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首页> 外文期刊>The International Journal of Productivity and performance management >Service quality in the public sector: the case of the Citizen's Service Centers (CSCs) of Greece
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Service quality in the public sector: the case of the Citizen's Service Centers (CSCs) of Greece

机译：公共部门的服务质量：希腊公民服务中心（CSC）

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Purpose - The purpose of the present study is to measure the level of public service quality in a unique body of service provision, namely the Citizen's Service Centers (CSCs) of Greece. CSC is a public service organization created in 2002, aiming at providing assistance to all citizens and reducing the bureaucracy of the Greek public administration. Moreover, the present study aims to underline the importance of citizen participation in service planning and provision processes, thus providing an additional dimension to the "New Public Management" (NPM) discipline that has recently found itself under serious critique. Design/methodology/approach - The present study utilized a slightly modified SERVQUAL instrument that was distributed to citizens visiting a representative sample of CSC branches. More specifically, 221 CSCs were visited by the members of the research team (20.35 per cent of the total population) and 843 usable questionnaires were collected from citizens. Random sampling techniques were used in order to acquire a representative and reliable sample. Findings - In brief, it is found that, although citizen expectations are not met in three of the five SERVQUAL dimensions, the overall service quality performance is well above average, allowing one to claim that CSCs have achieved their initial target. The gap scores for the dimensions of empathy and responsiveness were positive, while the same scores for the dimensions of tangibles, reliability and assurance were negative. Research limitations/implications - The use of the SERVQUAL instrument has been a subject of critique by various authors. Its ability to measure service quality has been supported by many and disputed by few. The present study analytically examined the validity and reliability of the instrument, so as to ensure that its use successfully fits the public service environment. Practical implications - The paper makes an analytical effort in order to point out areas that managers and policy makers should emphasize in order to increase the level of public services. Certain practical implications are offered in the final part of the paper. Originality/value - CSCs are, according to the best of the researchers' knowledge, a worldwide innovation only implemented in Greece. Hence, their examination may serve as a guiding light for other countries suffering from public sector inefficiencies. The methodological contribution of the paper lies in the implementation of the SERVQUAL instrument in the context of public services and its subsequent validation with the use of exploratory and confirmatory factor analysis. On a theoretical level, the present paper enhances the current literature with a paper that argues that citizens should actively participate in the processes of service planning and service provision.
机译：目的-本研究的目的是在独特的服务提供体系（即希腊公民服务中心（CSC））中衡量公共服务质量的水平。 CSC是一个公共服务组织，成立于2002年，旨在为所有公民提供帮助，并减少希腊公共行政部门的官僚作风。此外，本研究旨在强调公民参与服务计划和提供过程的重要性，从而为“新公共管理”（NPM）学科提供了新的维度，该学科最近受到严厉批评。设计/方法/方法-本研究使用稍作修改的SERVQUAL仪器，该仪器已分发给访问CSC分支机构代表性样本的公民。更具体地说，研究小组成员访问了221个CSC（占总人口的20.35％），并从公民那里收集了843个可用问卷。为了获得代表性和可靠的样本，使用了随机抽样技术。调查结果-简而言之，发现尽管SERVQUAL五个维度中的三个维度都未达到公民的期望，但总体服务质量绩效却远远高于平均水平，因此可以声称CSC已实现其最初目标。移情和反应能力方面的差距得分为正，而有形，可靠性和保证力方面的得分均为负。研究的局限性/意义-SERVQUAL仪器的使用已受到许多作者的批评。它衡量服务质量的能力得到了很多人的支持，而鲜有争议。本研究分析地检验了该工具的有效性和可靠性，以确保其使用成功地适合公共服务环境。实际意义-本文进行了分析，以指出管理人员和政策制定者应强调的领域，以提高公共服务水平。本文的最后一部分提供了某些实际含义。原创性/价值-根据研究人员的知识，CSC是仅在希腊实施的一项全球创新。因此，对其他遭受公共部门效率低下影响的国家，他们的审查可以作为指导。本文的方法论贡献在于在公共服务领域实施SERVQUAL仪器，以及随后使用探索性和确认性因素分析对其进行验证。从理论上讲，本文通过论证公民应积极参与服务计划和服务提供过程来完善当前文献。

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