The Impact of Quality Public Service Delivery on Customer Satisfaction in Bahir Dar City Administration: The Case of Ginbot 20 Sub-city

ABSTRACT

This study is conducted with the general objective of assessing the impact of quality public service delivery on customer satisfaction in Ginbot20 sub-city. To conduct the study correlational research design, and quantitative research approach have been employed. A total of 88 samples both from customers (68) and service providers (20) were selected using simple random sampling and systematic random sampling techniques respectively. Data were collected using questionnaires. Based on the data collected, the study comes up with certain findings. Among the major findings, the perception of customers and service providers on quality service delivery and customer satisfaction is different, responsiveness, tangibility, assurance, and reliability have positively associated with customer satisfaction. However, empathy has negatively associated with customer satisfaction. Generally, the likelihood of customers gets satisfied when there is quality service delivery is 0.84 (84%) while get satisfied with the probability value of 0.038948(3.8948%) in the absence of quality service delivery.     

Public Administration Education in South Korea: Developed but Still Evolving

Korean public administration (PA) education has developed substantially since the Second World War in both quantitative and qualitative dimensions, but there is still a considerable way to go with further development. Korean PA education was heavily influenced by the United States for many years, but Korea’s interaction with other parts of the world was relatively limited. This article deals with the following three issues of Korean PA education. First, a historical background of the development of PA as a discipline will be briefly reviewed to provide a comparative sense, followed by an overview of the development of PA education in Korea. After that, the current status of Korean PA education will be examined based on aggregate data, followed by an assessment of the impacts of New Public Management and globalization.     

Improving Competency-Based Education through Empirical Evaluation: A Mixed Methods Study of A Masters of Public Administration Program

ABSTRACT

This study is focused on the problem of the mismatch of competencies of Masters of Public Administration (MPA) graduates in Russia and current Russian public servants. A mixed methods approach was used to analyze quantitative (n = 734) and qualitative data about the real-world competencies of local, regional, and federal government officials in comparison to what MPA graduates get from their education. The comparison of competency models of MPA graduates and government officials indicated that the most of the competencies are useful in public administration practice, but there is still lot to change in the approach of compiling the content of MPA educational standards and educational programs.     

Postal Service Reforms in Solomon Islands of the South Pacific: Evaluating Consequences for Public Service Delivery and Customer Satisfaction

The changing environment of the postal sector over the last decade has increased the urgency for governments worldwide to re-examine regulations governing how their public postal administrations operate. The need to increase service efficiency and quality is a critical strategic focus, given the increasing technological competition, rising operational costs, and changing customers' needs and expectations. There are many success stories, particularly from developed countries, highlighting improved service quality following corporatization of their public postal administration. This particular study revealed that reforms of the Solomon Islands postal service have had some positive influence on the level of customer satisfaction.     

Public Administration in Libya: Continuity and Change

ABSTRACT

Libyan public administration has been shaped by Libya’s history, ideology, and economy. It has been negatively affected by the political changes occurring since independence in 1951, particularly Gaddaf’s distinctive initiatives, and by upheavals in the post-Gaddafi transition. Libya’s rentier economy has had its impact on public administration, particularly through its promotion of widespread public corruption. This article analyzes the history of Libya’s politico-administration system before describing the current administrative arrangement, identifying the essential factors that have given rise to those arrangements, and analyzing the contemporary characteristics of public administration that constitute the key future challenges Libya faces.     

A Public Administration Headache: An Evaluation Analysis of Prison Policy and Recidivism Toward Social Reintegration

We focus on discovering, describing, and understanding prison recidivism; secondly, we intend to know if the prison policy contributes to deterrence of crime; thirdly, we want to know if prison labor and vocational education and training influence the rate of prison recidivism by increasing social reintegration or decreasing prison recidivism. We use a sample of n = 1643 prisoners, multivariate clustering methods, focusing on latent class models, to trace the profile of prisoners, and we use the chi-square test to test dependence/independence of some variable pairs. Data support the heterogeneity of inmates, resulting in two clusters, recidivists (50%), and nonrecidivists.     

An Assessment of Journal Quality in Public Administration

Using results from a survey of editors and board members from 39 public administration journals as well the impact factor scores created by ISI Thompson this research develops an integrated assessment of journal quality using both objective and subjective measurement tools. The findings suggest that relying on one ranking approach misses out on several important issues regarding journal quality. In addition, when evaluating outlets for publishing in public administration, there often exists a bias against journals not published in the United States. Finally, the highest-ranked generalist journals are also publishing work that is also applicable to scholars working in various subfields.     

Job Satisfaction of Public Sector Employees in Sub-Saharan Africa: Testing the Minnesota Satisfaction Questionnaire in Ghana

Public sector administration in sub-Saharan Africa experiences a myriad of problems of the logical perception between worker dissatisfaction and demotivation of job standards. This study tested the Minnesota Satisfaction Questionnaire (MSQ) in a typical public sector organization in sub-Saharan Africa. A total of 100 usable surveys were analyzed with SPSS. A very low level of job satisfaction was indicated, and more than 83% of respondents indicated dissatisfaction in their pay and the amount of work they do. Significant differences in job satisfaction scores were also found in the educational level of staff, and between genders. The study outcome highlights the roles of employees and organizational weak spots of human resource management (HRM) practices in a typical sub-Saharan African country, and provides an alternative pathway in employee satisfaction and performance outcome.     

The Dark Sides of Artificial Intelligence: An Integrated AI Governance Framework for Public Administration

ABSTRACT

As government and public administration lag behind the rapid development of AI in their efforts to provide adequate governance, they need respective concepts to keep pace with this dynamic progress. The literature provides few answers to the question of how government and public administration should respond to the great challenges associated with AI and use regulation to prevent harm. This study analyzes AI challenges and former AI regulation approaches. Based on this analysis and regulation theory, an integrated AI governance framework is developed that compiles key aspects of AI governance and provides a guide for the regulatory process of AI and its application. The article concludes with theoretical implications and recommendations for public officers.     

A Challenging State of Affairs: Public Administration in the Republic of Lebanon

ABSTRACT

This article highlights Lebanon’s administrative challenges and reform efforts, since the end of its Civil War (1975–1990). In recent years, Lebanon and international donors have worked to improve transparency, promote modern management techniques, and encourage the use of information technology throughout the public sector. Despite these efforts, Lebanon’s public institutions remain constrained by the centralization of power, corruption, outdated bureaucratic structures, and deficiencies in administrative knowledge. The success of future reform efforts will depend on whether the Lebanese bureaucracy can overcome the challenges created by regional political tensions, its Syrian refugee crisis, and an increasingly indifferent Lebanese public.     

Records Management: A Key Element for Effectiveness,Accountability and Development in the Greek Public Administration

Records management is a fundamental activity of public administration. Public records are a crucial component of the most human actions. They form the basis of any political and legal system and secure human rights. Records Management Systems provide information for planning and decision making, promote the government accountability, improve servicing citizens and ensure the organizations' enactments legitimacy. This article presents and evaluates the records management practices of the core Greek Public Administration by conducting a survey concerning the Greek Ministries and trying to find out in what level the records management initiatives are embedded in the business culture and applied by the Greek Public Agencies.     

Improving Public Service Education Programs through Assessing the Performance of MPA Alumni

Educational outcomes assessment can improve public service education programs. This article applies the Model of Learning Outcomes for Public Service Education which suggest that enabling characteristics—factors that mediate the relationship among immediate, intermediate, and longer term outcomes—can improve our understanding of public service education. A survey was conducted of alumni at The George Washington University in Washington, DC, and the American University in Cairo in Cairo, Egypt. The responses from the two groups of MPA program alumni were striking: curriculum understanding and application were markedly similar, suggesting that this model is appropriate for use in different contexts.     

Self-Initiated Expatriates in the Private vs. the Public Sector: Creativity and Work Outcomes

Although research on private-sector expatriates is abundant, not much is known about their public-sector counterparts, especially self-initiated expatriates, who themselves initiate the move to live and work abroad. Comparing work outcomes and creativity of self-initiated expatriates in the private vs. the public sector, the results of a survey including 329 respondents indicated that performance and effectiveness were higher in the private sector. However, only in the public sector was there a positive association between creativity and the two work outcomes. These findings are discussed in detail.     

An Assessment of Recent Authors and Authorship Patterns in Taiwan's Public Administration Research

The public administration (PA) field in Taiwan has undergone a period of rapid transformation over the past two decades. The purpose of this study is to provide a more recent assessment of Taiwanese PA research. To that end, this study examines the characteristics of contemporary PA authors who published articles in five core PA journals in Taiwan between 1996 and 2007, assesses the journals' co-authorship/collaboration trends over the period, and identifies the publication and funding patterns of the 20 most-frequently published scholars. Implications of the study and suggestions for future research are discussed in the paper.     

Maturation of Public Administration in a Multicultural Environment: Lessons from the Anglo-Saxon,Latin, and Scandinavian Political Traditions

Abstract

A comparative analysis is made of three different models of public administration: the Anglo-Saxon, the Latin, and the Scandinavian. The purpose of this comparison is to analyze how these ideal-types of public administration handle the issue of power. Our argument is that without understanding and facing the issue of the amount of power that bureaucrats and politicians possess in any society, public administration will continue to be handicapped to understand the dynamics of the real world and therefore grow as a discipline. This is so despite the universalist claims of the currently fashionable ideas of the New Public Management.     

The Changing Facets of Public Administration in the United Arab Emirates

ABSTRACT

This article is an in-depth profile of the public administration system in the United Arab Emirates (UAE). It specifically focuses on the relationship between the state, the market and civil society, the structure of the government and the civil service system and its functional areas. Reform initiatives undertaken in all these areas over the last decade have also been discussed. The findings reveal that the public administration system in the UAE has demonstrated considerable developments in facilitating the market forces, opening space for civil society and modernizing the civil service system.     

Political Entrepreneurs and Public Administration Reform: The Case of the Local Authorities' Unification Reform in Israel

This article examines a specific institutional change in Israel. In 2003 the Israeli Knesset implemented the local authority unification plan, an unprecedented reform in the structure of local authorities in Israel. This article is about a local government reorganization taking place in a unique political culture. This article tries to integrate the role of political entrepreneurs within an Institutionalist and “learning” perspectives to offer an explanation to a local government structure, thus politicians influence and are influenced by a wide range of institutional norms and practices in a complex process of design and determination of institutional change.     

Unpacking the Global Perspective: Examining NISPAcee Region-Focused Public Administration Research in American Scholarly Journals

Comparative and international public administration research in the United States (US) has enjoyed moments of both prestige and inattention over the last several decades, variation that is important in that it reflects the efforts of a scholarly field to contribute to improved individual and organizational performance. These contributions are, in and of themselves, worthy of attention and critical reflection. This article examines public administration research focused on the Network of Institutes and Schools of Public Administration in Central and Eastern Europe region published in US-based academic journals from 1997 to 2012, discussing trends that have characterized empirical and conceptual research during that period. The article concludes with comments on collaboration in public administration research.     

The Public Administration Reform in Post-War Bosnia and Herzegovina: A Reform Process Embedded in a Sovereignty Paradox

As the post-war Bosnia and Herzegovina has turned its interest towards a European Union membership, it has entered an accession process requiring it, among other things, to reform its public administration system. The European Union's involvement within the reform has been placed under critique, as it has been claimed to have placed Bosnia and Herzegovina's sovereignty at risk by presenting contradicting behaviors leading to a sovereignty paradox. By examining the European Union's role in Bosnia and Herzegovina, and its possible relations to a sovereignty paradox in the process, the article finds sovereignty paradox indicators to exist along its processes.     

Effects of Public Service Motivation on Turnover and Job Satisfaction in the U.S. Teacher Labor Market

A substantial body of research has addressed the importance of the match between the person and the organization, or jobs for individuals and organizational outcomes across diverse fields. Despite growing attention to the role of the person–environment (P–E) fit, there are few studies incorporating the characteristics of jobs in the relationship between public service motivation (PSM) and job satisfaction. Drawing on the growing literature concerning PSM and teacher recruitment and retention, this study investigates whether altruistic work values, such as a strong altruistic desire and a preference for correcting social inequity, affect job satisfaction and teacher turnover.