New Public Management: Promote the Public Sector Modernization Through Service Quality. Current Experiences and Future Challenges

Kakouris, Andreas P.; Meliou, Elina

doi:10.1007/s11115-010-0134-3

Cited by 20 publications

(11 citation statements)

References 68 publications

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“…The main thrust of information drawn from the findings of this study is that the quality of the service provided to Greek Farmers by the MRDF is dependent on improving the human aspect of quality, and basically, skills that have to do with communication, their attitude and, in general, with the social skills of the employees and not so much with their knowledge level or the ministry's facilities. Lack of communication between consumers and service providers, has already been assigned to the "bureaucratic labyrinth" characteristic of the Greek public administration system (Kakouris and Meliou, 2011).…”

Section: Discussionmentioning

confidence: 99%

“…The SERVQUAL instrument has been widely used to measure service quality in different countries, cultures and sectors such as: health sector (Kilbourne et al, 2004); retail trade (Naik et al, 2010); banking sector (Lam, 2002); hotels (Mey et al, 2006); sports (Kouthouris and Alexandris, 2005); telecommunications (van derWal et al, 2002); information systems (Carr, 2002); and for insurance companies (Gayathri et al, 2005). At the same time, there is a plethora of researches and studies examining the Greek public service quality in sectors such as the Citizen's Service Centers (Chatzoglou et al, 2013), the public hospitals (Karassavidou et al, 2009), the public social insurance system (Papanikolaou and Zygiaris, 2012), the public financial services (Kakouris and Meliou, 2011), the higher education (Zafiropoulos and Vrana, 2008) and even the Hellenic police (Boudouris et al, 2007). Nevertheless, there is no evidence in the literature on studies for the Greek MRDF or similar public services for farmers in Europe.…”

Section: Measuring Service Quality -Methodologymentioning

confidence: 99%

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Measuring service quality of the Greek Ministry of Agriculture

Kontogeorgos

Tselempis

Aggelopoulos

2014

Measuring Business Excellence

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Purpose – The purpose of this paper is mainly to investigate how Greek Farmers perceive service quality provided by the Greek Ministry of Agriculture and secondly, to confirm the five quality dimensions proposed by the SERVQUAL instrument for the Ministry’s service. Design/methodology/approach – A questionnaire based on the SERVQUAL scale, was used to determine farmers’ perceptions of service quality in the area of central Macedonia in Greece. A total of 245 completed questionnaires were collected. Findings – The analysis has shed some light on the quality gaps for the services provided by the Greek Public sector, suggesting that there is scope for improvement strategies. The results revealed a three-dimensional structure instead of the five dimensions of the SERVQUAL instrument. “Social skills” of the human factor were revealed as being the most critical dimension of quality. Practical implications – This paper provides guidelines for policymakers to develop strategies to identify service quality gaps, while the decrease of such gaps could result in the public services’ improvement. Originality/value – The current study is the first attempt to measure farmers’ perceptions of the service provided by the Greece ministry of Rural Development and Food. Secondly, this study provides additional evidence that the modification of the SERVQUAL scale could be used in different service sectors and cultures.

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Section: Discussionmentioning

confidence: 99%

Section: Measuring Service Quality -Methodologymentioning

confidence: 99%

Measuring service quality of the Greek Ministry of Agriculture

Kontogeorgos

Tselempis

Aggelopoulos

2014

Measuring Business Excellence

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“…It was observed that mean value of macro variable "Improved Situation" is better in PSP. This is apparently due to better environmental conditions such as proper "Seating arrangements" (Cavana et al, 2007;Kakouris and Meliou, 2010), "Air conditioned and clean environment" (Yusoff et al, 2008;Islam et al, 2014), "Availability of drinking water" (DeitY, 2008;Chatzoglou et al, 2013) and "Provision of feedback" (Satapathy, 2014;Osman et al, 2014;Suri and Sushil, 2016). The mean value of "Capability Level of Actors" was also found better in PSP which may be due to better "Communication skills" (Parasuraman et al, 1988;Cavana et al, 2007) and "Service orientation" of employees (Bharwani and Jauhari, 2013;Al-Borie and Damanhouri 2013), better knowledge and punctuality of employees at service counters (Cavana et al, 2007;Kakouris and Meliou, 2010).…”

Section: Situation-actor-process Variablesmentioning

confidence: 99%

Measuring public value of e-governance projects in India: citizens’ perspective

Gupta

Suri

2017

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Purpose Most of the existing studies in e-governance context have attempted to measure public value of projects in terms of quality of services provided, cost effectiveness of public organizations and extent to which public organizations are able to meet their social objectives. However, it is also important to explore variables influencing public value to pursue for attaining high public value from such projects. This paper aims to attempt to explore such variables based on Situation-Actor-Process (S-A-P) framework. In India, physical presence of citizens is still required at many public centers established for delivering a variety of government services. A citizen at the time of his visit to a public service center faces a situation, deals with different actors and is subjected to a set of processes. At the end of the service cycle, the citizen develops a perception about public value of the e-governance project. The paper aims at exploring the likely influence of “Improved Situation”, “Capability Level of Actors” and “Flexible Process Workflow” on “Public Value” of e-governance projects. Design/methodology/approach On the basis of a review of literature, variables likely to be influencing public value have been identified in terms of situation, actors and processes. A questionnaire was designed, and a survey conducted to measure public value and S-A-P-related variables in the context of two e-governance projects, namely, Passport Seva Project and Driving License Project in India. Survey data have been analyzed to study the influence of S-A-P-related variables on the public value of e-governance projects. Learning issues have been synthesized in terms of implications for practitioners as well as researchers for enhancing public value of e-governance projects. Findings The study has revealed that a citizen-centric e-governance project with observed high value of conceptualized S-A-P variables is expected to be characterized by high public value. The analysis has also reflected upon a need for an in-depth study to explore empirically validated linkages between S-A-P variables and public value of e-governance projects. Research limitations/implications The paper is based on a pilot study in the context of two citizen-centric e-governance projects. It is required to study more such projects for the purpose of validating the proposed framework and arriving at generalized findings. Practical implications The study results are expected to sensitize practitioners to keep in view conceptualized variables related to situation, actors and processes while planning for citizen-centric e-governance projects. This may result in improved situation at the public service centers, better performance of employees and more flexible processes which may further help to increase the public value of such projects. Practical implications E-governance projects can perform a vital role in improving public value. In the context of India, a key objective of e-governance projects is to improve the service delivery of citizen-centric projects. The findings of the pilot study, based on the select two citizen-centric e-governance projects in India, reflect upon the likely relationship between public value and S-A-P variables. Thrust on improving situational aspects, as conceptualized in this study, is expected to improve comfort level of citizens while taking benefit of IT enabled services of government organizations. Better capability of actors at public organizations is likely to build trust and confidence among citizens toward these services. Adoption of flexible processes by public organizations is expected to ensure seamless delivery of services to citizens through alternate options. Enhanced delivery of services satisfies the need for improved public value and create positive attitude among society toward public organizations. It contributes to satisfaction level of citizens in terms of saving of time, money and efforts. Originality/value A review of literature has revealed a few studies undertaken in recent past with focus on measurement of public value in e-governance context. This paper is based on a novel idea of exploring the likely relationship between conceptualized S-A-P-related variables and public value of citizen-centric e-governance projects. Recommendations based on learning issues are expected to trigger suitable interventions to generate high public value from such projects.

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“…Nowadays, public administration is expected to keep improving its service (Holzer et al, 2009;Kakouris and Meliou, 2011). To meet this challenge, new management methods are being developed (Brinkerhoff and Wetterberg, 2013;Guenoun et al, 2016).…”

Section: Introductionmentioning

confidence: 99%

ISO 9001 quality management systems in local government institutions in Poland: past, present and future

Ćwiklicki

Pilch

Żabiński

2019

International Review of Administrative Sciences

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The aim of this article is to identify and assess the development of ISO 9001 Quality Management System applications in Polish local government institutions in the years 1999–2015. We conduct our analysis on the basis of a questionnaire survey carried out among local government institutions in 2015 (with 77% rate of response). We prove that the ISO 9001 Quality Management System is dominant in Polish local government institutions and we show that its implementations were geographically concentrated and dependent on the size of the local government institution. Points for practitioners Smaller local government institutions (especially from rural municipalities) require financial support and the proper preparation of employees and training in order to implement the ISO 9001 Quality Management System. The ISO 9001 Quality Management System is the first step in moving towards an integrated management system. The implementation of alternative management improvement solutions decreases interest in implementing the ISO 9001 Quality Management System and obtaining certification.

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New Public Management: Promote the Public Sector Modernization Through Service Quality. Current Experiences and Future Challenges

Abstract: New Public Management, Service, Quality, SERVQUAL, IPA, Inland Revenue office, Greece,

Cited by 20 publications

References 68 publications

Measuring service quality of the Greek Ministry of Agriculture

Measuring service quality of the Greek Ministry of Agriculture

Measuring public value of e-governance projects in India: citizens’ perspective

ISO 9001 quality management systems in local government institutions in Poland: past, present and future

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