Service satisfaction among a language minority: a randomized survey experiment on the satisfaction of Swedish-speaking Finns with early childhood education

Isak Vento, Jesper Eklund, Jonas Schauman
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Abstract

Purpose

This study explores the effect of language on service satisfaction among Finland-Swedes, a national minority language group in Finland, in the context of early childhood education. Models of public service satisfaction hold standard process and outcome related factors, such as availability and quality, as drivers of the satisfaction. However, although research has shown significant variation in satisfaction between different groups of citizens (race, ethnicity, age etc.), research has largely overlooked group specific factors as explanations for the satisfaction.

Design/methodology/approach

A randomized survey experiment with a 2 × 2 × 2 factorial design analyzed the impacts of language, service accessibility, and quality on service satisfaction. The data was analyzed with ANOVA.

Findings

The results revealed that language significantly impacts Swedish speakers’ satisfaction, suggesting that for minority groups, language may override typical satisfaction determinants like quality and accessibility. Interestingly, special linguistic needs are relatively more pertinent in low-quality services than in higher-quality ones.

Originality/value

The study shows how group related factors of public service, in our case language, in an important factor explaining satisfaction with the service. The findings have implications for the literature on citizens’ satisfaction with public services with demographic and identity facets, especially in a typical Nordic welfare state.

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语言少数群体对服务的满意度:关于讲瑞典语的芬兰人对幼儿教育满意度的随机调查实验
目的 本研究探讨了语言对芬兰-瑞典(芬兰的一个少数民族语言群体)幼儿教育服务满意度的影响。公共服务满意度模型将标准的过程和结果相关因素(如可用性和质量)作为满意度的驱动因素。然而,尽管研究表明不同公民群体(种族、民族、年龄等)之间的满意度存在显著差异,但研究在很大程度上忽略了群体特定因素对满意度的解释。设计/方法/途径采用 2 × 2 × 2 因式设计的随机调查实验分析了语言、服务可及性和质量对服务满意度的影响。结果结果显示,语言对瑞典语使用者的满意度有显著影响,这表明对于少数群体而言,语言可能会优先于质量和可及性等典型的满意度决定因素。有趣的是,低质量服务中的特殊语言需求比高质量服务中的特殊语言需求更相关。原创性/价值这项研究表明,与群体相关的公共服务因素(在我们的案例中是语言)是解释服务满意度的一个重要因素。研究结果对有关公民对具有人口和身份特征的公共服务的满意度的文献具有借鉴意义,尤其是在典型的北欧福利国家。
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来源期刊
CiteScore
5.00
自引率
7.10%
发文量
32
期刊介绍: The International Journal of Public Sector Management (IJPSM) publishes academic articles on the management, governance, and reform of public sector organizations around the world, aiming to provide an accessible and valuable resource for academics and public managers alike. IJPSM covers the full range of public management research including studies of organizations, public finances, performance management, Human Resources Management, strategy, leadership, accountability, integrity, collaboration, e-government, procurement, and more. IJPSM encourages scholars to publish their empirical research and is particularly interested in comparative findings. IJPSM is open to articles using a variety of research methods and theoretical approaches.
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