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.

Level of Acceptance of Industrialized Construction in Brazil by Assessing the Degree of Satisfaction of User

This paper compares the satisfaction of users of residential buildings produced by two construction processes considered as industrialized:“prefabricated masonry panels”and“reinforced concrete walls molded on site”and compared with“conventional process”(structural masonry of concrete blocks).The premise of the study was to diagnose the level of acceptance of the buildings considered industrialized by the Brazilian population,aiming to assess whether the preference for the systems considered“conventional”and the rejection of the“industrialized”is decreasing in Brazil.This article concerns the results obtained in the second phase of the research,which was carried out after five years of the first phase.So,if the buildings were considered new in the first phase,this second research was carried out after the depreciation due to the action of time.To quantify the“degree of satisfaction”the same checklist of the first survey was applied,in the same neighborhood and the sum attributed to each answer made by residents was applied and,as a result,it was possible to ascertain the oscillations in it and to confirm the satisfactory acceptance of industrialized construction systems and a tendency to reduce rejection by the population in relation to the innovative construction systems.

Analysis on the Satisfaction Degree of Agricultural Water Demand in Semiarid Area of Western Liaoning

[Objective] The satisfaction degree of agricultural water demand was analyzed to provide climate basis for the agricultural structure adjustment and good harvest.[Method] By using integral humidity index and climatic tendency rate,the satisfaction degree of water demand of crops and its trend variation were studied.[Result] The precipitation in the growing season of crops showed decrease trend in western Liaoning,and the climatic tendency rate was-8.660--18.560 mm/10 a,with the precipitation decrease of 43-93 mm in recent 50 years.The satisfaction degree of agricultural water demand was up to 72%-88% in average,and over 80% satisfaction degree accounted for 30%-60%,while water shortage probability reached 68%-90%.The satisfaction degree of Chaoyang,Lingyuan and Beipiao was the lowest,while that of Jianchang and Jiangping was relative higher.The satisfaction degree of gross agriculture water demand went down with the time,and climate tendency rate was up to-2.490%--3.863%/10 a,with the decrease of 12%-19% in recent 50 years.[Conclusion] With the reduction of precipitation,the satisfaction degree of water demand of crops went down,and the climate in western Liaoning became more and more dry.

Investigation on Tourists' Satisfaction Degree in Xionger Mountain of Shandong Province

Through the field investigation in Xionger Mountain,it was found that the scenic area is rich in tourism resources.However,the development of tourism is lagging behind.By the method of random sampling,a survey for visitors was conducted.A total of 100 questionnaires were issued,100 of which were valid.With the help of TSI evaluating model,tourists' satisfaction degree was calculated accurately.The results showed that ratio of tourism performance to price in Xionger Mountain wasn't high,of which tourists generally expressed dissatisfaction;that the overall environment was quite good,of which tourists showed higher satisfaction degree;that some tourists' expectations to this scenic area were not high;that revisit willing was comparatively high;that there was a certain gap compared with other scenic spot.Tourists' satisfaction degree on Xionger Mountain is 55.89% through calculating TSI index.Finally,aiming at the existent problems,some countermeasures for improving the tourists' satisfaction degree on Xionger Mountain were put forward from the aspects of tour value,environmental perception,marketing philosophy and modes.

Construction of Tourist Satisfaction Degree Evaluation Model in Western Tourist Area by Performance Prism and Fuzzy Comprehensive Evaluation Method——with Lijiang in Yunnan Province as the Study Case

Starting from the utilization and protection of local knowledge, with the performance prism as the framework, the evaluation index system of tourist satisfaction degree was established. The weight was determined by using AHP method. Finally, the investigating result was judged with fuzzy comprehensive evaluation method, the evaluation model of tourist satisfaction degree in western tourist area was built, and the case study was carried out. With Lijiang in Yunnan Province as example, according to AHP method, five dimensions weight of the performance prism, various KPI weight and consistency were obtained, fuzzy evaluation on tourist satisfaction degree was conducted. The results showed that the overall was satisfactory, but there were still some problems. Aiming at the utilization and protection of local knowledge, some corresponding countermeasures were put forward which will benefit for further development of tourism in Lijiang of Yunnan Province.

Analysis on Tourist Satisfaction Degree and Its Measuring Indexes in Tourist Area——A Case Study of Zhenyuan Ancient City of Guizhou Province

By using principal component analysis,this paper had modified and put forward a theoretical model of evaluation on tourist satisfaction degree with tourist perception quality and tourist satisfaction degree as structure variables and with thirty indexes like image of tourist area,tourists' expectation,infrastructure in tourist area,landscape features and ticket price as observed variables,based on random questionnaire survey of tourists of Zhenyuan ancient city in Guizhou Province and the existing evaluation models of tourist satisfaction degree at home and abroad.The survey result showed that tourist satisfaction degree was not high,that tourists were dissatisfied with observing facilities,transportation,accommodation and landscape features,and that the attraction power of tourist area was weak.The comprehensive tourist satisfaction degree of Zhenyuan ancient city was 77.653.Therefore,the government should enhance reconstruction of infrastructure and construction of landscape features,and improve tourist service quality level,so as to realize sustainable development of tourist economy in Zhenyuan ancient city.

Evaluation of Tourist's Satisfaction Degree of Dongda Hot Spring Resort Area in Xi'an City

Tourist's satisfaction degree is one of the important indexes to evaluate the service quality of scenic spot.Taking Xi'an Dongda Hot Spring Resort Area for an example,with the expectation difference theory and customers' satisfaction evaluation model as the theoretical basis of the research,the overall satisfaction degree of tourists to hot spring resort area,and the actual sensation accomplishments and the expectation difference of each service index were analyzed by using regression analysis and paired sample t test method.The results showed:① The overall satisfaction degree of tourists to the resort area was higher.There were remarkable correlation among three variables:the sensation value,the overall satisfaction degree,and the tourist's loyalty degree;② Generally,the sensation actual accomplishments of 15 service appraisal factors were higher than the expectation value.According to the characteristics,these 15 service appraisal factors were divided into 5 groups.Some unsatisfactory aspects were found out,and the corrective measures were put forward.

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.

Evaluation System for Farmers' Satisfaction Degree in the Green Energy Saving Rebuilding of Rural Residence

In view of the present situation of measuring a green residence just by energy saving and environmental protection,we propose that we should build the rural residence more from the farmer's view and set up an evaluation system based on farmers satisfaction.A total of 16 factors affecting the farmers' satisfaction degree of green energy saving rebuilding of rural residence are selected.Questionnaire survey on 110 peasant households is carried out under different situations in Guanzhong region in Shaanxi Province,so as to obtain the importance score of evaluation index.During constructing the evaluation system for farmers' satisfaction degree,Factor Analysis Method is used to classify the related influencing factors.Subjective analysis of Analytic Hierarchy Process and the objective analysis of Factor Analysis Method are combined together to determine the weights of factors at different grades.Then,the final evaluation model is obtained,which provides guidance for the further green energy saving rebuilding of rural residence in China.

Optimal satisfaction degree in energy harvesting cognitive radio networks

A cognitive radio（CR） network with energy harvesting（EH） is considered to improve both spectrum efficiency and energy efficiency. A hidden Markov model（HMM） is used to characterize the imperfect spectrum sensing process. In order to maximize the whole satisfaction degree（WSD） of the cognitive radio network, a tradeoff between the average throughput of the secondary user（SU） and the interference to the primary user（PU） is analyzed. We formulate the satisfaction degree optimization problem as a mixed integer nonlinear programming（MINLP） problem. The satisfaction degree optimization problem is solved by using differential evolution（DE） algorithm. The proposed optimization problem allows the network to adaptively achieve the optimal solution based on its required quality of service（Qos）. Numerical results are given to verify our analysis.

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.

A Support Vector Machine-based Evaluation Model of Customer Satisfaction Degree in Logistics

This paper presents a novel evaluation model of the customer satisfaction degree （CSD） in logistics based on support vector machine （SVM）. Firstly, the relation between the suppliers and the customers is analyzed. Seondly, the evaluation index system and fuzzy quantitative methods are provided. Thirdly, the CSD evaluation system including eight indexes and three ranks based on one-against-one mode of SVM is built, last simulation experint is presented to illustrate the theoretical results.

Use Characteristics and Satisfaction Degree of Jinjiang 198 Greenway in Chengdu under the Background of Park City Construction

Greenway construction is one of the important measures for Chengdu to build a “beautiful and livable park city”, and is also a framework system for building a park city. According to the construction demand of the park city, a Tianfu greenway system with the theme of “one axis, two mountains, three rings and seven belts” will be formed throughout Chengdu. Jinjiang 198 Greenway is the first large-scale greenway in the main urban area of Chengdu. In view of the use of Jinjiang 198 Greenway in Chengdu, its use characteristics and user satisfaction degree are studied. The general situation of people's use of greenway is obtained from the characteristics of users themselves and its use conditions. According to the statistics of user satisfaction degree through field survey and questionnaire survey, it is known that the overall satisfaction degree of users on the greenway is good. Through factor analysis, the main factors affecting user satisfaction degree are obtained, which are in turn supporting facilities, service facilities, activity sites,green environment and accessibility. Finally, based on the above analysis and summary, suggestions and opinions are put forward for the future construction and development of Tianfu greenway system.

Application of Plan-Do-Check-Action cycle and fishbone diagram analysis in optimizing surgical procedures to improve satisfaction degree of doctor-nurse-patient

Background:To study the application of management tools such as Plan-Do-Check-Action(PDCA)cycle and fishbone diagram in optimizing surgical procedures to improve the satisfaction of doctor-nurse-patient.Methods:The fundus surgery nursing team of our hospital began to implement the PDCA cycle management mode to optimize the surgical procedure from July 2017,set up a project activity improvement team,unified the surgical labeling processing plan,and made the fundus surgery procedure,and established the preoperative health education for surgical patients,and standardized the training content of post-rotating doctors and interns.Results:The satisfaction degree to surgical procedure after implementation of doctors and nurses was higher than that before implementation.Conclusions:Using PDCA cycle and fishbone diagram analysis tools to manage the surgical procedure optimization can better integrate doctor-nurse medical care,improve the efficiency and accuracy of the surgical procedure delivery and operation,and optimize the satisfaction of the three parties of doctor-nurse-patient.

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.

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).