Quality Measurement Systems in Public Services and E-Government: Benchmarking

Abstract

The quality improvement initiatives of public services are partly a test of practices reproduction of companies operating in a competitive market. Public services are led to reconsider the status of the user and to take inspiration from the managerial methods that give a very important place to the expectations of the customer. For companies, customer satisfaction is a way to maximize profits. While the satisfaction of users, with respect to the general interest, is the aim of public services. This article presents in the first a literature review focusing on researches done on quality services than we broad picture about efforts and initiatives of countries to improve public service quality.