Social and Behavioral Sciences Commons^™

Effectiveness Of The Smart Government In Abu Dhabi Municipality: A Study Of The Customers’ Opinion, Hajar Saeed Alafreet Alkuwaiti

Theses

Smart government has become a new way of delivering services to the public that not only is efficient and quicker, but is also useful and convenient for the customers availing those services. By adopting advanced technologies government nowadays are transforming public services and offering enhanced experience to the customers. However, since these services are based on new technologies, people are often apprehensive of using them because of privacy security and other concerns and that creates challenges for smart government implementation. The current research that aims to understand if Abu Dhabi Municipality’s smart government initiatives are meeting customer service expectations and …

Using Input From Landlords Participating In The Dothan Housing Authority's Housing Choice Voucher Program (Hcvp) To Streamline Operations And Increase Retention, Michael C. Threatt

West Chester University Doctoral Projects

The Housing Choice Voucher Program (HCVP) is a public-private partnership between a landlord, voucher holder, and a Public Housing Authority (PHA). However, this public-private partnership appears to be a two-sided partnership instead of a three-way partnership as the HCVP was designed. Over 110,000 landlords have withdrawn from the HCVP since 2009, which has negatively affected housing choices for voucher holders. This phenomenon of landlords leaving the HCVP is a catastrophe problem for the rental housing crisis that is a part of the larger affordable housing crisis. The perception of institutional bureaucracy for landlords is their reality, and the unintended consequence …

Customer Service Vs. Patient Care, Kathy Torpie

Patient Experience Journal

In a competitive market where financial resources are limited, many of the popular approaches to improving the patient experience involve large capital investments in such things as hotel style amenities and expensive technology. The author argues that marketing based on a model of the patient as a traditional ‘customer’ is ill conceived and contributes unnecessarily to the high cost of healthcare while lacking a true understanding of, or an appropriate response to, the most basic needs of hospitalized patients that lead to patient satisfaction.

Experience Framework

This article is associated with the Patient, Family & Community Engagement lens of The …

Good Service Requests Keep Customers Happy (2012), Justin O'Hara, Steve Wyatt

MTAS Publications: Full Publications

Automated service request systems are proven to be cost-effective, labor-saving devices that greatly enhance management efficiency. By using the chief components outlined in this report, your city can develop an efficient automated request system.

Lessons Learned In Attempting To Survey Hard-To-Reach Ethnic Segments Along With The Presentation Of A Comprehensive Questionnaire, Research Report Wp-10-02, Richard A. Werbel

Mineta Transportation Institute

A survey questionnaire was developed and administered to transit users in the Sacramento Metropolitan Area to analyze the degree to which global satisfaction with transit is impacted by ethnicity and other relevant independent variables. Although the data collected was not analyzed because the sample size was substantially smaller than required, the questionnaire used, which is included in its entirety in an appendix, has some uncommon variables and measurement approaches that can be used in a number of other survey questionnaires used in transit studies. Options involving sampling methodology and methods of administering the questionnaire that would have generated an acceptable …

Good Service Requests Keep Customers Happy (2009), Justin O'Hara, Steve Wyatt

MTAS Publications: Full Publications

Automated service request systems are proven to be cost-effective, labor-saving devices that greatly enhance management efficiency. By using the chief components outlined in this report, your city can develop an efficient automated request system.

Institute Brief: Taking The Mystery Out Of Customer Service, Heike Boeltzig, Lora Brugnaro, Cecilia Gandolfo, Amy Gelb, Karen Zimbrich, Lara Enein-Donovan, Cindy Tsui, Joy Gould

The Institute Brief Series, Institute for Community Inclusion

With the current emphasis on universal access to employment services for all members of the community, the workforce development field needs to evaluate service delivery. A "mystery shopper" program is one of many evaluation tools available to ensure continuous quality improvement and customer satisfaction. This technique allows organizations to collect data on the experiences of One-Stop Career Center customers from the customer perspective. The brief includes a sample shopper questionnaire.

The Airline Quality Rating 2004, Brent D. Bowen, Dean Headley, Uno Aviation Institute

Faculty Books and Monographs

UNOAI Report 04-1

The Airline Quality Rating (AQR) was developed and first announced in early 1991 as an objective method of comparing airline quality on combined multiple performance criteria. This current report, the Airline Quality Rating 2004, reflects monthly Airline Quality Rating scores for 2003. AQR scores far the calendar year 2003 are based on 15 elements in four major areas that focus on airline performance aspects important to air travel consumers.

The Airline Quality Rating 2004 is a summary of month-by-month quality ratings for U.S. airlines that have at least 1% of domestic passenger volume during 2003. Using the …

The Airline Quality Rating 2003, Brent D. Bowen, Dean Headley, Uno Aviation Institute

Faculty Books and Monographs

UNOAI Report 03-1

The Airline Quality Rating (AQR) was developed and first announced in early 1991 as an objective method of comparing airline quality on combined multiple performance criteria. This current report, the Airline Quality Rating 2003, reflects monthly Airline Quality Rating scores for 2002. AQR scores for the calendar year 2002 are based on 15 elements that focus on airline performance areas important to air travel consumers.

The Airline Quality Rating 2003 is a summary of month-by-month quality ratings for the 10 largest U.S. airlines operating during 2002. Using the Airline Quality Rating system of weighted averages and monthly …

The Airline Quality Rating 2002, Brent D. Bowen, Dean Headley, Uno Aviation Institute

Faculty Books and Monographs

UNOAI Report 02-2

The Airline Quality Rating (AQR) was developed and first announced in early 1991 as an objective method of comparing airline quality on combined multiple performance criteria. This current report, Airline Quality Rating 2002, reflects monthly Airline Quality Rating scores for 2001. AQR scores for the calendar year 2001 are based on 15 elements that focus on airline performance areas important to air travel consumers.

The Airline Quality Rating 2002 is a summary of month-by-month quality ratings for the 11 largest U.S. airlines operating during 2001. Using the Airline Quality Rating system of weighted averages and monthly performance …

The Airline Quality Rating 2001, Brent D. Bowen, Dean Headley, Uno Aviation Institute

Faculty Books and Monographs

UNOAI Report 01-2

The Airline Quality Rating (AQR) was developed and first announced in early 1991 as an objective method of comparing airline quality on combined multiple performance criteria. This current report, Airline Quality Rating 2001, reflects monthly Airline Quality Rating scores for 2000. AQR scores for the calendar year 2000 are based on 15 elements that focus on airline performance areas important to air travel consumers.

The Airline Quality Rating 2001 is a summary of month-by-month quality ratings for the ten major U.S. airlines operating during 2000. Using the Airline Quality Rating system of weighted averages and monthly performance …

The Airline Quality Rating 2000, Brent D. Bowen, Dean Headley, Uno Aviation Institute

Faculty Books and Monographs

UNOAI Report 2000-2

The Airline Quality Rating (AQR) was developed and first announced in early 1991 as an objective method of comparing airline performance on combined multiple criteria. This current report, Airline Quality Rating 2000, reflects monthly Airline Quality Rating scores for 1999. AQR scores for the calendar year 1999 are based on 14 elements that focus on airline performance areas important to air travel consumers.

The Airline Quality Rating 2000 is a summary of month-by-month quality ratings for the ten major domestic U.S. airlines operating during 1998. Using the Airline Quality Rating system of weighted averages and monthly performance …

The Airline Quality Rating 1999, Brent D. Bowen, Dean Headley, Uno Aviation Institute

Faculty Books and Monographs

UNOAI Report 99-3

he Airline Quality Rating (AQR) was developed and first announced in early 1991 as an objective method of comparing airline performance on combined multiple criteria. This current report, Airline Quality Rating 1999, contains monthly Airline Quality Rating scores for 1998. Additional copies are available by contacting Wichita State University or the University of Nebraska at Omaha.

The Airline Quality Rating 1999 is a summary of month-by-month quality ratings for the ten major domestic U.S. airlines operating during 1998. Using the Airline Quality Rating system of weighted averages and montly performance data in the areas of on-time arrivals, …

The Airline Quality Rating 1998, Brent Bowen, Dean Headley, Uno Aviation Institute

Faculty Books and Monographs

UNOAI Report 98-1

The Airline Quality Rating (AQR) was developed and first announced in early 1991 as an objective method of comparing airline performance on combined multiple factors important to consumers. Development history and calculation details for the AQR rating system are detailed in The Airline Quality Rating issued in April, 1991, by the National Institute for Aviation Research at Wichita State University. This current report, Airline Quality Rating 1998, contains monthly Airline Quality Rating scores for 1997. Additional copies are available by contacting Wichita State University or the University of Nebraska at Omaha.

The Airline Quality Rating 1998 is …

The Airline Quality Rating 1997, Brent Bowen, Dean Headley, Uno Aviation Institute

Faculty Books and Monographs

UNOAI Report 97-9

The Airline Quality Rating (AQR) was developed and first announced in early 1991 as an objective method of comparing airline performance on combined multiple factors important to consumers. Development history and calculation details for the AQR rating system are detailed in The Airline Quality Rating 1991 issued in April, 1991, by the National Institute for Aviation Research at Wichita State University. This current report, Airline Quality Rating 1997, contains monthly Airline Quality Rating scores for 1996. Additional copies are available by contacting Wichita State University or University of Nebraska at Omaha. The Airline Quality Rating 1997 is …

The Airline Quality Rating 1996, Brent D. Bowen, Dean Headley, Uno Aviation Institute

Faculty Books and Monographs

UNOAI Report 96-4

The Airline Quality Rating (AQR) was developed and first announced in early 1991 as an objective method of comparing airline performance on combined multiple factors important to consumers. Development history and calculation details for the AQR rating system are detailed in The Airline Quality Rating issued in April, 1991, by the National Institute for Aviation Research at Wichita State University. This current report, Airline Quality Rating 1996, contains monthly Airline Quality Rating scores for 1995. Additional copies are available by contacting Wichita State University or the University of Nebraska at Omaha.

The Airline Quality Rating 1996, contains …