A Reference Model of Public Institutions’ Quality Practices, Citizens’ Satisfaction and Performance Quality

Abstract

In recent years improving public services quality by using quality management methods became one of the most important quality initiatives in Lithuanian public sector. Public institutions have a great challenge to ensure a high level quality focusing on the citizens' requirements, processes, innovation and environment as well. However, the relations of public institutions' quality dimensions do not receive a lot of attention from research community and practitioners. This paper complements Lithuanian public institutions service quality area and its relationship with citizen satisfaction and adds an example of the operationalization of different dimensions of public institutions performance quality. Using secondary data along with methodological measurement, this paper provides representative information about citizens' perceptions about the influence of public institutions quality improvement actions on citizen satisfaction and public institution's performance quality. Research findings present the importance of citizens' satisfaction survey results as a possibility to find service quality improvement areas by using different quality management practices as well as to increase citizens' satisfaction on perceived service quality. Developed and explored reference model integrates different relationships between public institutions' quality practices and infrastructure quality, and application waiting time and information quality. Moreover, the relationship between public institutions performance quality and public institutions' quality practices shows the importance of continuous improvement initiatives. Reference model tested on the secondary statistical data presents evidence and provides informative results in order to take effective decisions.

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