Measuring the Quality of Education and Health Services: The Use of Perception Data from Indonesia

55 Pages Posted: 20 Apr 2016

See all articles by Basab Dasgupta

Basab Dasgupta

World Bank

Ambar Narayan

World Bank, Poverty Global Practice

Emmanuel Skoufias

World Bank

Date Written: August 1, 2009

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.

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

Suggested Citation

Dasgupta, Basab and Narayan, Ambar and Skoufias, Emmanuel, Measuring the Quality of Education and Health Services: The Use of Perception Data from Indonesia (August 1, 2009). World Bank Policy Research Working Paper No. 5033, Available at SSRN: https://ssrn.com/abstract=1471131

Basab Dasgupta (Contact Author)

World Bank ( email )

1818 H Street, NW
Washington, DC 20433
United States

Ambar Narayan

World Bank, Poverty Global Practice ( email )

1818 H Street, NW
Washington, DC 20433
United States

Emmanuel Skoufias

World Bank ( email )

1818 H Street, NW
Washington, DC 20433
United States

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