An assessment of the public service quality from the citizen perspective : case of the municipal institutions in Constantine
Other Title(s)
تقييم جودة الخدمة العمومية من وجهة نظر المواطن : دراسة حالة القطاعات الحضرية لبلدية قسنطينة
Joint Authors
Qurayshi, Muhammad Salah
Aqun, Sharaf
Qurayshi, Hajir
Source
Emir Abdelkader University of Islamic Sciences Review
Issue
Vol. 33, Issue 3 (31 Dec. 2019), pp.910-929, 20 p.
Publisher
Emir Abdelkader University of Islamic Sciences
Publication Date
2019-12-31
Country of Publication
Algeria
No. of Pages
20
Main Subjects
Topics
Abstract EN
The purpose of this paper is to assess the quality level of the services provided by the municipalities in Constantine.
The researchers have used the Servperf scale that it consisted of five dimensions (reliability, responsiveness, assurance, empathy, tangible).
The sample selection of the population contains 580 people.
Statistically speaking; a questionnaire is the main tool for data collection which were processed using the statistical analysis program SPSS.
The study findings have revealed that the quality of public service provided by the municipalities in Constantine is not satisfactory enough regarding citizens' opinion, and it does not meet their expectations.
Therefore, it can be recommended that there is a need to enhance the quality level of the services provided by these municipalities, in order to gain more confidences and satisfactions of their citizens
American Psychological Association (APA)
Qurayshi, Muhammad Salah& Aqun, Sharaf& Qurayshi, Hajir. 2019. An assessment of the public service quality from the citizen perspective : case of the municipal institutions in Constantine. Emir Abdelkader University of Islamic Sciences Review،Vol. 33, no. 3, pp.910-929.
https://search.emarefa.net/detail/BIM-1027114
Modern Language Association (MLA)
Qurayshi, Muhammad Salah…[et al.]. An assessment of the public service quality from the citizen perspective : case of the municipal institutions in Constantine. Emir Abdelkader University of Islamic Sciences Review Vol. 33, no. 3 (2019), pp.910-929.
https://search.emarefa.net/detail/BIM-1027114
American Medical Association (AMA)
Qurayshi, Muhammad Salah& Aqun, Sharaf& Qurayshi, Hajir. An assessment of the public service quality from the citizen perspective : case of the municipal institutions in Constantine. Emir Abdelkader University of Islamic Sciences Review. 2019. Vol. 33, no. 3, pp.910-929.
https://search.emarefa.net/detail/BIM-1027114
Data Type
Journal Articles
Language
English
Notes
-
Record ID
BIM-1027114