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.

Expectations and Level of Satisfaction of the Patient with Parkinson’s Disease Undergoing Deep Brain Stimulation Surgery at the National Institute of Neurology and Neurosurgery

Background: Deep brain stimulation (DBS) is an established treatment for patients with advanced Parkinson’s disease (PD). Reports show continued patient satisfaction after surgery despite not maintaining clinical improvement as measured by evolution scales. Objectives: The present study sought to explore expectations and level of satisfaction in patients after DBS surgery with a semi-structured questionnaire and subsequent correlation with functional scales, Quality of Life (QoL), and motor and non-motor symptoms. Methods: We performed descriptive statistics to represent demographic data, Wilcoxon rank tests to determine significant differences, and Spearman correlation between the applied scales. Results: We evaluated 20 patients with a history of DBS surgery. 45% were female, with a mean age of 55.7 ± 14.15 years, a mean disease duration of 13.42 ± 8.3 years, and a mean time after surgery of 3.18 ± 1.86 years. Patients reported surgery meeting expectations in 85.5% and continued satisfaction in 92%. These two variables showed a significant correlation. Conclusions: This sample of patients remained satisfied after DBS surgery, although we found no differences in motor and non-motor clinimetric scales. Further studies are needed to confirm the importance of assessing quality of life in patients with DBS.

Research on Multi-Objective Optimization Model of Industrial Microgrid Considering Demand Response Technology and User Satisfaction

In the process of wind power,coal power,and energy storage equipment participating in the operation of industrial microgrids,the stable operation of wind-storage industrial microgrids is guaranteed by considering demand response technology and user satisfaction.This paper firstly sorts out the status quo of microgrid operation optimization,and determines themain requirements for user satisfaction considering three types of load characteristics,demand response technology,power consumption benefit loss,user balance power purchase price and wind power consumption evaluation indicators in the system.Secondly,the operation architecture of the windstorage industrialmicrogrid is designed,and themulti-objective optimizationmodel of the wind-storage industrial microgrid is established with the comprehensive operating cost and user satisfaction as the target variables,and the corresponding solution method is mentioned.Finally,a typical wind-storage industrial microgrid is selected for simulation analysis,and the results showthat,(1)Considering the demand response technology,the comprehensive operating cost of the wind-storage industrial microgrid per day is 5292.63 yuan,the user satisfaction index is 0.953,and the wind power consumption rate reaches 100%.(2)By setting four scenarios,it highlights that the grid-connected operation mode is superior to the off-grid operation mode.Considering the demand response technology,the load curve can be optimized,and the time-of-use electricity price can be fully used to coordinate the operation of each unit,which enhances the wind power consumption capacity.The compromise solution of the system comprehensive operating cost and user satisfaction under the confidence level of 0.95 is obtained,namely(5343.22,0.94).(3)The frontier curve shows that in the process of model solving,it is impossible to optimize any sub-objective by changing the control variables,which proves that there is a close relationship between the comprehensive operating cost of the system and the confidence level,which can provide effective guidance for the optimal operation of industrial microgrids.

Sensory Evaluation of Freeze-Dried Facial Mask and Analysis of User Profile

To thoroughly understand market opportunity of freeze-dried facial mask and deeply get insight of consumers’usage behavior and needs,evaluate sensory feelings of 10 screened commercial freeze-dried facial mask products,group test products according to the differences of sensory attributions via Principal Component Analysis(PCA)and Agglomerative Hierarchical Clustering(AHC),pick up the representative products.Freeze-dried facial mask users evaluate satisfaction degree of picked up products and participate survey of usage behavior/cognition.Analyze consumer data by AHC to get consumer segmentations and their profile.The test results show that,sensory data and consumer data,which is from consumers test of screened representative products by performing PCA and AHC on sensory data,can be verified mutually.It is helpful to understand the needs of consumer segmentations and reason to buy by combining sensory data and consumer test.

A Structural Topic Model for Exploring User Satisfaction with Mobile Payments

This study explored user satisfaction with mobile payments by applying a novel structural topic model.Specifically,we collected 17,927 online reviews of a specific mobile payment(i.e.,PayPal).Then,we employed a structural topic model to investigate the relationship between the attributes extracted from online reviews and user satisfaction with mobile payment.Consequently,we discovered that“lack of reliability”and“poor customer service”tend to appear in negative reviews.Whereas,the terms“convenience,”“user-friendly interface,”“simple process,”and“secure system”tend to appear in positive reviews.On the basis of information system success theory,we categorized the topics“convenience,”“user-friendly interface,”and“simple process,”as system quality.In addition,“poor customer service”was categorized as service quality.Furthermore,based on the previous studies of trust and security,“lack of reliability”and“secure system”were categorized as trust and security,respectively.These outcomes indicate that users are satisfied when they perceive that system quality and security of specific mobile payments are great.On the contrary,users are dissatisfied when they feel that service quality and reliability of specific mobile payments is lacking.Overall,our research implies that a novel structural topic model is an effective method to explore mobile payment user experience.

Enhancing the Prediction of User Satisfaction with Metaverse Service Through Machine Learning

Metaverse is one of the main technologies in the daily lives of several people,such as education,tour systems,and mobile application services.Particularly,the number of users of mobile metaverse applications is increasing owing to the merit of accessibility everywhere.To provide an improved service,it is important to analyze online reviews that contain user satisfaction.Several previous studies have utilized traditional methods,such as the structural equation model(SEM)and technology acceptance method(TAM)for exploring user satisfaction,using limited survey data.These methods may not be appropriate for analyzing the users of mobile applications.To overcome this limitation,several researchers perform user experience analysis through online reviews and star ratings.However,some online reviews occasionally have inconsistencies between the star rating and the sentiment of the text.This variation disturbs the performance of machine learning.To alleviate the inconsistencies,Valence Aware Dictionary and sEntiment Reasoner(VADER),which is a sentiment classifier based on lexicon,is introduced.The current study aims to build a more accurate sentiment classifier based on machine learning with VADER.In this study,five sentiment classifiers are used,such as Naïve Bayes,K-Nearest Neighbors(KNN),Logistic Regression,Light Gradient Boosting Machine(LightGBM),and Categorical boosting algorithm(Catboost)with three embedding methods(Bag-of-Words(BoW),Term Frequency-Inverse Document Frequency(TF-IDF),Word2Vec).The results show that classifiers that apply VADER outperform those that do not apply VADER,excluding one classifier(Logistic Regression with Word2Vec).Moreover,LightGBM with TF-IDF has the highest accuracy 88.68%among other models.

Predicting User Satisfaction of Non-volitional Enterprise Systems: An Example From Telecomunications

The rapid pace of technological change has seen information and communication technologies become the digital backbone of developed nations’ economies and a pre-requisite for global trade. Some enterprise systems are however more than mere facilitators, they provide the bedrock without which organizations could not function;we term these mandatory systems “non-volitional”(NVS). With hyper-growth in demand for connectivity, telecommunications are typical of sectors where NVS shape the fiercely competitive landscape. Among them, Billing & Revenue Management Systems (BRMS) are a form of credit, providers deliver a service and subscribers later pay for that service. As such, they are “business critical”, meaning failures may affect an organization’s ability to conduct its core business. Failures also impact user satisfaction, a key measure of information systems success. However, relatively few studies empirically test this notion;fewer still evaluate it at organizational (rather than individual) level, while there is a dearth of literature investigating non-volitional systems and, to the best of our knowledge, none whatsoever consider ways of predicting user satisfaction for BRMS. According to a renowned and widely cited conceptual model, user satisfaction is influenced by information, system, and service quality respectively. To test this theory for telecoms BRMS, we applied structural equation modelling to investigate which of these dimensions has the most effect. The results indicate that information quality, system quality, service quality, and user satisfaction are all valid measures of BRMS success. Hypothesized relationships between the four success dimensions were significantly substantiated. The study also identified five measures of information quality, four measures of system quality, four measures of service quality, and four measures of user satisfaction. Once the proposed model had been successfully validated, we tested the level of significance among user satisfaction and the three quality dimensions. Findings showed that service quality had the strongest influence on user satisfaction, with information quality second. This is quite different from other applications considered in our literature review which mostly have information quality as having the strongest impact (knowledge management systems apart).

An empirical study on user satisfaction in relation to those influencing factors for the development of database resources

In taking into full consideration of the technology acceptance model(TAM),this empirical study has made a few assumptions and also has formulated a model for the study on the level of satisfaction of database users. This research project was conducted by collecting relevant data from library users of five universities. Specifically, it aimed to measure database users' level of satisfaction and tried to find factors affecting these graduate students who are using databases regularly at their university libraries. An analysis of the collected data shows that the level of database users' satisfaction could be directly affected by the database service quality, the easiness of accessing the system and user perceived notion of usefulness of those databases that they use often. This study also found that database users' gender could be a significant factor in their perceived notion of easiness of accessing databases, and also in their perceived notion of satisfaction for their successful information retrieval operations. The frequency of accessing databases by these graduate students has an impact on users' perceived notion of easiness of database access. The users' school classifications could make a significant difference in their perceived notion on the extent of usefulness of a particular database.

User satisfaction-based quality evaluation model and survey analysis of network information service

On the basis of user satisfaction,authors made research hypotheses by learning from relevant e-service quality evaluation models.A questionnaire survey was then conducted on some content-based websites in terms of their convenience,information quality,personalization and site aesthetics,which may affect the overall satisfaction of users.Statistical analysis was also made to build a user satisfaction-based quality evaluation system of network information service.

A comparative study on users' satisfaction of library resource sharing under the circumstance of network in Nanjing

From the perspective of information resource sharing, the authors investigated the ratio and degree of users' satisfaction with resource sharing among college libraries, public libraries and research libraries in Nanjing city. Based on the analysis and discussion about the findings, the authors summarized the library resource sharing system in satisfying users' information requirements, including its pros and cons. At last, further considerations have been provided on how to improve library resource sharing system in the region.

The Research of Cenozoic Migrant Worker Satisfaction

The phenomenon of Cenozoic migrant worker shortage is a realism problem of China's enterprise, and Cenozoic migrant worker has become an important force occupied the social structure. So the study of Cenozoic migrant worker's status and the demand is imperative. Understand employees' both psychological and physiological satisfaction of enterprises' environmental factors, and make some corresponding changes is of great help to reduce the employee turnover rate. This paper commenced to research from the Cenozoic migrant worker 's characteristics, analyzed conditions and puts forward the corresponding countermeasures.

Priority of Factors Affected on Customer＇s Satisfaction in the E-Banking by Using Kano Model and Analytical Hierarchy Process： A Case of Iranian Commercial Bank

The aim of the article is to determine the extent to which customer satisfaction＇s in the e-banking in Semnan area had organizational and customer readiness for developing their services. One of the most important sectors that plays key role for grasping developed condition is banking sector. Banks like other institutions also look for augmenting their profits and increasing their strength by expansion. The designing of bank must involve selection of those that have sufficient success potential. Hence, from several factors of success, the following three criteria factors have been： selected-customer satisfied, one dimensional, and product fully functional. These factors offers three question multi criteria group extracted from a 16 norms. Also, three criteria factors have been studied over a period of five years and important criteria for evaluating the norms. The Analytical Hierarchy Process （AHP） has been employed to calculate the success potential of each norm. The empirical data comprises the longitudinal survey of the agricultural banking of the Semnan province. The paper, also, finds that product fully functional is placed as the first priority.

A case study of customer satisfaction for information technology solutions

There are numerous information technology solutions including hardware and software. A company that provides the solution should have knowledge of the customer needs in the purpose of sailing strategy or upgrade policy. The needs are also directly connected to the user satisfaction. However, the users have respective points of view in the needs as well as they may not identify the requirements to improve the solution. SERVQUAL can be an appropriate method to define and measure the customer satisfaction for the information technology solutions. As a case study of the customer satisfaction, the modified SERVQUAL items and scoring method are applied to a cyber-infrastructure system named CyberL ab in Korea. The measurement results of user satisfaction for CyberL ab are provided to confirm that our proposed method performs as we intended. From the results, we can score the satisfaction level of users and identify their needs in the various aspects. The total user satisfaction level for CyberL ab is scored by 88.3.

集体经营性建设用地入市农户满意度影响因素研究——基于Logistic-ISM模型的分析

农户满意程度可以反映政策改革成效,探究农户集体经营性建设用地入市满意度影响因素,有助于评价政策实施效果,同时对提升农村发展和农民幸福感也有一定的现实意义.采用问卷调查和访谈的方式,选取重庆市大足区作为研究区域,基于Logistic模型确定农户满意度的影响因素,结合ISM模型分析各影响因素之间的层次关系,对农民的政策实施满意度影响因素进行实证分析.研究结果显示:(1)针对入市实施效果,绝大部分农户持满意态度,不满意的地方集中在收益分配不及时和环境污染方面;(2)家中是否有村干部、生态环境变化情况、是否参与表决、分配公平性、入市实际收益、程序透明性、入市风险存在情况、对入市土地所有者的认知对入市农户满意度有显著影响.其中对入市土地所有者的认知、入市风险存在情况、入市实际收益为表层直接因素,中层间接因素有生态环境变化情况、是否参与表决、分配公平性以及程序透明性,家中是否有村干部为深层根源因素.应进一步完善土地产权制度,明晰入市到期后土地权属问题;健全监督管理机制,建立集体经营性建设用地入市单位的产业目录和准入标准制度;完善收益分配机制,制定集体土地入市指导性分配意见;将村集体负责人纳入政府基层领导队伍体系,提高程序透明性.

Reputation-based joint optimization of user satisfaction and resource utilization in a computing force network

Under the development of computing and network convergence,considering the computing and network resources of multiple providers as a whole in a computing force network(CFN)has gradually become a new trend.However,since each computing and network resource provider(CNRP)considers only its own interest and competes with other CNRPs,introducing multiple CNRPs will result in a lack of trust and difficulty in unified scheduling.In addition,concurrent users have different requirements,so there is an urgent need to study how to optimally match users and CNRPs on a many-to-many basis,to improve user satisfaction and ensure the utilization of limited resources.In this paper,we adopt a reputation model based on the beta distribution function to measure the credibility of CNRPs and propose a performance-based reputation update model.Then,we formalize the problem into a constrained multi-objective optimization problem and find feasible solutions using a modified fast and elitist non-dominated sorting genetic algorithm(NSGA-II).We conduct extensive simulations to evaluate the proposed algorithm.Simulation results demonstrate that the proposed model and the problem formulation are valid,and the NSGA-II is effective and can find the Pareto set of CFN,which increases user satisfaction and resource utilization.Moreover,a set of solutions provided by the Pareto set give us more choices of the many-to-many matching of users and CNRPs according to the actual situation.

基于C-CSI模型的满意度调研策略研究

近年来,由于通信行业市场竞争非常激烈,用户的满意度成为重要评价指标,和企业的发展息息相关。因此,运营商将竞争的重点转向了提升客户的满意度。文章针对上述问题,采用C-CSI模型研究品牌形象、感知服务质量、期望服务质量和感知服务费用这四个影响因素对顾客满意度和忠诚度的作用效果,从用户的感知角度,通过应用二阶结构模型进行变量概念简化,构建客户满意度的评测模型。利用二阶结构模型实现变量构念的优化,进而考查多种影响变量对客户的满意度的影响及客户的满意度与忠诚度之间的关系。实验结果表明,在众多因素中,对客户满意度影响最为显著的是客户的感知服务费用和客户的感知服务质量,顾客的满意度对顾客的忠诚度起着决定性的作用,此外,品牌形象的影响也很重要。

Investigation on the Benefits and Satisfaction Degree of the Electronic Official Document On-line Submission and Approval System-A Case Study of a Medical Center in Southern Taiwan

Purpose:The aim of the study was to investigate the actual benefits of the electronic official document online submission and approval system and the satisfaction of hospital staff in a medical center in southern Taiwan,and to find out whether there are any differences between medical institutions and general government personnel.Methods:A cross-sectional study was conducted to investigate satisfactory outcome with questionnaires.The subjects were administrators,healthcare professionals and medical personnel of a medical center in the southern part of Taiwan who had signed electronic documents online.A total of 395 questionnaires were sent out,147 of which were valid,and the rate of collecting data survey was 37%.We analyzed with SPSS version 20.Results:The official document approval system was mainly used by administrative units and contractors,accounting for more than 50%of users.Besides,the frequency of use was at least more than once a week.As for the user’s perception of operating system,most people thought that it is easier to choose the format of official document and to set up the duty agent on leave,but in the part of the signing and approval process setting or modifying,it was considered more difficult,accounting for 38.1%.In terms of perceptual usefulness,the average value was 3.81,which showed that the user agreed that the system has met the needs of daily official documents.When some users of service area encountered problems with their use,the clerical staff were able to provide services immediately and have the professional ability to resolve problems,in order to agree to the majority,accounting for 53.7%.In addition,nearly 60%of users rated the official document system positively,with an average of 3.84 satisfaction,which was higher than the certified value of 3,conforming to the standards for satisfaction with the use of official documents.In addition,the role authorization,perceptual easy-to-use and service area were significant(p<0.05).The perceptual usefulness of Subordinate units was also significant(p=0.016).The frequency of use,perceptual easy-to-use,perceptual usefulness,service area and satisfaction were significantly different(p<0.05).The correlation coefficient between perceptual usefulness and user satisfaction was 0.833,indicating that there was a high correlation.The daily usage frequency of contractors was higher than supervisors.However,supervisors had the highest frequency of use every quarter(p=0.135).There was no significant difference between contractors and supervisors in the frequency of use.Conclusion:It is suggested that education and training on the operation of the electronic official document on-line submission and approval system should be conducted,which can enhance the education and training of supervisors and medical personnel.Continually,invite supervisors and medical personnel to provide advices on the official document system as a reference for future improvements of the system.

Exploring the Retailer＇s Relational Satisfaction in a Non-western Context： Evidence From the Tunisian Post 2011 ＇s RevolutionSetting

The current research aims to find out whether the model of the retailer＇s relational satisfaction, developed in a western setting is relevant in a different economic and cultural field of investigation： the Tunisian post 2011 revolution＇s emerging context, and in a different industry： the retail industry. It explores the distinctive economic and cultural features that affect the retailer＇s relational satisfaction with its consumer goods manufacturers. The study employs a survey based on a face-to-face administered questionnaire. Two hundred and thirty four responses from a survey with Tunisian retailers as well as international retailers operating in Tunisia were obtained. All constructs are measured using five-point Likert type scales （1 = strongly disagree, 5 = strongly agree）. Analyses are conducted using exploratory factor analysis and reliability analysis. The results support the original model with however some differences derived from the Tunisian economic setting as a whole, the characteristics of the Tunisian consumer goods industry as well as the clan characteristic feature of the Tunisian collectivistic culture. Thus, the amount of discounts obtained, does no longer contribute to the retailer＇s economic satisfaction. Moreover, when it comes to social satisfaction, the respondents get uncomfortable, even to deal with a potential negative interaction with their suppliers. For retail companies involved in internationalization in the Maghreb Region, and especially in Tunisia, it seems that other competitive advantages than prices are to be developed, such as the development of private label or other services that create positive perceived value for the Tunisian customer. From a cultural standpoint, western managers have rather to go away from a formalized channel relationship management, while taking into account the importance of interpersonal influence. The study sheds light on the heterogeneity of the so-called Arab-Muslim world. This is highlighted in the management of channel relationship in Tunisia, that is influenced by： （1） The government＇s price regulation and control, especially in many food products; （2） The relative weak importance of discounts in gaining retailer＇s economic satisfaction; （3） The reshaping of the local retailing sector due to the arrival of international retail companies; （4） The clan feature of the Tunisian collectivistic culture that advocates putting priority on interpersonal influence in channel relationship＇s management.

Patient Satisfaction Index and Quality of Life Measurement with Breast-Q after Breast Reconstruction in a Plastic Surgery Center in Mexico

Introduction: Cancer is one of the most devastating pathologies to affect the breast. Mastectomy stigmas are associated with depression, body image dysmorphia, and decreasing quality of life. BREAST-Q is a PROM (Patient Reported Outcome Measures) that has proven useful in measuring satisfaction with breast reconstruction results from the patient’s point of view. Objectives: To measure the satisfaction index and improvement in quality of life after breast reconstruction for breast cancer sequelae in our hospital in the last 5 years. Materials and Methods: Descriptive Study that includes patients with Breast cancer diagnosis that underwent mastectomy and breast reconstruction (prosthesis or autologous tissue) in “Hospital Central Sur de Petroleos Mexicanos” (January 2015 to January 2020), whose satisfaction index was measured with BREAST-Q one year after reconstruction. Results: 153 patients were included in the analysis. Mean global satisfaction was 74 points. We observed a tendency towards higher psychosocial, sexual and appearance satisfaction in patients who underwent reconstruction with autologous tissue. The mean satisfaction with provided information was 64 points and with the medical team > 90 points. Conclusion: Breast reconstruction is associated to a high satisfaction index and quality of life improvement regardless of the technique. BREAST-Q proved to be useful in evaluating patient experience and it helped us identify areas of opportunity to improve our care.