Measuring quality perception of public services: customer-oriented approach

• Autorzy: Butkus Mindaugas , Rakauskiene Ona Grazina , Bartuseviciene Ilona , Stasiukynas Andrius , Volodzkiene Lina , Dargenyte-Kacileviciene Laura

Identyfikatory

DOI

10.2478/emj-2023-0015

• Języki publikacji: EN

Abstrakty

EN

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.

Słowa kluczowe

EN

public sector; public sector organizations; public services; service quality; SERVQUAL model; logit model; probit model

PL

sektor publiczny; organizacje sektora publicznego; usługi publiczne; jakość usług; model SERVQUAL; model logitowy; model probitowy

• Wydawca: Oficyna Wydawnicza Politechniki Białostockiej
• Czasopismo: Engineering Management in Production and Services
• Rocznik: 2023
• Tom: Vol. 15, no. 2
• Strony: 96--116
• Opis fizyczny: Bibliogr. 71 poz., tab., wykr.

Twórcy

autor

Butkus Mindaugas

• Mykolas Romeris University, Lithuania

• https://orcid.org/0000-0003-2381-5440

autor

Rakauskiene Ona Grazina

• Mykolas Romeris University, Lithuania

• https://orcid.org/0000-0002-6151-3104

autor

Bartuseviciene Ilona

• Mykolas Romeris University, Lithuania

• https://orcid.org/0000-0001-6260-9370

autor

Stasiukynas Andrius

• Mykolas Romeris University, Lithuania

• https://orcid.org/0000-0002-2937-241X

autor

Volodzkiene Lina

• Mykolas Romeris University, Lithuania

• https://orcid.org/0000-0002-0914-1905

autor

Dargenyte-Kacileviciene Laura

• Mykolas Romeris University, Lithuania

• https://orcid.org/0000-0002-8552-8829

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