Criteria Describing the Perceived Quality of the Public Services

Paulo Rafael Minetto Maceta () and Fernando Tobal Berssaneti
Additional contact information
Paulo Rafael Minetto Maceta: University of São Paulo
Fernando Tobal Berssaneti: University of São Paulo

Chapter Chapter 90 in Operations Management for Social Good, 2020, pp 917-926 from Springer

Abstract: Abstract The New Public Management introduces operations management´s concepts from private into the public sector, and one of these concepts is the perceived service quality, that evaluates the perception of the citizen–customer with the public service provided. This study analyzes the criteria used in the literature to measure the public service´s perceived quality.

Keywords: Public service; Perceived quality; Literature review (search for similar items in EconPapers)
Date: 2020
References: Add references at CitEc
Citations:

There are no downloads for this item, see the EconPapers FAQ for hints about obtaining it.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:spr:prbchp:978-3-030-23816-2_90

Ordering information: This item can be ordered from
http://www.springer.com/9783030238162

DOI: 10.1007/978-3-030-23816-2_90

Access Statistics for this chapter

More chapters in Springer Proceedings in Business and Economics from Springer
Bibliographic data for series maintained by Sonal Shukla () and Springer Nature Abstracting and Indexing ().