초록 열기/닫기 버튼
Public service quality is a recent trend in the context of public management. Since the 1990s, public service quality initiatives have been launched in numerous countries at various levels of government. Various stakeholders of evaluations of service quality efforts are identified and their expected use of evaluation is discussed. This paper develops a model to measure the public service quality, and analyzes the relationship among public service quality dimensions and overall service quality, overall customer satisfaction. Data from 166 citizens were used to test the research model. Confirmatory/exploratory factor analysis was conducted to examine the reliability and validity of the measurement model, and the structural equation modeling technique was used to test the research model. The analytical results showed that the dimensions of outcome quality, people quality, process quality, and physical quality are the critical factor of public service quality. Also, public service quality affects overall customer satisfaction.
