An Assessment of the Public Service Quality from the Citizen Perspective – Case of the Municipal Institutions in Constantine

Abstract

The purpose of this paper is to assess the quality level of the services provided by the municipalities in Constantine. The researchers have used the Servperf scale that it consisted of five dimensions (reliability, responsiveness, assurance, empathy, tangible). The sample selection of the population contains 580 people. Statistically speaking; a questionnaire is the main tool for data collection which were processed using the statistical analysis program SPSS. The study findings have revealed that the quality of public service provided by the municipalities in Constantine is not satisfactory enough regarding citizens' opinion, and it does not meet their expectations. Therefore, it can be recommended that there is a need to enhance the quality level of the services provided by these municipalities, in order to gain more confidences and satisfactions of their citizens