Advertisement

Quality Measurement Systems in Public Services and E-Government

Benchmarking
  • Hajar HadiEmail author
  • Ibtissam ElhassaniEmail author
  • Souhail SekkatEmail author
Conference paper
Part of the Learning and Analytics in Intelligent Systems book series (LAIS, volume 7)

Abstract

The quality improvement initiatives of public services are partly a test of practices reproduction of companies operating in a competitive market. Public services are led to reconsider the status of the user and to take inspiration from the managerial methods that give a very important place to the expectations of the customer. For companies, customer satisfaction is a way to maximize profits. While the satisfaction of users, with respect to the general interest, is the aim of public services. This article presents in the first a literature review focusing on researches done on quality services than we broad picture about efforts and initiatives of countries to improve public service quality.

Keywords

Quality measurement E-services Digital transformation E-government Study case 

Notes

Acknowledgement

This research topic is allied with a Department of Administration and Public Service Reform project on the design of a public service quality barometer.

References

  1. 1.
    Observatoire marocain de l’Administration publique (OMAP): Rapport national sur l’évaluation du système de gouvernance au Maroc (2006)Google Scholar
  2. 2.
    OCDE/SIGMA (2019): (Principes d’Administration Publique), Éditions OCDE, Paris. https://www.mmsp.gov.ma/uploads/documents/RevuePrestationServicesAdministratifs26Juin2019.pdf
  3. 3.
    Plan National de la Réforme de l’Administration 2018–2021, Rabat (2019)Google Scholar
  4. 4.
    Gronroos, C.: A service quality model and its marketing implications. Eur. J. Mark. 18(4), 36–44 (1984)CrossRefGoogle Scholar
  5. 5.
    Parasuraman, A., Zeithaml, V.A., Berry, L.L.: A conceptual model of service quality and its implications for future research. J. Market. 49(3), 41–50 (1985)CrossRefGoogle Scholar
  6. 6.
    Haywood-Farmer, J.: A conceptual model of service quality. Int. J. Oper. Prod. Manag. 8(6), 19–29 (1988)CrossRefGoogle Scholar
  7. 7.
    Spreng, R.A., Mackoy, R.D.: An empirical examination of a model of perceived service quality and satisfaction. J. Retail. 722, 201–214 (1996)CrossRefGoogle Scholar
  8. 8.
    Oh, H.: Service quality, customer satisfaction and customer value: a holistic perspective. Int. J. Hospitality Manag. 18, 67–82 (1999)CrossRefGoogle Scholar
  9. 9.
    Frost, F.A., Kumar, M.: INTSERVQUAL: an internal adaptation of the GAP model in a large service organization. J. Serv. Mark. 14(5), 358–377 (2000)CrossRefGoogle Scholar
  10. 10.
    Cadre d’auto-évaluation des fonctions publiques (CAF), Centre de ressources CAF, Pays-Bas (2006)Google Scholar
  11. 11.
    Papadomichelaki, X., Mentzas, G.: A multiple-item scale for assessing e-Government service quality. In: Wimmer, M.A. (ed.) EGOV 2009, vol. 5693, pp. 163–175. Springer, Heidelberg (2009)Google Scholar
  12. 12.
    Alanezi, M.A., Kamil, A., Basri, S.: A proposed instrument dimensions for measuring e-government service quality. Int. J. u- e-Serv. Sci. Technol. 3(4), 1–18 (2010)Google Scholar
  13. 13.
    Zaidi, S.F.H., Qteishat, M.K.: Assessing e-Government service delivery (government to citizen). Int. J. eBussiness eGovernment Stud. 4(1), 45–54 (2012)Google Scholar
  14. 14.
    Hien, N.M.: A study on evaluation of e-Government service quality. Int. J. Soc. Manag. Econ. Bus. Eng. 8(1) (2014)Google Scholar
  15. 15.
    Lazarov, G.B.B.: Quality measure in Moroco, chez MRAFP, Rabat (2018)Google Scholar
  16. 16.
    Canadian Centre for Management Development: Citizens First. Summary Report (1998)Google Scholar
  17. 17.
    Cuellar, E., del Pino, E., Ruiz, J.: Guía para la evaluación de la calidad de los servicios públicos. Agencia Estatal de Evaluación de las Políticas Públicas y la Calidad de los Servicios, Madrid (2009)Google Scholar
  18. 18.
    Jaraiz, E., Pereira, M.: Guía para la realización de estudios de análisis de la demanda y de evaluación de la satisfacción de los usuarios. Agencia Estatal de Evaluación de las Políticas Públicas y la Calidad de los Servicios, Madrid (2014)Google Scholar
  19. 19.
    Secrétariat Général pour la Modernisation de l’Action Publique. Premier Ministre (2017). Enquête événements de vie 2016. Volet Particuliers. Présentation globale (PPT), Janvier 2017Google Scholar
  20. 20.
    Goudarzi, K., Guenoum, M.: Conceptualisation et mesure de la qualité des services publics dans une collectivité territoriale. Politiques et management public, vol. 27/3 (2010)Google Scholar
  21. 21.
    Cornut-Gentille, F.: Modernisation de l’Etat, qualité des services publics et indicateurs. Rapport parlamentaire en mission auprès le Ministre du Budget, des comptes publics, de la fonction publique et de la réforme de l’Etat, Mars 2010Google Scholar
  22. 22.
    Secrétariat Général pour la Modernisation de l’Action Publique: Premier Ministre. Référentiel Marianne. Le service public s’engage pour améliorer la qualité de service, Septembre 2016Google Scholar
  23. 23.
    Fiszbein, A., Ringold, D., Halsey, F.: Making Services Work. Indicators, Assessments, and Benchmarking of the Quality and Governance of Public Service Delivery in the Human Development Sectors. Policy Research Working Paper 5690. The World Bank Human Development Network (2011)Google Scholar
  24. 24.
    Thijs, N.: Measure to Improve. Improving public sector performance using citizen – user satisfaction information. European Public Administration Network/European Institut of Public Administration (2011)Google Scholar
  25. 25.
    Mohamed, H., Hatem, E., Sherine, G.: E-Government in Arab countries: challenges and evaluation. IOSR J. Comput. Eng. (IOSR-JCE) 20(2), 01–11 (2018). Ver. IV (Mar–Apr 2018)Google Scholar
  26. 26.
    Watson, R.T., Mundy, B.: A strategic perspective of electronic democracy. Commun. ACM 44(1), 27–30 (2001)CrossRefGoogle Scholar
  27. 27.

Copyright information

© Springer Nature Switzerland AG 2020

Authors and Affiliations

  1. 1.Artificial Intelligence for the Sciences of the Engineer, National School of Arts and CraftsMoulay Ismail UniversityMeknesMorocco

Personalised recommendations