Quality assessment of the services delivered by a court, based on the perceptions of users, magistrates, and court officials
Autor(a) principal: | |
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Data de Publicação: | 2021 |
Outros Autores: | , , |
Tipo de documento: | Artigo |
Idioma: | eng |
Título da fonte: | Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
Texto Completo: | https://hdl.handle.net/1822/83788 |
Resumo: | This paper aims to measure the quality of the services delivered by a court by assessing the satisfaction of court users and service providers, i.e., magistrates and court officials. For that purpose, a case study was carried out and data were collected by means of a questionnaire based on the SERVPERF instrument, in which perceived service quality is measured, considering court users, magistrates, and court officials’ perceptions of post-service performance. One hundred and fifty-eight questionnaires were successfully returned. An in-depth interview was later conducted to the court administrator to gain a richer understanding of the results achieved and ask follow-up questions. Overall, findings revealed that court users, magistrates, and court officials clearly have a positive view of the services provided, although improvement is needed, particularly in the court’s facilities and technological equipment. The current research sheds some light on the potentialities and difficulties of assessing service quality in the judiciary and contributes to the validation of the SERVPERF instrument in this context. |
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Quality assessment of the services delivered by a court, based on the perceptions of users, magistrates, and court officialsService qualityJudiciarySERVPERFCourt administrationCiências Sociais::Economia e GestãoThis paper aims to measure the quality of the services delivered by a court by assessing the satisfaction of court users and service providers, i.e., magistrates and court officials. For that purpose, a case study was carried out and data were collected by means of a questionnaire based on the SERVPERF instrument, in which perceived service quality is measured, considering court users, magistrates, and court officials’ perceptions of post-service performance. One hundred and fifty-eight questionnaires were successfully returned. An in-depth interview was later conducted to the court administrator to gain a richer understanding of the results achieved and ask follow-up questions. Overall, findings revealed that court users, magistrates, and court officials clearly have a positive view of the services provided, although improvement is needed, particularly in the court’s facilities and technological equipment. The current research sheds some light on the potentialities and difficulties of assessing service quality in the judiciary and contributes to the validation of the SERVPERF instrument in this context.MDPIUniversidade do MinhoSá, Patrícia Moura eRosa, Maria JoãoSantinha, GonçaloValente, Cátia20212021-01-01T00:00:00Zinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/articleapplication/pdfhttps://hdl.handle.net/1822/83788engMoura e Sá, P., Rosa, M. J., Santinha, G., & Valente, C. (2021, January 7). Quality Assessment of the Services Delivered by a Court, Based on the Perceptions of Users, Magistrates, and Court Officials. Sustainability. MDPI AG. http://doi.org/10.3390/su130205042071-105010.3390/su13020504https://www.mdpi.com/2071-1050/13/2/504info:eu-repo/semantics/openAccessreponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAP2023-07-21T12:23:29Zoai:repositorium.sdum.uminho.pt:1822/83788Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-19T19:17:13.597062Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãofalse |
dc.title.none.fl_str_mv |
Quality assessment of the services delivered by a court, based on the perceptions of users, magistrates, and court officials |
title |
Quality assessment of the services delivered by a court, based on the perceptions of users, magistrates, and court officials |
spellingShingle |
Quality assessment of the services delivered by a court, based on the perceptions of users, magistrates, and court officials Sá, Patrícia Moura e Service quality Judiciary SERVPERF Court administration Ciências Sociais::Economia e Gestão |
title_short |
Quality assessment of the services delivered by a court, based on the perceptions of users, magistrates, and court officials |
title_full |
Quality assessment of the services delivered by a court, based on the perceptions of users, magistrates, and court officials |
title_fullStr |
Quality assessment of the services delivered by a court, based on the perceptions of users, magistrates, and court officials |
title_full_unstemmed |
Quality assessment of the services delivered by a court, based on the perceptions of users, magistrates, and court officials |
title_sort |
Quality assessment of the services delivered by a court, based on the perceptions of users, magistrates, and court officials |
author |
Sá, Patrícia Moura e |
author_facet |
Sá, Patrícia Moura e Rosa, Maria João Santinha, Gonçalo Valente, Cátia |
author_role |
author |
author2 |
Rosa, Maria João Santinha, Gonçalo Valente, Cátia |
author2_role |
author author author |
dc.contributor.none.fl_str_mv |
Universidade do Minho |
dc.contributor.author.fl_str_mv |
Sá, Patrícia Moura e Rosa, Maria João Santinha, Gonçalo Valente, Cátia |
dc.subject.por.fl_str_mv |
Service quality Judiciary SERVPERF Court administration Ciências Sociais::Economia e Gestão |
topic |
Service quality Judiciary SERVPERF Court administration Ciências Sociais::Economia e Gestão |
description |
This paper aims to measure the quality of the services delivered by a court by assessing the satisfaction of court users and service providers, i.e., magistrates and court officials. For that purpose, a case study was carried out and data were collected by means of a questionnaire based on the SERVPERF instrument, in which perceived service quality is measured, considering court users, magistrates, and court officials’ perceptions of post-service performance. One hundred and fifty-eight questionnaires were successfully returned. An in-depth interview was later conducted to the court administrator to gain a richer understanding of the results achieved and ask follow-up questions. Overall, findings revealed that court users, magistrates, and court officials clearly have a positive view of the services provided, although improvement is needed, particularly in the court’s facilities and technological equipment. The current research sheds some light on the potentialities and difficulties of assessing service quality in the judiciary and contributes to the validation of the SERVPERF instrument in this context. |
publishDate |
2021 |
dc.date.none.fl_str_mv |
2021 2021-01-01T00:00:00Z |
dc.type.status.fl_str_mv |
info:eu-repo/semantics/publishedVersion |
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/article |
format |
article |
status_str |
publishedVersion |
dc.identifier.uri.fl_str_mv |
https://hdl.handle.net/1822/83788 |
url |
https://hdl.handle.net/1822/83788 |
dc.language.iso.fl_str_mv |
eng |
language |
eng |
dc.relation.none.fl_str_mv |
Moura e Sá, P., Rosa, M. J., Santinha, G., & Valente, C. (2021, January 7). Quality Assessment of the Services Delivered by a Court, Based on the Perceptions of Users, Magistrates, and Court Officials. Sustainability. MDPI AG. http://doi.org/10.3390/su13020504 2071-1050 10.3390/su13020504 https://www.mdpi.com/2071-1050/13/2/504 |
dc.rights.driver.fl_str_mv |
info:eu-repo/semantics/openAccess |
eu_rights_str_mv |
openAccess |
dc.format.none.fl_str_mv |
application/pdf |
dc.publisher.none.fl_str_mv |
MDPI |
publisher.none.fl_str_mv |
MDPI |
dc.source.none.fl_str_mv |
reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação instacron:RCAAP |
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Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação |
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RCAAP |
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RCAAP |
reponame_str |
Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
collection |
Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
repository.name.fl_str_mv |
Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação |
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1799132624009035776 |