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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.

The unsustainability of public-sector organizational networks: a case study of voluntary court networks

Banasik Przemysław, Odlanicka-Poczobutt Monika, Morawska Sylwia

Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska

2020

z. 148

41--53

Purpose: The purpose of this study is to identify the problem of sustainability of public-sector organizational networks on the example of common courts and what it implies for further research. Methodology: The study used qualitative research tools in the form of structured interviews. Interviews were conducted with 36 presidents and directors of common courts. After conducting and transcribing each interview, their content was analyzed to capture data related to network durability. Based on the proposed methodology, 5 elements of network sustainability were distinguished: goal continuity, reliability, communication, network capability, fairness. Findings: It was found that the judiciary has the potential to take advantage of network cooperation mechanisms, which may involve different relationships and interactions. However, after the pilot project, voluntary court networks formed during the implementation of the project gradually dissolved, ceased to exist. The identification of the elements of network was an additional outcome of the analysis of the results of a pilot study PWP Edukacja w dziedzinie zarządzania czasem i kosztami postępowań – case management. Originality/value: Research on the networking of public organizations, and in particular common courts, is still a cognitive gap. The results of research carried out for the purposes of the article are trying to fill this gap. within the study, the causes of failures in maintaining network relationships in common orchards were identified.

Effects of ethical leadership and employee commitment on employees’ work passion

Ahadiat Ayi, Dacko-Pikiewicz Zdzisława

Polish Journal of Management Studies

2020

Vol. 21, No. 2

24--35

The aim of the current study is to examine the effects of ethical leadership and employee commitment on employee work passion. The data was collected from employees of public sector organizations currently operating in Indonesia. As a survey study, 500 self-administered questionnaires were distributed to a targeted sample. Participation in the study was volunteer by the targeted sample. Partial least square structural equation modelling (PLS-SEM) was used with the help of Smart PLS for hypotheses testing. The results of the study showed that ethical leadership and employee commitment were found to affect employee work passion significantly. This study is essential for the management of public sector organizations especially in Indonesia as it guides to increase work passion in employees with the help of both social and personal factors. By providing a safe environment for employees along with autonomy and mental security, organizations can enhance work passion.

Celem niniejszego badania jest zbadanie wpływu etycznego przywództwa i zaangażowania pracowników na pasję pracowników. Dane zostały zebrane od pracowników organizacji sektora publicznego działających obecnie w Indonezji. W ramach badania ankietowego 500 samodzielnie zarządzanych kwestionariuszy rozprowadzono wśród docelowej próby. Udział w badaniu był dobrowolny przez grupę docelową. Modelowanie równań strukturalnych metodą najmniejszych kwadratów (PLS-SEM) zastosowano za pomocą Smart PLS do testowania hipotez. Wyniki badania wykazały, że etyczne przywództwo i zaangażowanie pracowników miały znaczący wpływ na pasję do pracy pracowników. Badanie to ma zasadnicze znaczenie dla zarządzania organizacjami sektora publicznego, zwłaszcza w Indonezji, ponieważ pomaga zwiększyć pasję zawodową pracowników przy pomocy czynników społecznych i osobistych. Zapewniając bezpieczne środowisko dla pracowników wraz z autonomią i bezpieczeństwem psychicznym, organizacje mogą zwiększyć chęć do pracy.