Determining the impact of service quality on citizens' satisfaction and the role of citizens' demographics. The case of the Greek citizen's service centers

Psomas, Evangelos; Bouranta, Nancy; Koemtzi, Maria; Keramida, Efthalia

doi:10.1108/tqm-12-2019-0274

Cited by 12 publications

(17 citation statements)

References 50 publications

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“…Hal ini sesuai dengan Agustinawati, (2016) bahwa kualitas pelayanan yang baik menciptakan kepuasan. Hal ini juga didukung oleh hasil riset Psomas (2020);Fida et al, (2020) ;Mosimenagape, (2020); Alfionita dan Gunawan, (2020); dan Yusuf (2017) menunjukkan bahwa kualitas pelayanan berpengaruh positif dan signifikan terhadap kepuasan masyarakat. Namun, berbeda dengan Engdaw (2019) menemukan bahwa meskipun kualitas layanan berpengaruh signifikan terhadap kepuasan masyarakat, akan tetapi kualitas layanan yang diproksikan variabel empati berpengaruh negatif dan signifikan.…”

Section: Latar Belakangunclassified

Peran Kualitas Layanan dalam Meningkatkan Kepuasan Masyarakat

et al. 2022

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Penelitian ini bertujuan untuk mengkaji peran kualitas layanan dalam meningkatkan kepuasan masyarakat pada Kantor Dinas Catatan Sipil Kota Kendari. Penelitian ini dilakukan pada masyarakat Kota Kendari yang menggunakan layanan masyarakat pada Kantor Catatan Sipil Kota Kendari sebanyak 75 orang. Penelitian ini dilakukan dengan metode survey dan pengumpulan data melalui kuesioner yang telah lolos uji validitas dan reliabilitasnya. Analisa data menggunakan regresi linear berganda. Peneliti menemukan bahwa secara simultan kualitas layanan yang diproksikan oleh dimensi bukti fisik (X1) empati (X2), kehandalan (X3), daya tanggap (X4) dan jaminan (X5) secara secara simultan berpengaruh signifikan terhadap kepuasan masyarakat. Sedangkan uji parsial ditemukan variabel empati (X2), kehandalan (X3), daya tanggap (X4) dan jaminan (X5) memiliki prngaruh positif dan signifikan terhadap kepuasan masyarakat, namun kualiatas layanan pada dimensi bukti fisik (X1) memiliki pengaruh positif tetapi tidak signifikan.

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Section: Latar Belakangunclassified

Peran Kualitas Layanan dalam Meningkatkan Kepuasan Masyarakat

et al. 2022

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“…In particular, well-being can be measured by the global QOL satisfaction of citizens (Lepage, 2009) at the community level (e.g. Psomas et al, 2020;Sirgy et al, 2000Sirgy et al, , 2008Sirgy et al, , 2010Wagner, 1995;Widgery, 1982Widgery, , 1992.…”

Section: Subjective Qol Of Ecosystem Within the Smart City Frameworkmentioning

confidence: 99%

Entrepreneurial ecosystem and well-being in European smart cities: a comparative perspective

Penco

Ivaldi

Ciacci

2021

TQM

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PurposeThis study investigates the relationship between the strength of innovative entrepreneurial ecosystems and subjective well-being in 43 European smart cities. Subjective well-being is operationalized by a Quality of Life (QOL) survey that references the level of multidimensional satisfaction or happiness expressed by residents at the city level. The entrepreneurial ecosystem concept depicted here highlights actor interdependence that creates new value in a specific community by undertaking innovative entrepreneurial activities. The research uses objective and subjective variables to analyze the relationships between the entrepreneurial ecosystem and subjective well-being.Design/methodology/approachThe authors conducted a cluster analysis with a nonaggregative quantitative approach based on the theory of the partially ordered set (poset); the objective was to find significant smart city level relationships between the entrepreneurial ecosystem and subjective well-being.FindingsThe strength of the entrepreneurial ecosystem is positively related to subjective well-being only in large cities. This result confirms a strong interdependency between the creation of innovative entrepreneurial activities and subjective well-being in large cities. The smart cities QOL dimensions showing higher correlations with the entrepreneurial ecosystem include urban welfare, economic well-being and environmental quality, such as information and communications technology (ICT) and mobility.Practical implicationsDespite the main implications being properly referred to large cities, the governments of smart cities should encourage and promote programs to improve citizens' subjective well-being and to create a conducive entrepreneurship environment.Originality/valueThis study is one of the few contributions focused on the relationship between the entrepreneurial smart city ecosystem and subjective well-being in the urban environment.

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“…Public service satisfaction with particular services has been widely studied, but demographic analysis to better understand individual responses to specific hajj-related service dimensions seems still lacking. Previous studies reveal that customers' demographic profile remains as one of the most responsible factors for the variation of perceived service quality and satisfaction (Psomas et al, 2020;Rouf et al, 2018). It is very important to consider that the demographic profile of citizens who perform hajj may also change from time to time.…”

Section: Literature Reviewmentioning

confidence: 99%

Public Service Satisfaction on Hajj-Related Services in Indonesia: Demographic Analysis

Fathurrahman

Abidin

Utami³

2021

JAM

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Measurement of public service satisfaction with government services serves as a valuable reflecting point for public officials to improve the public service quality. Pilgrimage to Mecca and Medina in Saudi Arabia is considered as a national duty and government responsibility in countries with a significant number of Muslim citizens. This article analyzes primary data from the 2019 national public service satisfaction survey on hajj-related services within Indonesian territory collected by the Ministry of Religious Affairs to examine variation across demographic backgrounds. 1,491 respondents participated in the survey representing individual appraisals toward various services during departure and returning phases. The main focus of investigation are the six selected service dimensions, namely, 1) Individual capability, 2) Ease of access to information, 3) Service procedures, 4) Speed of service, 5) Facilities and infrastructure, and 6) Cost-related perception. The results of regression analysis support diverse roles of demographic variables in explaining variance in public service satisfaction feedback. The empirical findings suggest that people with a higher-level education are more likely to experience less satisfaction. Meanwhile, females are likely to perceive higher satisfaction with the provided services than the males.

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Determining the impact of service quality on citizens' satisfaction and the role of citizens' demographics. The case of the Greek citizen's service centers

Cited by 12 publications

References 50 publications

Peran Kualitas Layanan dalam Meningkatkan Kepuasan Masyarakat

Peran Kualitas Layanan dalam Meningkatkan Kepuasan Masyarakat

Entrepreneurial ecosystem and well-being in European smart cities: a comparative perspective

Public Service Satisfaction on Hajj-Related Services in Indonesia: Demographic Analysis

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