QUALITY IN PUBLIC SERVICE AND NECESSITIES FOR QUALIFIED PUBLIC SERVICE

Mehmet GÖKÜŞ, Zehra ÇUBUKCU

Abstract


New approaches in public administration within globalization processes and development of information technologies make ‘‘quality’’ notion prominent.Quality is defined by certain authorities as‘‘the ability of a service or product to meet individual or public needs’’. As seen in definition, meeting the needs is directly linked with the satisfaction of the ones who benefits from services. When the ability of the meeting the needs is enhanced, satisfaction of beneficiaries is also increased.

From the point of administration, when the quality of public services is issued; generally the compatibility of public service to pre-determined standards is considered. That is to say; public service is regarded as qualified if this service is compatible with pre-determined standards.

The determining process of public service quality –in terms citizens- emerges during the process of public service in which the citizen and service providers interact. Citizen find public service qualified when the expectances are met. In the situation that the expectances are met or overachieved, the public service is accepted as qualified. On the other hand the public service is defined as poor in the condition of failure of expectance.

In this study, initially the quality in public service will be defined. Afterwards the essential practices by administration for enhancing public service quality will be investigated.

Keywords: Public Service, Quality, Citizen Satisfaction

 


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