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Research themes on the quality of public services exemplified by healthcare services - a bibliometric analysis

Yarmak Valiantsina, Rollnik-Sadowska Ewa

Engineering Management in Production and Services

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2022

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Vol. 14, no. 2

82--94

EN

The growing competition for customers requires constant improvement of service quality, continuously raising the importance of this matter and the significance of the entire service sector. Essentially, service quality concerns not only the private but also the public sector. Service quality in the public sector has already been widely discussed in the literature. Among research themes in the frame of public service quality, the healthcare sector attracts particular attention from researchers. Therefore, this study aimed to identify research topics on the public service quality and healthcare quality discussed in the SCOPUS database from 2012 to 2022. A bibliometric technique and the VOSviewer software were used to analyse over 25 000 articles on public service and healthcare service published over ten years. As a result, a total of ten research themes were set up, five in the healthcare sector and five in the public sector, which were linked using keywords and presented on maps. The identified research themes demonstrate the most popular research directions and indicate research gaps related to the subject.

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Czy przedsiębiorstwa funkcjonujące w UE wykorzystują publiczne usługi wspomagające innowacje?

Baruk J

Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska

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2014

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z. 73

23--34

PL

Celem artykułu jest próba odpowiedzi na pytanie: w jakim stopniu menedżerowie przedsiębiorstw są zainteresowani współpracą z organizacjami publicznymi pod kątem wykorzystania świadczonych przez te organizacje usług? Wyniki badań kwestionariuszowych wskazują, że powszechność wykorzystania tych usług jest stosunkowo niewielka i zróżnicowana w poszczególnych krajach członkowskich. Jedną z możliwych przyczyn takiego stanu jest niewłaściwa koncepcja zarządzania przedsiębiorstwami.

EN

The aim of this publication was an attempt to answer on the following question: to how degree are managers of the enterprises interested in the cooperation with public organizations in the scope of using services offered by these organizations? The results of the questionnaire researches showed that commonness of using of these services was comparatively little and diverse in the particular Member States. Improper conception of the management in enterprises was one of possible reasons of this situation.

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Jakość usług w administracji publicznej

Papaj T.

Problemy Jakości

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2002

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R. 34, nr 9

7-11

EN

The question of quality assurance in the public services is more and more important, specially for Poland, in consideration of its integration to the European Union countries. It is one of the natural adaptive elements, although not obligatory ones. In the analysis is necessary to distinguish the sector of public services and the public administration itself. In the first one, the important part of such relations form individual customers, suppliers, competitors, new emerging companies (organizations) ans so called substitutional products, according to the M. Porter determination. In the second one, in respect to the public services again, is very difficult to find correct substitutes. But the public administration play the superior role on the sector of public services, fulfilling in the same time the tasks belonging to services, acting for local and regional inhabitants or for other customers. The quality of those activities is very important for all parts interested, because it is "service" for external part of society. The methodology "how to do it?" is crucial for the success and mutual satisfaction. Such discussion is in the article presented.