scholarly journals Analysis Of The Perception Of Small Businesses On The Quality Of Routine Municipal Services InThe City Of Tshwane, South Africa

2017 ◽  
Vol 33 (2) ◽  
pp. 247-256
Author(s):  
Zeleke Worku
Keyword(s):  
Small Businesses ◽  
Hazard Ratio ◽  
Quality Of Services ◽  
Municipal Services ◽  
Start Up ◽  
Business Enterprises ◽  
Training Programmes ◽  
The City ◽  
Viable Business

A survey was conducted (2012 to 2014) in the City of Tshwane in order to assess and evaluate determinants of adequate municipal services that are routinely provided to operators of start-up business enterprises. Data used in the report come from 1, 058 small businesses. The aim of research was to assess and evaluate the relationship between the quality of services and sustained viability in small business enterprises. The study was conducted against the background of a high failure rate among newly established small businesses in the City of Tshwane. The study found that about 40% of the 1, 058 businesses in the study failed or were not profitable at the end of the 3-year study period. The study showed that there was a significant association between positive perception of business operators on the quality of municipal services provided to them and viability of businesses. The percentage of viable business enterprises that were satisfied with the quality of services provided to them was 87%. The percentage of non-viable business enterprises that were satisfied with the quality of services provided to them was only 13%. Profitability in business enterprises was significantly affected by lack of capacity for fulfilling the business and entrepreneurial needs of newly established businesses [Hazard Ratio = 3.58; P=0.000; 95% C. I. = (1.45, 5.46)], inappropriate policy [Hazard Ratio = 3.19; P=0.000; 95% C. I. = (1.39, 5.28)], and lack of tailor made training programmes directed at newly established small businesses [Hazard Ratio = 2.89; P=0.000; 95% C. I. = (1.24, 4.77)]. In-depth interviews conducted with business operators led to similar findings.   

scholarly journals The impact of poor quality municipal services on small enterprises

2016 ◽  
Vol 13 (3) ◽  
pp. 274-279 ◽  
Author(s):  
Zeleke Worku
Keyword(s):  
Small Businesses ◽  
Poor Quality ◽  
Hazard Ratio ◽  
Quality Of Services ◽  
Municipal Services ◽  
Business Enterprises ◽  
The Impact ◽  
The City ◽  
Viable Business

A survey was conducted (2012 to 2014) in the City of Tshwane in order to assess and evaluate determinants of adequate municipal services that are routinely provided to operators of start-up business enterprises. Data used in the report come from 1.058 small businesses. The aim of research is to assess and evaluate the relationship between the quality of services and sustained viability in small business enterprises. The study was conducted against the background of a high failure rate among newly established small businesses in the City of Tshwane. The study showed that there was a significant association between positive perception of business operators on the quality of municipal services provided to them and viability of businesses. The percentage of viable business enterprises that were satisfied with the quality of services provided to them was 87%. The percentage of non-viable business enterprises that were satisfied with the quality of services provided to them was only 13%. Profitability in business enterprises was significantly affected by lack of capacity for fulfilling the business and entrepreneurial needs of newly established businesses [hazard ratio = 3.58; P = 0.000; 95% C. I. = (1.45, 5.46)], inappropriate policy [hazard ratio = 3.19; P = 0.000; 95% C. I. = (1.39, 5.28)], and lack of tailor made training programs directed at newly established small businesses [hazard ratio = 2.89; P = 0.000; 95% C. I. = (1.24, 4.77)]. In-depth interviews conducted with business operators led to similar findings. Keywords: city of Tshwane, small businesses, municipal services, perception, hazard ratio. JEL Classification: L26, H7, L8

scholarly journals The impact of service quality on the viability of start-up businesses

2016 ◽  
Vol 13 (3) ◽  
pp. 518-522 ◽  
Author(s):  
Zeleke Worku
Keyword(s):  
South Africa ◽  
Small Businesses ◽  
Panel Data Analysis ◽  
Hazard Ratio ◽  
Predictor Variables ◽  
Municipal Services ◽  
Validated Questionnaire ◽  
The Impact ◽  
The City

A 3-year long survey was conducted in the Tshwane geographical region of Gauteng Province in South Africa in order to identify and quantify key predictors of adequate municipal services that are routinely provided to customers who operate newly established small businesses in the City of Tshwane, Pretoria, South Africa. Data was collected by using a structured, pre-tested and validated questionnaire of study from a stratified random sample of size 1, 058 small businesses. The key objective of study was to assess the relationship between viability in small businesses and the provision of quality municipal services by the City of Tshwane. The study was conducted against the background of a high failure rate among newly established small businesses in the City of Tshwane. The study was conducted over a 3-year period (2012 to 2014). Data was collected monthly during the three-year period of study on socioeconomic variables that are known to affect the perception of business operators on the quality of municipal services to business operators and the general public. Statistical procedures such as cross-tab analyses, panel data analysis, Markov Chain Monte Carlo (MCMC) algorithms and Bayesian methods were used for estimating parameters. The study showed that there was a significant association between positive perception of business operators on the quality of municipal services provided to them and viability of businesses. The results showed that 87% of viable businesses were satisfied with the quality of routine municipal services that were provided to them by the City of Tshwane. The corresponding figure for non-viable businesses was only 14%. The viability of businesses was significantly influenced by 3 predictor variables. These predictor variables were: lack of capacity for fulfilling the business and entrepreneurial needs of newly established businesses [Hazard Ratio = 3.58; P=0.000; 95% C. I. = (1.45, 5.46)], inappropriate policy [Hazard Ratio = 3.19; P=0.000; 95% C. I. = (1.39, 5.28)], and lack of tailor made training programmes directed at newly established small businesses [Hazard Ratio = 2.89; P=0.000; 95% C. I. = (1.24, 4.77)], in a decreasing order of strength. Similar findings were obtained from the analyses of in-depth interviews.

scholarly journals The impact of over-regulation on small enterprises

2016 ◽  
Vol 6 (3) ◽  
pp. 12-19
Author(s):  
Zeleke Worku
Keyword(s):  
South Africa ◽  
Small Businesses ◽  
Growth And Development ◽  
Hazard Ratio ◽  
Predictor Variables ◽  
Small Enterprises ◽  
Municipal Services ◽  
Start Up ◽  
The Impact ◽  
Depth Interviews

Khale (2015), Marivate (2014) and Asah, Fatoki & Rungani (2015) have highlighted key obstacles of sustained growth and development in start-up enterprises in South Africa. All authors have shown that lack of efficient services, too much bureaucracy, over-regulation, lack of entrepreneurial skills and lack of good governance constitute key obstacles to growth and development in start-up enterprises. This paper is a result of a 3-year long survey (2012 to 2014) that was conducted in the City of Tshwane in order to identify and quantify key predictors of adequate municipal services that are routinely provided to customers who operate newly established small businesses in the Tshwane region of Gauteng Province in South Africa. Data was collected by using a structured, pre-tested and validated questionnaire of study from a stratified random sample of size 1, 058 small businesses. The aim of study was to assess the impact of over-regulation and bureaucracy on the long-term survival and viability in small enterprises. Data analyses were performed by using probit analysis and the Cox Proportional Hazards Model. Additional analyses were performed by using in-depth interviews. The study showed that there was a significant association between the perception of over-regulation and failure in small enterprises. The results showed that 74% of businesses that failed were operated by individuals who had the perception of over-regulation and too much bureaucracy. The corresponding figure for viable businesses was only 11%. The viability of businesses was significantly influenced by 3 predictor variables. These 3 influential predictor variables were: negative perception on the quality of municipal services provided to newly established businesses [Hazard Ratio = 3.58; P=0.000; 95% C. I. = (1.45, 5.46)], inappropriate policy [Hazard Ratio = 3.19; P=0.000; 95% C. I. = (1.39, 5.28)], and lack of tailor made training programmes directed at newly established small businesses [Hazard Ratio = 2.89; P=0.000; 95% C. I. = (1.24, 4.77)], in a decreasing order of strength. Similar findings were obtained from the analyses of in-depth interviews.

scholarly journals Leadership in the quality of hotel services in the city of Campeche, Mexico

2019 ◽  
pp. 20-29
Author(s):  
Román Quijano-García ◽  
Luis Alfredo Arguelles-Ma ◽  
Fernando Medina-Blum ◽  
Mario Javier Fajardo
Keyword(s):  
Transformational Leadership ◽  
Quality Of Services ◽  
Transversal Design ◽  
Adequate Level ◽  
Hotel Managers ◽  
The City ◽  
The Town ◽  
New Strategies

The remainance and development in the market depend, among other factors, on the quality of sold products or provided services, which is a situation of concern in sectors such as tourism where globalization demands first level services, as is the case in the city of Campeche, where businessmen are investing in hotel infrastructure according to the colonial characteristics of the town. The research´s objective is to identify the incidence of leadership in the quality of services under the perception of hotel managers as responsible for the operability results. This research is a descriptive type with non-experimental transversal design, with a enumerated population; the results obtained through the quality and leadership indexes indicate that, contrary to expectations, managers consider that the provided services don´t have an adequate level of quality, and the design of new strategies is needed to improve the processes under the transformational leadership which must face problems with opportunity in order to innovate in the services of the market where they participate.

scholarly journals Quality assessment of electronic state and municipal services using the example of the ministry of agriculture of the Russian Federation

2020 ◽  
Vol 17 ◽  
pp. 00143 ◽  
Author(s):  
Niyaz Azatovich Safiullin ◽  
Gulnara Rinatovna Valieva ◽  
Dzhaudat Ibragimovich Faizrahmanov ◽  
Luisa Nizamovna Savushkina ◽  
Chulpan Malikovna Kurakova
Keyword(s):  
Public Services ◽  
Quality Of Services ◽  
Municipal Services ◽  
Reclaimed Land ◽  
The Public ◽  
Electronic Form ◽  
Provision Of Services ◽  
The Russian Federation ◽  
The Republic

The article discusses the features of the provision of public services in electronic form. The dynamics of the provision of public services in the Republic of Tatarstan is given. A review of the existing methodologies for assessing the quality of the provision of electronic public services is given. The authors’ methodology for assessing the quality of the provision of state and municipal services in electronic form is proposed. An authorized executive body has been identified which is responsible for organizing the assessment of the quality of services. Formulas of individual indicators of the technique are developed. As an example, the assessment of the provision of the public service “Providing information obtained in the course of accounting for reclaimed land” is calculated. A polygon of the effectiveness of the provision of state and municipal services in electronic form is proposed. Measures to eliminate identified deficiencies in the provision of services are proposed. The authors make the conclusion about the importance of assessing the quality of services and the relevance of the proposed methodology.

CAUSATIVE ASPECTS OF TRADE TURNOVER: A MANAGERS AND EMPLOYEES’ PERCEPTION

2020 ◽  
Vol 11 (4) ◽  
pp. 21
Author(s):  
Luiz Antonio Felix Júnior ◽  
Geraldo Luiz Valle dos Santos ◽  
Gustavo Henrique Costa Souza ◽  
Luciana Gondim de Almeida Guimarães ◽  
Wlly Karen Meira Feitosa
Keyword(s):  
Small Businesses ◽  
Point Of View ◽  
Professional Qualification ◽  
Future Studies ◽  
Job Opportunities ◽  
Trade Turnover ◽  
Turnover Process ◽  
Recruitment And Selection ◽  
The City

The objective of this study was to identify the causes of the turnover process in the city of Viçosa-AL. For this, it was held a descriptive and qualitative study aiming to identify, by means of the perception of managers and contributors, the reasons for process of turnover of micro and small businesses in the commercial sector. It was identified that elements of professional qualification, existence of new job opportunities, quality of life at work, perception of success in the career and the process of recruitment and selection influence on the process of turnover. The age element has demonstrated not to be an influencer on this process. Findings of the study also identified that the satisfaction at work, dissatisfaction with the manager, bad resourcefulness as a professional and discontinuity in the rhythm of work also contribute to the turnover process. A  managers' contribution to this study was helping to elencare the main flaws of controlling the process of turnover in trade in a vision from collaborators and managers, showing both sides of the working relationship. From an academic point of view, this study collaborates with the understanding of the turnover process, offering two visions - supposedly antagonistic -, besides conducting a research in trade without restriction of business branches. As a contribution to future studies, there is a suggestion of deeping the question embracing other sectors to verify if there is a difference in the managers and employees’ perception from different sectors.

scholarly journals Indicators characterizing the quality of state (municipal) services in the sphere of youth policy

2021 ◽  
pp. 1-14
Author(s):  
Kristina Fedoseeva
Keyword(s):  
The State ◽  
Quality Of Services ◽  
Municipal Services ◽  
Appropriate Use ◽  
Youth Policy ◽  
Legislative Regulation ◽  
The Subject ◽  
Quantitative Indicators

The subject of this research is indicators that characterize the quality of municipal services rendered in accordance with the state (municipal) task in the sphere of youth policy. Special attention given to the analysis of state tasks approved on the federal and regional levels for budgetary (autonomous) institutions. The author examines the indicators that characterize the quality of municipal services in the sphere of youth policy as the foundation for assessing the achievement of publicly significant results in the context of the vector for improving the efficiency of spending budgetary funds. The article explores the problem of the absence of correlation between the quality of services rendered and the size of subsidy allocated for the implementation of state (municipal) task. The main conclusion consists in the statement that at the present day it is difficult to assess the achievement of publicly significant result in rendering state (municipal) services in the sphere of youth policy as a criterion for the appropriate use of subsidies for the fulfillment of the state (municipal) tasks within the framework of the activity of budgetary (autonomous) institutions. This is substantiated by the formal determination of indicators set by such institutions, which characterize the quality of the rendered municipal services and the absence of comprehensive legislative regulation in this sphere. The efficiency parameters of the conducted state youth policy are for the most part reflected through the quantitative indicators.

scholarly journals Inovasi Pelayanan Kesehatan Di Rumah Sakit Umum Daerah Kota Pariaman

2020 ◽  
Vol 8 (2) ◽  
pp. 167
Author(s):  
Bobi Rizki Ananda ◽  
Roni Ekha Putera ◽  
Ria Ariany
Keyword(s):  
Qualitative Research ◽  
Data Collection ◽  
General Hospital ◽  
Health Sector ◽  
District General Hospital ◽  
Quality Of Services ◽  
Community Satisfaction ◽  
Satisfaction Index ◽  
The City

TThis study aims to explain service innovations in the health sector that have been carried out by the Pariaman District General Hospital so that the services provided to the community are better. So far what has happened in the city is the presence of bad services performed by various existing hospitals in the regions so that there are people who complain about these health services. This study uses qualitative research methods with data collection techniques through interviews, observation and documentation. The informants came from the hospital and the community who performed the service. The results of this study indicate that the Pariaman Regional General Hospital has been innovating as a form of effort of the Pariaman Regional General Hospital in facilitating matters of service to the community, with the existence of innovations in the Pariaman Regional General Hospital since 2018, the quality of services has increased, things this is proven by the Community Satisfaction Index (IKM) in 2018 which is outstanding value. Penelitian ini bertujuan untuk menjelaskan inovasi–inovasi pelayanan di bidang kesehatan yang telah dilakukan oleh Rumah Sakit Umum Daerah Pariaman sehingga pelayanan yang diberikan kepada masyarakat menjadi lebih baik. Selama ini yang terjadi di masyarakat adalah terdapatnya pelayanan buruk yang dilakukan oleh berbagai rumah sakit yang ada di daerah. Sehingga dengan demikian ada masyarakat yang mengeluhkan pelayanan kesehatan tersebut. Penelitian ini menggunakan metode penelitian kualitatif dengan Teknik pengumpulan data melalui wawancara, observasi dan dokumentasi. Informan berasal dari pihak rumah sakit dan masyarakat yang melakukan layanan. Adapun hasil dari penelitian ini menunjukkan bahwa Rumah Sakit Umum Daerah Pariaman telah melakukan inovasi sebagai bentuk upaya Rumah Sakit Umum Daerah Pariaman dalam mempermudah urusan pelayanan kepada masyarakat. Dengan adanya inovasi di Rumah Sakit Umum Daerah Pariaman tersebut semenjak tahun 2018, kualitas pelayanan semakin meningkat, hal ini dibuktikan dengan Indek Kepuasan Masyarakat (IKM) pada tahun 2018 yang bernilai sangat baik. 

THE HISTORY OF THE DEVELOPMENT OF SMALL ENTERPRISES IN THE ZARAVSHAN LOWLAND TERRITORY

2021 ◽  
Vol 4 (7) ◽  
pp. 23-28
Author(s):  
Doston Ashurov ◽  
Keyword(s):  
State Policy ◽  
Small Businesses ◽  
Statistical Data ◽  
The State ◽  
Quality Of Services ◽  
Small Enterprises ◽  
Foreign Investments ◽  
Archival Documents ◽  
History Of

The article presents the state policy aimed at creating small enterprises in Uzbekistan and the historical path of development of small businesses in the lower reaches of the Zaravshan. When studying the archival documents of the first years of independence, materials were revealed on attracting foreign investments, equipment to the region, for creating joint ventures. On the basis of statistical data, the state of small businesses in various industries was analyzed and proposals were made to improve the quality of services provided to small businesses.

scholarly journals IMPLEMENTASI METODE QUALITY FUNCTION DEPLOYMENT DAN METODE SERVQUAL DIMENSI KEPARIWISATAAN GUNA PERBAIKAN KUALITAS PARIWISATA PANTAI KEBUMEN (Studi Kasus pada Pantai Logending, Pantai Manganti, Pantai Suwuk, Pantai Petahanan, dan Pantai Brencong)

2019 ◽  
Vol 2 (2) ◽  
Author(s):  
Kabul Trifiyanto ◽  
Ika Susilowati
Keyword(s):  
Quality Function Deployment ◽  
Quality Of Services ◽  
House Of Quality ◽  
City Center ◽  
Quality Function ◽  
The Government ◽  
Tourism Services ◽  
The City ◽  
Qfd Method

Kebumen tourism is dominated by south coast destination objects with combat routes ranging from half to two hours drive from the city center. Since 2015 tourist visits  have increased, but on average only 14%. This is not comparable with the budget issued by the government to date which focuses on tourism infrastructure and the opening of new objects, especially coastal areas. According to preliminary studies the cause is because of visitor dissatisfaction with the quality of services provided, especially coastal tourism. So as to provide recommendations for improvements in tourism services in this study, the quality function deployment (QFD) method is based on servqual evaluation specifically for tourism dimensions. There are 43 variables used to define the quality of service dimensions of tourism for visitors. By using additional kano models, 12 critical variables were obtained. Then the critical variable produces 16 technical responses through the house of quality method for later as a recommendation for improvement. With the priority of repairs are; making tourist management SOPs, adding cleaners, and adding a viewing post/spot

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