Measuring the Quality of Education and Health Services : The Use of Perception Data from Indonesia
Satisfaction surveys offer a potentially convenient and cost-effective means for measuring the quality of services. However, concerns about subjectivity and selection bias impede greater use of satisfaction data. This paper analyzes satisfaction da...
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| Format: | Policy Research Working Paper |
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2012
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| Online Access: | http://www-wds.worldbank.org/external/default/main?menuPK=64187510&pagePK=64193027&piPK=64187937&theSitePK=523679&menuPK=64187510&searchMenuPK=64187283&siteName=WDS&entityID=000158349_20090831132043 http://hdl.handle.net/10986/4225 |
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okr-10986-42252021-04-23T14:02:16Z Measuring the Quality of Education and Health Services : The Use of Perception Data from Indonesia Dasgupta, Basab Narayan, Ambar Skoufias, Emmanuel ACCESS TO INFORMATION ACCOUNTABILITY ATTENDANCE OF STUDENTS AVAILABILITY OF BOOKS BASIC SERVICES BRIBERY BUREAUCRACY CITIZEN CITIZEN FEEDBACK CITIZENS CLASSROOMS COMMUNITIES COMMUNITY HEALTH COMMUNITY PARTICIPATION CORRUPTION CORRUPTION ISSUES CULTURAL NORMS CUSTOMER SATISFACTION DATA COLLECTION DEMOGRAPHIC CHARACTERISTICS DEMOGRAPHIC FACTORS DESCRIPTION DISCRIMINATION DISTRICTS ECONOMIC CHARACTERISTICS EDUCATION ATTAINMENT EDUCATION FACILITIES EDUCATION LEVELS EDUCATION OUTCOMES EDUCATION SERVICES EDUCATIONAL SERVICES ELEMENTARY SCHOOL ENROLLMENT ENROLLMENTS EXPENDITURE EXPENDITURES FEMALE FEMALE DROPOUTS FEMALE MEMBERS GENDER GOOD GOVERNANCE GOVERNANCE ENVIRONMENT GOVERNANCE REFORM GOVERNANCE REFORMS HEALTH PROVIDERS HEALTH SERVICES HIGH SCHOOL HIGHER EDUCATION HOSPITALS HOUSEHOLD COMPOSITION HOUSEHOLDS HOUSES HUMAN RESOURCE INCOME INSTITUTIONAL ENVIRONMENT INTERNATIONAL BANK LEVEL OF EDUCATION LIVING STANDARDS LOCAL AUTHORITIES LOCAL GOVERNANCE MALE DROPOUTS MARKETING MEASUREMENT ERROR MEDICAL FACILITIES NUMBER OF STUDENTS NUMBER OF TEACHERS NURSES PARENTAL EDUCATION PARTICIPATORY PLANNING PATIENT PERFORMANCE MEASURES PHYSICAL INFRASTRUCTURE POLICY IMPLICATIONS POLITICAL ECONOMY PRIMARY EDUCATION PRIMARY LEVEL PRIMARY LEVEL OF EDUCATION PRIMARY SCHOOL PRIVATE SCHOOLS PUBLIC EDUCATION PUBLIC EXPENDITURE PUBLIC FACILITIES PUBLIC HEALTH PUBLIC INSTITUTIONS PUBLIC SCHOOL PUBLIC SCHOOLS PUBLIC SERVICE DELIVERY QUALITY OF EDUCATION RADIO REPETITION RATES REPORT CARDS RURAL AREAS SCHOOL AGE SCHOOL DEVELOPMENT SCHOOL DEVELOPMENT PLAN SCHOOL FACILITIES SCHOOL FACILITY SCHOOL INFRASTRUCTURE SCHOOL QUALITY SCHOOLING SECONDARY SCHOOL SECONDARY SCHOOLS SERVICE DELIVERY SOCIAL EXCLUSION SOCIALIZATION SOURCE OF INFORMATION STUDENT PERFORMANCE STUDENT-TEACHER RATIO TEACHER TEACHERS TEACHING URBAN AREA URBAN AREAS VILLAGE VILLAGE LEVEL VILLAGES Satisfaction surveys offer a potentially convenient and cost-effective means for measuring the quality of services. However, concerns about subjectivity and selection bias impede greater use of satisfaction data. This paper analyzes satisfaction data about health and educational services from the 2006 second round of the Governance and Decentralization Survey in Indonesia to assess whether satisfaction data can serve as reliable indicators of quality, despite dubiously high levels of reported satisfaction. The authors use an expectation disconfirmation model that posits that a user s satisfaction with a facility improves with the (positive) difference between the actual quality of the facility and the household s expected standard for quality, which is influenced by its socioeconomic characteristics. The findings show that, after taking into account the expectations of households, reported satisfaction does vary significantly with objective indicators of quality. The analysis also checks for possible selection bias affecting the results by using a two-stage selection model. The model yields policy-relevant insights into the aspects of service delivery that most affect satisfaction, highlights differences across rich and poor districts, and shows that once the role of expectations has been factored in, the variation in user satisfaction can be highly informative for policymakers and researchers alike. 2012-03-19T19:12:10Z 2012-03-19T19:12:10Z 2009-08-01 http://www-wds.worldbank.org/external/default/main?menuPK=64187510&pagePK=64193027&piPK=64187937&theSitePK=523679&menuPK=64187510&searchMenuPK=64187283&siteName=WDS&entityID=000158349_20090831132043 http://hdl.handle.net/10986/4225 English Policy Research working paper ; no. WPS 5033 CC BY 3.0 IGO http://creativecommons.org/licenses/by/3.0/igo/ World Bank Publications & Research :: Policy Research Working Paper East Asia and Pacific East Asia and Pacific Southeast Asia Asia Indonesia |
| repository_type |
Digital Repository |
| institution_category |
Foreign Institution |
| institution |
Digital Repositories |
| building |
World Bank Open Knowledge Repository |
| collection |
World Bank |
| language |
English |
| topic |
ACCESS TO INFORMATION ACCOUNTABILITY ATTENDANCE OF STUDENTS AVAILABILITY OF BOOKS BASIC SERVICES BRIBERY BUREAUCRACY CITIZEN CITIZEN FEEDBACK CITIZENS CLASSROOMS COMMUNITIES COMMUNITY HEALTH COMMUNITY PARTICIPATION CORRUPTION CORRUPTION ISSUES CULTURAL NORMS CUSTOMER SATISFACTION DATA COLLECTION DEMOGRAPHIC CHARACTERISTICS DEMOGRAPHIC FACTORS DESCRIPTION DISCRIMINATION DISTRICTS ECONOMIC CHARACTERISTICS EDUCATION ATTAINMENT EDUCATION FACILITIES EDUCATION LEVELS EDUCATION OUTCOMES EDUCATION SERVICES EDUCATIONAL SERVICES ELEMENTARY SCHOOL ENROLLMENT ENROLLMENTS EXPENDITURE EXPENDITURES FEMALE FEMALE DROPOUTS FEMALE MEMBERS GENDER GOOD GOVERNANCE GOVERNANCE ENVIRONMENT GOVERNANCE REFORM GOVERNANCE REFORMS HEALTH PROVIDERS HEALTH SERVICES HIGH SCHOOL HIGHER EDUCATION HOSPITALS HOUSEHOLD COMPOSITION HOUSEHOLDS HOUSES HUMAN RESOURCE INCOME INSTITUTIONAL ENVIRONMENT INTERNATIONAL BANK LEVEL OF EDUCATION LIVING STANDARDS LOCAL AUTHORITIES LOCAL GOVERNANCE MALE DROPOUTS MARKETING MEASUREMENT ERROR MEDICAL FACILITIES NUMBER OF STUDENTS NUMBER OF TEACHERS NURSES PARENTAL EDUCATION PARTICIPATORY PLANNING PATIENT PERFORMANCE MEASURES PHYSICAL INFRASTRUCTURE POLICY IMPLICATIONS POLITICAL ECONOMY PRIMARY EDUCATION PRIMARY LEVEL PRIMARY LEVEL OF EDUCATION PRIMARY SCHOOL PRIVATE SCHOOLS PUBLIC EDUCATION PUBLIC EXPENDITURE PUBLIC FACILITIES PUBLIC HEALTH PUBLIC INSTITUTIONS PUBLIC SCHOOL PUBLIC SCHOOLS PUBLIC SERVICE DELIVERY QUALITY OF EDUCATION RADIO REPETITION RATES REPORT CARDS RURAL AREAS SCHOOL AGE SCHOOL DEVELOPMENT SCHOOL DEVELOPMENT PLAN SCHOOL FACILITIES SCHOOL FACILITY SCHOOL INFRASTRUCTURE SCHOOL QUALITY SCHOOLING SECONDARY SCHOOL SECONDARY SCHOOLS SERVICE DELIVERY SOCIAL EXCLUSION SOCIALIZATION SOURCE OF INFORMATION STUDENT PERFORMANCE STUDENT-TEACHER RATIO TEACHER TEACHERS TEACHING URBAN AREA URBAN AREAS VILLAGE VILLAGE LEVEL VILLAGES |
| spellingShingle |
ACCESS TO INFORMATION ACCOUNTABILITY ATTENDANCE OF STUDENTS AVAILABILITY OF BOOKS BASIC SERVICES BRIBERY BUREAUCRACY CITIZEN CITIZEN FEEDBACK CITIZENS CLASSROOMS COMMUNITIES COMMUNITY HEALTH COMMUNITY PARTICIPATION CORRUPTION CORRUPTION ISSUES CULTURAL NORMS CUSTOMER SATISFACTION DATA COLLECTION DEMOGRAPHIC CHARACTERISTICS DEMOGRAPHIC FACTORS DESCRIPTION DISCRIMINATION DISTRICTS ECONOMIC CHARACTERISTICS EDUCATION ATTAINMENT EDUCATION FACILITIES EDUCATION LEVELS EDUCATION OUTCOMES EDUCATION SERVICES EDUCATIONAL SERVICES ELEMENTARY SCHOOL ENROLLMENT ENROLLMENTS EXPENDITURE EXPENDITURES FEMALE FEMALE DROPOUTS FEMALE MEMBERS GENDER GOOD GOVERNANCE GOVERNANCE ENVIRONMENT GOVERNANCE REFORM GOVERNANCE REFORMS HEALTH PROVIDERS HEALTH SERVICES HIGH SCHOOL HIGHER EDUCATION HOSPITALS HOUSEHOLD COMPOSITION HOUSEHOLDS HOUSES HUMAN RESOURCE INCOME INSTITUTIONAL ENVIRONMENT INTERNATIONAL BANK LEVEL OF EDUCATION LIVING STANDARDS LOCAL AUTHORITIES LOCAL GOVERNANCE MALE DROPOUTS MARKETING MEASUREMENT ERROR MEDICAL FACILITIES NUMBER OF STUDENTS NUMBER OF TEACHERS NURSES PARENTAL EDUCATION PARTICIPATORY PLANNING PATIENT PERFORMANCE MEASURES PHYSICAL INFRASTRUCTURE POLICY IMPLICATIONS POLITICAL ECONOMY PRIMARY EDUCATION PRIMARY LEVEL PRIMARY LEVEL OF EDUCATION PRIMARY SCHOOL PRIVATE SCHOOLS PUBLIC EDUCATION PUBLIC EXPENDITURE PUBLIC FACILITIES PUBLIC HEALTH PUBLIC INSTITUTIONS PUBLIC SCHOOL PUBLIC SCHOOLS PUBLIC SERVICE DELIVERY QUALITY OF EDUCATION RADIO REPETITION RATES REPORT CARDS RURAL AREAS SCHOOL AGE SCHOOL DEVELOPMENT SCHOOL DEVELOPMENT PLAN SCHOOL FACILITIES SCHOOL FACILITY SCHOOL INFRASTRUCTURE SCHOOL QUALITY SCHOOLING SECONDARY SCHOOL SECONDARY SCHOOLS SERVICE DELIVERY SOCIAL EXCLUSION SOCIALIZATION SOURCE OF INFORMATION STUDENT PERFORMANCE STUDENT-TEACHER RATIO TEACHER TEACHERS TEACHING URBAN AREA URBAN AREAS VILLAGE VILLAGE LEVEL VILLAGES Dasgupta, Basab Narayan, Ambar Skoufias, Emmanuel Measuring the Quality of Education and Health Services : The Use of Perception Data from Indonesia |
| geographic_facet |
East Asia and Pacific East Asia and Pacific Southeast Asia Asia Indonesia |
| relation |
Policy Research working paper ; no. WPS 5033 |
| description |
Satisfaction surveys offer a potentially
convenient and cost-effective means for measuring the
quality of services. However, concerns about subjectivity
and selection bias impede greater use of satisfaction data.
This paper analyzes satisfaction data about health and
educational services from the 2006 second round of the
Governance and Decentralization Survey in Indonesia to
assess whether satisfaction data can serve as reliable
indicators of quality, despite dubiously high levels of
reported satisfaction. The authors use an expectation
disconfirmation model that posits that a user s satisfaction
with a facility improves with the (positive) difference
between the actual quality of the facility and the
household s expected standard for quality, which is
influenced by its socioeconomic characteristics. The
findings show that, after taking into account the
expectations of households, reported satisfaction does vary
significantly with objective indicators of quality. The
analysis also checks for possible selection bias affecting
the results by using a two-stage selection model. The model
yields policy-relevant insights into the aspects of service
delivery that most affect satisfaction, highlights
differences across rich and poor districts, and shows that
once the role of expectations has been factored in, the
variation in user satisfaction can be highly informative for
policymakers and researchers alike. |
| format |
Publications & Research :: Policy Research Working Paper |
| author |
Dasgupta, Basab Narayan, Ambar Skoufias, Emmanuel |
| author_facet |
Dasgupta, Basab Narayan, Ambar Skoufias, Emmanuel |
| author_sort |
Dasgupta, Basab |
| title |
Measuring the Quality of Education and Health Services : The Use of Perception Data from Indonesia |
| title_short |
Measuring the Quality of Education and Health Services : The Use of Perception Data from Indonesia |
| title_full |
Measuring the Quality of Education and Health Services : The Use of Perception Data from Indonesia |
| title_fullStr |
Measuring the Quality of Education and Health Services : The Use of Perception Data from Indonesia |
| title_full_unstemmed |
Measuring the Quality of Education and Health Services : The Use of Perception Data from Indonesia |
| title_sort |
measuring the quality of education and health services : the use of perception data from indonesia |
| publishDate |
2012 |
| url |
http://www-wds.worldbank.org/external/default/main?menuPK=64187510&pagePK=64193027&piPK=64187937&theSitePK=523679&menuPK=64187510&searchMenuPK=64187283&siteName=WDS&entityID=000158349_20090831132043 http://hdl.handle.net/10986/4225 |
| _version_ |
1764390489005490176 |