Powiadomienia systemowe
- Sesja wygasła!
- Sesja wygasła!
- Sesja wygasła!
- Sesja wygasła!
- Sesja wygasła!
Tytuł artykułu
Autorzy
Treść / Zawartość
Pełne teksty:
Identyfikatory
Warianty tytułu
Języki publikacji
Abstrakty
The focus of this research is on assessing the perception of public service quality through a customer-centred approach. Public service quality comprises multiple factors that are prioritised differently by customers. Therefore, the study aims to conduct a literature review to identify the primary quality dimensions of public services and evaluate the heterogeneity of their perception within the context of Lithuania. The research measures the user perceptions of public service quality. The literature review allowed for identifying service quality indicators and grouping them into dimensions based on unifying characteristics. Such identification of service quality dimensions grounded the research methodology. An adapted SERVQUAL model was used to analyse data collected by a survey to interview customers of Lithuanian public service organisations. Logit and probit models were applied to examine the effect of sociodemographic characteristics and the type of service on customer perceptions of different quality aspects of the provided public services. Explored heterogeneity of attitudes and detailed analysis of socio-demographic factors revealed that women with higher education are the most satisfied users of public services, while less educated men usually have a negative attitude towards the quality of public services. The study confirmed that marital status and income level are not related to customer satisfaction with service quality. Although gender, age, family size, education level, and employment status explain heterogeneity in customer satisfaction, they still account for only a small amount of variance compared to the place of residence and type of service. The study is a significant contribution to the field of service engineering as it introduces a systematic approach to the development of service quality, incorporating models and methods that enable the assessment of service quality and efficiency. The literature review has identified several research gaps related to public service quality, including a lack of research on general public services and areas such as tourism, real estate management, fire protection and rescue.
Rocznik
Tom
Strony
96--116
Opis fizyczny
Bibliogr. 71 poz., tab., wykr.
Twórcy
autor
- Mykolas Romeris University, Lithuania
autor
- Mykolas Romeris University, Lithuania
autor
- Mykolas Romeris University, Lithuania
autor
- Mykolas Romeris University, Lithuania
autor
- Mykolas Romeris University, Lithuania
- Mykolas Romeris University, Lithuania
Bibliografia
- Akil, S. R., Soemaryani, I., Hilmiana, H., & Joeliaty, J. (2022). Enhancement of Innovation and Performance in the Public Sector: Does Collaboration Matter? Quality-Access to Success, 23(187), 13-22. doi: 10.47750/QAS/23.187.02
- Al Hosani, K., van Ewijk, A., & Hussain, M. (2021). Determinants of employee creative behavior in the UAE public sector. International Journal of Productivity and Performance Management [Preprint]. doi: 10.1108/IJPPM-11-2020-0601
- Aladwan, S., & Alshami, S. (2021). The impact of service excellence and service innovation on organisational reputation: quantitative evidence from Jordanian public sector. TQM Journal, 33(6), 1544-1560. doi: 10.1108/TQM-05-2020-0117
- AlShehail, O., Khan, M., & Ajmal, M. (2022). Total quality management and sustainability in the public service sector: the mediating effect of service innovation. Benchmarking - an International Journal, 29(2), 382- 410. doi: 10.1108/BIJ-08-2020-0449
- AlZawati, O., Alsyouf, I., & Bashir, H. (2020). An exploratory study of common issues and key differences between the European Foundation for Quality Management and the United Arab Emirates Public Sector Excellence Model: public sector organisation results. International Journal of System Assurance Engineering and Management, 11(6), 1156-1169. doi: 10.1007/ s13198-020-00965-0
- Andersson, F., Jordahl, H., & Josephson, J. (2019). Outsourcing Public Services: Contractibility, Cost, and Quality. Cesifo Economic Studies, 65(4), 349-372. doi: 10.1093/cesifo/ifz009
- de Aquino, J., de Melo, F., Jeronimo, T., & de Medeiros, D. (2019). Evaluation of Quality in Public Transport Services: The Use of Quality Dimensions as an Input for Fuzzy TOPSIS. International Journal of Fuzzy Systems, 21(1), 176-193. doi: 10.1007/s40815-018-0524-1
- Aragao, J., & Fontana, M. (2022). Guidelines for public sector managers on assessing the impact of outsourcing on business continuity strategies: a Brazilian case. Journal of Global Operations and Strategic Sourcing [Preprint]. doi: 10.1108/JGOSS-07-2021-0051
- Araujo, V., & Franca, S. (2021). Evaluation of the efficiency of the 5S methodology in the Public Sector: survey applied in a Military Organization. Navus-Revista de Gestao e Tecnologia, 11. doi: 10.22279/navus.2021.v11.p01-27.1451
- Balasubramanian, S., Al-Ahbabi, S., & Sreejith, S. (2019). Knowledge management processes and performance. The impact of ownership of public sector organizations. International Journal of Public Sector Management, 33(1), 1-21. doi: 10.1108/IJPSM-05-2019-0131
- Barrios-Ipenza, F., Calvo-Mora, A., Criado-García, F., & Curioso, W. (2021). Quality Evaluation of Health Services Using the Kano Model in Two Hospitals in Peru. International Journal of Environmental Research and Public Health, 18(11). doi: 10.3390/ijerph18116159
- Besley, T., & Malcomson, J. (2018). Competition in public service provision: The role of not-for-profit providers. Journal of Public Economics, 162, 158-172. doi: 10.1016/j.jpubeco.2018.04.004
- Bubalo, T., Rajsman, M., &Skorput, P. (2022). Methodological Approach for Evaluation and Improvement of Quality Transport Service in Public Road Passenger Transport. Tehnicki Vjesnik-Technical Gazette, 29(1), 139-148. doi: 10.17559/TV-20201031104641
- Chaluvadi, S., Raut, R., & Gardas, B. (2018). Measuring the performance efficiency of banks in a developing economy: The case study of Indian public sector vs private sector. Benchmarking-an International Journal, 25(2), 575-606. doi: 10.1108/BIJ-10-2016-0157
- Chica-Olmo, J., Gachs-Sanchez, G., & Lizarraga, C. (2018). Route effect on the perception of public transport services quality. Transport Policy, 67, 40-48. doi: 10.1016/j.tranpol.2017.03.024
- Chien, N., & Thanh, N. (2022). The Impact of Good Governance on the People’s Satisfaction with Public Administrative Services in Vietnam. Administrative Sciences, 12(1). doi: 10.3390/admsci12010035
- Chin, M., Sivasampu1, S., Wijemunige, N., Rannan-Eliya, R., & Atun R. (2020). The quality of care in outpatient primary care in public and private sectors in Malaysia. Health Policy and Planning, 35(1), 7-15. doi: 10.1093/heapol/czz117.Dandis, A., Jarrad, A., Joudeh, J., Mukattash, I., & Hassouneh, A. (2022). The effect of multidimensional service quality on word of mouth in university on-campus healthcare centers. TQM Journal, 34(4), 701-727. doi: 10.1108/TQM-12-2020-0295
- Demircioglu, M., & Audretsch, D. (2019). Public sector innovation: the effect of universities. Journal of Technology Transfer, 44(2), 596-614. doi: 10.1007/s10961- 017-9636-2
- Drobotowicz, K., Kauppinen, M., & Kujala, S. (2021). Trustworthy AI Services in the Public Sector: What Are Citizens Saying About It? Requirements Engineering: Foundation for Software Quality (refsq 2021), 99-115. doi: 10.1007/978-3-030-73128-1_7
- Fletcher, J. (2018). Opportunities for Lean Six Sigma in public sector municipalities. International Journal of Lean Six Sigma, 9(2), 256-267. doi: 10.1108/IJLSS-07-2017-0086
- Furqan, A., Wardhani, R., Martani, D., & Setyaningrum, D.(2020). The effect of audit findings and audit recommendation follow-up on the financial report and public service quality in Indonesia. International Journal of Public Sector Management, 33(5), 535-559. doi: 10.1108/IJPSM-06-2019-0173
- Gavahi, S., Hosseini, S., & Moheimani, A. (2022). An application of quality function deployment and SERVQUAL approaches to enhance the service quality in radiology centres. Benchmarking-an International Journal [Preprint]. doi: 10.1108/BIJ-07-2021- 0411
- Greenwood, M., & Zhan, R. (2019). Audit Adjustments and Public Sector Audit Quality. Abacus-a Journal of Accounting Finance and Business Studies, 55(3), 511- 534. doi: 10.1111/abac.12165
- Harviainen, J., Ekstrom, M., & Ojasalo, J. (2019). Tactical Service Failure: A Case Study on Public Funding as a Marketing Issue. Journal of Nonprofit & Public Sector Marketing, 31(1), 1-19. doi: 10.1080/10495142.2018.1452826
- Hassan, S., Ansari, N., & Rehman, A. (2022). An exploratory study of workplace spirituality and employee well-being affecting public service motivation: an institutional perspective. Qualitative Research Journal, 22(2), 209-235. doi: 10.1108/QRJ-07-2021-0078
- Hassan, T., & Salem, A. (2022). Impact of Service Quality of Low-Cost Carriers on Airline Image and Consumers’ Satisfaction and Loyalty during the COVID-19 Outbreak. International Journal of Environmental Research and Public Health, 19(1). doi: 10.3390/ijerph19010083
- He, Q., Li, Q., & Chen, J. (2022). Study on the improvement of medical’, service quality in Beijing’s Tianqiao Community Health Service Centre, Engineering Management in Production and Services, 14(4).
- Houria, B., & Fares, B. (2019). The quality of service in urban public transport in Algeria. International Journal of Quality and Service Sciences, 11(4), 559-575. doi: 10.1108/IJQSS-11-2017-0107
- Imran M., Robina-Ramírez R., & Awais M. (2022). Empirical investigation of public service performance improvement factors. Polish Journal of Management Studies, 26(2), 189-208.
- Jemeljanenko, A. (2018). Risk management in the educational sector of Latvia. Human, Technologies and Quality of Education, 7-14. doi: 10.22364/ htqe.2018.01
- Javed, S., & Ilyas, F. (2018). Service quality and satisfaction in healthcare sector of Pakistan the patients’ expectations’. International Journal of Health Care Quality Assurance, 31(6), 489-501. doi: 10.1108/IJHCQA-08-2016-0110
- Kelly, S., Marshall, D., Walker, H., & Israilidis, J.(2021). Supplier satisfaction with public sector competitive tendering processes. Journal of Public Procurement, 21(2), 183-205. doi: 10.1108/JOPP-12-2020-0088
- Kim, G. (2020). The Effect of Quality Management and Big Data Management on Customer Satisfaction in Korea’s Public Sector. Sustainability, 12(13). doi: 10.3390/su12135474
- Klein, L., Vieira, K., Russowsky Marçal D., & Pereira, J. (2022). Lean management practices perception and their influence on organizational performance in a public Higher Education Institution. TQM Journal [Preprint]. doi: 10.1108/TQM-11-2021-0311
- Kondrotaitė, G. (2012). Evaluation of the Quality of Public Services in Lithuanian Municipalities. Intellectual Economics, 3(15), 393-411.
- Koronios, K., Kriemadis, A., & Papadopoulos, A. (2019). Exploring service quality and its customer consequences in the sports spectating sector. Journal of Entrepreneurship and Public Policy, 8(1), 187-206. doi: 10.1108/JEPP-03-2019-107
- Kriel, Y., Milford, C., Cordero, J., Suleman, F., Steyn, P., & Smit, J. (2021). Quality of care in public sector family planning services in KwaZulu-Natal, South Africa: a qualitative evaluation from community and health care provider perspectives. BMC Health Services Research, 21(1). doi: 10.1186/s12913-021- 07247-w
- Lapuente, V., & Van de Walle, S. (2020). The effects of new public management on the quality of public services. Governance-an International Journal of Policy Administration and Institutions, 33(3), 461-475. doi: 10.1111/gove.12502
- Li, W., Pomegbe, W., & Dogbe, C., & Novixoxo, J. (2019). Employees’ customer orientation and customer satisfaction in the public utility sector. The mediating role of service quality. African Journal of Economic and Management Studies, 10(4), 408-423. doi: 10.1108/ AJEMS-10-2018-0314
- Lim, D., & Lee, D. (2021). Non-Face-to-Face Public Services and Perceptions of Public Organizations. Sustainability, 13(21). doi: 10.3390/su132112185
- Lopez-Lemus, J. (2021). ISO 9001 and the public service: an investigation of the effect of the QMS on the quality of public service organizations. International Journal of Organizational Analysis [Preprint]. doi: 10.1108/ IJOA-05-2021-2753
- Marques, R., & Simoes, P. (2020). Revisiting the Comparison of Public and Private Water Service Provision: An Empirical Study in Portugal. Water, 12(5). doi: 10.3390/w12051477
- Meleddu, M., Pulina, M., & Scuderi, R. (2020). Public and private healthcare services: What drives the choice? Socio-economic Planning Sciences, 70. doi: 10.1016/j. seps.2019.100739
- Mu, Q., Guo, P., & Wang, D. (2022). Optimal Subsidy Support for the Provision of Elderly Care Services in China Based on the Evolutionary Game Analysis. International Journal of Environmental Research and Public Health, 19(5). doi: 10.3390/ijerph19052800
- Mulinari, P. (2018). A New Service Class in the Public Sector? The Role of Femonationalism in Unemployment Policies. Social Inclusion, 6(4), 36-47. doi: 10.17645/ si.v6i4.1575
- Nor, R., Gani, A., Saleh, C., & Amin, F. (2022). Organizational commitment and professionalism to determine public satisfaction through good governance, public service quality, and public empowerment. International Review on Public and Nonprofit Marketing, 19(1), 191-217. doi: 10.1007/s12208-021-00297-0
- Ocampo, L., Alinsub, J., Casulb, R., Enquigb, G, Luarb, M., Panuncillonb., N, Bongoc, M., & Ocampo, C. (2019). Public service quality evaluation with SERVQUAL and AHP-TOPSIS: A case of Philippine government agencies. Socio-economic Planning Sciences, 68. doi: 10.1016/j.seps.2017.12.002
- Parasuraman, A., Zeithaml, V.A., & Berry, L. L. (1985). A Conceptual Model of Service Quality and Its Implications for Future Research.
- Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality’, Journal of Retailing [Preprint].
- Pedrosa, G., Kosloski, R., de Menezes, V., Iwama, G., da Silva, W., & Figueiredo, R. (2020). A Systematic Review of Indicators for Evaluating the Effectiveness of Digital Public Services. Information, 11(10). doi: 10.3390/info11100472
- Pereira, M., Filho, F., Lima, P., Tabak, B., & Constantino, M. (2022). Sanitation and water services: Who is the most efficient provider public or private? Evidences for Brazil. Socio-economic Planning Sciences, 79. doi: 10.1016/j.seps.2021.101149
- Ramakrishnan, S., Wong, M., Chit, M., & Mutum, D.(2022). A conceptual model of the relationship between organisational intelligence traits and digital government service quality: the role of occupational stress. International Journal of Quality & Reliability Management, 39(6), 1429-1452. doi: 10.1108/IJQRM-10-2021-0371
- Rastoka, J., Petkovic, S., & Radicic, D. (2022). Impact of Entrepreneurship on the Quality of Public Health Sector Institutions and Policies. International Journal of Environmental Research and Public Health, 19(3). doi: 10.3390/ijerph19031569
- Rodgers, B., Antony, J., & Penman, D. (2019). A critical evaluation of the public sector improvement framework. International Journal of Lean Six Sigma, 11(2), 398-403. doi: 10.1108/IJLSS-11-2018-0128
- Rojikinnor, R., Gani, A., Saleh, C., & Amin, F. (2020). Entrepreneurship Determines Public Empowerment through Good Governance and Public Service Quality. Journal of Asian Finance Economics and Business, 7(11), 491-497. doi: 10.13106/jafeb.2020.vol7.no11.491
- Shi, Y., & Cheng, Y. (2021). Nonprofit-as-supplement: Examining the Link Between Nonprofit Financial Support and Public Service Quality. Voluntas, 32(1), 28- 44. doi: 10.1007/s11266-020-00302-w
- Solino, A. (2019). Sustainability of Public Services: Is Outsourcing the Answer? Sustainability, 11(24). doi: 10.3390/su11247231
- Sun, Z., & Li, J. (2020). The Effects of Performance of Public Sector Health System on Quality of Life in China: Evidence from the CGSS2015. International Journal of Environmental Research and Public Health, 17(8). doi: 10.3390/ijerph17082896
- Szpilko, D., Szydło, J., & Winkowska, J. (2020). Social Participation of City Inhabitants Versus Their Future Orientation. Evidence From Poland. WSEAS Transactions on Business and Economics, 17, 692-702. doi: 10.37394/23207.2020.17.67
- Tanny, T., & Zafarullah, H. (2022). Performance Values, Service Delivery and Citizen Satisfaction: A Study of Institutional Trust in Bangladesh. Public Organzation Review [Preprint]. doi: 10.1007/s11115-021-00599-1
- Tubillejas-Andres, B., Cervera-Taulet, A., & Garcia, H. (2019). Feeling emotions in the public performing arts sector: does gender affect? International Review on Public and Nonprofit Marketing, 16(1), 1-22. doi: 10.1007/s12208-018-0216-4
- Tukiran, M., Ghufron, N., Sunaryo, W., Rusli, Z. I., & Dali¬lah, E. (2022). Public sector management: indispensable facilitating factors in sculpting organisational ambidexterity. Polish Journal of Management Studies, 25(1), 425-440.
- Uvenc, G., & Kulluk, S. (2020). Measurement of service quality in public transportation: Definition of performance measurement system in service quality. Pamukkale University Journal of Engineering Sciences, 26(4), 737-748. doi: 10.5505/pajes.2020.75032
- Verma, P., Kumar, S., & Sharma, S. (2022). Evaluating the total quality and its role in measuring consumer satisfaction with e-healthcare services using the 5Qs model: a structure equation modeling approach. Benchmarking-an International Journal, 29(1), 22-46. doi: 10.1108/BIJ-09-2020-0467
- Vilke, J., & Vilkas, M. (2018). Discussing municipal performance alternatives: Public perceptions of municipal services delivery in Lithuania. International Journal of Public Sector Management, 31(4), 525-542. doi: 10.1108/IJPSM-01-2017-0011
- Waibel, S., Aevermann, T., & Rueger, H. (2018). International mobility and well-being of public sector expatriates: The role of family formation and gender. Journal of Global Mobility-the Home of Expatriate Management Research, 6(2), 158-177. doi: 10.1108/JGM-10-2017-0043
- Walsh, H., Nevalainen, J., Saari, T., Uusitalo, L., Näppilä, T., Rahkonen, O., & Erkkola, M. (2022). Food insecurity among Finnish private service sector workers: validity, prevalence and determinants. Public Health Nutrition, 25(4), 829-840. doi: 10.1017/S1368980022000209
- Wang, C., & Teo, T. (2020). Online service quality and perceived value in mobile government success: An empirical study of mobile police in China. International Journal of Information Management, 52. doi: 10.1016/j.ijinfomgt.2020.102076
- Westrup, U. (2018). The potential of service-dominant logic as a tool for developing public sector services: A study of a Swedish case. International Journal of Quality and Service Sciences, 10(1), 36-48. doi: 10.1108/IJQSS-02-2016-0013
- Witesman, E., Silvia, C., & Child, C. (2022). The Enduring Role of Sector: Citizen Preferences in Mixed Markets. Journal of Public Administration Research and Theory [Preprint]. doi: 10.1093/jopart/muac005
- Yarmak, V., & Rollnik-Sadowska, E. (2022). Research themes on the quality of public services exemplified by healthcare services — a bibliometric analysis, Engineering Management in Production and Services, 14(2), 82-94.
Typ dokumentu
Bibliografia
Identyfikator YADDA
bwmeta1.element.baztech-9d27bbc9-3324-4d0b-af37-c6a3b2d8cce5