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Communication processes, public administration and performance evaluation

100%
Musaraj A.
Academicus. International Scientific Journal
|
2011
|
issue 03
28-37
EN
Albanian efforts to fulfill European standards and norm in its Public Administration and service delivery, are becoming a research argument for academics and practitioners as well. Even if significant efforts have been made in this direction there is still a gap in analyzing the link between the communication process which creates and delivers the public service, effect of the used tools in service provision and delivery, the performance evaluation of this sector and the future of the sector itself affected by the intersection of these factors. This brings a great necessity to watch very close those evolutions, processes and the impacts they have in the Albanian social tissue. At the same time, it is very important to understand what streamline has been followed till now by micro and macro huge progresses which have affected the systems, the relations between pairs which not necessarily are being expressed in standards. There is no sustainable change or improvement, if they aren’t built at the cellular level, and when we talk about the state, institutions and citizens, the way they relate, if it is standardized or not by laws or procedures, it becomes the most important reading that we must do to understand the substratum of those progresses. Relations, communications and the future of the communicative situations between citizens and public operators including the public administration during the public service proceedings, indicate the quality and sustainability of Albanian evolutions in social view, as well as the forecasting we can do regarding their impact in the future. Tools by which strategies have been applied, seems to affect the process as well as affect pairs perception of fairness, justice and low conformity. This oblige us investigate about effects and impacts they have had during the service proceedings. We may judge the transparence’s perception related to how much equal citizens consider they are being treated by public operators, what’s its influence in trust climate, notably on the citizens trust towards public administration, whose salaries are being paid by public and who theoretically must carry over public interest. We may, as well, investigate the impact that this variable has had in the new dimension of accountability which is a strong indicator of the evolution of public administrations in Albania, showing how the way public services are being delivered and how much the public itself is actually ruling through a careful reading of the communications hold between them and public administrations.
2
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Evidence of Municipal Awareness as a Construct for Enhancing Citizen Satisfaction in Municipal Council of Malaysia

100%
Bello M. U., Daud Juanil D. J., Kasim R., Razali M. N., Ngadiman Y., Bon T.
Path of Science
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2018
|
vol. 4
|
issue 2
1001-1012
EN
This research study critically analysed the existing literature on municipal awareness relevancy of Municipal councils’ service delivery for the purpose of enhancing citizen satisfaction. The purpose of the study is the investigation of citizen satisfaction level of municipal services. Analysis of the existing literature on the relationship between municipal awareness and citizen satisfaction. The Material and methods were carried out using secondary data and were meticulously and critically analysed to come up with reliable results. The study shows the relevancy of the public awareness, citizen satisfaction and municipal council performance in Malaysia. It is evident in the research that citizen consent is important before municipal services should be provided in the local community. The research study highlighted many discrepancies in many kinds of literature related to the existing research study, the evidence-based analysis was carried out to buttress importance and significance of the related study to the research work. The literature was reviewed to ascertain the current happening in the area of local government service delivery. The study shows that many municipal councils in Malaysia provide adequate and satisfactory services to their citizens’. The study also revealed that municipal council plays an important role in citizen awareness of municipal service delivery. The study concludes that municipal service delivery can be enhanced through citizen awareness campaign, to sensitise the local community on various aspects of service delivery including maintenance of the facilities provided. The study also concludes that Municipal councils lack awareness section affects their performance in service delivery process. The study recommends that Municipal councils officials need to be consulted the citizen for their needs and wants; awareness campaign needs to be regularly carried out to maintain cordial relationship between Municipal councils and their citizen; it is also recommended that municipal services should be delivered the needed services by the local inhabitants’ after duly consultation.
3
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Brand Equity Measurements and Service Delivery: Empirical Study from the Nigerian Insurance Industry

72%
AJEMUNIGBOHUN S. S., ADULOJU S. A., Paradowska M., Platje J. J., Słodczyk J.
Economic and Environmental Studies
|
2017
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vol. 17
|
issue 44
777-793
EN
This study evaluates brand equity measurements on service delivery of insurance companies in Nigeria. An explanatory research design was employed. A purposive sampling technique was adopted. Structured questionnaire was employed for data gathering exercise. The study surveyed 31 insurance companies in Nigeria; with a sample size of 212 giving a response rate of 68%. More so, data collected was analysed using multiple regression method. Findings from the study have shown the relative importance of individual brand equity measurement and how positively related to service delivery of insurance companies in Nigeria. This research awakes the regulatory body of the need to continually engage academia, insurance practitioners and other stakeholders in scrutinising and improving insurance market penetration level in Nigeria. Insurance practitioners are enjoined to take value creation in their service delivery process critically important in a bid to allow for good brand repute and image. Lastly, National Insurance Commission should take its supervisory function crucial by regularly engaging in getting feedbacks from insuring populace concerning customers’ insurance brand judgment. The study provides an empirical approach to managers of insurance companies
PL
W niniejszym artykule oceniono pomiar wartości marek handlowych w odniesieniu do świadczenia usług przez firmy ubezpieczeniowe w Nigerii. Przyjęto scenariusz badań objaśniających. Posłużono się techniką celowego doboru próby, a dane zebrano za pomocą ustrukturyzowanego kwestionariusza. Badaniem objęto 31 firm ubezpieczeniowych w Nigerii i uzyskano 68% zwrotności kwestionariuszy z całej próby liczącej 212 respondentów. Zgromadzone w ten sposób dane poddano analizie w oparciu o metodę regresji danych. Wyniki ukazały relatywne znaczenie indywidualnego pomiaru wartości marki handlowej i jego pozytywny związek ze świadczeniem usług przez przedsiębiorstwa ubezpieczeniowe w Nigerii. Niniejsze badania powinny uświadomić organy regulacyjne co do potrzeby ciągłego zaangażowania środowiska akademickiego, praktyków ubezpieczeniowych oraz innych interesariuszy w analizowanie, nadzorowanie i poprawę poziomu penetracji rynku ubezpieczeniowego w Nigerii. Zaleca się, aby praktycy ubezpieczeniowi włączyli kreowanie wartości w proces świadczenia usług jako krytycznie ważne, co pozwoli na dobry wizerunek i reputację marki. Wreszcie, Krajowa Komisja Ubezpieczeniowa (ang.: National Insurance Commission) powinna poważnie traktować swą funkcję nadzorczą poprzez regularne angażowanie się w pozyskiwanie opinii zwrotnej ubezpieczających i ubezpieczonych w zakresie opinii klientów na temat marek ubezpieczeniowych. Artykuł przedstawia empiryczne podejście do menedżerów firm ubezpieczeniowych z punktu widzenia potrzeby zwracania uwagi i badania świadomości marki, skojarzeń z marką oraz zaufania do niej przez klientów.
4
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A Micro-Political Analysis of Local Governance in Nigeria: The Case of Irepodun Local Government Authority

58%
Akinrinde O. O., Adebisi A. M.
Przegląd Politologiczny
|
2021
|
issue 4
119-141
PL
W artykule przeanalizowano autonomię samorządu lokalnego i świadczeń usług samorządowych w Nigerii. Badanie wykazało, że nigeryjski samorząd lokalny musi być niezależny w wykonywaniu swoich ustawowych obowiązków. Czynnikiem wzmacniającym świadczenie usług przez samorząd lokalny może być skuteczna agitacja różnych środowisk na rzecz niezależności samorządu Nigerii. Analiza wykazała, że niektóre stany w Nigerii sprzeciwiają się autonomii samorządów lokalnych ze względów politycznych i ekonomicznych. Wykazano ponadto, że samorząd lokalny Irepodun (studium przypadku mikro) w Nigerii nie jest całkowicie autonomiczny. Chociaż samorząd lokalny w Irepodun jest przejrzysty i odpowiedzialny, zwłaszcza w zakresie identyfikacji, formułowania i realizacji swoich projektów. Musi on sprostać ogromnemu wyzwaniu finansowemu w realizacji świadczenia usług. W związku z tym badanie rekomenduje, usunięcie z konstytucji Nigerii zapisu dotyczącego wspólnego konta samorządowego, aby umożliwić alokację środków bezpośrednio do samorządów z konta Federacji. Należy zmusić państwo do regularnego przekazywania władzom samorządowym konstytucyjnych 10% ich wewnętrznie wytworzonych dochodów. Samorząd lokalny Irepodun i inne władze samorządowe w Nigerii powinny podjąć więcej wysiłków na rzecz trwałego tworzenia dobrobytu, zamiast polegać wyłącznie na dotacjach od rządu federalnego i władz stanowych.
EN
The study examined local government autonomy and local government service delivery in Nigeria. the study discovered that, Nigerian local government needs to be autonomous in the discharge of its statutory responsibility, if ongoing agitation for local government autonomy from different quarters in Nigeria is given an approval, this will strengthen local government’s service delivery. The study discovered that some states in Nigeria oppose local government autonomy due to political and economic considerations. The study further revealed that Irepodun local government (the micro-case study) in Nigeria is not totally autonomous. Although, local governance is transparent and accountable in Irepodun Local Government, especially in the identification, formulation and execution of its projects, Irepodun local government authority has a huge financial challenge in carrying out service delivery. The study therefore recommends that; the state joint local government account should be abolished from the Nigerian constitution to enable allocation of funds directly to the local governments from Federation account. they should also put a stop to the persistence deduction from the monthly allocation of local governments. Again, states should henceforth be made to remit regularly the constitutional 10% of their internally generated revenue to the local government authorities. Irepodun local government and other local government authorities in Nigeria emplace more efforts on sustainable wealth creation rather than depending solely on the grants from the federal and state governments.
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