Quality of Public Services Case Study:: Local Public Transport Service (I)

The paper is divided into two parts. In the first part, is debated the concept of "quality public service" and the importance it attaches to its public service users. Service quality is an important aspect of performance in any organization in the public sector, which may be defined by covering all service delivery components that are important to users, such as the timeliness, accuracy, timeliness, accessibility, reliability, continuity of service. Measuring the quality of public services aimed at reducing the difference between the expected service and users/beneficiaries. In this sense, the measurement of user satisfaction is achieved by the degree of anticipation of needs satisfaction level of demand for services, the degree of flexibility (promptly) they respond to emergency situations, the degree of efficiency in solving problems. The second part of the paper contains an analysis of the quality of the local public transport service rendered by RATB.