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International Journal of Innovation and Scientific Research
ISSN: 2351-8014
 
 
Tuesday 11 August 2020

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The Public Service Qualitative Dimensions from the Citizen-Customers perspective: A Literature Review and Conceptual Model


Volume 49, Issue 2, July 2020, Pages 230–246

 The Public Service Qualitative Dimensions from the Citizen-Customers perspective: A Literature Review and Conceptual Model

Abdelmajid Haddad, Saïd Mssassi, and Mohamed Makkaoui

Original language: English

Received 5 June 2020

Copyright © 2020 ISSR Journals. This is an open access article distributed under the Creative Commons Attribution License, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.

Abstract


The purpose of this paper is to contribute to the understanding of public service quality in its relationship with citizen-customers satisfaction. The methodological choice consists of a synthesis of public service theories, a conceptual frameworks of service marketing and models of service quality. This theoretical synthesis made also possible to discuss the concepts of service quality and their application in the context of public administration. Thus, this article proposes a conceptual model of quality based on seven qualitative dimensions of the public service influencing citizen-customers satisfaction. The theoretical results indicate that these qualitative dimensions make it possible to grasp the contribution of quality to mastering the complexity of public service through citizen-customers satisfaction.

Author Keywords: Administrative Reform, Public Service, Quality Management, Satisfaction, Citizen-customers.


How to Cite this Article


Abdelmajid Haddad, Saïd Mssassi, and Mohamed Makkaoui, “The Public Service Qualitative Dimensions from the Citizen-Customers perspective: A Literature Review and Conceptual Model,” International Journal of Innovation and Scientific Research, vol. 49, no. 2, pp. 230–246, July 2020.