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The table below summarizes satisfaction data from three surveys, which all show a trend towards
high
satisfaction, with the lowest rates of satisfaction occurring for water services. Citizens
generally see services having improved over time, suggesting that high satisfaction may partially
be a function of low expectations. The ‘mean satisfaction’ is simply the mean of the four other
rates.
Perceived Challenges: A more illuminating understanding of citizen
perceptions of service
quality can be gleaned from an examination of the common shortcomings that citizens report in
their local schools and health centers. For example, 33% (n=4484) of citizens state that wait
times in their local clinic are very long and 35% (n=4484) of citizens state that medical staff are
not regularly available in the center when they visit. Although overall levels of satisfaction are
relatively high, there is a high incidence of reporting of specific challenges such
as shortage of
supplies, overcrowded classrooms, and absenteeism. Tracking these specific indicators over
time will shed light on the extent and the manner in which citizen satisfaction
with services is
changing as a result of ESAP 2.
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