Analisis Kebijakan Peraturan Bupati No. 6 Tahun 2019 Di Lingkungan Kabupaten Tapanuli Tengah Dalam Meningkatkan Kinerja Pegawai Di Kelurahan Sibuluan Indah

The level of community satisfaction with services from the kelurahan is still relatively low, as can be seen from the many protests from the community against the kelurahan policy. This situation can be seen from the implementation of the work which is still slow so that most of the work cannot be completed on time. This study aims to determine what policies and constraint factors cause the less successful policy of Regent Regulation no. 6 of 2019 concerning Provision of Additional Income for Civil Servants in Central Tapanuli Regency in Improving Employee Performance in Sibuluan Indah Village, Pandan District. The research used was descriptive method, and the data analysis technique used descriptive qualitative. The results of the study show that the TPP policy has not fully succeeded in improving the performance of employees in Sibuluan Indah Village, Pandan District, with the following recommendations: 1) that the Central Tapanuli Regency government needs to revise the TPP policy so that it is more detailed about the elements of performance appraisal, 2) Officials appraisers need to eliminate the influence of personal relationships in making assessments of the performance of subordinates, and 3) The government needs to pay attention to the payment of TPP funds can be made in a timely manner.

Visitor satisfaction with services for environmental interpretation in Cat Tien National Park, Vietnam

<p>The increase in visitor demand creates more and more pressures on visitor management, especially in protected areas like national parks. Environmental interpretation is regarded as an effective soft management strategy that aims to educate visitors in national parks. However, no study about visitor satisfaction with environmental interpretation using Importance-Performance analysis has been undertaken in national parks in general and national parks of Vietnam in particular. This study attempts to fill in the research gaps in the literature by examining visitor satisfaction with services for environmental interpretation in Cat Tien National Park of Vietnam using Importance-Performance Analysis. The research aims are: (1) To identify current interpretive services in Cat Tien National Park; (2) To explore visitor use of these services for environmental interpretation; (3) To investigate visitor satisfaction with these services using Importance-Performance Analysis and (4) To analyze similarities and differences in visitor satisfaction with services according to motivation-based segments and market-based segments. Secondary research, a site visit and three semi-structured interviews were first implemented to provide information background for the study. Next, the main survey for both international and domestic visitors was conducted at the entry point of Cat Tien National Park. Data from 237 pre-visit and post-visit questionnaires collected in four weeks was then analyzed with relevant statistical analyses. Market-based segmentation and motivation-based segmentation were also implemented to analyze the data. The findings show that site interpreters were the most important service provider for environmental interpretation in Cat Tien National Park. Site interpreters, interpretive signs and staff at the museum are very important and very satisfying services for environmental interpretation. Displays at the museum need to be redesigned to meet visitor satisfaction. Moreover, videos at the rescue centre need to improve the performance to ensure domestic visitor satisfaction. With regard to twelve roles of site interpreters, the role for a comfortable pace of the trip, the role for a good group organisation, the communicative roles and the roles of an environmental interpreter are important and satisfying roles according to visitors. The performance of the instrumental role for visitor safety and the social role for a positive group environment need to be enhanced to meet visitor satisfaction. Also, two roles of a motivator of responsible behaviour need to be enhanced to meet the satisfaction of “Passive visitors” and “Active learners”, as well as international visitors. The study highlights the need for continuing research on visitor satisfaction with environmental interpretation using importance performance analysis and visitor segmentation. Some management implications were given for future development of services for environmental interpretation in Cat Tien National Park.</p>

Visitor satisfaction with services for environmental interpretation in Cat Tien National Park, Vietnam

<p>The increase in visitor demand creates more and more pressures on visitor management, especially in protected areas like national parks. Environmental interpretation is regarded as an effective soft management strategy that aims to educate visitors in national parks. However, no study about visitor satisfaction with environmental interpretation using Importance-Performance analysis has been undertaken in national parks in general and national parks of Vietnam in particular. This study attempts to fill in the research gaps in the literature by examining visitor satisfaction with services for environmental interpretation in Cat Tien National Park of Vietnam using Importance-Performance Analysis. The research aims are: (1) To identify current interpretive services in Cat Tien National Park; (2) To explore visitor use of these services for environmental interpretation; (3) To investigate visitor satisfaction with these services using Importance-Performance Analysis and (4) To analyze similarities and differences in visitor satisfaction with services according to motivation-based segments and market-based segments. Secondary research, a site visit and three semi-structured interviews were first implemented to provide information background for the study. Next, the main survey for both international and domestic visitors was conducted at the entry point of Cat Tien National Park. Data from 237 pre-visit and post-visit questionnaires collected in four weeks was then analyzed with relevant statistical analyses. Market-based segmentation and motivation-based segmentation were also implemented to analyze the data. The findings show that site interpreters were the most important service provider for environmental interpretation in Cat Tien National Park. Site interpreters, interpretive signs and staff at the museum are very important and very satisfying services for environmental interpretation. Displays at the museum need to be redesigned to meet visitor satisfaction. Moreover, videos at the rescue centre need to improve the performance to ensure domestic visitor satisfaction. With regard to twelve roles of site interpreters, the role for a comfortable pace of the trip, the role for a good group organisation, the communicative roles and the roles of an environmental interpreter are important and satisfying roles according to visitors. The performance of the instrumental role for visitor safety and the social role for a positive group environment need to be enhanced to meet visitor satisfaction. Also, two roles of a motivator of responsible behaviour need to be enhanced to meet the satisfaction of “Passive visitors” and “Active learners”, as well as international visitors. The study highlights the need for continuing research on visitor satisfaction with environmental interpretation using importance performance analysis and visitor segmentation. Some management implications were given for future development of services for environmental interpretation in Cat Tien National Park.</p>

Patient Satisfaction with Healthcare at a Tertiary Hospital in Northern Malawi: Results from a Triangulated Cross-sectional Survey

BackgroundIn 2016 the Malawi government embarked on several interrelated health sector reforms aimed at improving the quality of health services at all levels of care and attain Universal Health Coverage by 2030. Patient satisfaction with services is an important proxy measure of quality. We assessed patient satisfaction at a tertiary hospital in Northern Malawi to understand the current state in the country. MethodsWe conducted exit interviews with patients aged18 years and above using a 28 statement interviewer administered questionnaire. Patients were asked to express their level of agreement to the statements on a five-point Likert scale – strongly disagree to strongly agree, corresponding to scores of 1 to 5. Overall patient satisfaction was calculated by summing up the scores and diving the sum by the number of statements. Scores >3 constituted satisfaction while scores ≤3 constituted dissatisfaction. Patient self-rated satisfaction was determined from a single statement that asked patients to rate their satisfaction with services on a five-point Likert scale. We also solicited inputs from patients on aspects of hospital care that needed improvement. Responses were reviewed and grouped into themes. Recurring themes are presented according to frequencies.ResultsOverall patient satisfaction was 8.4% (95% CI: 5.2% - 12.9%). Patient self-rated satisfaction was 8.9% (95% CI: 5.5% - 13.4%). Patients raised six major issues that dampened their healthcare seeking experience including health workers reporting late to work, doctors not listening to patients concerns and neither examining them properly nor explaining the diagnosis, shortage of medicines, diagnostics and medical equipment, unprofessional conduct of health workers, poor sanitation and cleanliness, and health workers behaviour of favouring or priotising their relatives and friends over other patients.ConclusionWe found very low levels of patient satisfaction, suggesting that quality of services in the public health sector is still low. It is therefore critical to accelerate and innovate the Ministry of Health’s quality improvement initiatives to attain Malawi’s health goals.

Patients’ Satisfaction with Services Offered by Nurses at a Selected Ideal Clinic in Ehlanzeni District, Mpumalanga Province, South Africa

Background: The patients mainly determine if the services they are offered are useful, effective, or beneficial to them. Moreover, quality health care provision is a global concern. Most importantly, although several studies have been done globally on patients’ satisfaction, however, it remains an issue for scientific investigation, especially in South Africa, as patients’ satisfaction evaluation, specifically in a primary health care setting, is still a subject under-research. Aim/Purpose: This study sought to identify and describe factors contributing to patients’ satisfaction with services offered by nurses in an ideal clinic. Methods: The study conducted a quantitative, descriptive, cross-sectional study with a sample size of 114 patients from a population of 160 responding to a close-ended questionnaire, and the data were analysed using SPSS descriptive statistics. Results: The majority of patients in the study were females between the age of 18 and 29 years. The nurses have satisfied about 87.8% of the patients (n = 100), as they were satisfied with the care they were provided, while 88.6% (n = 101) agreed that they would come back to the clinic as they were offered good services. About 64.8% (n = 74) have indicated that they would recommend the clinic to others. Thus, by using the Chi-Square test, factors, such as the time taken to provide services, privacy, nurses' conduct, knowledge, and abilities, were found to have an impact on patients’ satisfaction. Conclusion: The study revealed that largely, the patients at the clinic in Ehlanzeni District, Mpumalanga Province, South Africa, were satistfied with the care the nurses rendered. In conclusion, the following factors contribute to patients’ satisfaction with services offered by nurses in selected ideal clinics: marital status, privacy, time, nurses' conduct (friendly, polite, listening), the information given to patients, patient-centred care (involving patients in their care, allowing questions and suggesting alternative treatment or giving opinions and having a say in their care), and nurses’ knowledge and abilities.

A STUDY OF SATISFACTION WITH GOVERNMENTAL QUALITY EFFORTS BASED ON DIFFERENT INFLUENCING FACTORS—WITH THE MONITORING DATA OF LIAONING PROVINCE AS AN EXAMPLE

In order to intensify quality efforts, strengthen the responsibility for quality safety, raise the overall level of quality and comprehensively and systematically understand the effectiveness of quality improvement actions of government and the gap between quality perception and requirements f consumers, this paper set up 5 level-1 indicators and 13 corresponding level-2 indicators in five fields of product quality, engineering quality, service quality, environmental quality and quality awareness to monitor the public satisfaction with governmental quality efforts in Liaoning Province. The results show that the public satisfaction with services in the fields of engineering quality and product quality is rather low, calling for greater attention from Liaoning Provincial Government and further improvement.

Determinants of Satisfaction with Services, and Trust in the Information Received in Community Pharmacies: A Comparative Analysis to Foster Pharmaceutical Care Adoption

Patient’s satisfaction with community pharmacy services, and patients’ trust in the information received in community pharmacies are important drivers of pharmaceutical care adoption. An online questionnaire assessing patient satisfaction with the services received in pharmacies and trust in the pharmacist’s advice, along with their determinants, was administered to 343 Romanian chronic and non-chronic patients. Using various statistical tests, exploratory factor analysis, and robust regression we explored determinants of satisfaction and trust. We found that satisfaction with services is predicted by pharmacists’ attitude (β = 631, p < 0.001), low waiting time (β = 0.180, p < 0.001), affordable cost of the drugs (β = 0.09, p = 0.009), and drug availability (β = 0.157, p < 0.001). At the same time, trust in the information received is driven by pharmacists’ attention (β = 0.610, p < 0.001), whether the patient received precautionary information (β = 0.425, p < 0.001), low waiting time (β = 0.287, p < 0.001), and whether the respondent is a chronic patient or not (non-chronic patients express more trust, β = 0.328, p = 0.04). Our study expands the existing paradigm that sees trust as a simple predictor of satisfaction by showing that trust and satisfaction are predicted by different variables, and thus they should be addressed using different strategies. In fact, we found that they share only one predictor—waiting time, highly significant in both cases. Our findings show that, without prioritizing trust in the information received in community pharmacies to reduce information asymmetry between patient and pharmacist, the focus only on patient satisfaction may lead to a scenario in which community pharmacies will end up to be better integrated in the business sector and not in the public health system.

Relationship between satisfaction with mental health services, personal recovery and quality of life among service users with psychosis: a cross-sectional study

Background Mental health policy internationally emphasizes patient centredness and personal recovery. This study investigated the relationship between satisfaction with mental health services among service users with psychosis in Norway, and personal recovery, perceived support for personal recovery, and quality of life. Methods Cross-sectional data were collected from 292 service users diagnosed with psychosis from 39 clinical sites across Norway. Satisfaction with services was assessed using the Client Satisfaction Questionnaire-8. A linear mixed model was estimated to explore the relationship between satisfaction with services and preselected covariates, and to control for confounding factors. Results A large majority of participants (89%) reported moderate-to-high levels of satisfaction. Satisfaction with services was positively associated with perceived support for personal recovery, but not with personal recovery or quality of life. In addition, service users under a Community Treatment Order (CTO) were significantly less satisfied than those who were not. Conclusions Satisfaction levels among service users were higher compared with similar, international studies. Those who feel supported in their personal recovery were more satisfied with the care they receive, which support the need for implementation of recovery-oriented practices for service users with psychosis. However, satisfaction with services was not related to service user-rated quality of life or level of personal recovery; thus, more follow-up studies are needed. The lower satisfaction of service users placed under CTOs shows the importance of targeted interventions to improve satisfaction with services among this group. Trial registration NCT03271242, date of registration: 5 sept. 2017.

Penerapan Metode Servqual Dalam Menentukan Tingkat Kepuasan Masyarakat Terhadap Pelayanan Pengurusan Surat Izin Usaha Mikro Dan Kecil Pada Kantor Camat Dolat Rayat Kabupaten Karo

Abstrak— Adanya permasalahan yang dihadapai masyarakat adalah masyarakat tidak bisa memberikan penilaian kepuasan terhadap pengurusan izin uasaha mikro dan kecil, hal ini membuat pegawai tidak bias mengukur kepuasan masyarakat untuk meningkatkan kualitas pelayanan di kantor camat. Dalam mengambil keputusan diperlukan sebuah sistem yang dapat menentukan tingkat kepuasan masyarakat berdasarkan kriteria yang ditentukan oleh pengguna. Penerapan Metode Servqual Dalam Menentukan Tingkat Kepuasan Masyarakat Terhadap Pelayanan Pengurusan Surat Izin Usaha Mikro Dan Kecil Pada Kantor Camat Dolat Rayat Kabupaten Karo. Metode Servqual adalah suatu kuesioner yang dapat mengukur kualitas jasa. Metode ini digunakan untuk mengukur kualitas layanan dari atribut masing-masing dimensi, sehingga akan diperoleh nilai gap (kesenjangan) yang merupakan selisih antara persepsi konsumen terhadap layanan yang diterima. Metode Servqual memiliki dua perspektif internal dan perspektif eksternal. Perspektif internal didefenisikan dengan bebas kesalahan (zero defect) sedangkan perspektif eksternal digunakan untuk memahami apa yang diharapkan konsumen, dirasakan konsumen dan kepuasan konsumen.Kata kunci: Pelayanan, Kepuasan Masyarakat, Penilaian, Metode Servqual Abstract— There is a problem faced by the community is that the community cannot provide an assessment of satisfaction with the management of micro and small business permits, this makes employees not biased to measure community satisfaction to improve service quality in the camat office. In making decisions, we need a system that can determine the level of community satisfaction based on criteria determined by the user. Application of the Servqual Method in Determining the Level of Community Satisfaction with Services for Managing Micro and Small Business Licenses at the Sub-District Office of Dolat Rayat, Karo Regency. The Servqual method is a questionnaire that can measure service quality. This method is used to measure the service quality of the attributes of each dimension, so that a gap value is obtained which is the difference between consumer perceptions of the services received. The Servqual method has two internal perspectives and an external perspective. The internal perspective is defined as being free of errors (zero defect), while the external perspective is used to understand what consumers expect, feel and customer satisfaction.Keywords: Service, Community Satisfaction, Assessment, Servqual Method