Determining factors and perceived quality of public service

Abstract

Abstract:

This critical paper examines the complex issue of quality in public services. It explores the origins and definitions of the concept of quality, as well as the principle of the state's legitimacy as a service provider. It emphasizes the importance for public authorities, especially in Morocco, to measure the perceived quality of public services and its impact on public organizations. The SERVQUAL model is discussed as a tool to assess perceived quality in the public sector. The specific dimensions of public service quality are outlined, including accessibility, equal treatment of users, involvement of users in service design, complaint management, and transparency of information. The distinction between produced service quality and perceived service quality is highlighted, noting that public sector quality frameworks often focus more on internal management than user perceptions. The legal and constitutional regulation of public services in Morocco is examined, including the Moroccan Public Service Charter and various mechanisms to ensure quality. The paper concludes that the examination of quality in public services is particularly complex due to the multitude of legal and regulatory texts governing the public sector, making it a critical analysis of the existing paradigms and their effectiveness in evaluating public service quality.

Keywords: Public services, quality, perceived quality, SERVQUAL, Morocco, public service charter.

JEL Classification: M31

Paper type: Theoretical Research