Local Governance in a Developing Country. Public Performance Using SERVQUAL Model

      Аннотация: The government is accountable to the people, moreover, the government must provide efficient and effective public services that live up to the standards of the citizens as their customers since they are the recipients of their services. Improving the quality of public services is an effort to improve the quality and innovation of public services at each government agency on a regular basis according to the needs and expectations of the community. In addition, improving the quality of public services is carried out to build public trust in public service providers to increase public satisfaction.

Ключевые слова: Public Performance, service quality, Local Governance