ESC
Clarivate

 
Source: Journal Citation ReportsTM from ClarivateTM 2022

Entrepreneurship and Sustainability Issues Open access
Journal Impact FactorTM (2022) 1.7
Journal Citation IndicatorTM (2022) 0.42
Received: 2022-04-10  |  Accepted: 2022-05-31  |  Published: 2022-06-30

Title

Quality assessment of public services in Latvia


Abstract

At present, the service sector receives growing attention taking into account its role in the socio-economic development of the society. Public services produced to meet the demands of the population occupy a special place in this sphere. Improving the quality of public services is one of the essential goals in improving the functioning of public administration in Latvia and globally. The research aimed to assess the customer service quality of administrative services provided by Latvia's public administration institutions, performing the factor and cluster analysis of the collected data. Research base: Public administration institutions (6) and their branches (17) in Latvia. The research participants are two hundred ninety-two occasionally selected customers of public administration institutions who filled in SERVQUAL questionnaires before and after their visit to an institution. The sample of customers is occasional and administratively territorial, observing the proportional representation of planning regions. The service quality assessment model – the SERVQUAL instrument (Parasuraman et al., 1988), was used for the data collection. The analysis of the research data factors and clusters was carried out. Service provision quality in all quality dimensions has been given a negative evaluation. The economic efficiency of the largest state institutions understudy is low, and so is the quality of provided services as evaluated by their customers.


Keywords

public administrative services, quality, service quality, efficiency, SERVQUAL model


JEL classifications

H80 , H83


URI

http://jssidoi.org/jesi/article/976


DOI


Pages

359-379


Funding


This is an open access issue and all published articles are licensed under a
Creative Commons Attribution 4.0 International License

Authors

Katelo, Iveta
Daugavpils University, Daugavpils, Latvia https://du.lv
Articles by this author in: CrossRef |  Google Scholar

Kokina, Irena
Daugavpils University, Daugavpils, Latvia https://du.lv
Articles by this author in: CrossRef |  Google Scholar

Raščevskis, Vitālijs
Daugavpils University, Daugavpils, Latvia https://du.lv
Articles by this author in: CrossRef |  Google Scholar

Journal title

Entrepreneurship and Sustainability Issues

Volume

9


Number

4


Issue date

June 2022


Issue DOI


ISSN

ISSN 2345-0282 (online)


Publisher

VšĮ Entrepreneurship and Sustainability Center, Vilnius, Lithuania

Cited

Google Scholar

Article views & downloads

HTML views: 1300  |  PDF downloads: 604

References


Ali, M. & Yaseen, EA (2012). Service quality in public services. A study of the public services in urban Egypt. The German University in Cairo, Conference paper.

Search via ReFindit


April, G.D. & Pather, S. (2008). Evaluating Service Quality Dimensions within e-Commerce SMEs. Electronic Journal Information Systems Evaluation, 11(3), 109-124.

Search via ReFindit


Berry, L.L., Zeithaml, V.A. & Parasuraman, A. (1985). Quality counts in services, too. Business Horizon, 44-52, May-June. 90008-4 https://doi.org/10.1016/0007-6813(85)

Search via ReFindit


Bollen, K.A. (1989). Confirmatory Factor Analysis. Structural equations with latent variables, John Wiley & Sons, New York, NY. https://doi.org/10.1002/9781118619179.ch7

Search via ReFindit


Chatfield, C. & Collins, A.J. (1992). Introduction to Multivariate Analysis, Chepmen & Hall, London.

Search via ReFindit


Cheung, K-W., Kwok, J., Law, M.H. & Tsui, K-C. (2003). Mining customer product ratings for personalized marketing. Decision Support Systems, 35. 00108-2 https://doi.org/10.1016/S0167-9236(02)

Search via ReFindit


customer satisfaction in the public service. The case of Botswana. WSEAS Transactions on Business and Economics. https://doi.org/10.37394/23207.2020.17.57

Search via ReFindit


De Oña, R. & de Oña, J. (2013). Analyzing transit service quality evolution using decision trees and gender segmentation. WIT Transactions on the Built Environment, 130(11), 611-621 https://doi.org/10.2495/UT130491

Search via ReFindit


Dell'Olio, L., Ibeas, A. & Cecín, P. (2011). The quality of service desired by public transport users. Transport Policy, 18(1). https://doi.org/10.1016/j.tranpol.2010.08.005

Search via ReFindit


Dinh, N.V. (2014). Administrative reform and building the state of law in Vietnam at present. Minh khue Law.

Search via ReFindit


Doll, W. J., Xia, W. D. & Torkzadeh, G. (1994). A Confirmatory Factor Analysis of the End-User Computing Satisfaction Instrument. MIS Quarterly, December. https://doi.org/10.2307/249524

Search via ReFindit


Eboli, L. & Mazzulla, G. (2007). Service quality attributes affecting customer satisfaction for bus transit. Journal of Public Transportation, 10(3). https://doi.org/10.5038/2375-0901.10.3.2

Search via ReFindit


Eboli, L. & Mazzulla, G. (2008). Willingness-to-pay of public transport users for improvement in service quality. European Transport, 38(107-118. https://core.ac.uk/download/pdf/41174619.pdf

Search via ReFindit


Eboli, L. & Mazzulla, G. (2010) How to capture the passengers' point of view on a transit service through rating and choice options. Transport Review, 30. https://doi.org/10.1080/01441640903068441

Search via ReFindit


Eboli, L. & Mazzulla, G. (2012). Performance indicators for an objective measure of public transport service quality. European Transport, 51.

Search via ReFindit


Fraley, C. & Raftery, A.E. (1998). How many clusters? Which clustering method? Answers via model-based cluster analysis. The Computer Journal, 41. https://doi.org/10.1093/comjnl/41.8.578

Search via ReFindit


Franceschini, F., Cignetti, M. & Caldara., M. (1998). Comparing tools for service quality evaluation. Science, 3(4), 356-367, University Press, 1359-8538. https://doi.org/10.1108/13598539810243658

Search via ReFindit


Grīnberga-Zālīte, G. (2011). Klientu orientētu izglītības pakalpojumu kvalitātes nodrošināšana lauku konsultaciju centros. Promocijas darbs. Latvijas Lauksaimniecības Universitate. Jelgava

Search via ReFindit


Gronroos, C. (1984). A service quality model and its marketing implications. European Journal of Marketing, 18(4), 36-44. https://doi.org/10.1108/EUM0000000004784

Search via ReFindit


Gronroos, C. (2005). Service Management and Marketing. A customer relationship management approach. Swedish School of Economics and Business Administration.

Search via ReFindit


Hair, J.F., Anderson, R.E., Tatham, R.L. & Black W.C. (2003). Multivariate Analysis. Pearson Education, Inc, Delhi.

Search via ReFindit


Hair, Jr., J.F., Black, W.C., Babin, B.J. & Anderson, R.E. (2014). Multivariate Data Analysis. Pearson Education Limited.

Search via ReFindit


Hall, D. & Lobina, E. (2005). The Relative Efficiency of Public and Private Sector Water. London: Public Services International Research Unit (PSIRU) and University of Greenwich.

Search via ReFindit


Hensher, D.A, Stopher, P. & Bullock, P. (2003). Service quality-developing a service quality index in the provision of commercial bus contracts. Transportation Research Part A 37. 00075-7 https://doi.org/10.1016/S0965-8564(02)

Search via ReFindit


Irfan Syed M., Mui H.K.D. & Shahbaz S. (2011). Service quality in rail transport of Pakistan: a passenger perspective? In: Paper presented at the 3rd SAISON: International Conference on Management, Business Ethics, and Economics (ICMBEE), December 28-29, 2011, Lahore, Pakistan.

Search via ReFindit


ISO 9000. (2015) Quality management systems - Fundamentals and vocabulary.

Search via ReFindit


Kaiser, H. F. (1974) .An index of factorial simplicity. Psychometrika, 39, 31-36. https://doi.org/10.1007/BF02291575

Search via ReFindit


Koliushko, I. et al. (2009) Corruption risks in the fields of administrative services and control-supervision activities of public administration in Ukraine. https://rm.coe.int/16806edf52

Search via ReFindit


Latvijas Republikas Ekonomikas ministrija, (2020) Latvijas ekonomikas attīstības pārskats. Rīga.

Search via ReFindit


Lee, C. & Wu, W. (2015). Effects of medical disputes on internet communications of negative emotions and negative online word of mouth. Psychological Reports: Relationships & Communications, 117(1), 251-270. https://doi.org/10.2466/21.PR0.117c13z1

Search via ReFindit


Li, Y. N., Tan, K. C. & Xie, M. (2002). Measuring Web-based Service quality. Total Quality Management, 13(5), 686-699. https://doi.org/10.1080/0954412022000002072

Search via ReFindit


Maslow, A.H. (1943). A theory of human motivation. Psychological Review, 50(4). https://doi.org/10.1037/h0054346

Search via ReFindit


Menezes, V. G. de, Pedrosa, G. V., Silva, M. P. P. da, & Figueiredo, R. M. da C. (2022). Evaluation of Public Services Considering the Expectations of Users—A Systematic Literature Review. Information, 13(4), 162. https://doi.org/10.3390/info13040162

Search via ReFindit


Mihaiu, D., Opreana, A. & Cristescu, M. (2010). Efficiency, Effectiveness and Performance of the Public Sector. Journal for Economic Forecasting, 4, 132-147.

Search via ReFindit


Mosimanegape, P., Jaiyeoba, O., Gervase Iwu, C. & Chekula-Mahama, C. (2020) Examining the relationship between service quality and

Search via ReFindit


Nimako, S.G., Azumah, F.K., Donkor, F. & Adu-Brobbey, V. (2012). Confirmatory Factor Analysis of Service Quality Dimensions within Mobile Telephony Industry in Ghana. Electronic Journal Information Systems Evaluation, 15(2),197-215.

Search via ReFindit


Pal, Y. & Bagai, O.P. (1987). A Common Factor Battery Reliability Approach to Determine the Number of Interpretable Factors, a paper presented at the IX Annual Conference of the Indian Society for Probability and Statistics held at Delhi, University of Delhi, India.

Search via ReFindit


Pallant, J. (2005). SPSS Survival Guide: A Step by Step Guide to Data Analysis Using SPSS for Windows. 3rd Edition, Open University Press, New York.

Search via ReFindit


Parasuraman, A., Zeithaml, V.A. & Berry, L.L. (1985), A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(3), 41-50. https://doi.org/10.1177/002224298504900403

Search via ReFindit


Rashid, M.H. (2008). Measuring and Achieving Quality Customer Service: A Study on Public Sector in Malaysia. Doctoral thesis. School of Hospitality and Service Management, Rochester Institute of Technology, Rochester, New York. https://scholarworks.rit.edu/cgi/viewcontent.cgi?article=1840&context=theses

Search via ReFindit


Shampine, L.F. & Reichelt, M.W. (1997). The MATLAB ODE Suite. SIAM J. on Scientific Computing, 18(1). https://doi.org/10.1137/S1064827594276424

Search via ReFindit


Shariff, R. (2012) Service quality in Islamic and conventional banks in Malaysia: an explorative and comparative analysis. Unpublished Doctoral thesis. Durham: Durham University.

Search via ReFindit


Škapars, R. (2010).Ekonomikas būtība un priekšmets.Teorija. (e-grāmata). LU, Rīga.

Search via ReFindit


SKDS.(2018) Valsts pārvaldes klientu apmierinātības pētījums. Rīga: http://petijumi.mk.gov.lv/sites/default/files/title_file/Zinojums_klientu%20apmierinatibas%20petijums%202018.pdf

Search via ReFindit


Stoian, M. & Ene, NC (2003). General and particular in evaluating the public sector efficiency. Administratie i Management Public, 1(32).

Search via ReFindit


Tetrevova, L. (2008) Veřejná ekonomie. 1. edit. Příbram: PBtisk Příbram. ISBN 978-80-86946-79-5.

Search via ReFindit


VARAM (2012) Eiropas Sociālā fonda projekts Nr. 1DP/1.5.1.2.0/08/IPIA/SIF/002 "Publisko pakalpojumu sistēmas pilnveidošana".Visu valsts īstenoto publisko pakalpojumu izvērtēšanas un klasifikācijas rezultāti.Kopsavilkums par visu resoru pakalpojumiem.Versija 1.0, Rīga.

Search via ReFindit


Vasconcelos, V.V. (2021). Social justice and sustainable regional development: reflections on discourse and practice in public policies and public budget. Insights into Regional Development, 3(1), 10-28. https://doi.org/10.9770/IRD.2021.3.1(1)

Search via ReFindit


Vesanen, J. (2007). What is personalization? A conceptual framework. European Journal of Marketing, 41(5/6) https://doi.org/10.1108/03090560710737534

Search via ReFindit


VID (2019). Publiskais pārskats. https://www.vid.gov.lv/sites/default/files/publiskais_parskats_25_06_2019_-_apstiprinats.pdf

Search via ReFindit


VSAA (2019). Pārskats par darbību 2018.gadā. https://www.vsaa.gov.lv/lv/media/42/download

Search via ReFindit


Wilantika, N. & Wibisono, S.B. (2021). Evaluating the Quality of Public Services through Social Media. Asian Journal for Public Opinion Research, 9(3), 240-265. https://doi.org/10.15206/ajpor.2021.9.3.240

Search via ReFindit