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

  • Korean Society and Public Administration
  • Abbr : KSPA
  • 2005, 16(1), pp.151-178
  • Publisher : Seoul Association For Public Administration
  • Research Area : Social Science > Public Administration

Song Keon-Sup 1 이곤수 2

1대구대학교
2동아시아연구원

Accredited

ABSTRACT

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.

Citation status

* References for papers published after 2022 are currently being built.

This paper was written with support from the National Research Foundation of Korea.