The relation of the new public management perspectives to service quality within public establishments and enterprises: A theoretical approach

Abstract

This contribution aims to explore theoretically the concept of public-service quality and to illustrate the contribution of New Public Management (NPM) practices on the improvement of the above-mentioned quality within Public Establishments and Enterprises (EEP) that need to be more flexible, adaptable, and ready to apply new procedures with agility. Indeed, these organizations present a particular field of study as they were the first to adopt the modernization practices resulting from the new public management model.

From this perspective, NMP is seen as a transdisciplinary reform, combining the strategic, financial, marketing, and human resource functions, focusing on the improvement of the global performance of the organization and providing a quality public service to satisfy the citizen customer in terms of accessibility, equity, and transparency.

Through this theoretical paper, we aim to investigate the interrelation between anchoring NMP's tools and the improvement of public service quality and thus improve the performance of the sector. For this purpose, a theoretical exploration has been conducted, which ended with the development of a research hypothesis to test the theoretical relationship between the constructs of the study, ended by a conceptual model.

Keywords: New Public Management, Quality of public services, Public establishments and enterprises, Performance.

JEL Classification: H83

Paper type: Theoretical Research