Article2001

Management of standardised public services: a comprehensive approach to quality assessment

43 citations0/0 files storedManaging Service Quality

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Public Policy and Administration Research Customer Service Quality and Loyalty Management Systems and Quality Improvement

Abstract

Proposes a comprehensive approach to support the activities of companies that provide public services. This approach consists of several steps. Defines an appropriate set of performance indicators, and the choice of an appropriate evaluation technique and its application to the services involved. Enables managers of organisations operating in public services to derive operational frameworks based on: an analysis of the information flows among different stakeholders involved in service processes; and the identification of a set of indicators allowing evaluation of the performance level in order to develop quality control systems. Presents an application of the approach to the case of the water supply service in Italy.

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References

1978Measuring the efficiency of decision making units 1984Some Models for Estimating Technical and Scale Inefficiencies in Data Envelopment Analysis 2000A systems perspective of performance management in public sector organisations 1994Satisfaction, Loyalty and Reputation as Indicators of Customer Orientation in the Public Sector 1995Measuring service quality in local government: the SERVQUAL approach 2000Performance management model 1996Evaluation, learning and the effectiveness of public services

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2007Effects of service quality dimensions on behavioural purchase intentions 2005Towards quality e‐service in the public sector:2011Determinants of efficiency in the provision of municipal street-cleaning and refuse collection services 2007A study of customer satisfaction in the context of a public private partnership 2007Efficiency evaluation in municipal services: an application to the street lighting service in Spain 2013Explaining efficiency in municipal services providers

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