scholarly journals How does competitive tendering and contracting affect satisfaction with municipal health and care services?

2016 ◽  
Vol 84 (3) ◽  
pp. 520-538 ◽  
Author(s):  
Marthe Liss Holum
Keyword(s):  
Service Quality ◽  
Municipal Services ◽  
The Public ◽  
Competitive Tendering ◽  
Public Managers ◽  
Care Services ◽  
Service Oriented ◽  
Controversial Topic ◽  
The Relationship ◽  
Municipal Health

In this article, an investigation is made into the relationship between competitive tendering and contracting and satisfaction with health and care services in Norwegian municipalities. There is an ongoing public debate concerning privatization and contracting as a way of providing municipal services. Several studies suggest improved productivity, as well as service quality, as a result. Based on public choice and property rights theories, public organizations are argued to be inefficient. Thus far, we have little knowledge about the effects of competitive tendering and contracting on citizens’ evaluations of the services exposed to competitive tendering and contracting. To explore this, data from the Norwegian Citizen Study, covering over 35,000 individuals, are employed. The findings show that citizens and users are more satisfied with health and care services that are subject to competitive tendering and contracting compared to those provided solely by the public sector. Points for practitioners The findings of this article encourage the competitive tendering and contracting of health and care services. A positive relationship is found between competitive tendering and contracting and satisfaction with these services. Findings provide support for arguments made in Scandinavian evaluations; the introduction of competition and contracting is argued to increase municipal focus on service quality and increase service-oriented care, and is suggested as representing an improvement in attention to the ‘secondary needs’ of residents. This is especially important for public managers in social-democratic countries where the use of competitive tendering and contracting is still a controversial topic.

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.

Towards Agile Public Sector: Analysing the Effects of IM and EM on WP

2020 ◽  
Vol 45 (3) ◽  
pp. 295-316
Author(s):  
Manoj M. ◽  
V. G. Sabu
Keyword(s):  
Public Sector ◽  
Work Performance ◽  
Extrinsic Motivation ◽  
Employee Productivity ◽  
Motivational Strategies ◽  
The Public ◽  
Public Managers ◽  
Monetary Rewards ◽  
Workforce Agility ◽  
The Relationship

Most of the public managers are of the firm belief that extrinsic monetary rewards predominantly contribute to employee productivity and that the motivational strategies shall be aligned to sustain extrinsic motivation (EM) rather than intrinsic motivation (IM). A substantial body of literature on motivation does not endorse this perspective. A relook of the present motivational strategies in central public sector enterprises (CPSEs) in India and an evaluation of the suitability of these strategies as drivers of agility are quite appropriate at this juncture. The purpose of this article is to examine the effects of IM and EM on work performance (WP) in CPSEs, in the context of workforce agility. This article also analyses the relationship between EM and IM in public sector settings. Data collected from 371 employees of five selected CPSEs were analysed. We found that the effect of IM on WP is stronger than the effect of EM on WP in CPSEs. We also found that EM influences IM positively. The study offers insights to public managers to review the existing motivation strategies and to focus on enhancing the IM for an inevitable agile transformation.

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.

Exchange Ideology, Performance Pay, and Pay Satisfaction: Evidence From South Korean Central Government

2019 ◽  
Vol 48 (4) ◽  
pp. 584-607 ◽  
Author(s):  
Jesse W. Campbell ◽  
Tobin Im
Keyword(s):  
Central Government ◽  
Performance Pay ◽  
Pay Satisfaction ◽  
Public Employees ◽  
Average Case ◽  
The Public ◽  
South Korean ◽  
Service Oriented ◽  
Exchange Ideology ◽  
The Relationship

The use of performance pay in public organizations is contentious partly because it can crowd out the intrinsic motivation associated with public service. However, not all public employees are service oriented and sensitivity to extrinsic rewards varies between them. Exchange ideology measures the strength of an individual’s belief that work effort should be proportional to treatment by the organization. We argue that this psychological trait conditions the relationship between performance pay and pay satisfaction. An analysis of survey data collected from Korean government employees shows that performance pay is positively related to pay satisfaction in the average case, and second that this relationship is stronger for employees with higher levels of exchange ideology. Monte Carlo simulations suggest that the size of the moderating effect is nontrivial. We discuss the relevance of our findings to performance-oriented human resource reform in the public sector.

How Cutbacks and Job Satisfaction Are Related: The Role of Top-Level Public Managers’ Autonomy

2015 ◽  
Vol 38 (1) ◽  
pp. 5-23 ◽  
Author(s):  
Joris van der Voet ◽  
Steven Van de Walle
Keyword(s):  
Job Satisfaction ◽  
Explanatory Variable ◽  
Well Being ◽  
Negative Consequences ◽  
The Public ◽  
Work Related ◽  
Public Managers ◽  
Cutback Management ◽  
The Relationship

Many studies on cutback management have suggested that cutbacks may have negative consequences for employee well-being in the public sector. However, the relationship between cutbacks and the work-related attitudes of top-level managers has received little attention. In this study, we assess the relationships between five commonly used cutback measures and the job satisfaction of top-level public managers in 12 European countries. We propose and test a model in which autonomy serves as an explanatory variable for the relationship between cutbacks and job satisfaction. The results indicate that cutback measures have little direct effect on the job satisfaction of managers. However, as cutback measures are related negatively to the perceived managerial autonomy of public managers and positively to the degree in which politicians interfere in the affairs of managers, autonomy may function as a mechanism to explain decreased job satisfaction as a result of cutback implementation.

A Study on E-Government Applications Model Construction Based on Government Customer Relationship Management

2010 ◽  
Vol 26-28 ◽  
pp. 55-59
Author(s):  
Xin Li Hu ◽  
Lian Jie Ma
Keyword(s):  
Service Quality ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Service Satisfaction ◽  
The Public ◽  
Application Model ◽  
Relationship Of ◽  
The Relationship ◽  
Service Channels

This paper tries to find the ways to improve the service quality which government supply for business and public and improve service satisfaction. In order to find the methods, the paper firstly introduce the conception of Government Customer Relationship Management, then analysis the relationship of Customer Relationship Management and Government Customer Relationship Management, build e-government application model of Government Customer Relationship Management, propose the ways of e-government application of Government Customer Relationship Management, through establish the service concept of “citizen-centered", innovation and integration of communication and service channels, we can improve the relations of customer and government, improve the public satisfaction.

scholarly journals The Interaction between Service Quality and Students Satisfaction

2018 ◽  
Vol 8 (3) ◽  
pp. 37-42
Author(s):  
Sheikh Aftab Ahmad
Keyword(s):  
Saudi Arabia ◽  
Regression Analysis ◽  
Service Quality ◽  
Public Interest ◽  
Public And Private ◽  
The Public ◽  
The Government ◽  
The Relationship ◽  
Students Satisfaction

This study aims to describe the effect of service quality on students’ satisfaction. The study used a sample of respondents from university students in Hail, Saudi Arabia, and the data were collected through questionnaire. Descriptive and regression analysis were used to find out the relationship between students satisfaction and service quality. This study concluded that there is a significant effect of tangible, reliability on students’ satisfaction at university in Hail state. Moreover, there is a difference in service quality of higher educations managed by government and those managed by a foundation (private). Also, there is a difference between students satisfaction in public and private universities. Based on the findings, it is suggested that the government needs to pay more attention to increase service quality for the satisfaction of students, which will develop the public interest to go to university.

IT Resources, Organizational Capabilities, and Value Creation in Public-Sector Organizations: A Public-Value Management Perspective

2014 ◽  
Vol 29 (3) ◽  
pp. 187-205 ◽  
Author(s):  
Min-Seok Pang ◽  
Gwanhoo Lee ◽  
William H DeLone
Keyword(s):  
Public Sector ◽  
Organizational Performance ◽  
Organizational Capabilities ◽  
Value Management ◽  
Public Value ◽  
The Public ◽  
Public Managers ◽  
Public Sector Organizations ◽  
It Resources ◽  
The Relationship

What value does information technology (IT) create in governments and how does it do so? While business value of IT has been extensively studied in the information systems field, this has not been the case for public value. This is in part due to a lack of theoretical bases for investigating IT value in the public sector. To address this issue, we present a conceptual model on the mechanism by which IT resources contribute to value creation in the public-sector organizations. We propose that the relationship between IT resources and organizational performance in governments is mediated by organizational capabilities and develop a theoretical model that delineates the paths from IT resources to organizational performance, drawing upon public-value management theory. This theory asserts that public managers, on behalf of the public, should actively strive to generate greater public value, as managers in the private sector seek to achieve greater private business value. On the basis of the review of public-value management literature, we suggest that the following five organizational capabilities mediate the relationship between IT resources and public value - public service delivery capability, public engagement capability, co-production capability, resource-building capability, and public-sector innovation capability. We argue that IT resources in public organizations can enable public managers to advance public-value frontiers by cultivating these five organizational capabilities and to overcome conflicts among competing values.

scholarly journals Where There Is a Way, There Is No Will! The Dichotomy between State Capacity and Quality of Public Spending in Brazil and Spain

2018 ◽  
Vol 8 (4) ◽  
pp. 137
Author(s):  
Marco Aurelio Marques Ferreira ◽  
Carmen Pineda Nebot ◽  
Daiane Medeiros Roque Ferreira
Keyword(s):  
Human Development ◽  
Public Administration ◽  
Local Governments ◽  
Public Spending ◽  
Quality Of Services ◽  
Relationship Patterns ◽  
The Public ◽  
Public Managers ◽  
The Relationship

The analytical basis of this work relies on the disclosure of the relationship patterns between budgetary capacity and human development, providing the argument that sometimes “where there is a way, there is no will”. The argument provided is that the budgetary capacity can be either spoiled by the quality of public administration, by lack commitment or even by money displacement. Thus, we mean that sometimes the public managers, especially the mayors, may fail to convert a satisfactory budget conditions in public product and services aligned to contribute to human development. The purpose of this study is to investigate these dimensions regarding local governments of Brazil and Spain, considering the advantages of the differences and similarities between these countries on many issues. Among the main findings a curious fact has been observed, many municipalities with a great budgetary capacity show low quality of services and products provided to the citizens.  The results highlighted several factors, which affect the relationship between municipal budget and human development. These factors could be considered by policymakers to build more equitable resource redistribution policies and to improve the quality of public spending in local government.

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