THE INFLUENCE OF CONSUMER BEHAVIOR ON PERCEIVED PUBLIC SERVICE QUALITY: SPOTLIGHT ON ROMANIAN LOCAL PUBLIC ADMINISTRATION

Oana Matilda Sabie (), Ștefan Gabriel Burcea (), Elvira Nica (), Teodora Andreea Stoica () and Mihaiela Simona Ștefä‚nescu ()
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Oana Matilda Sabie: Bucharest University of Economic Studies, Bucharest, Romania
Ștefan Gabriel Burcea: Bucharest University of Economic Studies, Bucharest, Romania
Elvira Nica: Bucharest University of Economic Studies, Bucharest, Romania
Teodora Andreea Stoica: Volunteer within Public Domain Administration District 2, Romania
Mihaiela Simona Ștefä‚nescu: Bucharest University of Economic Studies, Bucharest, Romania

Management Research and Practice, 2024, vol. 16, issue 4, 46-63

Abstract: The research is based on an analysis of the quality of public services and the influence that consumers have on the factors and dimensions that characterize quality. In order to assess the level of quality of public services in local government, a SERVQUAL instrument was used, which analyzes from the dual perspective of expected and perceived quality, tangible elements, reliability, trust, empathy and responsiveness. A sample of 317 respondents was considered for the collection of data from the beneficiaries of local services. The results indicate a direct link between consumer behavior and improved quality of public services. The study demonstrates the importance of taking users' perspectives into account in the process of public service delivery in order to increase user satisfaction and improve the quality of public services. The study also provides a better understanding of how consumer behavior can influence the quality of public services and provides useful information for the development and improvement of public services. The results of the research can be used to explore ways to improve local government services, to identify ways to increase citizen satisfaction, and especially to build loyalty and trust in public institutions.

Keywords: consumer behavior; public services quality; expected quality; percieved quality; SERVQUAL; local public administration. (search for similar items in EconPapers)
Date: 2024
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Persistent link: https://EconPapers.repec.org/RePEc:rom:mrpase:v:16:y:2024:i:4:p:46-63

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