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Measuring the quality of education and health services : the use of perception data from Indonesia

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Author Info

  • Dasgupta, Basab
  • Narayan, Ambar
  • Skoufias, Emmanuel

Abstract

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.

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Bibliographic Info

Paper provided by The World Bank in its series Policy Research Working Paper Series with number 5033.

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Date of creation: 01 Aug 2009
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Handle: RePEc:wbk:wbrwps:5033

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Related research

Keywords: Housing&Human Habitats; Health Monitoring&Evaluation; Governance Indicators; Access to Finance; Education For All;

This paper has been announced in the following NEP Reports:

References

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  1. Abhijit Banerjee & Angus Deaton & Esther Duflo, 2003. "Wealth, health, and health services in rural Rajasthan," Working Papers 253, Princeton University, Woodrow Wilson School of Public and International Affairs, Center for Health and Wellbeing..
  2. Gregg G. Van Ryzin, 2004. "Expectations, performance, and citizen satisfaction with urban services," Journal of Policy Analysis and Management, John Wiley & Sons, Ltd., vol. 23(3), pages 433-448.
  3. Nelson, Phillip, 1970. "Information and Consumer Behavior," Journal of Political Economy, University of Chicago Press, vol. 78(2), pages 311-29, March-Apr.
  4. Lankford R. H. & Lee E. S. & Wyckoff J. H., 1995. "An Analysis of Elementary and Secondary School Choice," Journal of Urban Economics, Elsevier, vol. 38(2), pages 236-251, September.
  5. Heckman, James, 2013. "Sample selection bias as a specification error," Applied Econometrics, Publishing House "SINERGIA PRESS", vol. 31(3), pages 129-137.
  6. Samia Amin & Jishnu Das & Markus Goldstein, 2008. "Are You Being Served? New Tools for Measuring Services Delivery," World Bank Publications, The World Bank, number 6921, October.
  7. Ahmad, Junaid & Devarajan, Shantayanan & Khemani, Stuti & Shah, Shekhar, 2005. "Decentralization and service delivery," Policy Research Working Paper Series 3603, The World Bank.
  8. Bobby Duffy, 2000. "Satisfaction and Expectations: Attitudes to public services in deprived areas," CASE Papers case45, Centre for Analysis of Social Exclusion, LSE.
  9. Deichmann, Uwe & Lall, Somik V., 2003. "Are you satisfied? citizen feedback and delivery of urban services," Policy Research Working Paper Series 3070, The World Bank.
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Cited by:
  1. Jorge Martinez-Vazquez & Juan Luis Gómez-Reino, 2011. "An International Perspective on the Determinants of Local Government Fragmentation," International Center for Public Policy Working Paper Series, at AYSPS, GSU paper1121, International Center for Public Policy, Andrew Young School of Policy Studies, Georgia State University.
  2. Lewis, Maureen & Pettersson, Gunilla, 2009. "Governance in health care delivery : raising performance," Policy Research Working Paper Series 5074, The World Bank.

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