A comparative study of interagency communications and information exchange in disaster response among selected countries

Abstract

BACKGROUND: Effective communications and secure information exchange platforms during disasters and emergencies are among the significant factors in inclusive disaster management and can radically contribute to better preparedness, efficient and timely responsiveness, and, finally, maximal reduction of damages and fatalities. The present study was to compare communications and information exchange among disaster response organizations in selected countries. MATERIALS AND METHOD: This applied research, carried out in 2022, was a qualitative descriptive-comparative study pursuing a content analysis approach. Australia, Turkey, India, America, Japan, and Iran constituted the statistical population of the study. The sampling was based on the countries’ disaster histories and response experiences. The note-taking tool was used to extract and collect data during the review of texts, documents, and articles, and the qualitative content analysis method was employed for data analysis. RESULTS: The outcomes of the descriptive-comparative analysis fell into four main comparative axes of the selected countries, including comparing reference, authority, and coordinator organizations in the response phase, comparing planning records and histories in disaster and emergency management comparing the contribution or non-contribution of government, military institutions, and non-governmental organizations to disaster and emergency management, the commonalities of the selected countries’ disaster and emergency management and dependence on government. CONCLUSION: The results revealed that all selected countries depended on the government in managing disasters and emergencies, and the four communication platforms, i.e., landline telephone, mobile phone, radio communications systems, and couriers, were the common communication and information acquisition sources.

The Effect of Total Quality Management, Perceived Service Quality and Expectation on Customer Satisfaction

“…Expectations are frequently used as a standard of service against which customer satisfaction [24]. Customer expectations and perceived quality were measured with respect to various dimensions of service quality, including tangibility, reliability, responsiveness, assurance, and empathy [25]. Therefore, expectations are closely related to PSQ [26].…”

“…Customer expectations and PSQ are predictive factors of satisfaction [6] and loyalty [17]. This proves that expectations are related to perceived quality with respect to various parts of services [25]. A gap exists between expectations and PSQ with respect to service quality [7].…”