Author(s)

Yamei Shi ¹, Zhenzhen Zhang ¹

Affiliation(s)

¹ Department of Accounting, Jiaxing University, Zhongdai Street, Pinghu City, Zhejiang Province, China

Corresponding Author

Yamei Shi

ABSTRACT

In order to understand the critical influence factors of the quality of public services, this study has collected hundreds of the existing literature in this field and listed in detail the factors affecting the quality of public service through literature review. We find that the direct provider's public service motivation plays an important role in the quality of public service.

KEYWORDS

quality of public service, public service motivation, supply mode, PP

CITE THIS PAPER

Yamei Shi, Zhenzhen Zhang, Study on the Factors Affecting the Quality of Public Service. Social Security and Administration Management (2022) Vol. 3: 24-29. DOI: http://dx.doi.org/10.23977/socsam.2022.030104.

REFERENCES

[1] Donald P. Moynihan and Sanjay K. Pandey. (2007) The Role of Organizations in Fostering Public Service Motivation, Public Administration Review, 67, 40-53.
[2] Andersen, Lotte Bøgh and Anne Mette Kjeldsen. (2013) Public Service Motivation, User Orientation and Job Satisfaction: A Question of Employment Sector? International Public Management Journal, 16, 252–274.
[3] Judge Timothy A., Thoresen Carl J., Bono Joyce E. and Patton Gregory K. (2001) The Job Satisfaction-Job Performance Relationship: A Qualitative and Quantitative Review, Psychological Bulletin, 127, 376–407.
[4] Nurung, Rakhmat, S Asang and Hamsinah. (2019) Public Service Motivation and Job Satisfaction as Driving the Quality of Public Services in Disaster Emergency, Earth and Environmental Science, 235, 12-60.
[5] Daniel L. Millimet and Vasudha Rangaprasad. (2007) Strategic Competition Amongst Public Schools, Regional Science and Urban Economics, 37, 199-219. 
[6] Eric A. Hanushek, John F. Kain, Jacob M. Markman and Steven G. Rivkin. (2003) Does Peer Ability Affect Student Achievement? Journal of Applied Econometrics, 18, 527-544.
[7] Brown Trevor. (2007) Coercion versus Choice: Citizen Evaluations of Public Service Quality across Methods of Consumption, Public Administration Review, 67, 559-572.
[8] Parasuraman, A., Valarie A. Zeithaml, and Leonard L. Berry. (1988) SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, 64, 12-40.
[9] Andrew D Pinto, Heather Manson, Bernadette Pauly, Joanne Thanos, Amanda Parks and Amy Cox. (2012) Equity in Public Health Standards: A Qualitative Document Analysis of Policies from Two Canadian Provinces, International Journal for Equity in Health, 11, 28-37.

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