scholarly journals Local governance, corruption, and public service quality: evidence from a national survey in Vietnam

2017 ◽  
Vol 30 (2) ◽  
pp. 137-153 ◽  
Author(s):  
Thang V. Nguyen ◽  
Thang N. Bach ◽  
Thanh Q. Le ◽  
Canh Q. Le
Keyword(s):  
Service Quality ◽  
Public Service ◽  
Transition Economy ◽  
Local Governance ◽  
Probit Model ◽  
Cross Sectional ◽  
Content Type ◽  
Individual Level ◽  
Highly Correlated

Purpose The purpose of this paper is to examine whether higher levels of transparency, accountability, and participation have a statistically significant association with corruption, and whether corruption is highly correlated with lower public service quality in the context of Vietnam’s transition economy. Design/methodology/approach Using individual-level survey data from Vietnam Provincial Governance and Public Administration Performance Index, the research employs an ordered probit model to test whether greater transparency, accountability, and participation is associated with lower levels of corruption. Moreover, district-level data are used to test the relationship between corruption and quality of public services particularly in healthcare and primary education. Findings Results show that a higher level of transparency, participation, and accountability is associated with a lower level of corruption, and that corruption is negatively associated with public service quality. Research limitations/implications The use of cross-sectional data does not allow the establishment of causal relationships among variables. Practical implications The research suggests that fostering accountability to citizens and non-state sectors and promotion of genuine participation from these actors are critical for the future anti-corruption agenda. Originality/value In developing countries, whether corruption enhances efficiency of service provision is highly debatable. This research contributes to this debate by suggesting that corruption significantly decreases the quality of public service, and that improving local governance helps reduce corruption.

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.

Public service motivation and willingness to collaborate

2014 ◽  
Vol 2 (1) ◽  
pp. 80-95 ◽  
Author(s):  
Heather Getha-Taylor ◽  
Alexa Haddock-Bigwarfe
Keyword(s):  
Homeland Security ◽  
Public Service ◽  
Public Service Motivation ◽  
The Body ◽  
Organizational Level ◽  
Cross Sectional ◽  
Content Type ◽  
Individual Level ◽  
Original Survey ◽  
The Individual

Purpose – The purpose of this paper is to examine public service motivation (PSM) and the connection with collaborative attitudes among a sample of homeland security actors representing the public, private, and nonprofit sectors. Design/methodology/approach – This study examines relationships between measures of PSM and collaboration using original survey data and hierarchical multiple regression. Findings – Findings reveal strong positive relationships between PSM measures and attitudes toward collaboration at the individual and organizational level. Research limitations/implications – Survey results are cross-sectional and are from respondents participating in a single state's homeland security summit. Practical implications – It is expected that results can be used to enhance collaboration at the individual and organizational levels. At the organizational level, results can be used for matching individuals with collaborative opportunities. At the individual level, results can be used for enhanced self-reflection and effectiveness purposes. Originality/value – This study provides insights on the relationship between PSM measures and collaborative attitudes. The research contributes to the body of scholarly work connecting PSM and correlates of interest.

A confirmatory factor analysis for SERVPERF instrument based on a sample of students from Syrian universities

2015 ◽  
Vol 57 (3) ◽  
pp. 343-359 ◽  
Author(s):  
Ali Bassam Mahmoud ◽  
Bayan Khalifa
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Support Staff ◽  
Three Dimensions ◽  
Equation Modeling ◽  
Cross Sectional Survey ◽  
Cross Sectional ◽  
Content Type ◽  
Higher Education System

Purpose – The purpose of this paper is to confirm the factorial structure of SERVPERF based on an exploration of its dimensionality among Syrian universities’ students. It also aimed at assessing the perceived service quality offered at these universities. Design/methodology/approach – A cross-sectional survey was conducted targeting students at Syrian universities. Using a pilot sample of 40 students, the authors developed their hypotheses. Thereafter, based on a sample of 259 students, the hypotheses were tested using structural equation modeling and one-sample t-test. Findings – The findings revealed that SERVPERF in the Syrian universities’ context was a three-factor instrument consisting of the three dimensions: faculty-individualized attention, support staff helpfulness, and support staff empathy. Moreover, the findings showed that students at Syrian universities hold negative perceptions toward all of the three service quality dimensions provided by their universities. Practical implications – Given the imperative need for universities to monitor and improve the quality of their services, this study can help Syrian universities’ administrations understand the perceptions of their students toward services offered, which can help them formulate effective marketing strategies. Originality/value – This paper came to be one of the first studies that attempted to assess the perceived quality of services offered through the Syrian higher education system. Additionally, this study pioneered through drawing a factorial picture for SERVPERF at the Syrian Arab context.

Reciprocity of trust between managers and team members

2019 ◽  
Vol 49 (2) ◽  
pp. 653-669
Author(s):  
Vicente Martínez-Tur ◽  
Agustín Molina ◽  
Carolina Moliner ◽  
Esther Gracia ◽  
Luisa Andreu ◽  
...  
Keyword(s):  
Service Quality ◽  
Critical Role ◽  
Well Being ◽  
Content Type ◽  
Team Members ◽  
Individual Level ◽  
The Individual ◽  
High Engagement

Purpose The purpose of this paper is to propose that the manager’s perception of the service quality delivered by his/her team acts as a precursor of his/her trust in team members. In turn, the manager’s trust in team members is related to team members’ trust in the manager. Furthermore, engagement and burnout at the individual level are considered outcomes of trust reciprocity. Design/methodology/approach The authors test this trust-mediated multilevel model with a sample of 95 managers and 754 team members working in services for people with intellectual disability. These services are delivered by team-based structures of workers who perform coordinated tasks. Findings The findings suggest that service quality delivered by team members is positively and significantly related to the manager’s trust in them. The results also suggest that the manager’s trust in team members leads to the trust that managers received by team members. Finally, team members who trust their managers show less burnout and high engagement. Research limitations/implications Previous literature has neglected the reciprocity of trust. In contrast, this research study considered the perspective of both managers and team members and how this reciprocity of trust is related to service quality and well-being at work. Practical implications The current study highlights the critical role of service quality and achieving high-quality relationships between managers and team members. Originality/value Performance and well-being are compatible because team members’ efforts are compensated by forming relationships with managers based on trust, and the quality of these relationships, in turn, prevents burnout and stimulates engagement among employees.

Customer relationship management and service quality, a survey within the banking sector

2014 ◽  
Vol 46 (2) ◽  
pp. 77-83 ◽  
Author(s):  
Changiz Valmohammadi ◽  
Mohammad Beladpas
Keyword(s):  
Service Quality ◽  
Customer Relationship Management ◽  
Banking Sector ◽  
Relationship Management ◽  
Service Industries ◽  
Customer Relationship ◽  
Cross Sectional ◽  
Content Type ◽  
The Relationship

Purpose – In the centre of marketing activities today is the service quality. For the banks to be successful in the intensively competitive environment, they are bound to attach importance to service quality. The purpose of the present study is to reveal the relationship between the customer relationship management (CRM) and the service quality of bank Sepah of Maku in Iran. Design/methodology/approach – A structured questionnaire survey was used to collect data for this research, and this process was administered by conducting personal interviews. The questionnaire included self-developed items, as well as items from questionnaires used in previous researches. Findings – The findings of this study suggest that managers, who aim to build and sustain a service quality base, should concentrate on the issue of communication. And also, this bank should implement strategies aimed at improving the communication with customers and obtaining information concerning the customers' needs, and resolving conflicts between the customer and the bank during a service failure. Research limitations/implications – The sample is restricted to only one bank, so it is strongly recommended that data be gathered from various parts of Iran including both manufacturing and service industries. As in this study the data gathered were cross-sectional, it is recommended in order to gain deeper understanding of the cause-and-effect relationship among the variables data to be gathered longitudinally. Originality/value – To the best knowledge of the authors this study is the first attempt to survey the relationship and the effects of CRM processes on the service quality of banking industry in the context of Iran.

The relationship between perceived service quality of antenatal care and use among rural women in Ghana

2019 ◽  
Vol 46 (5) ◽  
pp. 598-613
Author(s):  
Benedict Osei Asibey ◽  
Augustina Boakye Dankwah ◽  
Seth Agyemang
Keyword(s):  
Service Quality ◽  
Antenatal Care ◽  
Rural Women ◽  
Perceived Quality ◽  
Structured Interviews ◽  
Crude Odds Ratio ◽  
Cross Sectional ◽  
Content Type ◽  
Perceived Service Quality

Purpose The purpose of this paper was to examine rural women’s perceived quality of antenatal care (ANC) and its influence on the extent of ANC in the Amansie Central District in the Ashanti Region of Ghana. Design/methodology/approach A quantitative cross-sectional study was conducted with 120 women attending postnatal care at selected public health facilities. Structured interviews were used to obtain data. Crude odds ratio with 95% confidence interval (CI) was generated to determine the odds of women’s utilisation of ANC with their perceived service quality. The association between women’s background characteristics and ANC use was determined and assessed using Pearson’s χ2 (2) test. Findings Majority of the women (58.3 percent) utilised ANC for at least four times during pregnancy. Women’s education (p=0.027), religious affiliation (p=0.006), source of income (p=0.012) and insurance status (p=0.023) all had a positive relationship with ANC use. Women who perceived ANC quality as good were three times more likely to have four or more ANC visits than those who perceived quality as poor (OR= 3.042, 95% CI=0.181–0.647, p=0.001). Originality/value Ghana has had numerous policy interventions that address the accessibility and quality of ANC service. However, little is known about the extent to which they are observed and about the quality of service from users’ perspective. Most existing literature on ANC use in Ghana focusses on socio-economic factors that influence utilisation. This paper will be the first to examine the perceived quality of ANC provided, and its influence on the extent of ANC visits among rural women in Ghana.

SERVICE QUALITY OF PUBLIC AND PRIVATE PHYSIOTHERAPY INSTITUTES: A COMPARATIVE STUDY IN LAHORE

2019 ◽  
Author(s):  
Roohi Abbas
Keyword(s):  
Physical Therapy ◽  
Service Quality ◽  
Cross Sectional Study ◽  
Quality Of Services ◽  
Sectional Study ◽  
Cross Sectional ◽  
Public And Private ◽  
Quality Dimensions ◽  
Service Quality Dimensions

Background: Ever since quality of services is gaining importance in every industry as it is the indicator of consumer/customer satisfaction, it is of utmost importance to measure service quality of educational institutes to determine the satisfaction of students. Thus, the study aimed to determine the important factors in service quality dimensions which contribute to the satisfaction of students. Methods: This was a Comparative Cross Sectional study in which final year department of physical therapy (DPT) students were included from three private and three public physiotherapy institutes. Results: The largest mean Positive Gap scores for Public Physiotherapy Institutes was 0.18 for accessibility and affordability 0.18. The largest negative mean gap score for Private Physiotherapy domain was “Accessibility and Affordability” found to be -1.96. Conclusion: Students were satisfied with service quality of private institutes in all domains except for the “Accessibility and Affordability” whereas, in Public Institutes largest negative quality gaps were found in “Empathy” and “Assurance”.

PERBANDINGAN KUALITAS PELAYANAN ANTARA PERPUSTAKAAN PROVINSI KEPRI DENGAN KOTA TANJUNG PINANG

2017 ◽  
Vol 2 (3) ◽  
pp. 288
Author(s):  
Dimas Satriadi
Keyword(s):  
Service Quality ◽  
Public Service ◽  
Quantitative Methods ◽  
Quality Service ◽  
Data Collecting ◽  
Service Institution ◽  
Better Than

<p><em>The quality of public service is an important and it must have bye the each public service institution. Includes the library as a public service institution giving service for the all visitors. This research aims to know the comparisation of Kepri Province Libraries quality service  and Tanjungpinang City Libraries quality service. The method used in this research is quantitative methods with questionnaire to 40 responden as samples. This questionnaire as an data collecting instruments. These results indicate the quality of two libraries is good. But, if they compared the service quality of  Province Kepri  Libraries is better than  Tanjungpinang City Libraries. This look from average scored  results is 152,61 points  for Kepri Province Libraries, and 150,66 points for Tanjungpinang City Libraries, in the good categories</em></p><p>Kualitas pelayanan publik merupakan hal yang penting dan harus dimiliki oleh masing-masing lembaga pelayanan publik. Termasuk perpustakaan sebagai lembaga pelayanan publik yang memberikan pelayanan kepada semua pengunjung. Penelitian ini bertujuan untuk mengetahui perbandingan kualitas layanan Perpustakaan Provinsi Kepri dan kualitas pelayanan Perpustakaan Kota Tanjungpinang. Metode yang digunakan dalam penelitian ini adalah metode kuantitatif dengan 40 responden sebagai sampel. Kuesioner ini sebagai alat pengumpul data. Hasil penelitian ini menunjukkan kualitas kedua perpustakaan suda bagus. Tapi jika dibandingkan kualitas pelayanan Perpustakaan Provinsi Kepri lebih baik dari pada Perpustakaan Kota Tanjungpinang. Hasil dari hasil rata-rata ini adalah 152,61 poin untuk Perpustakaan Kepri Province, dan 150,66 poin untuk Perpustakaan Kota Tanjungpinang, dalam kategori baik.</p><p><em><br /></em></p>

scholarly journals Recovery, quality of life and issues in supported housing among residents with co-occurring problems: a cross-sectional study

2020 ◽  
Vol 13 (2) ◽  
pp. 73-87
Author(s):  
Linda Nesse ◽  
Marianne Thorsen Gonzalez ◽  
Geir Aamodt ◽  
Ruth Kjærsti Raanaas
Keyword(s):  
Quality Of Life ◽  
Cross Sectional Study ◽  
Supported Housing ◽  
Sectional Study ◽  
Housing Satisfaction ◽  
Cross Sectional ◽  
Staff Support ◽  
Content Type ◽  
Sense Of Home

Purpose Recovery for residents who experience co-occurring problems and live in supported housing takes place in everyday contexts. This study aims to explore residents’ self-reported recovery and quality of life and examine the relationships between these factors and issues in supported housing. Design/methodology/approach A cross-sectional study was conducted at 21 supported housing sites in six cities across Norway. A total of 104 residents (76 men and 28 women) responded to measures of recovery (Recovery Assessment Scale – Revised), life satisfaction (Manchester Short Assessment of Quality of Life), affect (single items), staff support (Brief INSPIRE) and sense of home (single items). Findings Linear regression analyses indicated associations between recovery and staff support (B = 0.01, 95% CI = 0.01-0.02, ß = 0.39), housing satisfaction (B = 0.15, 95% CI = 0.07-0.22, ß = 0.38), sense of home (B = 0.23, 95% CI = 0.14-0.32, ß = 0.49) and satisfaction with personal economy (B = 0.11, 95% CI = 0.05-0.17, ß = 0.33). Similarly, associations were found between life satisfaction and staff support (B = 0.03, 95% CI = 0.02-0.04, ß = 0.46), housing satisfaction (B = 0.63, 95% CI = 0.46-0.80, ß = 0.60), sense of home (B = 0.65, 95% CI = 0.42-0.87, ß = 0.51) and satisfaction with personal economy (B = 0.34, 95% CI = 0.19-0.50, ß = 0.39). Originality/value The findings imply that core issues in supported housing, namely, staff support, housing satisfaction, sense of home and satisfaction with personal economy, are associated with recovery and quality of life.

Service journey quality: conceptualization, measurement and customer outcomes

2021 ◽  
Vol 32 (6) ◽  
pp. 1-27
Author(s):  
Elina Jaakkola ◽  
Harri Terho
Keyword(s):  
Service Quality ◽  
Service Delivery ◽  
Customer Loyalty ◽  
Financial Services ◽  
Three Dimensions ◽  
Service Research ◽  
Research Approach ◽  
Critical Determinant ◽  
Content Type

PurposeThe quality of the customer journey has become a critical determinant of successful service delivery in contemporary business. Extant journey research focuses on the customer path to purchase, but pays less attention to the touchpoints related to service delivery and consumption that are key for understanding customer experiences in service-intensive contexts. The purpose of this study is to conceptualize service journey quality (SJQ), develop measures for the construct and study its key outcomes.Design/methodology/approachThe study uses a discovery-oriented research approach to conceptualize SJQ by synthesizing theory and field-based insights from customer focus group discussions. Next, using consumer survey data (N = 278) from the financial services context, the authors develop measures for the SJQ. Finally, based on an additional survey dataset (N = 239), the authors test the nomological validity and predictive relevance of the SJQ.FindingsSJQ comprises of three dimensions: (1) journey seamlessness, (2) journey personalization and (3) journey coherence. This study demonstrates that SJQ is a critical driver of service quality and customer loyalty in contemporary business. This study finds that the loyalty link is partially mediated through service quality, indicating that SJQ explains loyalty above and beyond service quality.Research limitations/implicationsSince service quality only partially mediates the link between service journey quality and customer loyalty, future studies should examine alternative mediators, such as customer experience, for a more comprehensive understanding of the performance effects.Practical implicationsThe study offers concrete tools for service managers who wish to understand and develop the quality of service journeys.Originality/valueThis study advances the service journey concept, demonstrates that the quality of the service journey is a critical driver of customer performance and provides rigorous journey constructs for future service research.

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