Towards a conceptual model for assessing the quality of public services

Carvalho, Cláudia; Brito, Carlos; Cabral, José

doi:10.1007/s12208-010-0046-5

Cited by 22 publications

(19 citation statements)

References 95 publications

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“…Assessing the quality of public services, by the nature of the public services environment, is just difficult (Donnelly et al, 2006). However, there is now a rich body of scholarship applying service quality measures to the delivery of public services (Carvalho, Brito, & Cabral, 2010;Wisniewski, 2001b;. The early applications were not all satisfactory.…”

Section: Multidimensionalitymentioning

confidence: 99%

Investigation of Judicial Service Quality and Customer Satisfaction: The Case of Dire Dawa City Courts, Ethiopia

Desta¹

2019

JLPG

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This study is conducted to examine Courts Quality Service, Service Delivery and Customer Satisfaction in City Courts. The study was used the primary and secondary source of data and data was collected from 282 sample through a survey questionnaire. Different descriptive statistics, Chi-Squared test, SERVQUAL Model, and logistic regression were used to carry out the research. From 282 study participants, 216 (77%) were males and 66 (23%) were females. The SERVQUAL result depicted that responsiveness is the most important factor to have a positive and significant effect on customer satisfaction followed by reliability, assurance, empathy, and tangibility. The overall satisfaction analysis result showed that 73% customers were satisfied by the City courts service. From the logistic regression, the City Courts are provide more service on the reliability dimension, assurance dimension, and minimizing of visiting frequency to the customer would increase the satisfaction of customer. Conferring inclusive jurisdictional power that stands by itself and Establishing Cassation Bench in Appellate Court of the City resolves the problems of dissatisfaction of Courts service delivery.

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Section: Multidimensionalitymentioning

confidence: 99%

Investigation of Judicial Service Quality and Customer Satisfaction: The Case of Dire Dawa City Courts, Ethiopia

Desta¹

2019

JLPG

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“…They are mainly focusing on the pragmatic quality (Hassenzahl, 2010), which primarily targets the system's characteristics to foster the individual work performance, i.e., the perceived usefulness and the perceived ease of use (for an extensive overview see Carvalho et al, 2010).…”

Section: Motivation and Backgroundmentioning

confidence: 99%

Designing IT-Support For Citizen Advisory Services: A Self-Determination Theory Perspective

Giesbrecht¹,

Pfister²,

Schwabe³

2013

e-Service Journal

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In public advisory services, the individual's satisfaction depends less on extrinsic factors (e.g., monetary rewards) than on their inner needs fulfillment. Currently used IT-systems supporting citizen advisory services neglect these intrinsic needs of their users, hence insufficiently fostering their satisfaction. In this article, we aim to close this gap by assessing the design requirements needed to develop valueadded IT-systems supporting citizen advisory services. We argue that previous developments of design requirements for correspondent IT-systems neglect the users' motives and focus merely on their actions. We thus refer to self-determination theory as a theoretical lens to analyze current literature on how to design adequate IT-systems fostering users' basic needs. In doing so, we introduce design goals and demonstrate to what extent they are fulfilled when these design requirements are implemented in a realworld IT-system that supports citizen advisory services. We follow a design science approach, in which the previously elaborated requirements are implemented in a software prototype, and are then evaluated qualitatively in two user studies with real-world advisors and citizens to assess their suitability relative to the design goals. Our results show that this approach promises to reveal the design requirements that matter in citizen counseling, signifying an important step toward developing a conceptual IT systems design theory.Posted at the Zurich Open Repository and Archive, University of Zurich ZORA URL: https://doi.org/10.5167/uzh-97302 Accepted Version Originally published at: Giesbrecht, Tobias; Pfister, Joachim; Schwabe, Gerhard (2013). Designing IT-support for citizen advisory services: A self-determination theory perspective. e-Service Journal, 9(1):60-84. DESIGNING IT-SUPPORT FOR CITIZEN ADVISORY SERVICES:A SELF-DETERMINATION THEORY PERSPECTIVE MOTIVATION AND BACKGROUNDIT-enabled work practices are commonly used in public administration's front and back offices, and continue to flourish due to numerous e-government initiatives. Despite all self-service offers put forward by the different governments worldwide, the personal service encounter of citizens with their government represented by public employees is still of immense importance. In this context, appropriate IT-based support has to keep up with the changing needs of the citizens and with the continuous modernization of the public administration.In this article, we focus on face-to-face counseling services, where citizens seek advice from public administration's employees to resolve their government-related issues when they enter a novel life circumstance e.g., expecting a child or moving into a new town. We refer to this face-to-face counseling encounter between a citizen and a public administration's employee as citizen advisory service. Citizens, which call upon these services, aspire to holistically enhance their current social situation, e.g., expecting a child or moving into a new town. They seek advice as they ofte...

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“…NPM, among others, 'stresses private-sector styles of management practice' (Hood, 1991: 5), emphasising responsiveness and a change towards treating citizens as customers (Clarke et al, 2007;De Ara ujo, 2001;Vigoda, 2002). In this context, the issue of quality and its measurement (Carvalho et al, 2010), and, more broadly, of quality management, arises.…”

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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Towards a conceptual model for assessing the quality of public services

Cited by 22 publications

References 95 publications

Investigation of Judicial Service Quality and Customer Satisfaction: The Case of Dire Dawa City Courts, Ethiopia

Investigation of Judicial Service Quality and Customer Satisfaction: The Case of Dire Dawa City Courts, Ethiopia

Designing IT-Support For Citizen Advisory Services: A Self-Determination Theory Perspective

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

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