NDLI: Studies on the Factors of Interaction Quality in Public Service Quality Management

Content Provider	IEEE Xplore Digital Library
Author	Kun Yang Hao Liang Bingjie Wang
Copyright Year	2010
Abstract	Increasing the public satisfaction is becoming the key issue in government management practices. Meanwhile, since service has the characteristic of "process consumption", people's perceptions on the public service quality no longer simply depend on the service results, but more on the interactions between themselves and the service departments. The service interaction quality becomes one of the most important factors that influence the public satisfaction. However, existing studies on the public satisfaction mechanism establishment, the interaction quality dimensions and their relationships with the public satisfaction are not throughout enough. Referring from those relevant studies on the interaction quality and the public satisfaction, as well as combining the practical situation of the government service sector and our research purpose, this study sets constructing dimensions of the interaction quality and proposes a model on the relationship between the interaction quality and the public satisfaction. We also develop a questionnaire for measuring these dimensions. Through investigating and analyzing those constructing dimensions of interaction quality, we find out the latitudes of the impact of different interaction quality dimensions on the public satisfaction, and aim to help the service sector realize the importance of the service interaction to the public satisfaction, so as to grasp the main points in increasing the public service quality in practice.
Starting Page	1
Ending Page	6
File Size	293800
Page Count	6
File Format	PDF
ISBN	9781424453252
DOI	10.1109/ICMSS.2010.5577212
Language	English
Publisher	Institute of Electrical and Electronics Engineers, Inc. (IEEE)
Publisher Date	2010-08-24
Publisher Place	China
Access Restriction	Subscribed
Rights Holder	Institute of Electrical and Electronics Engineers, Inc. (IEEE)
Subject Keyword	Performance evaluation Government Customer satisfaction Safety Indexes Mathematical model Equations
Content Type	Text
Resource Type	Article

Sl.	Authority	Responsibilities	Communication Details
1	Ministry of Education (GoI), Department of Higher Education	Sanctioning Authority	https://www.education.gov.in/ict-initiatives
2	Indian Institute of Technology Kharagpur	Host Institute of the Project: The host institute of the project is responsible for providing infrastructure support and hosting the project	https://www.iitkgp.ac.in
3	National Digital Library of India Office, Indian Institute of Technology Kharagpur	The administrative and infrastructural headquarters of the project	Dr. B. Sutradhar bsutra@ndl.gov.in
4	Project PI / Joint PI	Principal Investigator and Joint Principal Investigators of the project	Dr. B. Sutradhar bsutra@ndl.gov.in Prof. Saswat Chakrabarti will be added soon
5	Website/Portal (Helpdesk)	Queries regarding NDLI and its services	support@ndl.gov.in
6	Contents and Copyright Issues	Queries related to content curation and copyright issues	content@ndl.gov.in
7	National Digital Library of India Club (NDLI Club)	Queries related to NDLI Club formation, support, user awareness program, seminar/symposium, collaboration, social media, promotion, and outreach	clubsupport@ndl.gov.in
8	Digital Preservation Centre (DPC)	Assistance with digitizing and archiving copyright-free printed books	dpc@ndl.gov.in
9	IDR Setup or Support	Queries related to establishment and support of Institutional Digital Repository (IDR) and IDR workshops	idr@ndl.gov.in

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