Citizen Satisfaction and Administrative Performance Measures

Kelly, Janet M.

doi:10.1177/1078087403038006005

Cited by 89 publications

(64 citation statements)

References 18 publications

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“…Ordinary Least Squares Regression (OLS) has been a popular technique in numerous police satisfaction studies employed by, among others [13,15,18,28,37] . It is unlikely, however, that in any data set where the dependent variable can take on only one of a few values (four in the present study) that the requirements of OLS are fulfilled, making significance testing using OLS problematic.…”

Section: Methodsmentioning

confidence: 99%

The Importance of Police Performance as a Determinant of Satisfaction with Police

Larsen¹

2009

American Journal of Economics and Business Administration

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Problem statement: Citizen satisfaction with police performance is an important concern of public managers because police performance is central to citizens and accounts for a large share of urban budgets. Also, there is substantial disagreement in the literature regarding determents of citizen satisfaction. Approach: Logistic regression was used to investigate the results of three public opinion surveys, conducted biannually, to identify determinants of citizen satisfaction with police. Results: The explanatory power of the models was indicated by concordance of over .80. The findings indicated that satisfaction was largely determined by citizen perception of police behaviors. Four variables reflecting perceptions of police performance were particularly important: Response time to a crime in progress, visibility on the street, the quality of the relationship between the police and community and police efforts to reduce crime, indicating a chi square significance of <0.001. Almost all demographic and other individual factors, as well as subjective measures of crime severity in the respondent's neighborhood were insignificant or less important. Conclusion/Recommendations: The findings suggested that public officials could improve citizen satisfaction by focusing on specific aspects of police behavior. Training programs should be oriented accordingly. Further research regarding how citizens interpret certain words, gestures, postures, or other behaviors by police promises to enhance satisfaction.

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Section: Methodsmentioning

confidence: 99%

The Importance of Police Performance as a Determinant of Satisfaction with Police

Larsen¹

2009

American Journal of Economics and Business Administration

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“…Motivated by a practical concern with validating performance measurements rather than a theoretical concern with democratic governance, these scholars compare survey-based evaluations of service quality to administrative performance measures. Although the general thrust of this research indicates that subjective evaluations of services are not strongly related to administrative measures (Kelly, 2003;Parks, 1984;Stipak, 1979), consensus remains elusive (e.g., Van Ryzin et al, 2008). The divergent results stem from the piecemeal character of the data collection strategies that have been employed.…”

mentioning

confidence: 99%

“…Comparable performance metrics across jurisdictions are rare, so much of this work relies on case studies of select locations within which there may be little variation in service quality. Efforts to build standardized survey-based and administrative performance measures across jurisdictions, such as work undertaken by the International City/County Management Association (ICMA), have to date yielded only a small number of voluntary participants (Kelly, 2003;Kelly and Swindell, 2002), posing sample size and selection bias problems.…”

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confidence: 99%

Citizen Perceptions of Government Service Quality: Evidence from Public Schools

Chingos

Henderson

West

2012

QJPS

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“…Administrative performance relates to program and service quality [8]. Given the role of hospitals in providing services to patients, clinical performance is more important than administrative performance.…”

Section: Introductionmentioning

confidence: 99%

“…Non-financial performance in the public hospital is divided into administrative [6]- [8] and clinical performance [9]- [10]. Administrative performance is concerned with the continuous assessment of patient satisfaction with health services in the public hospital, while clinical performance measures outcomes of clinical processes by reviewing medical records as evidence of actual medical practice.…”

Section: Introductionmentioning

confidence: 99%

Information System Challenge on Performance Measurement Data in Indonesian Public Hospitals

Sari¹

2017

Proceedings of the 1st Public Health International Conference (PHICo 2016)

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Abstract-According to Ministry of Internal Affairs Regulation [1], there are two sets of performance measurements data which apply to public hospitals as Local General Services Bodies (Badan Layanan Umum Daerah/BLUD): financial data and nonfinancial data on performance measurements. As public hospitals, public hospitals are owned by different levels of government that provide different levels of funding for the services offered by each hospital. There are differences in the scope of services due to the class of each hospital and each hospital's strategic management. However, each public hospital has the ability and creativity to maintain quality in services and activities based on their own strategic management and governance as a Local General Services Body. The aim of this study is to understand the cycle of data collecting and reporting processes on performance measurement data in public hospitals. A qualitative approach and a multiple case study design are used to enable the exploration of the data gathering practices and processes on performance measurement data of the four public hospitals.Results show the four public hospitals use financial data (such as revenue growth, cost trends and financial statements), and non-financial data (such as administrative and clinical performance), to measure their performance. The four public hospitals in this study face similar difficulties in the collecting of financial data, such as in relation to the preparation of financial statements. On the other hand, each of the four public hospitals has well-developed abilities to processes non-financial data, such as coverage of health services, epidemic infectious diseases and the maternal mortality rate, in decision-making processes.

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Citizen Satisfaction and Administrative Performance Measures

Cited by 89 publications

References 18 publications

The Importance of Police Performance as a Determinant of Satisfaction with Police

The Importance of Police Performance as a Determinant of Satisfaction with Police

Citizen Perceptions of Government Service Quality: Evidence from Public Schools

Information System Challenge on Performance Measurement Data in Indonesian Public Hospitals

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