Conference Proceeding

Service Quality in the Public Sector: Seoul Service Index

Yi, Youjae, La, Suna

2005

Overview

[...]there is a need for more appropriate criteria for public service quality which will provide accurate analyses of status quo, suggest ways for effective improvement, and capture the relationship between service quality and city performance from a macro perspective. [...]we need a model that guides the way of obtaining the world-class public service of Seoul City by considering various international quality criteria. [...]the model should be useful as an instrument for diagnosing and solving the quality problems for each public service organization by developing internal indices for organizations as well as external ones for their customers (citizens). Undoubtedly, the ultimate goal of public administration is citizen loyalty and citizen happiness. [...]the model should incorporate the ultimate goal as the construct of city performance (Anderson etal. 1994; Berman and Wang 2000; Bernhardt et al. 2000; Grapentine 1999; Wagenheim 1991).

• Publisher: Association for Consumer Research
• Subject: Discriminant analysis / Happiness / Perceptions / Public administration / Public sector / Quality management / Quality of service