Performance Evaluation in Local Governments Using the Analysis of Public Service Quality

Song Keon-Sup; 이곤수

To measure systematically performances of public service in local governments, this paper develops a analytical framework by modifying the SERVQUAL model. Using data from client surveys, this study finds that Reliability is evaluated higher but responsiveness and Empathy are lower than other dimensions of service quality. This level of perceived service quality is differentiated to its 5 traits of local government -governmental level, population, region, and amounts of expenditure per one person and numbers of public employee per one thousand person. In addition to, it is found that determinants of service quality and its impact to citizen satisfaction is decided to traits of local government. As a result, it imply for public manger to consider the strategy of performance improvement adapting to its traits of local governments.

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REFERENCES (30)
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* 2021년 이후 발행 논문의 참고문헌은 현재 구축 중입니다.

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이 논문은 한국연구재단의 지원을 받아 작성되었습니다.

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