This paper explores the critical factors in evaluating service quality within the public sector, focusing on the unique challenges faced by government agencies and public institutions. It examines various metrics used to assess service quality, including efficiency, accessibility, transparency, responsiveness, and citizen satisfaction. The study also highlights the difficulties in applying private-sector evaluation models to public services due to differing goals, resource constraints, and stakeholder expectations. Additionally, best practices for enhancing service quality are discussed, with an emphasis on the need for continuous improvement, stakeholder engagement, and adopting technology-driven solutions. The paper aims to provide a comprehensive understanding of how public sector organizations can measure and improve service delivery to better serve citizens.

Service quality, public sector, measurement

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