Evaluation of Public Services Considering the Expectations of Users—A Systematic Literature Review

Abstract

Evaluating public services has become an important task in order to direct actions that may positively affect with the quality of the service provided by governments. To undertake an effective evaluation, it is necessary to analyze data and information on the impact of the services. A wide range of studies have been proposed to measure how an organization delivers its services according to the expectations of the stakeholders. This paper investigates approaches for evaluating public services from the perspective of users. The goal is to identify and describe evaluation-based models, as well as the instruments and tools employed in the service evaluation process. A systematic literature review was conducted to search and analyze studies published in the last 15 years. From the analysis of 31 studies, we identified four main dimensions regarding service evaluation: quality, success and acceptance of information systems, user satisfaction, and user experience. This work contributes to the identification of models, dimensions, instruments, and tools to evaluate public services from the perspective of users. The results of this work can be used as a guide to the Public Administration in the construction of effective models to evaluate their public services and to guarantee quality standards that meet the expectations of the users.

Predictors of satisfaction with digital follow‐up in Norwegian Labor and Welfare Administration: A sequential mixed‐methods study

“…These findings may be placed more broadly in the idea of 'system quality', which relates user satisfaction to the quality and relevance of information (Vítor et al, 2022). On the other hand, clients' perception of information may also be related to their 'bureaucratic competence', that is, their abilities to obtain and understand information from public authorities (Gordon, 1975).…”

“…Previous research has examined how digitalization affects user experience and satisfaction. For instance, digital skills, online access, system quality, technology acceptance, user satisfaction, and user experience are commonly explored domains (Heponiemi et al, 2020;Vítor et al, 2022). Conversely, barriers relate to poor self-rated health, financial hardship, low age, lower level of education, and degree of urbanisation (Heponiemi et al, 2021;Vítor et al, 2022).…”

“…For instance, digital skills, online access, system quality, technology acceptance, user satisfaction, and user experience are commonly explored domains (Heponiemi et al, 2020;Vítor et al, 2022). Conversely, barriers relate to poor self-rated health, financial hardship, low age, lower level of education, and degree of urbanisation (Heponiemi et al, 2021;Vítor et al, 2022). Timely delivery (i.e., perception of acceptable response time) are associated with increased satisfaction (Lamsal & Gupta, 2022), and more broadly, with acceptance of information systems (Saha et al, 2010), and personalised online services, such as saving and storing information (Chan, 2022).…”

Quality assessment of public services in Latvia

“…The quality and efficiency of service provision are essential prerequisites for improving the process of public service provision. The evaluation of public services must become a necessary task for future actions that can positively impact the quality of services provided by public authorities (de Menezes, Pedrosa, 2022). For the gains of the quality improvement to become large enough, critical evaluation of the justification of demands and quality of services may yield a much more significant effect in alleviating the administrative load and improving state administration (VARAM, 2013).…”

Evaluation of e-Service Quality Impacts Customer Satisfaction: One-Gate Integrated Service Application in Indonesian Weather Agency

“…This can mean that www.ijacsa.thesai.org public satisfaction with the service system has decreased. Therefore, it is necessary to evaluate public services to direct actions that can positively impact the quality of services provided by the government [7].…”