IDEAS home Printed from https://ideas.repec.org/a/ssi/jouesi/v9y2022i4p359-379.html
   My bibliography  Save this article

Quality assessment of public services in Latvia

Author

Listed:
  • Iveta Katelo

    (Daugavpils University, Latvia)

  • Irena Kokina

    (Daugavpils University, Latvia)

  • Vitālijs Raščevskis

    (Daugavpils University, 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.

Suggested Citation

  • Iveta Katelo & Irena Kokina & Vitālijs Raščevskis, 2022. "Quality assessment of public services in Latvia," Entrepreneurship and Sustainability Issues, VsI Entrepreneurship and Sustainability Center, vol. 9(4), pages 359-379, June.
    • Handle: RePEc:ssi:jouesi:v:9:y:2022:i:4:p:359-379
    DOI: 10.9770/jesi2022.9.4(19)
    as

    Download full text from publisher

    File URL: https://jssidoi.org/jesi/uploads/articles/36/Katelo_Quality_assessment_of_public_services_in_Latvia.pdf
    Download Restriction: no
    File URL: https://jssidoi.org/jesi/article/976
    Download Restriction: no
    File URL: https://libkey.io/10.9770/jesi2022.9.4(19)?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    1. Vitor Vieira Vasconcelos, 2021. "Social justice and sustainable regional development: reflections on discourse and practice in public policies and public budget," Insights into Regional Development, VsI Entrepreneurship and Sustainability Center, vol. 3(1), pages 10-28, March.
    2. Hensher, David A. & Stopher, Peter & Bullock, Philip, 2003. "Service quality--developing a service quality index in the provision of commercial bus contracts," Transportation Research Part A: Policy and Practice, Elsevier, vol. 37(6), pages 499-517, July.
    3. Berry, Leonard L. & Zeithaml, Valarie A. & Parasuraman, A., 1985. "Quality counts in services, too," Business Horizons, Elsevier, vol. 28(3), pages 44-52.
    4. Vitor Vieira Vasconcelos, 2021. "Social justice and sustainable regional development: reflections on discourse and practice in public policies and public budget," Post-Print hal-03583739, HAL.
    5. Henry Kaiser, 1974. "An index of factorial simplicity," Psychometrika, Springer;The Psychometric Society, vol. 39(1), pages 31-36, March.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Nomeda Dobrovolskienė & Anastasija Pozniak & Manuela Tvaronavičienė, 2021. "Assessment of the Sustainability of a Real Estate Project Using Multi-Criteria Decision Making," Sustainability, MDPI, vol. 13(8), pages 1-19, April.
    2. Yuanting Xia & Wenxiu Hu & Zhenxing Su, 2022. "Economic Policy Uncertainty, Social Financing Scale and Local Fiscal Sustainability: Evidence from Local Governments in China," Sustainability, MDPI, vol. 14(12), pages 1-19, June.
    3. Lidiia Karpenko & Oleksandr Ignatenko & Olena Taranenko & Iryna Oliinyk & Ripsime Khrenova-Shymkina, 2021. "Layer and structural components of modern investment security of the country," Entrepreneurship and Sustainability Issues, VsI Entrepreneurship and Sustainability Center, vol. 8(3), pages 367-383, March.
    4. Andrey Zahariev & Anelia Radulova & Aleksandrina Aleksandrova & Mariana Petrova, 2021. "Fiscal sustainability and fiscal risk in the EU: forecasts and challenges in terms of COVID-19," Entrepreneurship and Sustainability Issues, VsI Entrepreneurship and Sustainability Center, vol. 8(3), pages 618-632, March.
    5. Rafael Ravina-Ripoll & María-José Foncubierta-Rodríguez & Eduardo Ahumada-Tello & Luis Bayardo Tobar-Pesantez, 2021. "Does Entrepreneurship Make You Happier? A Comparative Analysis between Entrepreneurs and Wage Earners," Sustainability, MDPI, vol. 13(18), pages 1-19, September.
    6. Mensah, Ishmael & Dei Mensah, Rebecca, 2018. "Effects of Service Quality and Customer Satisfaction on Repurchase Intention in Restaurants on University of Cape Coast Campus," MPRA Paper 88449, University Library of Munich, Germany.
    7. Marinko Škare & Sanja Radolović & Manuela Tvaronavičienė & Manuela Tvaronavičienė, 2021. "Managing the institutional environment and impact on the competitiveness of transitional economies," Entrepreneurship and Sustainability Issues, VsI Entrepreneurship and Sustainability Center, vol. 8(3), pages 504-526, March.
    8. Lillemo, Shuling Chen, 2014. "Measuring the effect of procrastination and environmental awareness on households' energy-saving behaviours: An empirical approach," Energy Policy, Elsevier, vol. 66(C), pages 249-256.
    9. Simplice A. Asongu, 2014. "Knowledge Economy and Financial Sector Competition in African Countries," African Development Review, African Development Bank, vol. 26(2), pages 333-346, June.
    10. Pasura Aungkulanon & Walailak Atthirawong & Pongchanun Luangpaiboon & Wirachchaya Chanpuypetch, 2024. "Navigating Supply Chain Resilience: A Hybrid Approach to Agri-Food Supplier Selection," Mathematics, MDPI, vol. 12(10), pages 1-42, May.
    11. Sarker, Rumana Islam & Kaplan, Sigal & Mailer, Markus & Timmermans, Harry J.P., 2019. "Applying affective event theory to explain transit users’ reactions to service disruptions," Transportation Research Part A: Policy and Practice, Elsevier, vol. 130(C), pages 593-605.
    12. Rodríguez-Fuentes, Carlos Javier & Hernández-López, Montserrat, 1997. "Análisis de diferencias estructurales interregionales determinantes en el impacto de la política monetaria," Estudios de Economia Aplicada, Estudios de Economia Aplicada, vol. 7, pages 141-157, Junio.
    13. Simplice A. Asongu & Vanessa S. Tchamyou & Ndemaze Asongu & Nina Tchamyou, 2018. "The Comparative African Economics of Governance in Fighting Terrorism," AFEA Working Papers 18/046, African Finance and Economic Association (AFEA).
    14. Simplice A Asongu, 2013. "Modeling the future of knowledge economy: evidence from SSA and MENA countries," Economics Bulletin, AccessEcon, vol. 33(1), pages 612-624.
    15. Concepcion Roman & Juan Carlos Martin & Raquel Espino, 2011. "Using Stated Preferences (Sp) To Analyze The Service Quality Of Public Transport," ERSA conference papers ersa11p86, European Regional Science Association.
    16. Xiangfei Yuan & Haijing Hao & Chenghua Guan & Alex Pentland, 2022. "Which factors affect the performance of technology business incubators in China? An entrepreneurial ecosystem perspective," PLOS ONE, Public Library of Science, vol. 17(1), pages 1-20, January.
    17. Orkhan Sariyev & Tim K. Loos & Manfred Zeller & Tulsi Gurung, 2020. "Women in household decision-making and implications for dietary quality in Bhutan," Agricultural and Food Economics, Springer;Italian Society of Agricultural Economics (SIDEA), vol. 8(1), pages 1-20, December.
    18. Romero, Pascual & Botía, Pablo & del Amor, Francisco M. & Gil-Muñoz, Rocío & Flores, Pilar & Navarro, Josefa María, 2019. "Interactive effects of the rootstock and the deficit irrigation technique on wine composition, nutraceutical potential, aromatic profile, and sensory attributes under semiarid and water limiting condi," Agricultural Water Management, Elsevier, vol. 225(C).
    19. Mohd Hizam Hanafiah, & Sheikh Usman Yousaf, & Bushra Usman,, 2017. "The influence of psychological capital on the growth intentions of entrepreneurs: A study on Malaysian SME entrepreneurs," Business and Economic Horizons (BEH), Prague Development Center, vol. 13(5), pages 556-569, December.
    20. Omar Hegazi & Samer Alalalmeh & Ahmad Alfaresi & Soheil Dashtinezhad & Ahmed Bahada & Moyad Shahwan & Ammar Abdulrahman Jairoun & Tesleem K. Babalola & Haya Yasin, 2022. "Development, Validation, and Utilization of a Social Media Use and Mental Health Questionnaire among Middle Eastern and Western Adults: A Pilot Study from the UAE," IJERPH, MDPI, vol. 19(23), pages 1-18, November.

    More about this item

    Keywords

    public administrative services; quality; service quality; efficiency; SERVQUAL model;
    All these keywords.

    JEL classification:

    • H80 - Public Economics - - Miscellaneous Issues - - - General
    • H83 - Public Economics - - Miscellaneous Issues - - - Public Administration

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:ssi:jouesi:v:9:y:2022:i:4:p:359-379. See general information about how to correct material in RePEc.

    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 CitEc recognized a bibliographic reference but did not link an item in RePEc 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 RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Manuela Tvaronaviciene (email available below). General contact details of provider: .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.