Applying Service Quality Metrics for E–Urban Governance

2014 ◽  
pp. 232-266
Author(s):  
Anurag Kumar Srivastava
Keyword(s):  
Service Quality ◽  
Service Delivery ◽  
Urban Governance ◽  
Local Governance ◽  
Quality Parameters ◽  
History Of ◽  
Interactional Processes ◽  
Urban Institutions ◽  
Elected Representatives

The local government constitutes the core area of governance with which most of the citizens remain connected. In India the institution of local governance has a long history of existence, but it is interesting to see how these institutions can continue to deliver qualitative services when the problems have added up multifold. The ephemeral tendencies and myopic vision of authorities and elected representatives coupled with public apathy and disillusionment has further deteriorated the interactional processes among the stakeholders and has affected the service delivery outcomes. This chapter explores this crucial underpinning and throws a light on the intricacies of municipal governance by analyzing the role of e-Governance in the municipal service delivery. The empirical data collected is analyzed to see the dependency between the variables. Even though the results are obtained from the moderate sample limited to Lucknow, results predict certain trends having larger applicability, especially in the developing countries. The chapter analyses the application of service quality parameters with the help of e- governance in urban institutions.

scholarly journals Kinerja Bidang Pembinaan dan Perlindungan Tenaga Kerja Dalam Percepatan Serikat Pekerja di Dinas Tenaga Kerja dan Transmigrasi Kabupaten Subang

2020 ◽  
pp. 79-102
Author(s):  
Nuraida Nuraida ◽  
Deddy As Shidik
Keyword(s):  
Service Quality ◽  
Service Delivery ◽  
Trade Unions ◽  
Employee Attitudes ◽  
Employee Morale ◽  
Department Of Labor ◽  
Quality Dimension ◽  
Optimal Productivity ◽  
Organizational Activities

Penelitian ini membahas mengenai Pembinaan dan Perlindungan ketenagakerjaan di Kabupaten Subang. Bidang Pembinaan dan Perlindungan Tenaga kerja pada Dinas Tenaga Kerja dan Transmigrasi Kabupaten Subang memiliki tanggung jawab dalam pembinaan kerja para serikat kerja melalui peningkatkan komunikasi maupun mediasi dengan Perusahaan. Maraknya permasalahan upah tenaga kerja yang tidak sesuai dan perlakuan perusahaan terhadap para pegawai yang tidak sesuai membuat Dinas Ketenagakerjaan khusunya Bidang Pembinaan dan Perlindungan Tenaga kerja mengambil alih peranan sebagai katalisator komunikasi Antara perusahaan dan para pegawai yang menyampaikan aspirasi dan keluhan mengenai permaslahan ketenagakerjaan. Hasil Penelitian yang didapat bahwa Kinerja Bidang Pembinaan dan Perlindungan Tenaga kerja pada Dinas Tenaga Kerja dan Transmigrasi Kabupaten Subang dinilai belum optimal dikarenakan dimensi akuntanbilitas dan dimensi responsivitas belum optimal dalam pelaksanaan tugas dan tanggungjawabnya, namun dalam dimensi kualitas pelayanan peran para pegawai sudah optimal dalam pemberian layanan, selanjutnya dalam dimensi produktivitas telah optimal hal ini terlihat dari sikap pegawai, kemampuan pegawai dan semangat pegawai yang tinggi serta dalam dimensi responsibilitas dapat dilihat dari pelaksanaan kegiatan organisasi sudah sesuai dengan prosedur dan mekanisme yang ditetapkan.   Employment Development and Protection has many dimensions and links. The Division of Manpower Development and Protection at the Subang Regency Manpower and Transmigration Office carries out the work of the trade unions through enhanced communication and mediation. The rise of labor wage problems that are not appropriate and the company's treatment of inappropriate employees makes the Department of Labor especially in the Field of Manpower Development and Protection take over the role as a catalyst for communication between companies and employees who submit aspirations and complaints about labor problems. Based on the research, it is known that the Performance of the Field of Guidance and Workforce Protection at the Subang District Manpower and Transmigration Office is optimal, this is because only the accountability and responsiveness dimensions have not been optimal in carrying out their duties and responsibilities, but in the service quality dimension the role of the employees is optimal in service delivery, then in the optimal productivity dimension it can be seen from employee attitudes, employee capability and high employee morale and in the dimension of responsibility can be seen from the implementation of organizational activities in accordance with established procedures and mechanisms.

Service Delivery and Corruption in Public Services: How Does History Matter?

2010 ◽  
Vol 2 (3) ◽  
pp. 190-204 ◽  
Author(s):  
Priyanka Pandey
Keyword(s):  
Service Delivery ◽  
Land Tenure ◽  
Local Governance ◽  
Future Research ◽  
Education Outcomes ◽  
Northern India ◽  
History Of ◽  
History Matter ◽  
Dominant Classes ◽  
The Impact

This paper provides microlevel evidence of how past institutions impact present economic outcomes. It looks at the impact of colonial land tenure institutions on local governance and education outcomes in northern India. Outcomes are worse in villages that belong to areas with a history of concentration of power with the elites. Such areas continue to retain a greater political presence of socially and economically dominant classes. Future research should examine the success of policies that attempt to break such persistence through empowerment of nonelite groups. (JEL D02, H70, I20, N35, N45, O15, O18)

scholarly journals Kinerja Bidang Pembinaan dan Perlindungan Tenaga Kerja Dalam Percepatan Serikat Pekerja di Dinas Tenaga Kerja dan Transmigrasi Kabupaten Subang

2020 ◽  
pp. 79-102
Author(s):  
Nuraida Nuraida ◽  
Deddy As Shidik
Keyword(s):  
Service Quality ◽  
Service Delivery ◽  
Trade Unions ◽  
Employee Attitudes ◽  
Employee Morale ◽  
Department Of Labor ◽  
Quality Dimension ◽  
Optimal Productivity ◽  
Organizational Activities

Penelitian ini membahas mengenai Pembinaan dan Perlindungan ketenagakerjaan di Kabupaten Subang. Bidang Pembinaan dan Perlindungan Tenaga kerja pada Dinas Tenaga Kerja dan Transmigrasi Kabupaten Subang memiliki tanggung jawab dalam pembinaan kerja para serikat kerja melalui peningkatkan komunikasi maupun mediasi dengan Perusahaan. Maraknya permasalahan upah tenaga kerja yang tidak sesuai dan perlakuan perusahaan terhadap para pegawai yang tidak sesuai membuat Dinas Ketenagakerjaan khusunya Bidang Pembinaan dan Perlindungan Tenaga kerja mengambil alih peranan sebagai katalisator komunikasi Antara perusahaan dan para pegawai yang menyampaikan aspirasi dan keluhan mengenai permaslahan ketenagakerjaan. Hasil Penelitian yang didapat bahwa Kinerja Bidang Pembinaan dan Perlindungan Tenaga kerja pada Dinas Tenaga Kerja dan Transmigrasi Kabupaten Subang dinilai belum optimal dikarenakan dimensi akuntanbilitas dan dimensi responsivitas belum optimal dalam pelaksanaan tugas dan tanggungjawabnya, namun dalam dimensi kualitas pelayanan peran para pegawai sudah optimal dalam pemberian layanan, selanjutnya dalam dimensi produktivitas telah optimal hal ini terlihat dari sikap pegawai, kemampuan pegawai dan semangat pegawai yang tinggi serta dalam dimensi responsibilitas dapat dilihat dari pelaksanaan kegiatan organisasi sudah sesuai dengan prosedur dan mekanisme yang ditetapkan.   Employment Development and Protection has many dimensions and links. The Division of Manpower Development and Protection at the Subang Regency Manpower and Transmigration Office carries out the work of the trade unions through enhanced communication and mediation. The rise of labor wage problems that are not appropriate and the company's treatment of inappropriate employees makes the Department of Labor especially in the Field of Manpower Development and Protection take over the role as a catalyst for communication between companies and employees who submit aspirations and complaints about labor problems. Based on the research, it is known that the Performance of the Field of Guidance and Workforce Protection at the Subang District Manpower and Transmigration Office is optimal, this is because only the accountability and responsiveness dimensions have not been optimal in carrying out their duties and responsibilities, but in the service quality dimension the role of the employees is optimal in service delivery, then in the optimal productivity dimension it can be seen from employee attitudes, employee capability and high employee morale and in the dimension of responsibility can be seen from the implementation of organizational activities in accordance with established procedures and mechanisms.

scholarly journals Locally focused and digitally oriented: examining eco-museums' digitization in a service quality management perspective

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Rocco Palumbo ◽  
Maria Vincenza Ciasullo ◽  
Massimiliano Matteo Pellegrini ◽  
Andrea Caputo ◽  
Mario Turco
Keyword(s):  
Quality Management ◽  
Service Quality ◽  
Service Delivery ◽  
Empirical Analysis ◽  
Digital Tools ◽  
Total Quality ◽  
Content Type ◽  
Management Perspective ◽  
Service Quality Management

PurposeEco-museums safeguard the cultural authenticity and the historical identity of the place in which they operate. Conventional organizational models and management practices are generally employed to achieve this institutional aim. Conversely, innovative solutions – such as digitization – are overlooked. Adopting a service quality management perspective, the article intends to examine the role of managerialization and professionalization in triggering eco-museums' digitization.Design/methodology/approachAn empirical analysis involving 126 eco-museums operating in Italy as of 2018 was designed to investigate the implications of managerialization and professionalization on the eco-museums' propensity to embark on a digitization process. Two different forms of digitization were examined: (1) the presence of eco-museums in the digital environment; and (2) the exploitation of digital tools for service delivery. The mediating role of two “soft” total quality management (TQM) practices, i.e. people centredness and strategic focus on visitors' experience, was contemplated in the empirical analysis.FindingsThe research findings suggest that managerialization and professionalization have ambiguous effects on eco-museums' digitization. Nevertheless, they indirectly contribute to a greater digital presence of eco-museums and to a larger use of digital tools for service delivery through an increased use of soft TQM practices.Research limitations/implicationsManagerialization and professionalization are likely to foster the digital transition of eco-museums, which advances their ability to protect and promote the local cultural heritage. Soft TQM practices intended to achieve people-centredness and to enhance the visitors' experience should be exploited to stimulate the eco-museums' digitization.Originality/valueThe article examines the triggers of eco-museums' digitization, providing some food for thought to scholars and practitioners.

Developing Frameworks for Examining Community Participation in a Multi-Level Environment

2003 ◽  
Vol 18 (3) ◽  
pp. 237-252 ◽  
Author(s):  
Mike Smith ◽  
Helen Sullivan
Keyword(s):  
Public Participation ◽  
Community Participation ◽  
Social Exclusion ◽  
Urban Governance ◽  
Local Governance ◽  
Regime Theory ◽  
Community Governance ◽  
Recent Developments ◽  
Multi Level

The purpose of this paper is to explore public participation from the perspective of two parallel developments in English urban governance since 1997: namely the attempts to modernise local government and area-based approaches employed to tackle social exclusion. The paper will situate these developments within a system of multi-level governance and highlight the significance of the locality-neighbourhood axis. The paper seeks to explicate current changes by drawing on theories of governance. The emphasis on mechanisms that bring together relevant local interests to secure coherence and stability in matters of local governance, combined with the specific focus on the role of citizens and communities as key partners in these arrangements resonates strongly with the key concerns of regime theory. The strengths and limitations of regime theory are discussed with particular reference to matters of contextual specificity. Community Governance is then introduced as a means of better understanding the institutional framework of English localities and, we argue, of providing a sounder basis for the application of regime theory. More powerful still is the potential synthesis of regime approaches with different interpretations of community governance and the paper concludes by drawing on recent developments in English localities to elaborate the potential offered by the this synthesised framework.

scholarly journals Service delivery in Belhar? Leadership challenges between the real and the ideal

2013 ◽  
Vol 69 (2) ◽  
Author(s):  
Ian A. Nell
Keyword(s):  
Service Delivery ◽  
Practical Theology ◽  
Cape Town ◽  
Broad Area ◽  
The Real ◽  
Leadership Challenges ◽  
History Of ◽  
The Ideal ◽  
New Time

In the discipline of practical theology, one finds a long history of linking the name of the field to diaconiology, in which you find the Greek word diaconia, directly translated as ‘service’. For good and scientific reasons, the field changed its name to practical theology in some Faculties of Theology but that does not take away the fact that this field of research is still very much engaged in the broad area of ‘service of all kinds’. The purpose of this article was to do a descriptive investigation into the problems and challenges of service delivery in the suburb of Belhar (Cape Town), specifically looking at the role of leadership during a (new) time of struggle. As part of the normative task, the researcher took a closer look at the Belhar Confession as a prophetic stance in this regard. In an ironic twist, we see in these events the struggle between the real and the ideal that is typical of many places in the country facing problems with service delivery.

Between Global Governance and Local Governance: the Shanghai Model of Anti-Covid-19 Epidemic Measures

2020 ◽  
pp. 1-13
Author(s):  
Ye Zhudi ◽  
Yang Yicheng ◽  
Sun Guanhao
Keyword(s):  
Urban Governance ◽  
Local Governance ◽  
Geographical Location ◽  
Spiritual Support ◽  
The Rule Of Law ◽  
Governance Model ◽  
Internal Mechanism ◽  
The Masses ◽  
The City

Given its special geographical location and size, Shanghai is a key hub linking world and locality, in this case China, in the implementation of anti-Covid-19 measures. By coordinating all the work according to the rule of law, Shanghai has outlined the basic framework for fighting the epidemic; by establishing the community grid governance model, Shanghai has soundly harnessed the ‘political potential energy’ and effectively filled in the internal mechanism of anti-Covid-19 and urban governance; and by respecting professionalism and the role of the masses, Shanghai seized the best opportunity to fight against the epidemic. Therefore, Shanghai has built up public value and gained spiritual support to fight against the epidemic and fundamentally improved the governance efficiency of the city. The experience of Shanghai’s anti-epidemic measures and governance forms an organic whole through mutual embedding and ultimately relies on efficient and fair governance.

scholarly journals Attitudinal orientation of first level managers for improvement of municipal service delivery: Experience of training intervention in Kolkata

1970 ◽  
pp. 107-119
Author(s):  
Uttam Kumar Roy ◽  
Arabinda Ghosh ◽  
Ranjan Kumar Chakravarti ◽  
Nisitendra Nath Som
Keyword(s):  
Service Delivery ◽  
Good Governance ◽  
Constitutional Amendment ◽  
Administrative Training ◽  
Municipal Service ◽  
The Government ◽  
Planning Development ◽  
Elected Representatives ◽  
The City

This paper discusses a program of attitudinal orientation courses provided for functionaries of a large municipal corporation in India. Almost 450 Assistant Managers from the Kolkata Municipal Corporation took part in the training, which was held at the Administrative Training Institute (ATI) of the Government of West Bengal, India.Under the 74th Constitutional Amendment Act, Indian Municipalities/Corporations (Urban Local Bodies) are empowered and entrusted to perform planning, development and governance for the city/ town and to provide services to the citizens. The change in outlook towards the local government reflected in the Act has highlighted the need for greater awareness and a better attitude amongst municipal staff as well as elected representatives towards service delivery. Good governance can be achieved through the overall performance of officials of an organization, provided they possess the necessary knowledge, skills, attitudes and competencies. For historical reasons, knowledge, skills and attitudes amongst officials of Urban Local Bodies (ULBs) in India have been traditionally of a low standard. Willingness to perform better in the role of municipal service delivery is not common. Therein lies the need for training for improvement in service delivery, especially for organizations like large municipal corporations and municipalities.

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