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Measuring quality perception of public services: customer-oriented approach

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

Engineering Management in Production and Services

2023

Vol. 15, no. 2

96--116

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.

Study on the improvement of medical service quality in Beijing’s Tianqiao Community Health Service Centre

He Qiong, Li Qixiao, Chen Jindong

Engineering Management in Production and Services

2022

Vol. 14, no. 4

61--76

Within the context of the COVID-19 pandemic, community-level medical institutions as health service centres have been gaining importance in the medical reform expansion. As prior research has not fully addressed how to index and evaluate the quality of medical service, this article proposes a framework based on the service quality gap theory and the three-faceted “structure–process–outcome” quality evaluation theory. The study took the medical services at Beijing’s Tianqiao Community Health Service Centre as an example to construct an index system for medical service quality evaluations. Data was collected from 211 people, and SPSS software was used for data processing and analysis. Due to the COVID-19 pandemic, patients without serious diseases tend to choose community hospitals to reduce their infection risk. As a result, they have growing requirements for clinics to have more departments and specialists. The studied community health service centre has encountered difficulties connected to low patient expectations, a poor medical environment, outdated hardware and equipment, and a low level of medical services. Some suggestions have been made to add specialised departments and consider the convenience of medical treatment for the elderly.