Evaluation of Public Services Considering the Expectations of Users—A Systematic Literature Review

Abstract

Evaluating public services has become an important task in order to direct actions that may positively affect with the quality of the service provided by governments. To undertake an effective evaluation, it is necessary to analyze data and information on the impact of the services. A wide range of studies have been proposed to measure how an organization delivers its services according to the expectations of the stakeholders. This paper investigates approaches for evaluating public services from the perspective of users. The goal is to identify and describe evaluation-based models, as well as the instruments and tools employed in the service evaluation process. A systematic literature review was conducted to search and analyze studies published in the last 15 years. From the analysis of 31 studies, we identified four main dimensions regarding service evaluation: quality, success and acceptance of information systems, user satisfaction, and user experience. This work contributes to the identification of models, dimensions, instruments, and tools to evaluate public services from the perspective of users. The results of this work can be used as a guide to the Public Administration in the construction of effective models to evaluate their public services and to guarantee quality standards that meet the expectations of the users.