Understanding Expectations, Perceptions and Satisfaction Levels of Customers of Military Engineer Services in India

2012 ◽  
pp. 219-238
Author(s):  
Anand Parkash Bansal ◽  
Vishnuprasad Nagadevara
Keyword(s):  
Structural Change ◽  
Public Sector ◽  
Public Perception ◽  
Perceived Quality ◽  
Demographic Characteristics ◽  
The Public ◽  
Military Engineer ◽  
Infrastructure Provision ◽  
And Performance

Customer satisfaction and client orientation concepts are needed in all service providing organisations, including those engaged in construction and infrastructure provision within the public sector where the public perception about their services is at its lowest. This study measures the expectations and perceptions of various service elements among clients of Military Engineer Services (MES) in India. Customers’ survey mode was used to measure the expectations, perception, importance and satisfaction. The perceived quality of services provided by this department was measured with SERVQUAL instrument on selected attributes using the Gap approach for identifying priorities. Additionally, this study also examines the influence of demographic characteristics of clients on expectations and perceptions of the clients. The results can be used by similar organisations for cultural and structural change to increase accountability and performance, in which the results indicate that the three most important dimensions in the order of importance among the clients of MES are tangibles, responsiveness and reliability.

Understanding Expectations, Perceptions and Satisfaction Levels of Customers of Military Engineer Services in India

2010 ◽  
Vol 2 (3) ◽  
pp. 53-73 ◽  
Author(s):  
Anand Parkash Bansal ◽  
Vishnuprasad Nagadevara
Keyword(s):  
Structural Change ◽  
Public Sector ◽  
Public Perception ◽  
Demographic Characteristics ◽  
Quality Of Services ◽  
The Public ◽  
Military Engineer ◽  
Infrastructure Provision ◽  
And Performance

Customer satisfaction and client orientation concepts are needed in all service providing organisations, including those engaged in construction and infrastructure provision within the public sector where the public perception about their services is at its lowest. This study measures the expectations and perceptions of various service elements among clients of Military Engineer Services (MES) in India. Customers’ survey mode was used to measure the expectations, perception, importance and satisfaction. The perceived quality of services provided by this department was measured with SERVQUAL instrument on selected attributes using the Gap approach for identifying priorities. Additionally, this study also examines the influence of demographic characteristics of clients on expectations and perceptions of the clients. The results can be used by similar organisations for cultural and structural change to increase accountability and performance, in which the results indicate that the three most important dimensions in the order of importance among the clients of MES are tangibles, responsiveness and reliability.

scholarly journals [RE]KONSTRUKSI AKUNTABILITAS: SEBUAH TINJAUAN AKUNTANSI DAN SISTEM INFORMASI DARI PERSPEKTIF LOKAL

2017 ◽  
Vol 17 (2) ◽  
pp. 172
Author(s):  
Ratna Ayu Damayanti ◽  
Syarifuddin Syarifuddin ◽  
Darmawati Darmawati ◽  
Aini Indrijawati
Keyword(s):  
Public Sector ◽  
Local Government ◽  
Accounting Information ◽  
Model Management ◽  
Quality Of Information ◽  
Real Thing ◽  
The Public ◽  
And Performance ◽  
Definition Of

Accounting reforms in the public sector aims to improve the quality of information provided to decision makers and stakeholders. Improving the quality of information needed to drive accountability and performance in public sector organizations. This is important because the accounting information plays a key role in decision-making in the organization. This study aims to determine "how accounting information is interpreted by the community and Gowa local government in the construction of public accountability". This study involves an interpretive methodology that uses the perspective of understanding nominalism from the nominalists who see social reality as something that is none other than the label, name, or concept that is used to construct reality. The nominalists view that there is no real thing. The names are only considered as artificial creations whose utility depends on the appropriateness of describing, giving meaning, and negotiate something or the outside world. The study found that the Gowa local government has not made a voluntary effort to adjust the model management and reporting of accountability to the specific needs of their community. Such adjustments should begin with a clear definition of the objectives assigned to the local government, so it can be found indicators to measure the extent to which objectives have been achieved. That is, these indicators can be used in conjunction with economic and financial indicators of more traditional and so easily understood by the public.

scholarly journals Public Perception of the Quality of Academic Education Program

2013 ◽  
Vol 3 ◽  
pp. 52-64 ◽  
Author(s):  
Binod Krishna Shrestha
Keyword(s):  
Education Program ◽  
Public Perception ◽  
Perceived Quality ◽  
Quality Of Education ◽  
Academic Education ◽  
Mba Programs ◽  
Policy Makers ◽  
The Public ◽  
Graduate Employability

There is no information on what exactly quality is as perceived by the public as the potential recipients of education programs to guide policy makers to deliver quality. This study explored the determinants of quality of education program as perceived by the public. This study is important because a quality concept starts from customers according to which the providers should develop their programs. Following the theory of customers’ perceptions, this study assessed stakeholders’ beliefs about quality of education program rather than objective reality that organizations offer as quality education. Through a survey on about 220 respondents and corresponding data analysis, this study found out the determinants of perceived quality of education with special reference to MBA programs in Nepal. The variables included in this study were quality of faculty, quality of infrastructure, graduate employability, curriculum and reputation as antecedents of perceived quality and perceived value. This study found out that perceived quality is determined by reputation of the program as credible and trustworthy which is influenced by graduate employability, practical curriculum and competent faculty.DOI: http://dx.doi.org/10.3126/jer.v3i0.7852Journal of Education and Research March 2013, Vol. 3, No. 1, pp. 52-64

Public Sector Employment, Quality of Government, and Well-Being: A Global Analysis

2021 ◽  
pp. 223386592110117
Author(s):  
Robert Davidson ◽  
Alexander Pacek ◽  
Benjamin Radcliff
Keyword(s):  
Public Sector ◽  
Global Analysis ◽  
Well Being ◽  
Subjective Well Being ◽  
Cross Sectional ◽  
Political Factors ◽  
The Public ◽  
Employment Quality ◽  
The Impact

While a growing literature within the study of subjective well-being demonstrates the impact of socio-political factors on subjective well-being, scholars have conspicuously failed to consider the role of the size and scope of government as determinants of well-being. Where such studies exist, the focus is largely on the advanced industrial democracies of the Organization for Economic Co-Operation and Development. In this study, we examine the size of the public sector as a determinant of cross-national variation in life satisfaction across a worldwide sample. Our findings strongly suggest that as the public sector grows, subjective well-being increases as well, conditional on the extent of quality of government. Using cross-sectional data on 84 countries, we show this relationship has an independent and separable impact from other economic and political factors.

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 The Influence of Strategic Leadership on Building Employees’ Entrepreneurial Orientation: A Field Study at the Jordanian Public Sector

2017 ◽  
Vol 10 (6) ◽  
pp. 62
Author(s):  
Sahar Mohammad Abu Bakir
Keyword(s):  
Public Sector ◽  
Entrepreneurial Orientation ◽  
Change Agent ◽  
Strategic Leadership ◽  
Successful Implementation ◽  
Continuous Control ◽  
The Public ◽  
Governmental Organizations ◽  
The Impact

The public sector in Jordan is confronting many problems; reports show that citizens are not contented with the number and quality of current services. Consequently; persistent initiatives to uphold the sector performance took place at all levels, relying on the inventive employees and leadership to achieve the intended improvement. So this study seeks to test the impact of strategic leadership (charismatic, visionary, change agent and servant) on building entrepreneurial orientation (proactiveness, innovativeness and risk taking) in Jordanian public sector employees.A random sample was selected of 500 employees working at health, education, agriculture and other service governmental organizations. To obtain the required results multiple regression was calculated using (21) SPSS version.It was found that the charismatic, change agent, servant styles positively influence employees proaciveness, with no influence on the other two entrepreneurship dimensions. While visionary style has no significant influence on all entrepreneurship dimensions. However the public sector reform is achievable, through comprehensive strategies, successful implementation, and effective continuous control. Innovative departments need to be established and financed away from bureaucratic environments.

scholarly journals La evolución del sector público español en el periodo 1960-2000

2011 ◽  
pp. 45
Author(s):  
Estela Sáenz Rodríguez
Keyword(s):  
Structural Change ◽  
Public Sector ◽  
Statistical Properties ◽  
Point Of View ◽  
Graphic Display ◽  
The Public ◽  
Short Period ◽  
Depth Analysis

En este artículo se ofrece un análisis detallado de la evolución del sector público español desde la vertiente del gasto. En primer lugar, se presenta una breve reflexión acerca de la medición del tamaño del sector público. A continuación, se realiza una descripción histórica y gráfica de las series de gasto escogidas en el periodo 1960-2000. Las mismas nos revelan el importante cambio estructural experimentado por el sector público español en un periodo de tiempo relativamente corto. Finalizamos el estudio con un análisis de las propiedades estadísticas de estas variables.This article offers an in-depth analysis of the evolution of the Spanish public sector from the point of view of expenditure. First, there is a brief reflection on measuring the size of the public sector.This is followed by a description of the history and graphic display of the spending series chosen during the period 1960-2000. These show us the important structural change experienced by the Spanish public sector within a relatively short period of time. The study is completed with an analysis of the statistical properties of these variables.

scholarly journals PUBLIC PERCEPTION OF IMMIGRATION CONTENT ON SOCIAL MEDIA INSTAGRAM AT THE TPI EAST JAKARTA CLASS I IMMIGRATION OFFICE

2019 ◽  
Vol 1 (2) ◽  
pp. 81-92
Author(s):  
Muhammad Aditya Majdi
Keyword(s):  
Qualitative Research ◽  
Social Media ◽  
Research Method ◽  
Public Perception ◽  
Public Perceptions ◽  
Class I ◽  
Learning Material ◽  
Quality Of Information ◽  
The Public

Public perception of immigration content at the TPI East Jakarta Class I Immigration Office is very important in determining the quality of information and understanding of immigration provided to the public by focusing on social media Instagram. With some literacy regarding public perceptions it can produce a public view of immigration content that has been disseminated through social media Instagram TPI Class I Immigration Office, East Jakarta. This can be used as study and learning material in seeing some of the shortcomings that must be addressed by the TPI East Jakarta Class I Immigration Office regarding public perceptions of immigration content. With the descriptive qualitative research method, it explains that there are still gaps or shortcomings of immigration content disseminated through social media Instagram TPI Class I Immigration Office, East Jakarta. So it is very necessary to make several further research studies related to public perceptions of immigration content so as to harmonize understanding between the information provider and the recipient of the information.  

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