ABSTRACT
Being a democratic country India has brought in various acts and reforms to uphold citizen centricity. Right to service act has been one of such initiatives. As on 2023, the state of Karnataka has been able to provide highest number of services under this act. This study explores and investigates citizen's perspective of service quality & service satisfaction attained by availing the public services. A questionnaire survey was formulated and study found that the ve factors 'Reliability' 'Assurance', 'Empathy', 'Valence', and 'Waiting Time' are determinants of the quality of citizen/government services. The outcome indicate that overall service quality has signicantly positive impact on service satisfaction. This research is of greater value to scholars who are interested in the area of governance, administration, and service delivery.
ABSTRACT
Background: Patient satisfaction has been defined as the degree of congruency between a patient’s expectations of ideal care and his/her perception of the real care he receives. It is a multidimensional aspect, represents a vital key marker for the quality of health care delivery and this is an internationally accepted factor which needs to be studied repeatedly for smooth functioning of the health care systems. It has been an important issue for health care managers. Patient satisfaction level is an important and useful indicator for measuring quality in healthcare. Aims and Objectives: This study was planned to assess patient satisfaction with services provided in the study area and to find out whether there is any association between the socio-demographic characters with the satisfaction level from the services provided. Materials and Methods: The study is an observational, descriptive study with cross-sectional study design. An exit interview of 162 adult patients, selected by convenience sampling attending various out-patient department of medical college, Kolkata was conducted over a period of 2 months; using a pre-designed pre-tested semi-structured data collection form. Statistical analyses were done using Chi-square tests, at P ? 0.05 level of significance. Results: The study highlighted that majority (60.5%) of the study participants belonged to 31–60 years age group. It was also noted that majority of the patients were satisfied with overall services available except for ventilation and toilet facilities. Lower educated participants were satisfied with overall behavior of the healthcare providers. Rural participants and those from lower socio-economic status were satisfied with overall availability of general basic facilities. Lower educated participants were less satisfied with overall satisfaction level at various service windows. Gainfully employed participants were satisfied compared to unemployed participants. There was a statistically significant association between the education status and occupation of the study subjects with overall satisfaction level at various service windows. It was found that lower educated participants were less satisfied with overall satisfaction level at various service windows, compared to higher educated participants (P < 0.05). Conclusion: The present study revealed that majority of the patients were satisfied with the overall services provided at medical college, Kolkata.
ABSTRACT
Resumo Este estudo examinou os efeitos da coprodução e das competências do prestador de serviços nos resultados da conciliação judicial no Tribunal de Justiça do Distrito Federal e Territórios (TJDFT), a partir da percepção de satisfação das partes litigantes e dos advogados usuários do serviço. A conciliação judicial é uma inovação do Poder Judiciário que visa a aumentar a eficiência e o valor gerado pelos serviços de Justiça e trata-se de um processo coproduzido, no qual os usuários participam da prestação dos serviços públicos. Para alcançar o objetivo proposto, utilizaram-se dados secundários provenientes da pesquisa de satisfação do usuário elaborada e aplicada pela equipe técnica do TJDFT e a amostra final, após o tratamento dos dados, consistiu em 1.735 partes litigantes e 764 advogados. Para análise dos dados, aplicaram-se as técnicas de análise fatorial exploratória e de regressão logística e os resultados sugerem que a coprodução é a variável com maior poder preditivo dos resultados do serviço, tanto para o cidadão como para a imagem do Poder Judiciário, na perspectiva das partes. Por fim, os resultados do serviço para o cidadão, se positivos, aumentam a probabilidade da imagem do Poder Judiciário também ser positiva, na percepção dos dois grupos investigados.
Resumen Este estudio examinó los efectos de la coproducción y las competencias del prestador de servicios en los resultados de la conciliación judicial en el Tribunal de Justicia del Distrito Federal y Territorios (TJDFT), a partir de la percepción de satisfacción de las partes litigantes y de los abogados usuarios del servicio. La conciliación judicial es una innovación cuyo propósito es aumentar la eficiencia y el valor generado por los servicios de justicia y se trata de un proceso coproducido, en que los usuarios tienen un papel esencial en la prestación de los servicios públicos. Para alcanzar el objetivo propuesto, se utilizaron datos secundarios provenientes de la encuesta de satisfacción del usuario, elaborada y aplicada por el equipo técnico del TJDFT y la muestra final, después del tratamiento de los datos, consistió en 1.735 partes litigantes y 764 abogados. Para el análisis de los datos, se aplicaron las técnicas de análisis factorial exploratorio y de regresión logística, y los resultados sugieren que la coproducción es la variable con mayor poder predictivo de los resultados del servicio, tanto para el ciudadano como para la imagen del Poder Judicial, desde la perspectiva de las partes. Por último, los resultados del servicio para el ciudadano, si fueran positivos, aumentan la probabilidad de que la imagen del Poder Judicial también sea positiva, según la percepción de los dos grupos investigados.
Abstract This study examined the effects of coproduction and the competencies of the service provider on the results of the Judicial Conciliation at the State Courthouse of Distrito Federal, based on the satisfaction of the litigants and lawyers who used the service. The Judicial Conciliation is an innovation to increase efficiency and results for the general public and is a coproduced process, in which the users play an essential role in the provision of public services. The study used secondary data obtained from a customer satisfaction survey designed by the TJDFT. The final research sample consisted of 1,735 litigants and 764 lawyers. For the data analysis, exploratory factor analysis and logistic regression were used, and the results of the regressions suggest that coproduction is the variable that best explains the results of the service for the customers as well as for the reputation of the Judiciary, from the perception of the litigants. Finally, the perception that the service was beneficial to citizens increases the likelihood of the customer to develop a positive image of the Judiciary, according to the results obtained both in the litigants' and lawyers' samples.
Subject(s)
Personal Satisfaction , Creativity , Judiciary , LawyersABSTRACT
Objective:To understand the satisfaction of villagers on the service of village clinics,in order to improve the service ability of village clinics.Methods:Choosing M County of Beijing as the research site,we chose five towns and chose 10 villages in each town as the studysites.In the extraction 50 villages,about 5 villagers from each village were selected to conducts questionnaire survey.Results:Of the villagers surveyed,the average age was (55.99 ± 11.71)years old.A total of 75.0％ of the villagers chose to seek medical care in village clinics when they had common diseases.The order of the number of people that villagers were satisfied with the village clinicsin all aspects from high to low was drug quality,basic medical care,public health,the type and quantity of drugs,medical equipment.Conclusion:It should give priority to the introduction of the village talent and weave tertiary health care network bottom tightly;pay attention to hardware equipment at basic level and tamp the service status of village clinics;give consideration to both the benefit and public welfare and improve health service ability.
ABSTRACT
BACKGROUND: Blood supply circumstances in Korea have changed in recent decades because of blood supplier diversification and restructuring of hospital blood donation centers. The purpose of this study is to understand the current status of hospital blood donation centers and their satisfaction levels with the Korean Red Cross Blood Center (KRCBC) and compare with the previous results for sustainable development of the blood supply system. METHODS: During one month in November 2014, we conducted a questionnaire survey through e-mail in 64 hospital blood donation centers which are approved by government. The response rate was 97% (62/64 hospitals). Responses from 62 hospitals were analyzed. RESULTS: The number of hospital blood donation centers were reduced by half from 129 in 2004 to 64 in 2014. There was no blood donation center in hospitals less than 400 beds, except 2 hospitals; 23 hospital (37.1%) blood banks collected no blood components. More than 80% of hospitals were satisfied with the KRCBC service such as donor record lookup and nucleic acid amplification Test (NAT) results lookup. Hospitals with more than 1,000 beds replied that they would not take account of transferring the collection services to KRCBC because of the directed and autologous donation and unexpected emergency blood transfusion. CONCLUSION: The government should be the subject of national blood policy and establish a committee or agency for its comprehensive and consistent execution through close cooperation with the KRCBC and hospitals.
Subject(s)
Humans , Blood Banks , Blood Donors , Blood Transfusion , Natural Resources , Electronic Mail , Emergencies , Korea , Nucleic Acid Amplification Techniques , Red Cross , Tissue DonorsABSTRACT
Background: Poverty is a multi-faced wretched state of deprivation of basic need and facilities. There are different levels to its adverse influence on the individual, family and the community. Thus a Rashtriya Swasthaya Bima Yojana (RSBY) was launched to help these poverty stricken individuals. This study explores into the utilization of Rashtriya Swasthaya Bima Yojana card and their satisfaction. Aims & Objective: Our study explore the awareness level of RSBY beneficiaries with the aims and objective, (1) To analyze the socio-demographic profile and services utilized by beneficiaries; (2) To identify the problems experienced by the beneficiaries and measure the satisfaction level; and (3) Out of pocket expenditure of beneficiaries. Material and Methods: 198 patients were registered between the periods of 01/11/2012 to 28/02/2013 due to some reason 180 beneficiaries were telephonically interviewed about their experience by a pre-tested and pre-designed Performa. The data was collected and analyzed in epi info 7. Results: Male: Female ratio of beneficiaries is 1.4:1. Mean age of beneficiary was around 36 years. 80% beneficiaries were fully satisfied with the services. All the beneficiaries reported that they got the card easily without any hassle. They were not aware about all the benefits of RSBY so they had to spend out of pocket money for some services. Conclusion: RSBY beneficiaries were mostly satisfied with the services provided but there was a major lag in their knowledge regarding the benefits provided under RSBY. They were unaware regarding all benefits under RSBY which they can avail from the scheme. Thus IEC activities should be enhanced to increase the awareness among the RSBY card holders so that they can use better service for themselves and their families.
ABSTRACT
The purpose of this study was to provide fundamental data for health promotion and improvement of the dietary life in students who receive school lunch support (SLS) by comparative analysis of food service satisfaction, dietary habits, and nutrition intakes according to SLS. The subjects of this study consisted of 258 boys and 233 girls at a middle school in Incheon. The students' average age was 14.9 years, average height was 161.3 cm, and average weight was 52.0 kg. The breakfast eating frequency of the No-SLS (NSLS) group was significantly greater than that of the SLS group (P<0.05). The time spent for eating breakfast in the SLS group was significantly shorter than that of the NSLS group for boys. There was no significant difference in dietary attitudes according to SLS. For satisfaction of the quantity and diversity of the school lunch menu in girls, the SLS group had higher satisfaction than the NSLS group. The daily energy intake of the SLS group was significantly lower than that of the NSLS group in both boys and girls. The majority of daily nutrients intakes in the SLS group were also significantly lower than those in the NSLS group. In summary, the female students in the SLS group were more satisfied with school lunch service than general students. However, SLS students less frequently ate breakfast and showed lower energy and nutrient intakes. Therefore, in order to improve the nutritional status and dietary life of students who receive school lunch support, consistent nutrition management and support in schools are required.
Subject(s)
Adolescent , Female , Humans , Breakfast , Eating , Energy Intake , Feeding Behavior , Food Services , Health Promotion , Lunch , Meals , Nutritional StatusABSTRACT
The "Assessment system for spiritual civilization development of service industries in Shanghai" is called into play to guide the survey of patients' satisfaction for service centers in hospital's outpatient clinics. Survey feedback recovered is analyzed with the key driving factors analysis model and the four-quadrant analysis. This practice identified the most critical areas to improve the satisfaction for such centers, providing theoretical references for constant quality improvement in hospitals, new insights for hospital branding, and guidelines for further health reforms.
ABSTRACT
@#Objective To evaluate the effectiveness of outreach service.Methods Questionnaires on the satisfaction of the disabled to outreach service were performed in Changning Street of Shanghai.Results Most of the disabled were satisfied with such form of community-based rehabilitation; however, they also reflected that the services were too simple and at low-level.Conclusion Following works should be done that include making scientific researches on community-based rehabilitation technic, training professional staff, and propagandizing knowledge on community-based rehabilitation.
ABSTRACT
This study was performed to improve the hospital food service in quality and customer satisfaction by using 6-sigma strategy which was processed by DMAIC methods. The research procedure was as follows; analyzing the main causes of customer dissatisfaction of food service by using numerical method, and then finding out the standardized problem solving methods, and finally reforming food service process. The effectiveness of 6-sigma activity was measured by 'food service quality index', 'customer satisfaction index' and 'total food service satisfaction index'. Food service quality index was calculated by adding grade of soup temperature, food service, delivery time, and setting accuracy. Statistical data analyses were completed by using the Minitab Ver. 14. By performing 6 sigma activity, food service quality index was increased from 67 to 79 points (p<0.05) and customer satisfaction index also rise from 73 to 79points (p<0.05). Satisfaction of meals' taste, diverse menu, food setting accuracy, remove of food service, overall food service were significantly improved(p<0.05). The results of capability analysis in food service quality index, customer satisfaction index, and total food service satisfaction index were improved 2.11sigma to 2.49sigma , 1.88sigma to 2.43sigma, and 2.04sigma to 2.47sigma respectively (p<0.05). Therefore this study showed that subjective food service improving process could be measured by objective numerical value which might be used for financial value in hospital management.
Subject(s)
Data Interpretation, Statistical , Food Service, Hospital , Food Services , Problem SolvingABSTRACT
OBJECTIVES: To develop and test the validity and reliability of a brief self-completed questionnaire (Service Satisfaction Scale: SSS) for routinely assessing the quality of service in psychiatric ward inpatients. METHODS: A 30-item multidimensional questionnaire was developed by several steps of face validity and content validity. The questionnaire was administered to inpatients (n=348) discharged from psychiatric hospitals, general hospitals, and university hospitals. Construct validity was supported by performing principal component analysis. Reliability was estimated by calculating internal consistency of Cronbach's alpha. RESULTS: Factor analysis yielded five factors comprising staff attitude, treatment quality, ward environment, access/cost, and ward rule, which account for 63.04% of the common variance. The internal consistency of the scale was high (Cronbach's alpha=0.95). The concurrent validity was supported by the significant correlation of each of five factors with item that measured overall satisfaction of SSS. Patients with neurosis (anxiety disorder, somatoform disorder, obsessive compulsive disorder) and mood disorders were significantly satisfied than those with psychosis and alcoholic disorders. Patients who admitted voluntarily were more significantly satisfied than those who admitted involuntarily. Sociodemographic variables such as age, gender, marital status, monthly income, education level, employment status and religion were not significantly different at the total scores of SSS. Similarly, clinical characteristics such as age of onset, duration of illness, lengths of hospital stay and number of previous hospitalization did not associate significantly with the total scores of SSS. Patients discharged from university hospitals were significantly more satisfied than those of the general and psychiatric hospitals. CONCLUSION: SSS performed well in the validity and reliability, indicating that it can be a useful tool for measuring satisfaction of psychiatric inpatients in Korea.