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@article{ART001113883},
author={Song Keon-Sup and 이곤수},
title={Performance Evaluation in Local Governments Using the Analysis of Public Service Quality},
journal={Korean Society and Public Administration},
issn={1225-8652},
year={2005},
volume={16},
number={1},
pages={151-178}

TY - JOUR
AU - Song Keon-Sup
AU - 이곤수
TI - Performance Evaluation in Local Governments Using the Analysis of Public Service Quality
JO - Korean Society and Public Administration
PY - 2005
VL - 16
IS - 1
PB - Seoul Association For Public Administration
SP - 151
EP - 178
SN - 1225-8652
AB - 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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Song Keon-Sup and 이곤수. (2005). Performance Evaluation in Local Governments Using the Analysis of Public Service Quality. Korean Society and Public Administration, 16(1), 151-178.

Song Keon-Sup and 이곤수. 2005, "Performance Evaluation in Local Governments Using the Analysis of Public Service Quality", Korean Society and Public Administration, vol.16, no.1 pp.151-178.

Song Keon-Sup, 이곤수 "Performance Evaluation in Local Governments Using the Analysis of Public Service Quality" Korean Society and Public Administration 16.1 pp.151-178 (2005) : 151.

Song Keon-Sup, 이곤수. Performance Evaluation in Local Governments Using the Analysis of Public Service Quality. 2005; 16(1), 151-178.

Song Keon-Sup and 이곤수. "Performance Evaluation in Local Governments Using the Analysis of Public Service Quality" Korean Society and Public Administration 16, no.1 (2005) : 151-178.

Song Keon-Sup; 이곤수. Performance Evaluation in Local Governments Using the Analysis of Public Service Quality. Korean Society and Public Administration, 16(1), 151-178.

Song Keon-Sup; 이곤수. Performance Evaluation in Local Governments Using the Analysis of Public Service Quality. Korean Society and Public Administration. 2005; 16(1) 151-178.

Song Keon-Sup, 이곤수. Performance Evaluation in Local Governments Using the Analysis of Public Service Quality. 2005; 16(1), 151-178.

Song Keon-Sup and 이곤수. "Performance Evaluation in Local Governments Using the Analysis of Public Service Quality" Korean Society and Public Administration 16, no.1 (2005) : 151-178.