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Methodology to evaluate the Quality of Public Services

Author

Listed:
  • Catalin Popescu

    () (Oil – Gas University - UPG, Ploiesti, Romania)

  • Tatiana Cucu

    () (Ecole d’Ingénieurs en Génie des Systèmes Industriels, La Rochelle, France ; University of Bordeaux Talence, France)

  • Luminita Ion-Boussier
  • Jean-Marie Boussier
  • Augustin Mitu

Abstract

The 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).

Suggested Citation

  • Catalin Popescu & Tatiana Cucu & Luminita Ion-Boussier & Jean-Marie Boussier & Augustin Mitu, 2009. "Methodology to evaluate the Quality of Public Services," The AMFITEATRU ECONOMIC journal, Academy of Economic Studies - Bucharest, Romania, vol. 11(26), pages 260-270, June.
  • Handle: RePEc:aes:amfeco:v:11:y:2009:i:26:p:260-271
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    More about this item

    Keywords

    fractional array; students’ evaluation; behavioural model; road users;

    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; Travel Time; Safety and Accidents; Transportation Noise

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