The Quality in Public Service Delivery in Angola: a perception of users in Luanda’s SIAC

Authors

  • Pedro António Munzemba Universidade Lueji A'Nkonde
  • Joaquim Filipe Ferraz Esteves de Araújo Escola de Economia e Gestão da Universidade do Minho

DOI:

https://doi.org/10.21814/perspectivas.3354

Keywords:

Quality; Perception of the quality; Satisfaction; Public services; Users.

Abstract

The quality of public services delivery is an issue on the government's agenda. The creation of the Integrated Citizen Service (SIAC) in Angola sought to introduce a new way of providing public services, in which quality was a concern. The aim of this paper is to analyse the perception that the citizens have about the quality of the services rendered in SIAC's, in way to infer the degree of satisfaction of the same ones, as well as verifying the dimensions of the quality they have been noticed by the users as properly assisted. The research was accomplished through the application of an inquiry by questionnaire close to the representative sample of the users of this service, in Luanda, using the SERVQUAL scale. An analysis of Multiple Lineal Regression was accomplished, through IBM SPSS (version 25). The empirical component of the study was validated all the five presented hypotheses, demonstrating that the dimension of empathy is the strongest preditor to foresee the satisfaction, while, the preditor with less contributor is the dimension of tangibility. The results obtained indicate that the SIAC's contributed to the increase of the perception of the quality of the public services. This indicates that the administrative modernization implemented by PREA in relation to SIAC is producing the desired effects in terms of public policies. Finally, this study is particularly relevant to the literature on the quality of public services, as it expand the scope of use of SERVQUAL scales to measure the quality of services in a context that differentiates it from previous studies - the Angolan public sector.

Downloads

Download data is not yet available.

References

Agus, Arawati, Sunita Barker, e Jay Kandampully. 2007. “An exploratory study of service quality in the Malaysian public service sector.” International Journal of Quality & Reliability Management, 24(2): 177-190.

Ali, Muhammad, e Syed Ali Raza. 2015. “Service quality perception and customer satisfaction in Islamic banks of Pakistan: the modified SERVQUAL model.” Total Quality Management & Business Excellence, 28(5-6): 559-577.

Amorin, Marlene, e Fatemeh Bashashi Saghezchi. 2014. “An investigation of service quality assessments across retail formats.” International Journal of Quality and Service Sciences, 6(2/3): 221-236.

Araújo, Joaquim Filipe Ferraz Esteves. 2001. “Improving public service delivery: the crossroads between NPM and traditional bureaucracy.” Public Administration, 79(4): 915-932.

Ashraf, Sarfraz, Rashid Ilyas, Majid Imtiaz, e Sajjad Ahmad. 2018. “Impact of Service Quality, Corporate Image and Perceived Value on Brand Loyalty with Presence and Absence of Customer Satisfaction: A Study of four Service Sectors of Pakistan.” International Journal of Academic Research in Business and Social Sciences, 8(2): 452-474.

Badri, Masood A., Mohamed Abdulla, e Abdelwahab Al-Madani. 2005. “Information technology center service quality Assessment and application of SERVQUAL.” International Journal of Quality & Reliability Management, 22(8): 819-848.

Buckley, Joan. 2003. “E-service quality and the public sector.” Managing Service Quality, 13(6): 453-462.

Carman, James M. 1990. “Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions.” Journal of Retailing, 66(1): 33-55.

Carapeto, Carlos, e Fátima Fonseca. 2014. Administração Pública: Modernização, Qualidade e Inovação. 2.ª Ed. Lisboa: Edições Sílabo.

Carvalho, Cláudia, e Carlos Brito. 2012. “Assessing Users’ Perceptions on how to Improve Public Services Quality.” Public Management Review, 14(4): 451-472.

Coutinho, Clara Maria Gil Fernandes Pereira. 2018. Metodologia de Investigação em Ciências Sociais e Humanas. Teoria e Prática. 2.ª Ed. Coimbra: Almedina.

Curry, Adrienne. 1999. “Innovation in public servisse management.” Managing Service Quality, 9(3): 180-190.

Chatzoglou, Prodromos, Dimitrios Chatzoudes, Eftichia Vraimaki, e Anastasios Diamantidis. 2013. “Service quality in the public sector: the case of the Citizen's Service Centers (CSCs) of Greece.” International Journal of Productivity and Performance Management, 62(6): 583-605.

Decreto n.º 22/07 de 02 de Maio, I Série n.º 53, Diário da República. Sobre a criação do Serviço Integrado de Atendimento ao Cidadão, abreviadamente, SIAC. Luanda: Imprensa Nacional.

Domingues, Ivo. 2004. “Qualidade nos serviços públicos – constrangimentos e possibilidades.” Revista Episteme 5, 13-14: 225-242.

Donnelly, Mike. 1999. “Making the difference: quality strategy in the public sector.” Managing Service Quality: An International Journal, 9(1): 47-52.

Donnelly, Mike, Neil J. Kerr, Russel Rimmer , e Edward M. Shiu. 2006. “Assessing the quality of police services using SERVQUAL.” Policing An International Journal of Police Strategies & Management, 29(1): 92-106.

Fatima, Johra Kayeser, e Mohammed Abdur Razzaque. 2014. “Service quality and satisfaction in the banking sector.” International Journal of Quality & Reliability Management, 31(4): 367-379.

Fortin, Marie-Fabienne, José Côté, e Françoise Filion. 2009. Fundamentos e Etapas do Processo de Investigação. Lisboa: Lusodidacta.

Fragoso, Jaime Torres, e Ignacio Luna Espinoza. 2017. “Assessment of banking service quality perception using the SERVPERF model.” Contaduría y Administración, 62(4): 1294-1316.

Gong, Taeshik, e Youjae Yi. 2018. “The effect of service quality on customer satisfaction, loyalty, and happiness in five Asian countries.” Psychology e Marketing, 35(6): 427: 442.

Gowan, Mary, John Seymour, Santiago Ibarreche, e Charles Lackey. 2001. “Service quality in a public agency: same expectations but diferente perceptions by employees, managers, and customers.” Journal of Quality Mangement, 6(2): 275-291.

Ghasemian, Seyed Hamid Reza, Naser Azad, e Hamid Seyedaliakbar. 2014. “structural equation model of effective variables on service quality in capital industrial goods sector.” International Journal of Quality and Service Sciences, 6(1): 30-42.

Ghobadian, Abby, Simon Speller, e Matthew Jones. 1994. “Service Quality: Concepts and Models.” International Journal of Quality & Reliability Management, 11(9): 43-66.

Hapsari, Raditha, Michael Clemes, e David Dean. 2016. “The Mediating Role of Perceived Value on the Relationship between Service Quality and Customer Satisfaction: Evidence from Indonesian Airline Passengers.” Procedia Economics and Finance, 35: 388-395.

Hill, Manuela Magalhães, e Andrew Hill. 2016. Investigação por Questionário. 2.ª Ed. Lisboa: Edições Sílabo.

Hussain, Rahim, Amjad Al Nasser, e Yomna K. Hussain. 2015. “Service quality and customer satisfaction of a UAE-based airline: An empirical investigation.” Journal of Air Transport Management, 42: 167-175.

Ilhaamie, Abdul Ghani Azmi. 2010. “Service Quality in Malaysian Public Service: Some Findings.” International Journal of Trade, Economics and Finance, 1(1): 40-45.

Kakouris, Andreas P., e Elina Meliou. 2011. “New Public Management: Promote the Public Sector Modernization Through Service Quality. Current Experiences and Future Challenges.” Public Organization Review, 11(4): 351-369.

Kang, Gi‐Du, e Jeffrey James. 2004. “Service quality dimensions: an examination of Grönroos’s service quality model.” Managing Service Quality: An International Journal, 14(4): 266-277.

Löffler, Elke. 2001. “Defining Quality in Public Administration”. Artigo apresentado na sessão sobre Qualidade na Administração Pública: Conceitos Básicos e Perspectiva Comparada. Conferência da NISPAcee. Riga, 10-13 de Maio.

Maroco, João, e Teresa Garcia-Marques. 2006. “Qual a fiabilidade do alfa de Cronbach? Questões antigas e soluções modernas?” Laboratório de Psicologia, 4(1): 65-90.

Ministério da Administração Pública, Trabalho e Segurança Social. 2017. Programa de reforma administrativa e modernização da administração pública – conteúdo e resultados (1991-2016). Luanda: MAPTESS.

Miranda, Sandra, Patrícia Tavares, e Rita Queiró. 2018. “Perceived service quality and customer satisfaction: A fuzzy set QCA approach in the railway sector.” Journal of Business Research, 89: 371-377.

Neves, José. 2002. “A Gestão da Qualidade Total no Sector da Administração Pública.” Recursos Humanos Magazine, 34-50.

Orwig, Robert A., John Pearson, e Dan Cochran. 1997. “An Empirical Investigation into the Validity of SERVQUAL in the Public Sector.” Public Administration Quarterly, 21(1): 54-68.

Pansiri, Jaloni, e Rebana N. Mmereki. 2010. “Using the Servqual Model to Evaluate the Impact of Public Service Reforms in the Provision of Primary Health Care in Botswana.” Journal of African Business, 11(2): 219-234.

Paul, Justin, Arun Mittal, e Garima Srivastav. 2016. “Impact of service quality on customer satisfaction in private and public sector banques.” International Journal of Bank Marketing, 34(5): 606-622.

Parasuraman, A., Valarie A. Zeithaml, e Leonard L. Berry. 1985. “A conceptual model of service quality and its implications for future research.” Journal of Marketing, 49(4): 41-50.

Parasuraman, A., Valarie A. Zeithaml, e Leonard L. Berry. 1988. “SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality.” Journal of Retailing, 64(1): 12-40.

Pinho, José Carlos, Isabel Maria Macedo, e Albertina Paula Monteiro. 2007. “The impact of online SERVQUAL dimensions on certified accountant satisfaction”. EuroMed Journal of Business, 2(2): 154-172.

Ramseook-Munhurrun, Prabha, Soolakshna D. Lukea-Bhiwajee, e Perunjodi Naidoo. 2010. “Service Quality in the Public Service.” International Journal of Management and Marketing Research, 3(1): 37-50.

Ravichandran, K., B. Tamil Mani, S. Arun Kumar, e S. Prabhakaran. 2010. “Influence of Service Quality on Customer Satisfaction Application of Servqual Model.” International Journal of Business and Management, 5(4): 117-124.

Rocha, J. A. Oliveira. 2006. Gestão da Qualidade. Aplicação aos Serviços Públicos. Lisboa: Escolar Editora.

Royer, Isabelle, e Philippe Zarlowski. 2001. Research Design. In Doing Management Research - A Comprehensive Guide. London - Thousand Oaks - New Delhi: Sage Publications.

Rhee, Seung-Kyu, e June-Young Rha. 2009. “Public service quality and customer satisfaction: exploring the attributes of service quality in the public sector.” The Service Industries Journal, 29(11): 1491-1512.

Silvestre, Hugo Consciência. 2010. Gestão Pública: Modelos de Prestação no Serviço Público. Lisboa: Escolar Editora.

Smith, Gareth, Alison Smith, e Alison Clarke. 2007. “Evaluating service quality in universities: a service department perspective.” Quality Assurance in Education, 15(3): 334-351.

Taner, Tolga, e Jiju Antony. 2006. “Comparing public and private hospital care service quality in Turkey.” Leadership in Health Services, 19(2): 1-10.

Wisniewski, Mik. 1996. “Measuring service quality in the public sector: The potential for SERVQUAL.” Total Quality Management, 7(4): 357-366.

Wisniewski, Mik. 2001. “Using SERVQUAL to assess customer satisfaction with public sector services.” Managing Service Quality: An International Journal, 11(6): 380-388.

Zeithaml, Valerie A., e Mary Jo Bitner. 2003. Marketing de serviços: a empresa com foco no cliente. 2.ª Ed. Porto Alegre, RS: Bookman.

Published

2021-06-22

How to Cite

Munzemba, P. A., & Araújo, J. F. F. E. de. (2021). The Quality in Public Service Delivery in Angola: a perception of users in Luanda’s SIAC. Perspectivas - Journal of Political Science, 24, 41-55. https://doi.org/10.21814/perspectivas.3354

Issue

Section

Articles