Scholarly record

IMPACT OF PERFORMANCE ASSESSMENT TO INCREASE SERVICE QUALITY IN THE LOCAL PUBLIC SECTOR

Naim Ismajli, I. Krasniqi, A. Behluli, R. Hajdaj

Abstract

Performance assessments and performance management in public institutions is an issue that raises the needs for the serious approach toward increase of quality in the service access from citizens and costumers in those institutions. Manny researches and studies have been done, most of them focusing on management evaluations but also on the causes that have sparked the need for change, but little attention is paid to the performance assessment as well to resources that affect the changes. Therefore this research aims to address this important issue, the effects of these phenomena and finally tries by giving the recommendations to support local government administration developing strategies that will facilitate the managers in local public institutions to increase service quality and provide efficient work in their organizations/institutions. The paper combines both qualitative and quantitative analysis as well comparative methodologies which, on the other hand, enable cross-organizational evaluation and competence estimation for the services provided. During research questionariesВ’ are used to have primary data collection. Meanwhile the hypothesis and research questions are compared to different secondary data approaches from literature. Having in mind that changes through performance measurement are inevitable and knowing that this will cause structural changes and shortages in the workplace, the paper aims to find solutions for the new systematical approach in this regard. Therefore, this study examines the management's performance assessment of changes in institutions as well as their impact on the phenomenon of fluctuation of resources, their effects on local public institutions and quality increase of services that will lead to the life quality increase for citizens and supportive business environment for investments.

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