Measures for Employee Engagement: Public Service in Sri Lanka

2020 ◽  
Vol 3 (2) ◽  
pp. 30-45
Author(s):  
A.T. Wijesekera ◽  
R.Lalitha S. Fernando
Keyword(s):  
Sri Lanka ◽  
Service Quality ◽  
Employee Engagement ◽  
Work Engagement ◽  
Public Service ◽  
Quantitative Methods ◽  
Service Climate ◽  
Qualitative And Quantitative ◽  
Qualitative And Quantitative Methods ◽  
Utrecht Work Engagement Scale

Employee engagement is crucial in the delivery of public service efficiently and effectively. Employee engagement is essential as a foundation for service climate (Salanova et al., 2005). Measuring employee engagement is vital to identify the areas to be improved to increase the service quality. The most accepted Utrecht Work Engagement Scale (UWES) is heavily applied to measure the employee engagement of Business to Customer (B2C) profit oriented organizations. Therefore, a customized measure for employee engagement is essential for public service. This paper describes the development of a customized scale based on UWES scale for assessing employee engagement in public service with reference to Divisional Secretariats in Sri Lanka. In developing and validating measures, qualitative and quantitative methods were utilized as recommended by Hinkin's (1998). Finally, a customized scale with 16-items was developed under vigor, dedication and absorption dimensions to measure the employee engagement of public service in Sri Lanka.

scholarly journals Scale for Measuring Perceived Service Quality of Public Service in Sri Lanka: With Special Reference to Divisional Secretariats in Gampaha District

2017 ◽  
Vol 6 (2) ◽  
pp. 1
Author(s):  
A.T. Wijesekera ◽  
R. Lalitha S. Fernando
Keyword(s):  
Sri Lanka ◽  
Service Quality ◽  
Special Reference ◽  
Public Service ◽  
Quantitative Methods ◽  
Reliability And Validity ◽  
Non Profit ◽  
Customer Perceptions ◽  
Qualitative And Quantitative Methods

The most accepted SERVQUAL is heavily applied to measure the service quality of Business to Customer (B2C) profit oriented organizations than for non-profit organizations. As such, this paper describes the development of a 19-item instrument for assessing customer perceptions of service quality in public service with special reference to Divisional Secretariats in Sri Lanka. To do so, both qualitative and quantitative methods were utilized in three fundamental stages recommended by Churchill (1979) and Parasuraman et.al, (1988). In following their footsteps, initially a qualitative research was undertaken in five Divisional Secretariats within Gampaha District through interviews with 50 customers from different backgrounds and affiliations which produced 42-items with eight factors emerged. These 42-items were included in a questionnaire and quantitative study was undertaken with 100 respondents who were current or recent customers of Divisional Secretariats within Gampatha District. To ensure the reliability and validity of the measures of service quality construct, mainly reliability test, split-half reliability and factor analysis, were used. Finally, 42-items were deduced in to 19-items and a new scale was developed to measure the service quality of Divisional Secretariats with 5 dimensions Responsiveness, Communication, Tangible, Empathy and Assurance. Among these, responsiveness dimensions could be the least important and the empathy dimension was of most concern to customers. As a closing note, limitations and further studies were discussed.

scholarly journals A Critical Investigation on the Impact of Employee’s Engagement on Employee’s Productivity at the Ministry of Commerce and Industry-Oman

2020 ◽  
Author(s):  
Haitham Mohammed Al-Maamari ◽  
Maria Matriano
Keyword(s):  
Employee Engagement ◽  
Quantitative Methods ◽  
Human Resources Management ◽  
Resources Management ◽  
Qualitative And Quantitative ◽  
Qualitative And Quantitative Methods ◽  
Descriptive Research ◽  
The World ◽  
The Impact ◽  
Critical Investigation

The theory of employee engagement is part of human resources management nowadays as it is a key to the success of companies around the world. Innovative institutions seek to understand the employees to increase their engagement, job satisfaction, and productivity that lead to more profitability for company. This study is about the critical investigation on the impact of employee’s engagement to employee’s productivity in the Ministry of Commerce and Industry (MOCI)-Oman. This study has applied the descriptive research design using both qualitative and quantitative methods. Managers and employees in the Ministry were interviewed to understand in depth the impression of employees about their engagement in the Ministry. The results revealed that most of the employees are not engaged at MOCI. The recommendation aimed at providing an effective employee engagement framework for the ministry’s culture that suits the nature of the employees. This study can be used as well by other government sectors that follow the same approach as the Ministry of Trade and Industry (MOCI) to increase the overall level of employee engagement. 

An application of Tetraclass model for evaluating ecotourism service quality in Vietnam

2019 ◽  
Vol 20 (3) ◽  
pp. 300-316
Author(s):  
Vo Thi Ngoc Thuy ◽  
Ho Huy Tuu ◽  
Sylvie Llosa ◽  
Hoang Doan Phuong Thao
Keyword(s):  
Service Quality ◽  
Developing Country ◽  
Quantitative Methods ◽  
Quality Attributes ◽  
Tourism Industry ◽  
Future Studies ◽  
Qualitative And Quantitative ◽  
Qualitative And Quantitative Methods ◽  
Complex Relationships

This study extends SERVQUAL and ECOSERV models to include interaction and experience attributes in an ecotourism context and to identify how ecotourism service attributes can affect Vietnamese ecotourist satisfaction and dissatisfaction using Tetraclass approach. This study uses a combination of both qualitative and quantitative methods. The results show 47 ecotourism service quality attributes belonging to 10 dimensions and four categories as Basic, Key, Plus, and Secondary. The findings also indicate the 10 most important attributes contributing to ecotourist satisfaction/dissatisfaction and confirm the complex relationships of ecotourism service attributes on ecotourist satisfaction/dissatisfaction. While ecotourism has become one of the most important subsectors in the tourism industry, understanding ecotourists’ evaluations and improving their satisfaction with ecotourism is still mostly underexplored, in particular, in the context of a developing country like Vietnam. Therefore, this study helps managers understand effective ways to improve customers’ satisfaction and eliminate their dissatisfaction. However, it ignores customers’ affective moods. Thus, future studies could benefit to include these aspects to gain a better understanding about the phenomenon.

scholarly journals Ethical Leadership Measures for Public Service in Sri Lanka

2018 ◽  
Vol 11 (7) ◽  
pp. 106
Author(s):  
A.T. Wijesekera ◽  
R. Lalitha S. Fernando
Keyword(s):  
Sri Lanka ◽  
Public Service ◽  
Ethical Leadership ◽  
Quantitative Methods ◽  
Leadership Behavior ◽  
Group Discussion ◽  
Reliability And Validity ◽  
The Public ◽  
Qualitative And Quantitative Methods ◽  
Ethical Guidance

A lack of concern on ethics in public administration may be considered the biggest barrier to quality service delivery. Many efforts have been made to promote ethical standards between public servants. Among those efforts, improving leadership skills can prove to be effective in promoting ethics in public service (Hart 2001).Therefore, ethical leadership behavior is very vital as that ensures ethical guidance. In order to identify the ethical leadership behavior of the public sector, customized measures are essential. This study describes the process of development of a 30-item instrument for measuring ethical leadership behavior in the public service with reference to Divisional Secretariats in Sri Lanka. According to Hinkin's (1998) recommendations in items generating both qualitative and quantitative methods were utilized. First observed the articles which were published related to ethical leadership and examined to find items and dimensions. A focus group discussion was conducted with 20 in-depth interviews to generate additional items to determine whether additional dimensions of ethical leadership would emerge. Based on these two steps, the researcher found 30-items with five dimensions. They were fairness, employee orientation, role clarification, integrity and ethical guidance. These 30-items were included in a questionnaire and a quantitative study was undertaken with 100 respondents employed in the Divisional Secretariats within Gampatha District. Reliability test and factor analysis were used to ensure reliability and validity of this measures. Finally, these 30-items were loaded to four dimensions. Such as people orientation, integrity, ethical guidance and role clarification.

The Status of Livelihood Vulnerability and Its CopingCapacities of Urban Squatters in Kathmandu Metropolitan City, Nepal

Patan Pragya ◽  
2019 ◽  
Vol 5 (1) ◽  
pp. 19-32
Author(s):  
Chhabi Ram Baral
Keyword(s):  
Data Collection ◽  
Urban Area ◽  
Urban Areas ◽  
Quantitative Methods ◽  
Urban Poverty ◽  
Rural Poverty ◽  
Poor People ◽  
Qualitative And Quantitative ◽  
Qualitative And Quantitative Methods ◽  
The Status

Urban poverty is one of multidimensional issue in Nepal. Increasing immigration from the outer parts of Kathmandu due to rural poverty, unemployment and weak security of the lives and the properties are core causes pushing people into urban areas. In this context how squatter urban area people sustain their livelihoods is major concern. The objectives of the study are to find out livelihood assets and capacities squatters coping with their livelihood vulnerability in adverse situation. Both qualitative and quantitative methods are applied for data collection. It is found that squatters social security is weak, victimized by severe health problems earning is not regular with lack of physical facilities and overall livelihood is critical. This study helps to understand what the changes that have occurred in livelihood patterns and how poor people survive in urban area.

INTERVENSI PELATIHAN PENILAIAN KINERJA PADA ATASAN UNTUK MENINGKATKAN PERCEIVED ORGANIZATIONAL SUPPORT & EMPLOYEE ENGAGEMENT

2017 ◽  
Vol 2 (2) ◽  
pp. 1-8
Author(s):  
Holy Greata
Keyword(s):  
Performance Appraisal ◽  
Employee Engagement ◽  
Study Design ◽  
Work Engagement ◽  
Organizational Support ◽  
Perceived Organizational Support ◽  
Paired Sample ◽  
Utrecht Work Engagement Scale ◽  
Before And After ◽  
Before And After Study

This study aims to look at the effectiveness of performance appraisal training programs to improve perceived organizational support and employee engagement among employees at YPTK educational institutions. This research uses a quantitative approach, with the before-and-after study design research design. The strength of this program is the ability to measure the impact of an intervention. Measuring devices perceived organizational support is an adaptation of the survey of perceived organizational support, while measuring instruments employee engagement is an adaptation of the Utrecht work engagement scale. The results of this study indicate the influence of perceived organizational support on employee engagement of 0.168 (p = 0.016 significant at l.o.s 0.05). Paired sample t-test results showed significant differences in perceived organizational support and employee engagement scores before and after the training and outreach of performance appraisal. Keywords: Perceived Organizational Suppor; Employee Engagement, Performance assessment   Penelitian ini bertujuan melihat efektifitas program pelatihan penilaian kinerja untuk meningkatkan perceived organizational support dan employee engagement pada karyawan di lembaga pendidikan YPTK. Penelitian ini menggunakan pendekatan kuantitatif, dengan design penelitian the before-and-after study design. Kelebihan dari program ini adalah kemampuan untuk mengukur dampak dari sebuah intervensi. Alat ukur perceived organizational support merupakan adaptasi dari survey of perceived organizational support, sedangkan alat ukur employee engagement merupakan adaptasi dari Utrecht work engagement scale. Hasil penelitian ini menunjukkan adanya pengaruh perceived organizational support terhadap employee engagement sebesar 0.168 (p=0.016 signifikan pada l.o.s 0.05). Hasil uji paired sample t-test menunjukkan adanya perbedaan skor perceived organizational support dan employee engagement yang signifikan sebelum dan sesudah dilakukan pelatihan dan sosialisasi penilaian kinerja.   Kata Kunci: Perceived Organizational Suppor; Employee Engagement, Penilaian Kinerja.

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>

scholarly journals An overview of the rationale for qualitative research methods in social health

2013 ◽  
Vol 01 (01) ◽  
pp. 006-008
Author(s):  
Heather Stuckey
Keyword(s):  
Qualitative Research ◽  
Health Care Professionals ◽  
Quantitative Methods ◽  
Diabetes Management ◽  
Social Health ◽  
Diabetes Research ◽  
Medical Outcomes ◽  
Qualitative And Quantitative ◽  
Qualitative And Quantitative Methods ◽  
Beliefs And Attitudes

Qualitative research is a primary way to understand the context of diabetes in a person′s life, beyond the medical outcomes. Identifying the qualitative issues such as patients′ knowledge about diabetes, their beliefs and attitudes, and their relationship with health care professionals can serve as data to determine the obstacles and, in turn, resolutions to those issues in diabetes management. Characteristics of qualitative and quantitative methods are described, with the discussion that both methods are complementary, not conflicting, to further the field of diabetes research.

scholarly journals Risk of Increased Acceptance for Organizational Nepotism and Cronyism during the COVID-19 Pandemic

Risks ◽  
2021 ◽  
Vol 9 (4) ◽  
pp. 59
Author(s):  
Grzegorz Ignatowski ◽  
Łukasz Sułkowski ◽  
Bartłomiej Stopczyński
Keyword(s):  
Qualitative Study ◽  
Quantitative Methods ◽  
Research Work ◽  
Negative Effects ◽  
Qualitative And Quantitative ◽  
Qualitative And Quantitative Methods ◽  
Work Related ◽  
Social And Economic Development ◽  
The Times ◽  
The Impact

Nepotism and cronyism are forms of favoritism towards certain people in the workplace. For this reason, they constitute a problem for organization managers, ethicists and psychologists. Identifying the impact of COVID-19 pandemic on the increase of nepotism and cronyism may provide a basis for organizations to assess their extent and to take possible measures to prevent their negative effects. At the same time, the research presented in the article may provide a basis for further research work related to nepotism and cronyism at the times of other threats, different from the pandemic. The aim of the article is to examine the impact of the COVID-19 pandemic on growing acceptance for nepotism and cronyism in Polish enterprises. Qualitative and quantitative methods have been included in the conducted research. Qualitative study aimed at improving knowledge of nepotism and cronyism and the impact of the COVID-19 pandemic on these phenomena, followed by a quantitative study conducted in order to verify the information obtained in the qualitative study. This research has demonstrated that Nepotism and cronyism in the workplace, are phenomenon that are basically evaluated negatively. They adversely influences social and economic development, but the impact of COVID-19 pandemic on nepotism and cronyism is not significant.

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