• DocumentCode
    3566646
  • Title

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

  • Author

    Bai, Changhong ; Ye, Chen

  • Author_Institution
    Int. Bus. Sch., Nankai Univ., Tianjin, China
  • Volume
    1
  • fYear
    2005
  • Firstpage
    508
  • Abstract
    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.
  • Keywords
    customer services; public administration; service industries; Chinese public service industry; customer services; public administration; public service quality evaluation model; statistical analysis; Business; Gas industry; Performance evaluation; Pulp manufacturing; Statistical analysis; Testing; Thermoelectricity; Water;
  • fLanguage
    English
  • Publisher
    ieee
  • Conference_Titel
    Services Systems and Services Management, 2005. Proceedings of ICSSSM '05. 2005 International Conference on
  • Print_ISBN
    0-7803-8971-9
  • Type

    conf

  • DOI
    10.1109/ICSSSM.2005.1499525
  • Filename
    1499525