Construct a public service quality evaluation model: evidence from Chinese public service industry

This paper discusses the particularities and the characteristics of public service sector, and constructs a service quality evaluation model for public services after an investigation of the public service companies, including tap water, electric power, gas and thermoelectricity in Tianjin Economy and Technology Development Area (TEDA). The customer investigation of the above four kinds of public service companies includes interviews and questionnaires. Statistical analyses of the investigation were performed to test the reliability and validity of the service quality evaluation model. The paper finds out the difference and similarity of evaluation of service quality perception between companies and residents using the above model, and discusses future research on the evaluation of public service quality.