Investigating the Factors Related to Measuring the Public Services Quality in the Public Sector with Service Delivery Processes

Document Type: Original Article

Authors

1 Department of Management, Kerman Branch, Islamic Azad University, Kerman, Iran

2 Assistant Professor, Department of Management, Kerman Branch, Islamic Azad University, Kerman, Iran,

3 Department of Management, Kerman Branch, Islamic Azad University, Kerman, Iran,

Abstract

Providing high quality services to customer is among the strategic issues of this course for the private and public sectors. Therefore, the present research was conducted to investigate the factors related to measuring the public services quality in the public sector with service delivery processes.The method of doing research was descriptive-survey. The population includes; the first group: experts familiar with theories of service quality, and the second group: the employees of the Jihad-e-Agriculture Organization in the provinces of Iran (29,687 people), that according to the Cochran's formula 380 people of them were selected as samples. In the field of data collection, the questionnaire of factors related to measuring service delivery processes and the questionnaire of public service quality were used, that their validity are 0.91.5 and 0.94.9 and have the reliability of 0.95 and 0.97.1, respectively. Data analysis was performed using confirmatory factor analysis by applying LISREL software version 8. The strength of the relationship between the factors related to measuring the public services quality in the public sector with service delivery processes was calculated equal to 0.37, which showed a desirable correlation. The t-statistical test was also obtained 3.21 which is higher than the critical value of t at the error level of 5%, that is 1.96 and showed that the observed correlation is significant. One of the characteristics of service affairs is the inseparability of the service from its provider, and this characteristic indicates that in most cases the consumer cannot and does not want to separate the service from its provider, the status and conditions of receiving services. On this basis, it can be said that the public services quality in the public sector has a consistent relationship with the service delivery processes that leads the customer to receive better services from the desired organization.

Keywords