The Digitization of Public Services and Its Contribution to the Quality of Service in Relation to User Satisfaction

In recent years, some governments have been working on solutions to transform public administrations and provide high-quality services to users. The United Nations has recommended integrating digital technology into various aspects of life, including public services. The objective is to offer real-time, high-quality digital services, improve the delivery of public services, enhance their effectiveness and efficiency, while achieving objectives such as transparency, interoperability and citizen satisfaction. However, most governments in developing countries are unable to keep up with this trend. As a result, they often create digital public services that fall short of users’ expectations. This study aims to identify the fundamental factors influencing the quality of service in relation to user satisfaction and to explore the relevance of digital technology in implementing this quality within Cameroon public administrations. To achieve this, we used a qualimetric research method, which included non-directive interviews, questionnaires, and structured observations. The results showed that the public services offered in our study environment did not meet users’ expectations. However, the study identified the fundamental aspects to be considered in providing quality public services connected to user satisfaction, as well as the strengths of digitization in achieving this quality.

Residents'Satisfaction with Public Services in Mountainous Areas:An Empirical Study of Southwestern Sichuan Province,China

Abstract： Enhancing the efficiency of public services is essential to residents in mountainous areas. It is also important to promote sus- tainable development of these regions. Analysing residents＇ satisfaction with public services in mountainous areas can help in evaluating outcomes of fiscal investment and identifying potential coping approaches for improving public service efficiencies. The residents＇ satisfaction with public services and the factors that influence such satisfaction were examined in this study. A study of 12 towns located in the southwestern Sichuan Province was performed using an entropy-weighted analytic hierarchy process （EWAHP）, the technique for order preference by similarity to ideal solution （TOPSIS） and Tobit regression methods. The results indicate that： 1） the spatial distribu- tion of satisfaction with public services is non-uniform, and the spatial distribution structure varies for different types of public services. 2） Residents＇ satisfaction with public services is influenced by both objective and subjective factors. Population density, economic dis- tance, social and cultural divisions and elevation are the major objective factors, whereas bounded rationality, the hierarchy of needs and service expectations are the main subjective factors. The most effective strategies for enhancing residents＇ satisfaction with public ser- vices are likely to be clustering the population, choosing supply centres with different public services, regulating the cultural division in ethnic minority towns, selecting supply priorities in accordance with residents＇ needs, implementing targeted intervention policies and establishing ＇bottom-up＇ and ＇top-down＇ integrated decision-making mechanisms. Keywords： mountainous areas; public services; residents＇ satisfaction; entropy-weighted analytic hierarchy process （EWAHP）; technique for order preference by similarity to ideal solution （TOPSIS）; Tobit regression; southwestern Sichuan Province

An Analysis of the Women Commuters’ Satisfaction in the Public Bus Service in Bangladesh: A Survey on Local Buses in Major Cities

Bangladesh is one of the most populated developing countries where public bus service plays a vital role as a public transport mode since it is easily available and cost-effective. In the social, commercial, educational, and administrative spheres, women’s participation in the labor force in economic enterprises is steadily expanding in the country. Very little research considers only women commuters to analyze the service quality of public buses and they selected only Dhaka city as a study area. However, a large number of trips were generated by women commuters in the industrial and commercial zones such as Gazipur, Narayanganj, and Dhaka. This paper ascertains the public bus service attributes that affect women commuters’ satisfaction as well as finds out the major problems of women commuters while traveling on public buses and the possible solutions to them. This survey included 766 women commuters from Dhaka, Narayanganj, and Gazipur who were interviewed face to face. Structural Equation Model (SEM) was used as the instrument for identifying the service quality (SQ) attributes that influenced the women commuters’ satisfaction. A series of models were developed based on the trial-and-error method and the model M3 is selected as the best fit according to SEM fit indices values. The study’s main goal was to compile a list of service quality attributes that influence women commuters’ satisfaction. Major issues with the current public bus service in terms of safety and security, as well as remedies, were identified through discussions with experienced female commuters. These findings reveal that women commuters’ satisfaction is primarily influenced by safety and security, as well as the degree of comfort provided by bus service because they frequently encounter major safety and security issues on public buses and want an immediate remedy. This paper offers some potential strategies for addressing the issues, which may prompt policymakers to pay more attention to these aspects in transportation planning.

How Urban Public Service Affects the Well-Being of Migrant Workers:An Empirical Analysis Based on the Theoretical Perspective of Social Comparison Theory

Government city management is facing higher requirements with the development of the number of migrant workers.Therefore,improving their subjective well-being is a significant practical problem that the government must consider in public governance.This research discusses the influence of public service satisfaction on the well-being of urban migrant workers from the perspective of social comparison theory and the role of the sense of social equity and social conflict in the process of this influence.Using the structural equation modeling and moderated mediating mechanism analysis,the results show that:(1)the satisfaction of social and economic public service significantly and positively affects subjective well-being.(2)The sense of social equity completely mediated the influence of the satisfaction of public social service on well-being and partly mediated the influence of the satisfaction of public financial service on well-being.(3)The sense of social equity and conflict have a moderated mediating effect for social and economic public service satisfaction on well-being.Finally,the article concludes with some suggestions to improve the well-being of migrant workers based on the conclusion of the study.

Study on The Basic Public Health Service in Shanghai

It is increasingly found that medical investment is not the only effective means to improve the national health level. The basic public health service, which is dominated by disease control and prevention, is paid more and more attention.This paper analyzes the relationship between the migrant population and the population of the city＇s household registration to the basic public health service. Access to basic public health services and satisfaction of the system, analysis of the factors affecting the satisfaction of the basic public health services in Shanghai revealed the problems and causes of development. Finally, putting forward the concrete countermeasures and suggestions for perfecting and improving the basic public health service in Shanghai.

A survey of public needs for digital information service in libraries and museums

Purpose:The purpose of the research is to investigate public needs for digital information service in the Chinese libraries and museums and seek ways to help these public service institutions improve their service to meet user needs.Design/methodology/approach:An online questionnaire survey was used to study the publicneeds for digital information service provided by libraries and museums.A total of 474 valid questionnaires were retrieved for analysis.Findings:The primary purpose of using the digital library and museum service was for knowledge acquisition,followed by work or class assignment and leisure and entertainment.Users need one-stop information service that provides information and service in a more integrated form and allows cross-database searching as well.Research limitations:A majority of the respondents were young and middle-aged people who often use the Internet.We would need to increase our sample size and include different groups of users such as children and retirees to make the sample more representative.Practical implications:Libraries and museums should collaborate to provide the users with one-stop digital information service.Meanwhile,the research can serve as a reference source for the future studies of digital library and museum service.Originality/value:Few studies were published on the public needs for digital library and museum service in China.This study bridges the gap and contributes to our understanding of the Chinese users’ needs for digital information service in libraries and museums.

Probabilistic linguistic term ordered weighted distance operator and its applications in public Eco-environment satisfaction evaluation

This thesis aims to propose a novel distance operator,the probabilistic linguistic term ordered weighted distance(PLTOWD)operator,which enriches the distance theory in probabilistic linguistic term circumstances.The PLTOWD operator is an efficient tool to deal with qualitative evaluation information and their corresponding probabilities or importance degrees.Moreover,some of its desired properties and different families of thePLTOWDoperator are discussed.Meanwhile,the extensions of the PLTOWD operator are also investigated.Then,a method of multiple attribute group decision making(MAGDM)in probabilistic linguistic term information is proposed on the basis of the PLTOWD operator.Finally,a numerical evaluation example in public Eco-environment satisfaction is developed to illustrate the practicability and effectiveness of the given method.Some discussions and comparisons are carried out according to the case results.

基于明尼苏达量表的安徽省乡镇公共卫生服务从业人员工作满意度研究

目的了解安徽省基层公共卫生服务从业人员的工作满意度及影响因素,并提出相应的建议。方法2021年1—4月采用分层随机整群抽样方法在皖北、皖中、皖南分别抽取乡镇卫生院公共卫生服务从业人员进行问卷调查。采用明尼苏达满意度短式量表调查从业人员工作满意度情况,采用多元线性回归进行工作满意度的影响因素分析。结果共调查了39个县723家乡镇卫生院的5430名公共卫生服务从业人员。其中,男性2112人(占38.90%),女性3318人(占61.10%);40~49岁人群居多(2240人,占41.25%);学历以大专及以上为主(3934人,占72.45%);所学专业最多的为临床医学(2503人,占46.10%);来自一般乡镇卫生院更多(3091人,56.92%)。工作总体满意度得分为(2.02±0.78)分,内部满意度得分为(1.94±0.71)分,外部满意度得分为(2.19±0.89)分。其中“我的报酬与我所做的工作量”得分最高,为(2.46±1.02)分;“能够做不违背自己良心的事情”得分最低,为(1.74±0.65)分。性别、职称、工作机构规模和单位培训重视程度是影响乡镇公共卫生服务从业人员工作满意度的主要因素(t=−4.61、2.28、2.70、−41.78,P均<0.05)。结论安徽省基层公共卫生服务人员工作总体满意度较高,外部满意度稍逊于内部满意度。建议通过加强人才培养、改善工作条件、提升薪酬待遇等途径提高基层公共卫生服务人员工作满意度。

乡村数字经济促进农村公共服务高质量发展研究

为了解数字经济对农村公共服务质量的影响,以2013—2022年30个省份为样本,采用基准回归和门槛效应模型进行分析。结果表明,数字经济显著提升了农村公共服务质量和农民满意度;乡村数字经济对农村公共服务质量的促进作用在经济发展和农村人力资本水平达到一定阈值之后会显著增强,应注意“数字鸿沟”的门槛效应;异质性分析表明,农村公共服务质量受数字经济影响最大的是东部地区。据此,地方政府应强化数字经济在农村公共服务体系的嵌入、培养高素质农民。

公共图书馆志愿者行为、满意度与持续参与意愿调查研究——以长沙图书馆为例

文章通过问卷调查和访谈调研法调查分析了公共图书馆志愿者的志愿服务动机、满意度以及持续参与意愿与影响因素。研究发现,现阶段志愿者的参与动机、满意度均与持续参与意愿有密切相关关系,志愿者持续参与意愿受到图书馆志愿服务管理、内容、培训、权益、激励等因素的直接影响,并因此提出志愿引导、内容创新、培训机制、激励机制与权益保护等提升志愿者持续参与意愿的方法和策略。

农村公共文化服务满意度评价体系研究

研究聚焦农村公共文化服务领域,应用层次分析法深入探讨了具有地方特色的文化活动、品牌、空间等因素在农村公共文化服务满意度评价体系构建中的作用与地位。研究主要针对新时代农村公共文化服务进行了全面系统地评估,以揭示其发展趋势和面临的挑战。研究结果显示,尽管在新时代农村文化事业取得了显著进步,但现有的公共文化服务评价体系在捕捉和评估这些新变化方面存在明显不足。为此,本研究构建了以农村居民需求为主导,涵盖农村新变化的满意度评价体系,以期为全面评价新时代农村公共文化服务建设成效提供理论依据。

基于主客观评价的社区生活圈公共服务设施优化策略研究——以南宁市中心城区为例

社区生活圈已成为当前“以人为本”理念下城市更新实施和评价的重要工具。然而传统的社区生活圈规划主要基于公共服务设施覆盖率和可达性等空间绩效评价方法,较少关注居民的实际生活体验和需求。以广西壮族自治区南宁市中心城区为例,通过社区居民满意度调查,根据客观评价(设施服务水平)和主观评价(居民满意度)之间的相关性程度,将公共服务设施分为强相关、中等相关、弱相关和不相关4种类型;进而根据各类设施的相关性特征及潜在影响因素,结合典型社区生活圈实地调研,提出社区生活圈公共服务设施的分类优化策略,以期为全国其他城市提供可借鉴的经验。

新疆地区住院患者远程医疗服务满意度现状调查

目的 通过开展远程医疗服务患者满意度调查,进一步改善患者就医体验感,促进新疆地区远程医疗服务质量的提升。方法 在新疆14个地州、92家公立医院随机抽取1 446例住院患者,运用自行设计的电子问卷,对接受远程医疗服务的患者开展满意度调查。结果 新疆地区接受远程医疗服务的住院患者总体满意度较高(94.16%)且受众趋于年轻化(年龄小于50岁患者占79.19%);72.68%的患者主要选择原因为远程医疗服务可降低就医成本,而非远程服务专家水平的高低;在接受远程医疗服务后,93.50%的患者增强了对后续治疗的信心,85.96%的患者认为治疗效果有明显提升。结论 目前,新疆地区住院患者远程医疗服务满意度相对较高,但存在远程医疗服务能力与患者满意度不匹配的问题,因此,仍需拓展远程医疗服务业务范围,加强科普宣传,提升患者诊疗体验感。

基于重要性—绩效的公共交通服务质量满意度分析

基于顾客满意度模型,挖掘政府购买服务背景下的公交满意度影响机理,从硬件(产品满意度)和软件(服务满意度)两维度构建公共交通满意评价体系;其次,利用结构方程模型确定各公交服务属性在预测整体满意度方面的重要性,采用重要性—绩效分析方法确定公共交通满意度指标的改善优先级;最后,以北京某区为例进行实证。结果显示,公共交通软件(服务满意度)的相对重要性高于硬件(产品满意度),采用重要性-绩效分析方法识别公共交通满意度属性的改善优先级,制定并实施改进策略后,满意度提升9.9%。研究为政府购买服务背景下的公共交通服务水平提升、政策建议和策略制定提供理论支撑。

海南省居民对国家基本公共卫生服务项目知晓率与满意度网络调查分析

[目的]了解海南省居民对国家基本公共卫生服务项目的知晓率和满意度情况。[方法]采用方便抽样方法,对海南省31507名居民进行网络问卷调查,运用卡方检验、二分类Logistic回归和Spearman相关分析进行统计分析。[结果]海南居民对基本公共卫生服务项目的总体知晓率为85.8%,知晓率的主要影响因素为性别、民族、居住地区、年龄、文化程度、职业、人群类型和家庭平均月收入。居民总体满意度为93.8%,满意度的主要影响因素为年龄、文化程度、居住地区和职业。知晓率与满意度之间呈正相关(r s=0.330,P<0.001)。[结论]海南省居民对国家基本公共卫生服务项目知晓率和满意度较高,应进一步加大宣传力度,提高服务质量,进而提高居民的获得感。

2021-2023年云南省重点人群对国家基本公共卫生服务知晓率和满意度的调查研究

[目的]了解2021-2023年云南省65岁及以上老年人、高血压和糖尿病三类重点人群对国家基本公共卫生服务项目的知晓率和满意度,为进一步提高服务质量,提升居民的获得感以及更好地开展个体化健康教育工作提供参考。[方法]采取随机抽样的方法,选取云南省16个州(市)重点人群进行现场问卷调查,采用描述性分析、Kruskal-Wallis非参数检验对调查数据进行分析。[结果]2021-2023年,云南省重点人群对国家基本公共卫生服务项目的总体知晓率为72.69%,其中居民健康档案管理知晓率最高(95.38%)。重点人群对基本公共卫生服务总体满意度为74.04%,其中医患关系满意度最高(87.50%)。重点人群首诊选择村卫生室的占61.25%,乡镇卫生院占50.87%。[结论]云南省重点人群对国家基本公共卫生服务项目的知晓率和满意度相对较低,知晓率呈逐年上升趋势。建议加强针对老年人和慢性病等重点人群的教育和健康促进工作,提高基层医务人员的专业能力和服务水平,从而有效提高居民的获得感。

居民公共卫生服务满意度调查及影响因素分析

目的基于2023年中国社会治理调查数据库,分析居民公共卫生服务满意度现状及影响因素,为进一步提高公共卫生服务水平提供参考。方法用频数和频率对调查对象基本特征和居民总体公共卫生服务满意度进行描述性分析,采用χ2检验比较不同特征的居民公共卫生服务满意度的差异,采用二元Logistic回归模型进行居民公共卫生服务满意度影响因素的多因素分析。结果2023年居民总体公共卫生服务满意率为69.76%,多因素回归结果显示,居民公共卫生服务满意度的影响因素是年龄、居住类型、是否参加医疗保险、政府工作效率、政府工作人员素质、政策执行效果、政策公平性以及医疗机构信任度。结论近七成居民对当前公共卫生服务表示满意,老年、居住在城市、拥有医疗保险的居民公共卫生服务满意度更高,政府工作效率和政府工作人员素质是居民公共卫生服务满意度的首要影响因素,政策执行效果、政策公平性、医疗机构信任度是居民公共卫生服务满意度的重要影响因素。

基于ECSI模型的医疗服务满意度评价研究——以S市公立医院为例

目的 深入分析公立医院在医疗服务满意度方面存在的问题,构造更具适用性和解释能力的医疗服务满意度评价模型,为患者医疗服务满意度提升路径提供参考。方法 基于ESCI模型,提出研究假设,编制《S市公立医院医疗服务满意度评价量表》,选择S市公立医院为研究对象,从患者角度对其展开医疗服务满意度评价。结果 目前影响S市公立医院患者医疗服务管理满意度提升的问题主要为:硬件质量方面亟需提升诊疗技术,同时需要优化公立医院的环境卫生;软件质量方面缩短就医候时是眉睫要务。S市公立医院医疗服务满意度评价得分为3.76,S市公立医院患者对其医疗服务满意度处于中等偏低水平。结论 针对上述问题,建议从强化重点专科建设、强化人才队伍建设、优化就诊流程、开放数字化联动服务、强化服务管理等方面进行改革,以推动患者医疗服务满意度进行提升。

家庭富裕程度、基本公共服务水平与农户满意度

基于2021-2022年乡村振兴重点帮扶县的84个村2205个家庭的调查数据,评估家庭富裕程度对农户帮扶政策满意度的影响,并讨论基本公共服务的调节机制。研究发现:家庭越富裕,农户对帮扶政策的满意度越高;在各分项满意度指标中,收入提高会显著增加农户对产业帮扶、就业帮扶、村集体经济经营效果和乡村建设的满意度,但会显著降低对义务教育方便性的满意度;不同村属性与不同家庭类型的农户随着收入提高对帮扶政策的满意度存在异质性。机制分析表明,教育、基础设施建设与数字乡村建设均在家庭富裕程度对农户帮扶政策满意度的影响机制中起着正向加强作用,医疗支出压力起着负向减弱作用。文章从提高农户参与度、加强公共服务建设和针对不同村属性与不同类型农户适度调整帮扶政策等方面提出了提高农户满意度的政策建议。

公共教育满意度对公租房住户生育意愿的影响——基于广州的实证研究

基于2022年广州市在享公共租赁住房住户的调查数据,建立二元Logistic回归模型,实证检验公共教育满意度对公租房住户生育意愿的影响,并将户籍作为工具变量以解决公共教育满意度与生育意愿之间双向因果的内生性问题。研究发现,公共教育满意度能显著提高公租房住户的生育意愿,对于低教育程度的公租房住户来说,公共教育满意度对其生育意愿的促进效果更强。基于此,建议进一步完善公租房规划、设计、建设及分配,提高与保障公租房住户的生育意愿;积极推进公共教育服务均等化,降低教育成本;切实落实“租购同权”,促进租赁群体同享公共服务相关权利。