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The focus of this research is on assessing the perception of public service quality through a customer-centred approach. Public service quality comprises multiple factors that are prioritised differently by customers. Therefore, the study aims to conduct a literature review to identify the primary quality dimensions of public services and evaluate the heterogeneity of their perception within the context...
Research background: During the COVID-19 pandemic, public sector entities encountered extraordinary difficulties in maintaining the delivery of public services. They were ill-equipped to operate in the unpredictable circumstances of the pandemic, causing a significant impact on the accessibility and quality of public services. This scenario also highlighted the importance of the resilience of the...
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