Strategic Environmental Assessment of Land Transportation: An Application of DEA with Undesirable Output Approach

The efficiency of land transportation contributes significantly to determining a country’s economic and environmental sustainability. The examination of land transportation efficiency encompasses performance and environmental efficiency to improve system performance and citizen satisfaction. Evaluating the efficiency of land transportation is a vital process to improve operation efficiency, decrease investment costs, save energy, reduce greenhouse gas emissions, and enhance environmental protection. There are many methods for measuring transportation efficiency, but few papers have used the input and output data to evaluate the ecological efficiency of land transportation. This research focuses on evaluating the environmental efficiency for land transportation by using the data envelopment analysis (DEA) method with undesirable output to handle unwanted data. By using this, the paper aims to measure the performance of land transportation in 25 Organization for Economic Co-operation and Development (OECD) countries in the period of 2015–2019, considered as 25 decision-making units (DMUs) in the model. For identifying the ranking of DMUs, four inputs (infrastructure investment and maintenance, length of transport routes, labor force, and energy consumption) are considered. At the same time, the outputs consist of freight transport and passenger transport as desirable outputs and carbon dioxide emission (CO2) as an undesirable output. The proposed model effectively determines the environment-efficient DMUs in a very time-efficient manner. Managerial implications of the study provide further insight into the investigated measures and offer recommendations for improving the environmental efficiency of land transportation in OECD countries.

Drivers of E-Government Citizen Satisfaction and Adoption

This study investigated the impact of drivers of e-government, particularly social CRM, citizen trust, and quality of electronic services, on citizen satisfaction with e-government services in the Jordanian environment. In addition to measuring the impact of social CRM on citizen trust and service quality respectively and its impact on citizen satisfaction. A convenience sample was used to achieve the study purpose consisting of 386 questionnaires collected online. The resulting data was analyzed using PLS.2 software. The study findings reveal that social CRM has a significant impact on citizen trust and quality of electronic services, and furthermore that citizen trust and quality of electronic services have significant impacts on citizen satisfaction with e-government services. The study found no direct relationship between the use of social CRM and citizen-government satisfaction but showed a significant indirect impact via customer trust and service quality.

Transformation of Government and Citizen Trust in Government

The continuing erosion of citizen trust and confidence in government has been attributed to a number of factors. This chapter examines the potential role of digital transformation of government in reversing this decline. Based on a systematic literature review, key factors that influence citizen trust and confidence in government as an institution are identified, including citizen satisfaction and expectations, government transparency and accountability, transformation of government, and government performance. The review of the literature also reveals a lack of knowledge and understanding of how transformation of government can influence the growing decline in citizen engagement with government. To address this gap, a conceptual model capturing the key constructs is proposed to support a better understanding of strategies for rebuilding trust and confidence in government administrations through transformation of government.

Satisfaction with the Police in Chile: The Importance of Legitimacy and Fair Treatment

ABSTRACTThis study addresses a void in the literature on public attitudes toward police in Latin America. It integrates three theoretical models of the determinants of citizen satisfaction with police work in Chile: demographic, quality of life in the neighborhood, and experiential. The study tested the integrated model using a novel random sample of 996 individuals living in the Metropolitan Region of Santiago. The results underscore the importance of legitimacy centered on fair treatment, respect for human rights, and the perception that the police represent society. The findings are also significant for the Chilean institutional political process and for the Latin American police reform debate.

Parameters Influencing Citizens’ Levels of Satisfaction: Soft Indicators of ‘Good Governance’

Previous studies highlighted the importance of soft indicators (e.g., quantitative sociological survey) influencing citizen satisfaction towards municipal service quality. Citizen satisfaction assessments have raised concerns over numerous independent parameters such as gender, age, and education on satisfaction levels toward administrative performance. It is also crucial to underline that the application of sociological survey for improving service quality is not well understood by municipal officers or scholars. To obtain substantial combined multiple indicators of service quality, it seems rationale to reconnoitre numerous parameters of citizen satisfaction and quantitatively investigate impacts of independent variables (e.g., gender, age, education) on corresponding satisfaction levels by using some advanced statistical tools. In this sociological assessment, a targeted population was constructed of Bangkok Metropolitan administration (BMA) stakeholders (n = 38,500), which are as follows: -       Bangkok residents in 50 districts under the governance of BMA -       Board committee, executive directors and general staff of 27 BMA offices This multiple dimensional analysis sociological survey data indicates that gender, age, and education play some important roles in governing municipal citizen satisfaction levels. Overall, the knowledge of relationship between citizen satisfaction levels and independent parameters can enhance the service quality of municipal administration.

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

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.

The Impact of Public Sector Employee Performance on Citizen Satisfaction: The Case of MEHE

Governments nowadays are being more attentive to the importance of gaining citizens' satisfaction and trust, knowing that their trust would maintain political stability, allowing them to have more control and function easily and more effectively. One of the influencers of citizens' satisfaction is the public sector services and the performance of the employees in this sector. This research studies the micro performance theory by studying the relation between the performance of the ministry of education and higher education in Lebanon and citizen satisfaction. To study this relation a survey was conducted to study the level of citizen satisfaction toward the ministry's performance. The survey also assessed the performance of the Ministry of Education and Higher Education employees from the citizens' perspective. Our research also compared the public and private university graduates' satisfaction towards the ministry's performance since the survey was distributed online to graduated students among the Lebanese public university and graduates from different Lebanese private universities. The result of the survey along with existing data was analyzed to study the impact of the ministry's performance towards citizen satisfaction leading to a conclusion regarding the effect on the level of citizen's trust towards government institutes.