Increasing citizen satisfaction with municipal services: the function of intangible factors

Gendel-Guterman, Hanna; Billig, Michael

doi:10.1007/s12208-020-00267-y

Cited by 13 publications

(9 citation statements)

References 40 publications

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“…Selain itu untuk melakukan pengukuran terhadap kualitas jasa ISP menurut [10] terdapat dimensi tersendiri. Terdapat juga pada penelitian Ryzin 2004 dalam [11] menggunakan ECT untuk mengukur tingkat kepuasan hingga mencapai pembelian ulang. Teori ECT ini sebagai teori yang dapat menentukan konfirmasi ketika pelanggan merasakan layanan jasa tersebut.…”

Section: Pada Pembelajaran Daring Mahasiswa Memanfaatkanunclassified

Pengaruh Kualitas Layanan ISP-S Pada Kepuasan Mahasiswa Terhadap Perkuliahan Daring Masa Pandemi COVID 19 – Mix Method SERVPERF dan ICT

2022

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Internet menjadi hal yang diminati masyarakat dengan fakta kenaikan pengguna pada tahun 2020 sekitar 73,7%. Menurut APJII salah satu penyebab peningkatan pengguna internet karena kebutuhan yang menyebabkan segala proses tatap muka diubah menjadi tatap maya dampak pandemi COVID 19. Hal itu berdampak terhadap segala bidang tidak terkecuali dunia pendidikan. Namun fakta lain yang terjadi menjelaskan peningkatan pengguna internet juga beriringan dengan tingginya keluhan masyarakat yang memakai internet provider seluler. Salah satu faktor yang perlu dikaji yaitu kualitas pelayanan terhadap kepuasan pelanggan. Tujuan penelitian ini untuk membuktikan adanya kualitas layanan berpengaruh terhadap kepuasan pelanggan pada saat pelanggan (mahasiswa) melaksanakan pembelajaran daring. Penelitian ini menggunakan gabungan teori Service Performance (SERVPERF) dan Expevtation Confirmation Theory (ECT) dengan memakai variabel network quality dan competitive advantage untuk SERVPERF dan satisfaction untuk ECT. Metode yang dipakai pada penelitian ini adalah dengan metode kuantitatif, pengambilan data menggunakan teknik purposive sampling menggunakan sampel berdasarkan tabel Ishac dan Michael dengan melakukan penyebaran kuisioner. Proses analisa data menggunakan aplikasi pendukung SmartPLS dan memiliki jumlah responden sebanyak 348 yang terdiri dari berbagai mahasiswa Universitas di Jawa Timur. Hasil dari penelitian ini menunjukan bahwasannya adanya pengaruh antar variabel dari kualitas layanan yaitu network quality dan copetitiive advantage bernilai positif dengan bukti nilai path 0 sebesar 0,153 untuk variabel network quality dan untuk 0,136 pada variabel competitive advantage dan signifikan dibuktikan dengan nilai T statistic 1.67 dan P Values 0,05

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Section: Pada Pembelajaran Daring Mahasiswa Memanfaatkanunclassified

Pengaruh Kualitas Layanan ISP-S Pada Kepuasan Mahasiswa Terhadap Perkuliahan Daring Masa Pandemi COVID 19 – Mix Method SERVPERF dan ICT

2022

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“…Well‐being is an important issue for urban planners and decision‐makers to bear in mind, and it may be increased by deploying better services and an adapted environment (Michalos, 2004; Yun, Lee & Lee, 2022; Zumbo, 2003). It is a valuable intangible asset in environmental settings (Gendel‐Guterman & Billig, 2021). As part of the urban environment, public toilets can affect people's well‐being as providers or subtractors.…”

Section: Introductionmentioning

confidence: 99%

A silent burden: How negative experiences with public toilets impact quality of life and life satisfaction

Corradi

Theirs

García-Garzón

et al. 2023

Scandinavian J Psychology

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Public toilets are a critical public health issue with a significant negative impact on people's lives.Unfortunately, the effect of negative experiences caused by public toilets on people's quality of life and life satisfaction is unknown. In this study, participants (n = 550) were asked to fill in a scale-based survey about their negative experiences with public toilets, quality of life, and life satisfaction. We found that people with toilet-dependent illnesses (36% of the sample) reported more negative experiences with public toilets than their counterparts. These negative experiences are also related to lower scores in some areas of participants' quality of life, such as their environmental, psychological, and physical health and life satisfaction, even after controlling for relevant socioeconomic variables.Additionally, toilet-dependent individuals had particularly negative experiences in terms of life satisfaction and physical health than non-toilet-dependent people. We conclude that the impoverishment of quality of life linked to public toilets as an environmental inadequacy is traceable, estimable, and meaningful. This association is not only negative for ordinary people, but it is significantly negative for people with toilet-dependent illnesses. These results highlight that public toilets are essential to ensure collective well-being, particularly when considering those affected by their presence or lack thereof. Highlights-Negative experiences with public toilets affect quality of life and are an understudied environmental burden PUBLIC TOILETS, QUALITY OF LIFE AND LIFE SATISFACTION 10.1111/sjop.12914 -We provide data linking negative experiences with public toilets to a diminished quality of life and life satisfaction -We conclude that negative experiences with public toilets impact ordinary people's lives, but the association is stronger in people with toilet-dependent illnesses -Public toilets condition well-being, particularly if the person has a toilet-dependent illness.

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“…This research focuses on citizens because the management of public services is related to a uniform and standardized good or service (Gendel‐Guterman & Billig, 2020). A value offer is developed to satisfy a collective need identified from the accumulated individual needs (Moore, 1997; Ricci et al., 2016).…”

Section: Introductionmentioning

confidence: 99%

“…

In this sense, the creation of public value involves regarding citizens as institutional consumers seeking to fulfill a collective need, which is why managers of entities that provide this service aim to improve "the quality of interactions between governmental entities and citizens as customers, making them more satisfying" (Moore, 1997, p. 36).This research focuses on citizens because the management of public services is related to a uniform and standardized good or service (Gendel-Guterman & Billig, 2020). A value offer is developed to satisfy a collective need identified from the accumulated individual needs (Moore, 1997;Ricci et al, 2016).

…”

mentioning

confidence: 99%

Citizen experience in public transport: A systematic review and future research agenda

Rincón-Novoa

Berrío

Robayo-Pinzón

2021

Int J Consumer Studies

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Public transport is a relevant issue for cities’ and territories’ development. From the perspective of consumer behavior, citizens’ experience as users and consumers is a topic of interest for public policy, especially at times when people are expected to avoid agglomerations. Given the lack of literature found in the systematic review regarding the future research agenda of consumer behavior in public transport, this research analyses the methodological perspectives, variables, and conceptual approaches relating to citizen experience of public transport. This systematic review takes 1997 to 2020 as a time frame and complies with the Preferred Reporting Items for Systematic Reviews and Meta‐Analyses (PRISMA) guidelines; in addition, the research question follows the Population, Intervention, Comparison, Outcome, Context (PICOC) strategy. The review of experiences in the public sector leads to a classification of articles that refer to citizens’ experience of public transport. The main findings show four research topics concerning citizen experience of public transport: the individual perspective on factors influencing the experience; the comprehensive design of public transport in different process stages (pre‐core, core, post‐core, and redesign) and its interaction with citizens; the decision‐making process involved in selecting “routes” and “modes” for travel; and responses and reactions to stimuli aimed at evaluating the experience. To conclude, the discussion focuses on the future lines of research in the area.

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Increasing citizen satisfaction with municipal services: the function of intangible factors

Cited by 13 publications

References 40 publications

Pengaruh Kualitas Layanan ISP-S Pada Kepuasan Mahasiswa Terhadap Perkuliahan Daring Masa Pandemi COVID 19 – Mix Method SERVPERF dan ICT

Pengaruh Kualitas Layanan ISP-S Pada Kepuasan Mahasiswa Terhadap Perkuliahan Daring Masa Pandemi COVID 19 – Mix Method SERVPERF dan ICT

A silent burden: How negative experiences with public toilets impact quality of life and life satisfaction

Citizen experience in public transport: A systematic review and future research agenda

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