Exploring Beneficiary Satisfaction: How to Measure Satisfaction of Humanitarian Efforts.

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Speakers

Prof Ruth Banomyong (Thammasat Business School)

Dr Tay Huay Ling (Singapore University of Social Sciences)

Description

The purpose of this session is to discuss the issue of humanitarian organizations' service performance. In the session a humanitarian service performance framework (HUMSERVPERF) will be introduced.

HUMSERVPERF can be used to measure beneficiaries’ perceptions towards service quality and relief staff working in relief operations. Pilot testing of the framework has lead to the discovery of three types of perception gaps, related to the performance of relief operations:

(1) gap between the perceptions of the relief organization’s management and beneficiaries;

(2) gap between the perceptions of frontline staff and beneficiaries, and:

(3) gap between the perceptions of the relief organization’s management and frontline staff.

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