Improvement in the services provided by a public organization

Abstract

The measurement of service quality has been a major issue for all service providers, including public organizations. Citizens who seek out public agencies are interested in obtaining not only a solution of their problems but reliable, responsive, and efficient services. On the assumption that every organization is a collection of processes, this paper investigates how it is possible to relate internal organizational processes to the services offered to help improve the quality perceived by the customer. To do so, an exploratory study was carried out using a survey that applied the SERVQUAL analysis tool, complemented by an analysis of cause and effect. The results showed that it is possible to relate the service offered to the different internal processes, which facilitates the identification of opportunities for improving the provided service.