Methodology to evaluate the Quality of Public Services
AbstractThe preferences of citizens and their satisfaction level for the actions carried out in the public sectors are usually established by questionnaires, taking into account the specificities and priorities of each city. No global methodology exists to collect and to treat information because of various variables to be tested, upgradeable character of the human behaviour and his subjective perception. We propose a global methodology that will join two methods. With the method of fractional array to obtain a very low number of questions, we can pattern the relationship between the tested variables (price, security, etc.) and the characteristic of the wanted performance (such as the quality of the service). Interviewed people can be classified into socio-demographic categories by the tool user. Afterwards, the Analysis of Variance gives significant variables. A reduced model illustrating a “mean” behaviour is designed for all hypothetical situations. The proposed methodology is tested for the category “student” in two case studies: to evaluate the teaching quality at Faculty of Economic Sciences (FSE) within Oil and Gas University from Ploiesti (Romania) and to estimate the quality of using car parks in La Rochelle (France).
Download InfoIf you experience problems downloading a file, check if you have the proper application to view it first. In case of further problems read the IDEAS help page. Note that these files are not on the IDEAS site. Please be patient as the files may be large.
Bibliographic InfoArticle provided by Academy of Economic Studies - Bucharest, Romania in its journal The AMFITEATRU ECONOMIC journal.
Volume (Year): 11 (2009)
Issue (Month): 26 (June)
fractional array; students’ evaluation; behavioural model; road users;
Find related papers by JEL classification:
- L80 - Industrial Organization - - Industry Studies: Services - - - General
- N7 - Economic History - - Economic History: Transport, International and Domestic Trade, Energy, and Other Services
- C60 - Mathematical and Quantitative Methods - - Mathematical Methods; Programming Models; Mathematical and Simulation Modeling - - - General
- I21 - Health, Education, and Welfare - - Education - - - Analysis of Education
- I23 - Health, Education, and Welfare - - Education - - - Higher Education; Research Institutions
- C12 - Mathematical and Quantitative Methods - - Econometric and Statistical Methods and Methodology: General - - - Hypothesis Testing: General
- R41 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - Transportation Economics - - - Transportation: Demand, Supply, and Congestion
You can help add them by filling out this form.
reading list or among the top items on IDEAS.Access and download statisticsgeneral information about how to correct material in RePEc.
For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: (Valentin Dumitru).
If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.
If references are entirely missing, you can add them using this form.
If the full references list an item that is present in RePEc, but the system did not link to it, you can help with this form.
If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your profile, as there may be some citations waiting for confirmation.
Please note that corrections may take a couple of weeks to filter through the various RePEc services.