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

Quality of service 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, availability, reliability, continuity of service. Measuring the quality of public services aimed at reducing the gap between the expected level of service and users / beneficiaries. In this sense, the measurement of user satisfaction is achieved by the degree of anticipation of needs, the degree of satisfaction of the demand for services, the degree of flexibility (promptly) they respond to emergency situations, the efficiency in solving problems. The second part of the paper contains an analysis of the quality of local public transport service provided by the RATB.