Exploring Managerial Attitudes Toward Various Participation Mechanisms in Response to Citizen Satisfaction Signals on Public Service Quality

2021 ◽  
pp. 009539972110483
Author(s):  
Youngmin Oh ◽  
Heontae Shin ◽  
Jongsun Park
Keyword(s):  
Decision Making ◽  
Service Quality ◽  
Public Service ◽  
Essential Role ◽  
Negativity Bias ◽  
Positive Signal ◽  
Citizen Satisfaction ◽  
Public Managers ◽  
Participation Mechanisms

This study identifies the impacts of different citizen satisfaction signals (positive/negative) on managers’ agreement to use various participation channels. Citizen satisfaction with public service quality plays an essential role in managers’ accountability expectations. Accordingly, it is crucial to examine how public managers use participation mechanisms, reacting to citizen satisfaction signals on public service quality. The results confirm a negativity bias: Managers are more reactive to citizens’ negative signals than a positive signal in their service quality evaluations. However, the negative signal’s effect does not reach the participation tools, where the degree of their decision-making is highly delegated to citizens.

scholarly journals An Empirical Study of E-Service Quality and User Satisfaction of Public Service Centers in China

2018 ◽  
Vol 5 (3) ◽  
pp. 43-59 ◽  
Author(s):  
Chenghan Ming ◽  
Tao Chen ◽  
Qi Ai
Keyword(s):  
Service Quality ◽  
Public Service ◽  
User Satisfaction ◽  
Local Governments ◽  
Information Quality ◽  
System Quality ◽  
Quality Model ◽  
Citizen Satisfaction ◽  
Set Up ◽  
The Impact

This article describes how as part of the reform of the administrative system of China, most local governments have set up public service centers; meanwhile, ICT (Information and Communication Technology) has been commonly applied to make e-services more convenient, efficient and transparent. However, the existing studies in the Chinese context are mostly qualitative and the relationship between service quality and citizen satisfaction has not been tested. This article adopted the D&M model to develop an e-service quality model and tested the impact of service quality on citizen satisfaction. A survey was conducted and 364 valid questionnaires were analyzed. The results showed that the data fit the model well. Most of the hypotheses formulated in this article was proven. Additionally, an important finding was that the impact of service quality on specific satisfaction is stronger than that of information quality and system quality, which indicates that face-to-face services cannot simply be substituted by electronic systems. Both the theoretical and practical implications of the findings were discussed.

Is transparency a double-edged sword in citizen satisfaction with public service? Evidence from China’s public healthcare

2018 ◽  
Vol 28 (4) ◽  
pp. 484-506 ◽  
Author(s):  
Yongheng Yang
Keyword(s):  
Service Quality ◽  
Public Service ◽  
Positive Impact ◽  
Perceived Value ◽  
Public Healthcare ◽  
Content Type ◽  
Citizen Satisfaction ◽  
Positive Effects ◽  
Starting Point ◽  
Quality Value

PurposeThe purpose of this paper is to explain the direct and moderating effects of perceived transparency on citizen satisfaction with public healthcare services.Design/methodology/approachThis paper extends the classic framework of service quality, value and satisfaction by adding perceived transparency as an essential component, applies service-dominant logic to develop hypotheses regarding the effects of transparency and empirically tests the extended framework with secondary household survey data on China’s public healthcare.FindingsThe classic framework of service quality, value and satisfaction that originated from the private sector is robust in public service. Perceived transparency has a positive impact on perceived value and citizen satisfaction, but the positive effects of service quality and perceived value on citizen satisfaction were weakened with the increasing level of perceived transparency.Research limitations/implicationsPerceived transparency is a double-edged sword regarding citizen satisfaction: although transparency increases perceived value and satisfaction by enhancing citizens’ service co-creation and inspiring citizen confidence, increased transparency raises citizens’ expectations for service products, which subsequently dampens the positive effects of service quality and perceived value on citizen satisfaction.Practical implicationsIn a context with higher transparency, local authorities must learn to manage citizen expectations that influence satisfaction, and increase the probability of satisfaction by avoiding too high citizen expectations.Originality/valueThis paper highlights the importance of transparency in enhancing public service co-creation, and contributes a novel perspective on the effects of transparency in the formation of citizen satisfaction, which may serve as the starting point for studying the role of transparency in public affairs.

Judiciaries’ modernisation through electronic lawsuits: Employees’ perceptions from the Brazil and Argentina federal justice services

2020 ◽  
pp. 026666692091048
Author(s):  
María Isabel Arias ◽  
Antônio Carlos Gastaud Maçada
Keyword(s):  
Service Quality ◽  
Public Service ◽  
Individual Performance ◽  
Individual Characteristics ◽  
Task Characteristics ◽  
Future Research ◽  
Public Managers ◽  
Task Technology Fit ◽  
The Impact

This paper assesses the perceptions of a group of employees from the federal judiciaries of Brazil and Argentina regarding the impact of electronic lawsuits on individual performance and public service quality. A model is proposed and tested with data collected from 14 interviews with public managers and employees. The results of this study suggest that court administrators should align task characteristics and individual characteristics to achieve better task-technology fit, individual performance and public service quality. These findings present important implications to understand the processes of the implementation of electronic lawsuits within courts and may provide guidance for future research about the judiciary.

L'Influence de l'âgisme sur la prise de décision: la perception des cadres supérieurs

1995 ◽  
Vol 14 (3) ◽  
pp. 464-479 ◽  
Author(s):  
Daniel Tremblay
Keyword(s):  
Decision Making ◽  
Public Service ◽  
Public Organizations ◽  
Social Consequences ◽  
Decision Making Process ◽  
Prise De Décision ◽  
Public Managers ◽  
State Of Mind ◽  
Effects Of Aging ◽  
The Relationship

ABSTRACTThe aim of this research was to study the relationship between aging and decision-making. Specifically, it deals with managers' views on the hypothetical effects of age and experience on decision behaviour. Do the numerous beliefs and stereotypes related to the supposed effects of aging (i.e. agism) affect the decision-making process and its results? Are younger managers more creative, quicker or more audacious than older managers? Are the experienced managers more skilled, cautious or pragmatic than the less experienced ones? Given the fact that mean age of managers in many contemporary public organizations is rising, further information is needed on how this trend will affect the behaviour and state of mind of public managers who make daily decisions bearing important economic and social consequences. To investigate these questions, interviews were conducted with managers employed by Quebec's public service. These interviews were aimed at collecting data about the way managers themselves perceive the effects of aging on decision behaviour. Results indicated that managers do not readily link age and decision behaviour. However, the relationship between experience and decision behaviour is perceived as comparatively strong. The relevancy of further research on the effects of experience on decision behaviour and, more generally, on the effects of experience on working abilities is discussed.

scholarly journals The role of public service bargains in cutback management: Insights in reforms in the Dutch penitentiary sector

2019 ◽  
pp. 095207671986979
Author(s):  
Eduard Schmidt
Keyword(s):  
Decision Making ◽  
Public Service ◽  
Qualitative Case Study ◽  
Political Context ◽  
The Political ◽  
Public Managers ◽  
Cutback Management ◽  
Management Literature

Public managers need to interact with their political principals when managing cutbacks. However, research on cutback management did not put much emphasis on this interaction. We analyse how the interaction between public managers and political principals develops during cutbacks, and how this affects cutback management. We analyse these interactions between political principals and public managers as a public service bargain. This study employs an in-depth qualitative case study on recent cutbacks in the Dutch penitentiary system. The results show that cutbacks put the interaction between public managers and political principals under pressure. As political principals feel that public managers’ loyalty towards them is violated, they centralise decision making. Consequently, public managers are withheld responsibility for cutback management. Strong resistance to cutbacks from public managers and subsequent political uproar leads to both actors having to find a new balance in the bargain. Furthermore, it leads to changes in both the content (what is cut back back) and the process (how are cutbacks decided upon and implemented) of cutback management. The first conclusion of this study and our contribution to the cutback management literature is that if we want to understand the work and behaviour of public managers during cutbacks, we cannot neglect the political context public managers work in. Second, we contribute to the literature on PSBs, as we conclude that cutbacks, even if they do not impact the institutional, formal part of the bargain, have the potential to affect public service bargains and thus, the interactions between public managers and political principals.

PENGARUH KEPEMIMPINAN DAN MOTVASI KERJA TERHADAP KUALITAS PELAYANAN PUBLIK (STUDI KASUS PADA KANTOR KEMENTERIAN AGAMA SUNGAI PENUH )

2020 ◽  
Author(s):  
Pahrizal
Keyword(s):  
Data Analysis ◽  
Service Quality ◽  
Public Service ◽  
Random Sampling ◽  
Secondary Data ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Primary Data ◽  
Analysis Techniques ◽  
Intervening Variables

The research is proposed to test the influence of Leadership and Motivation Work on Public Service Quality. The population in this study was the Kantor Kementerian Agama Sungai Penuh who had received the last 1 year service at the Kantor Kementerian Agama Sungai Penuh, amounting to 260 people. Furthermore, by using the Slovin formula, a sample size of 158 people was chosen with a sampling technique based on Simple Random Sampling. This study uses primary data and secondary data. Data analysis techniques used are path analysis and hypothesis testing using t test with data analysis using SPSS version 20. The results of the study based on showing that partially the Leadership and motivation work have a positive and significant effect on Public Service Quality. The results also show that motivation work variables act as intervening variables between Leadership and Public Service Quality.

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>

Kualitas Pelayanan Surat Izin Mengemudi (SIM) Pada Kantor Satuan Lalu Lintas Polres Karimun

2019 ◽  
Vol 2 (2) ◽  
pp. 246
Author(s):  
Ade Sarmini
Keyword(s):  
Service Quality ◽  
Human Resources ◽  
Public Service ◽  
Research Method ◽  
Consumer Trust ◽  
Population Mobility ◽  
Descriptive Research ◽  
Road Users ◽  
Inhibiting Factor

<em><span lang="EN-SG">Along with increasing population mobility and increasing road users the need to have a SIM is increasing every day. Where the administration of traffic and services, such as SIM, STNKB and BPKB are oriented to the principle of quick and easy without ignoring the identification and extension of the letter. This research uses descriptive research method. Descriptive research is intended to explore and clarify phenomena or social realities. From the results of the study showed that the implementation of public service quality in making SIMs at the Karimun Regional Police Traffic Unit Office was seen from the aspect of physical facilities (tangible), reliability (responsiveness), responsiveness, assurance and empathy were running pretty good. Especially relating to the ability and reliability to provide trusted services, the ability to help and provide services quickly and appropriately, as well as being responsive to consumer desires, abilities and friendliness and employee courtesy in assuring consumer trust and firm but attentive attitudes of employees towards consumers . Although it is indeed an inhibiting factor for SIM services such as human resources, the level of awareness and facilities and infrastructure are still found in the service of making SIMs at the Karimun Regional Traffic Unit Office</span></em>

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