tangible aspects (β1 = 0.79, p < 0.01), reliability (β2 = 0.90, p < 0.01), related to response quality (β3 = 0.93, p < 0.01), guarantees (β4 = 0.91, p < 0.01) and empathy (β5 = 0.88, p < 0.01) of the quality related to public services in Mexico. The study’s key contribution is that it discovered that implementing a QMS in accordance with the ISO 9001: 2015 standard has an impact on the quality of public services, with the most influential quality of response. Similarly, the assurance and dependability of service quality turned out to be important in providing public service quality. Research limitations/implications In this paper, the QMS was only evaluated as a variable that intervenes in the process of obtaining quality in public service under the ISO 9001 standard in its 2015 version. In this regard, the results’ trustworthiness is limited to the extent that the findings may be generalized in the state of Guanajuato, Mexico’s public service. As a result, the scientific community is left primarily focused on service quality to promote new future research. Practical implications The ISO 9001: 2015 standard’s QMS is one of the tools for success in both the commercial and government sectors. However, there are practical limitations, which focus on the time during which managers exercise their vision in the public sector: first, the dynamics that managers play in public policy; second, the length of time they have served in public office; and third, the interest of directors of public institutions to improve the quality of service provided by the government. Other practical consequences concern organizational culture and identity, public servant commitment, senior management or secretaries of government, as well as work and training. Originality/value The findings of this paper are important and valuable because they foster knowledge generation in the public sector through the ISO 9000 quality area. A model that permits the adoption and implementation of a QMS based on the ISO 9001: 2015 standard in public organizations that seek to provide quality in their services offered to the user is also presented to the literature. Similarly, the paper is important because there is currently insufficient research focusing on the variables examined in the context of public service in Mexico.

scholarly journals Kualitas Pelayanan Pemasangan Listrik Prabayar Pada PT. PLN (Persero) Area Pelayanan Banyumanik Semarang

2019 ◽  
Vol 3 (2) ◽  
pp. 227-232
Author(s):  
Dini Setyorini
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Public Service ◽  
Direct Evidence ◽  
Secondary Data ◽  
Service Area ◽  
Quality Service ◽  
The Public ◽  
Score Interpretation

Abstract – It cannot be denied that at present the public service is a concern of the public. Ordinary public service come from agencies that serve the community for the needs of every community. This study aims to determine quality of service for prepaid electricity installation at PT. PLN (Persero) Banyumanik Semarang service area. Analysis of the data used is a score interpretation (IS) obtained from respondents. Respondents numbered 80 people using purposive sampling. While to complete this research, the author also uses secondary data obtained from various existing sources. Based on the results of the research conducted it can be concluded that the dimensions that show service quality include tangibles ( direct evidence), reliability, responsiveness, assurance and emphaty show a strong interpretation where customers feel satisfied with the quality service of PT. PLN (Persero) Banyumanik Semarang service area.Key words : quality, service, satisfaction

Measuring factors influencing quality of software-as-a-service

2021 ◽  
pp. 026666692110563
Author(s):  
Nurul Huda Basiran ◽  
Maryati Mohd. Yusof
Keyword(s):  
Service Quality ◽  
User Satisfaction ◽  
Business Processes ◽  
Service Providers ◽  
Software As A Service ◽  
Perceived Service Quality ◽  
The Public ◽  
Business Sectors

Various industrial and business sectors use Software-as-a-Service due to its fast services. However, Software-as-a-Service providers face various challenges in providing high-quality services while simultaneously managing vast multi-tenant infrastructure models and increasingly complex user requirements. To address these problems, we identified those factors that affect the quality of Software-as-a-Service from the perspective of provider–user relationship and investigated how service providers can objectively improve user satisfaction. In a case study, we evaluated the perceived service quality of an information system in the public sector based on user satisfaction with the quality of external outsourcing service in terms of assurance, empathy, responsiveness, reliability, and communication. We identified new sub factors (commitment, skills, effectiveness, change management, business processes, and motivation) and proposed action steps that can guide best practices in ensuring Software-as-a-Service quality. These factors are greatly influenced by the communication between providers and users.

PRECONDITIONS FOR QUALITY ASSURANCE OF THE PROCESS OF MATURITY EXAMINATION

2011 ◽  
Vol 3 (3) ◽  
pp. 8-21
Author(s):  
Jolanta Urbanovič ◽  
Guoda Balaikaitė
Keyword(s):  
Quality Assurance ◽  
Service Quality ◽  
Public Service ◽  
Scientific Literature ◽  
Structured Interview ◽  
Assessment Process ◽  
Quality Model ◽  
The Public ◽  
Session Time

Researches of Maturity exams are usually restricted to the tasks of content analysis, thus maturity examinations are attached to the pedagogical field of study. However, the final examina-tion is a complex phenomenon, being the task of content and its implementation process. There-fore, to fully assess the maturity exams, the administration cannot be forgotten. Final examination is a public service and, herewith, one of the public administration areas. For the reasons identified, as well as annually emerging problems of the organisation of maturity examinations and the lack of appropriate scientific researches on this issue, it was decided to carry out a research on the quali-ty of the maturity examinations process and find out what affects the assurance of this quality. The goal of the research is to identify the preconditions of maturity examinations’process quality assurance in Lithuania. According to theoretical models, it was decided to investigate the quality of the maturity examination through the process itself, including the users of maturity ex-aminations public service and its direct providers. In order to systematize and discuss the results, the following methods were used: analysis of scientific literature and legislation, data analysis, summa-rising, comparison, questionnaire and the structured interview. The review of scientific literature showed that the quality of maturity examinations as a pub-lic service is a correspondence of the regulated process and the consumers’ expectations. Question-naire results showed that the consumers are not satisfied with the preparation of facilities and the work of people engaged. According to the interviewed, the main problem of the maturity examina-tions is inappropriate session time. The comparison of the assessment process of the providers and the consumers revealed that they differ in the preparation of the facilities, employees’ appropriate work and the session time. In this research is analysed the concept of the public service quality, the main principles of quality management and quality models, the maturity examination process, which is divided into three phases. Each stage presents the strengths and weaknesses identified by analysing law regulat-ed procedures and the results of maturity examinations research. On the basis of the research re-sults the quality assurance elements specific to each phase are established. On the whole, there can be made a maturity examination quality model and its impact identified. Key words: maturity examination, public service, quality assurance.

scholarly journals Selecting a Public Service Outsourcer Based on the Improved ELECTRE II Method with Unknown Weight Information under a Double Hierarchy Hesitant Linguistic Environment

2020 ◽  
Vol 12 (6) ◽  
pp. 2315 ◽  
Author(s):  
Zhengmin Liu ◽  
Xiaolan Zhao ◽  
Lin Li ◽  
Xinya Wang ◽  
Di Wang ◽  
...  
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Public Service ◽  
Comparison Method ◽  
Decision Problems ◽  
Crucial Issue ◽  
The Public ◽  
Deviation Degree ◽  
Fuzzy Linguistic

In present-day society, government public service outsourcing has become an irreversible trend due to the gradually increasing public pursuit of service quality and efficiency. To better meet the needs of the public and effectively improve the quality of service, it has been a crucial issue for government departments to choose the most desirable one from a series of public service outsourcers (PSOs) with distinct characteristics. In this paper, to deal with such decision problems, we propose the improved elimination and choice translating reality (ELECTRE) II method with unknown weight information under the double hierarchy hesitant fuzzy linguistic (DHHFL) environment to accurately and effectively select the best PSO. Firstly, aiming at the shortcomings of the original comparison method for double hierarchy hesitant fuzzy linguistic elements (DHHFLEs), we define the hesitant deviation degree (HDD) for DHHFLEs and, based on this, further propose a new comparison method for comparing DHHFLEs more reasonably. Secondly, inspired by the classical power average (PA) operator proposed by Yager, a new method is introduced to determine the weights of experts with respect to each attribute, based on the support degree between attributes. Afterwards, an improved ELECTRE II method is proposed to address the problem of PSO selection. A numerical case about e-government outsourcer selection is given to demonstrate the enforceability of the method. Finally, comparisons between previous methods and our method are carried out to illustrate the effectiveness and strengths of the proposed method.

scholarly journals Public Service Quality in Administration in Kalidoni Kelurahan Office, Palembang City

2021 ◽  
Vol 006 (02) ◽  
pp. 24-27
Author(s):  
Femi Asteriniah
Keyword(s):  
Service Quality ◽  
Public Service ◽  
Positive Response ◽  
Turnaround Time ◽  
The Public ◽  
Urban Village ◽  
Physical Evidence ◽  
Descriptive Level

This reseach aims to examine service quality of Kalidoni urban village Office, Palembang City, the supporting and inhibiting factors of service at Kalidoni village office, Palembang City. This research used a qualitative approach with a descriptive level of explanation. Data or information is collected through informant interviews. The results showed that based on the Tangible dimension (physical evidence), the availability of facilities and infrastructure to support the convenience of services such as waiting rooms, parking lots, toilets, prayer rooms, suggestion boxes, and service counters at Kalidoni village office, Palembang City Based on the dimension of reliability, service procedures are a little indifferent due to improper turnaround time. Based on the dimension of Responsiveness, officers do not give a positive response to community complaints, and there is no follow-up to the criticisms and suggestions submitted. Based on the dimension of Assurance, there is still a delay in the process of completing the services provided that are not in accordance with the existing standard operating procedures because there are still people who do not complete the required requirements, so they are required to complete these requirements to be able to continue the procedure. Empathy dimension (Empathy), the lack of attention given by the officers and the lack of hospitality received by the community are complaints that are often raised by the public.

scholarly journals Pengaruh Kualitas Pelayanan Publik Terhadap Kepuasan Masyarakat Pada Bidang Pelayanan Penempatan Tenaga Kerja di Dinas Tenaga Kerja dan Transmigrasi Kabupaten Kabupaten Bantul Daerah Istimewa Yogyakarta

2021 ◽  
pp. 24
Author(s):  
Wilis Fahlefi
Keyword(s):  
Service Quality ◽  
Public Service ◽  
Public Services ◽  
Sampling Technique ◽  
Community Satisfaction ◽  
Probability Sampling ◽  
The Public ◽  
Placement Services ◽  
Special Region

The purpose of this study was to determine the effect of the quality of public services on community satisfaction in the field of labor placement services at the Manpower and Transmigration Office of Bantul Regency, Special Region of Yogyakarta. Sampling in this population uses a non-probability sampling technique with the type of accidental sampling. The population of people who visited the Manpower and Transmigration Office of Bantul Regency, D.I.Yogyakarta, was 50. The sample taken was 44. Data was collected by distributing questionnaires to respondents. The collection technique using SPSS.17. Based on the results of the study, it was stated that the Public Service Quality variable had a positive and significant effect on community satisfaction, having a significant value of 0.000 less than 0.05

scholarly journals KUALITAS PELAYANAN KARTU TANDA PENDUDUK ELEKTRONIK DI KECAMATAN CISARUA KABUPATEN BOGOR

2017 ◽  
Vol 2 (1) ◽  
pp. 35
Author(s):  
Siti Rahayu Septiany ◽  
Beddy Iriawan Maksudi ◽  
Irma Purnamasari
Keyword(s):  
Service Quality ◽  
Public Service ◽  
Population Database ◽  
Five Dimensions ◽  
The Public ◽  
Civil Registration ◽  
Identity Card ◽  
The Government ◽  
The Village

Various community responses tend to suggest that different types of public services suffered a setback which is mainly marked by numerous irregularities in the public service. Systems and procedures are complicated, and human resources were slow in providing the service, expensive, closed, and discriminatory and cultured not serve, but served also an aspect of public service spotlight, especially in terms of population administration one of them in the service of making electronic ID card.The research objective is to know the quality of the electronic ID card service in District Cisarua, Bogor regency.The theory that used to analyze the quality of service is a theory proposed by Parasuraman in Harbani Pasolong (2013) which has five dimensions of service quality to be able to successfully include the dimensions of tangible, reliability, responsiveness, assurance, empathy. The five dimensions above should be implemented fully for one another have relevance.This research used descriptive quantitative method by using questionnaires as the main instrument to data collect.These results indicate that the quality of the electronic ID card service in District Cisarua, Bogor regency according to respondents of employees included in the criteria for the interpretation of Good, while according to the respondents community service quality Electronic Identity Card in District Cisarua, Bogor regency included in the criteria Pretty Good. It is explained that the completion of this electronic ID card service can’t be resolved quickly due to the completion of this electronic ID cards involve other agencies, namely the Department of Population and Civil Registration in Bogor district is not authorized for card printing and database processing. Suggestions from this study recommend that the government give them the authority to process the district population database that can handle an error in the electronic ID card identity. Then the district should continue to strive to conduct socialization to the village office of each region, with emphasis to the village to mobilize RW and RT convey any information which would have informed to the public; Keywords: Service Quality of electronic ID cards

scholarly journals Pengaruh Partisipasi dan Diskresi terhadap Kualitas Pelayanan Publik pada Dinas Penanaman Modal dan Pelayanan Perizinan Terpadu Satu Pintu Kabupaten Bandung Barat (Studi Pelayanan Izin Lokasi dan Izin Mendirikan Bangunan)

2020 ◽  
Vol 23 (1) ◽  
pp. 85
Author(s):  
Bambang Subagio
Keyword(s):  
Service Quality ◽  
Public Participation ◽  
Public Service ◽  
Structural Equation ◽  
Group Discussion ◽  
Equation Model ◽  
Partial Least Square ◽  
Least Square ◽  
The Public

The public service quality in The Investment and One Stop Service (TIOSS) Office of Bandung Barat Regency was not optimal. The public participation and discretion were the crucial factors to improve the quality of the public service. Hence, this research examined the influence of the public participation and discretion factors to improve the public service quality in TIOSS Office of Bandung Barat Regency. This research used the mixed method. Quantitative method was reflected through survei technique data collection which then was analyzed through Structural Equation Model and Partial Least Square. While qualitative method was reflected through Focus Group Discussion technique. The results were, first, public participation and the discretion had a positive and significant impact to the public service quality. Second, the public participation variable partially had a greater effect than the discretion variable to improve the quality of the public service. The research suggested that TIOSS Office of Bandung Barat Regency should undertake synergic, comprehensive, and continuous of public participation and discretion practices in order to improve public service quality.

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