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Quality Assessment of the Services Delivered by a Court, Based on the Perceptions of Users, Magistrates, and Court Officials

Author

Listed:
  • Patrícia Moura e Sá

    (Faculty of Economics & CICP, University of Coimbra, 3004-512 Coimbra, Portugal)

  • Maria João Rosa

    (CIPES, DEGEIT, University of Aveiro, 3810-193 Aveiro, Portugal)

  • Gonçalo Santinha

    (GOVCOPP, DCSPT, University of Aveiro, 3810-193 Aveiro, Portugal)

  • Cátia Valente

    (DCSPT, University of Aveiro, 3810-193 Aveiro, Portugal)

Abstract

This paper aims to measure the quality of the services delivered by a court by assessing the satisfaction of court users and service providers, i.e., magistrates and court officials. For that purpose, a case study was carried out and data were collected by means of a questionnaire based on the SERVPERF instrument, in which perceived service quality is measured, considering court users, magistrates, and court officials’ perceptions of post-service performance. One hundred and fifty-eight questionnaires were successfully returned. An in-depth interview was later conducted to the court administrator to gain a richer understanding of the results achieved and ask follow-up questions. Overall, findings revealed that court users, magistrates, and court officials clearly have a positive view of the services provided, although improvement is needed, particularly in the court’s facilities and technological equipment. The current research sheds some light on the potentialities and difficulties of assessing service quality in the judiciary and contributes to the validation of the SERVPERF instrument in this context.

Suggested Citation

  • Patrícia Moura e Sá & Maria João Rosa & Gonçalo Santinha & Cátia Valente, 2021. "Quality Assessment of the Services Delivered by a Court, Based on the Perceptions of Users, Magistrates, and Court Officials," Sustainability, MDPI, vol. 13(2), pages 1-16, January.
    • Handle: RePEc:gam:jsusta:v:13:y:2021:i:2:p:504-:d:476201
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    References listed on IDEAS

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    1. Peter Hines & Ana Lucia Martins & Jo Beale, 2008. "Testing the Boundaries of Lean Thinking: Observations from the Legal Public Sector," Public Money & Management, Taylor & Francis Journals, vol. 28(1), pages 35-40, February.
    2. Awadh Al-Enezi, 2012. "Assessment of the Service Quality Provided by the Kuwaiti Cultural Office in Cairo: An Empirical Investigation," International Journal of Public Administration, Taylor & Francis Journals, vol. 35(9), pages 643-655, July.
    3. Zuniga, Roy & Murillo, Rodrigo, 2014. "Draining the judiciary bottleneck: A quasi-experiment in improving a government service," Journal of Business Research, Elsevier, vol. 67(6), pages 1267-1276.
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