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The relation of the new public management perspectives to service quality within public establishments and enterprises: A theoretical approach

Author

Listed:
  • Houda El Mohafidi

    (UM5 - Université Mohammed V de Rabat [Agdal])

  • Khaddouj Karim

    (ENSAM, UM5 - Ecole Nationale Supérieure des Arts et Métiers, Mohammed V University of Rabat)

Abstract

This contribution aims to explore theoretically the concept of public-service quality and to illustrate the contribution of New Public Management (NPM) practices on the improvement of the above-mentioned quality within Public Establishments and Enterprises (EEP) that need to be more flexible, adaptable, and ready to apply new procedures with agility. Indeed, these organizations present a particular field of study as they were the first to adopt the modernization practices resulting from the new public management model. From this perspective, NMP is seen as a transdisciplinary reform, combining the strategic, financial, marketing, and human resource functions, focusing on the improvement of the global performance of the organization and providing a quality public service to satisfy the citizen customer in terms of accessibility, equity, and transparency. Through this theoretical paper, we aim to investigate the interrelation between anchoring NMP's tools and the improvement of public service quality and thus improve the performance of the sector. For this purpose, a theoretical exploration has been conducted, which ended with the development of a research hypothesis to test the theoretical relationship between the constructs of the study, ended by a conceptual model.

Suggested Citation

  • Houda El Mohafidi & Khaddouj Karim, 2023. "The relation of the new public management perspectives to service quality within public establishments and enterprises: A theoretical approach," Post-Print hal-04156099, HAL.
    • Handle: RePEc:hal:journl:hal-04156099
    DOI: 10.5281/zenodo.8075747
    Note: View the original document on HAL open archive server: https://hal.science/hal-04156099
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    References listed on IDEAS

    as
    1. William Sabadie, 2003. "Conceptualisation et mesure de la qualité perçue d'un service public," Post-Print halshs-00467927, HAL.
    2. Andreas Kakouris & Elina Meliou, 2011. "New Public Management: Promote the Public Sector Modernization Through Service Quality. Current Experiences and Future Challenges," Public Organization Review, Springer, vol. 11(4), pages 351-369, December.
    3. Béatrice Van Haeperen, 2012. "Que sont les principes du New Public Management devenus ?. Le cas de l'administration régionale wallonne," Reflets et perspectives de la vie économique, De Boeck Université, vol. 0(2), pages 83-99.
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