Critical factors in the perception of quality in public service care: the case of a decentralized federal agency
DOI:
https://doi.org/10.20983/novarua.2021.23.1Keywords:
Service quality, SERVPERF, SERVQUAL, Public managementAbstract
The objective of this study is to analyze the critical factors in service quality satisfaction in public administration, using a decentralized federal agency as a case study. The study design was quantitative and cross-sectional, using the SERVPERF model dimensions, with 491 respondents and analyzed through a structural equations model. The result showed that the dimensions linked to the interpersonal skills of the employees have greater weight than the one related to infrastructure when evaluating the quality of service by users.
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