The experience of public services’ quality benchmarking

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Quality assessment of public services revealed significant differences in performance across nine services.
The survey gathered data from 337 informants, aiming to identify factors impacting service quality across the Chelyabinsk Region.
Empirical methods involved personal interviews to assess customer satisfaction with service delivery processes.
Benchmarking insights may enable government bodies to adopt best practices and enhance service quality effectively.

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Comparative analysis evaluates quality assessment in public services, indicating benchmarking's role in performance improvement.

Головщинский et al. (2008) studied this question.

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