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The purpose of the present study is to measure the level of public service quality in a unique body of service provision, namely the Citizen's Service Centers (CSCs) of Greece. CSC is a public service organization created in 2002, aiming at providing assistance to all citizens and reducing the bureaucracy of the Greek public administration. Moreover, the present study aims to underline the importance of citizen participation in service planning and provision processes, thus providing an additional dimension to the “New Public Management” (NPM) discipline that has recently found itself under serious critique.

The present study utilized a slightly modified SERVQUAL instrument that was distributed to citizens visiting a representative sample of CSC branches. More specifically, 221 CSCs were visited by the members of the research team (20.35 per cent of the total population) and 843 usable questionnaires were collected from citizens. Random sampling techniques were used in order to acquire a representative and reliable sample.

In brief, it is found that, although citizen expectations are not met in three of the five SERVQUAL dimensions, the overall service quality performance is well above average, allowing one to claim that CSCs have achieved their initial target. The gap scores for the dimensions of empathy and responsiveness were positive, while the same scores for the dimensions of tangibles, reliability and assurance were negative.

The use of the SERVQUAL instrument has been a subject of critique by various authors. Its ability to measure service quality has been supported by many and disputed by few. The present study analytically examined the validity and reliability of the instrument, so as to ensure that its use successfully fits the public service environment.

The paper makes an analytical effort in order to point out areas that managers and policy makers should emphasize in order to increase the level of public services. Certain practical implications are offered in the final part of the paper.

CSCs are, according to the best of the researchers’ knowledge, a worldwide innovation only implemented in Greece. Hence, their examination may serve as a guiding light for other countries suffering from public sector inefficiencies. The methodological contribution of the paper lies in the implementation of the SERVQUAL instrument in the context of public services and its subsequent validation with the use of exploratory and confirmatory factor analysis. On a theoretical level, the present paper enhances the current literature with a paper that argues that citizens should actively participate in the processes of service planning and service provision.

The aim of this study is to determine the most critical success factors (CSFs) of lean adoption in a specific Greek public services subsector namely citizen's service centers (CSCs) and to define their underlying structure (latent constructs).

In this study an online structured questionnaire survey was distributed to all the Greek CSCs and six hundred and seventy-two employees responded and fully completed the questionnaire. Exploratory factor analysis (EFA) and confirmatory factor analysis (CFA) were applied to assess the reliability and validity of the latent constructs of the Lean CSFs.

Data analysis revealed that the latent constructs of the lean CSFs, namely communication, top management commitment and leadership, organizational culture, training and education, change and project management, availability of resources, teamwork, and employee involvement and empowerment are of major importance for the adoption of lean in the CSCs.

The small percentage of the responding employees of the Greek CSCs, given their large population and the subjective nature of the data collected constitute the main limitations of the present study.

The findings of this research can guide managers and decision makers of CSCs in recognizing the key factors that potentially will influence the successful adoption of lean, and the enhancement of the quality management initiatives of these services organizations. Moreover, the formulated model can also serve as a reference for academics and researchers to generate new research ideas. Finally, the results may offer guidelines to managers of public services organizations of other countries with a similar structure of the public sector.

The present study is stimulated by the existing gap identified in the literature in the field of the public sector. Building on the public sector literature, this is the first study that evaluates the importance of the CSFs of lean in the Greek CSCs and defines their underlying structure.

Citizen's service centers (CSCs) are front-end delivery public points which aim to reduce bureaucratic procedures and improve citizens' services. The present study, based on the citizens' perceptions, aims to explore the impact of the CSCs' service quality on citizens' satisfaction and also to identify statistically significant differences with regard to service quality dimensions and citizen satisfaction among different groups of citizens.

A questionnaire survey was carried out based on the five dimensions of the SERVPERF model. Random sampling was used to acquire a representative and reliable sample of 1,226 respondents. Descriptive statistics, multiple linear regression analysis, T-test and ANOVA were applied to analyze the data.

According to the citizens' perceptions, the levels of the service quality dimensions and citizen satisfaction are medium to high. The service quality dimensions have a statistically significant impact on citizens' satisfaction. Moreover, statistically significant differences are observed among groups of citizens in terms of the service quality dimensions and citizen satisfaction.

The present study is stimulated by the existing gap identified in the literature in the field of the public sector and more specifically in the CSCs. Building on the public sector literature, the study examines the relationship between service quality dimensions and citizens' satisfaction from the services provided by the Greek CSCs, which are innovative public service organizations operating all over Greece. It also highlights key implications for public organizations and government policy decision-makers based on citizens' demographic characteristics.

The purpose of this study is to determine the relationships between Lean adoption and organizational performance in a specific Greek public services subsector, namely, citizen’s service centers (CSCs).

An online structured questionnaire survey was distributed to all the Greek CSCs, and 672 employees responded and fully completed the questionnaire. Exploratory and confirmatory factor analyses were applied to assess the measurement model’s reliability and validity. The relationships between the latent constructs were examined through structural equation modeling.

The study revealed that Greek CSCs adopt at a medium to high extent the following principles: understanding customer needs, establishment of value streams, creating flows within the value streams and value perfection. The data also revealed a valid latent factor reflecting the Lean application, namely, “Lean adoption,” which, according to the findings, contributes to the organizational performance of Greek CSCs.

The small percentage of the responding employees of the Greek CSCs, given their large population and the subjective nature of the data collected, constitute the main limitations of the present study.

The findings of this research will serve as a reference source for managers and decision-makers of CSCs in order for them to set the foundations for successfully adopting the Lean principles and therefore improve their organizational performance in terms of operational performance and satisfaction with employees and citizens.

Building on the public sector literature, to the best of the authors’ knowledge, this is the first study that evaluates the adoption of Lean principles in the Greek CSCs and defines the relationships between Lean adoption and organizational performance.

The purpose of this paper is mainly to investigate how Greek Farmers perceive service quality provided by the Greek Ministry of Agriculture and secondly, to confirm the five quality dimensions proposed by the SERVQUAL instrument for the Ministry’s service.

A questionnaire based on the SERVQUAL scale, was used to determine farmers’ perceptions of service quality in the area of central Macedonia in Greece. A total of 245 completed questionnaires were collected.

The analysis has shed some light on the quality gaps for the services provided by the Greek Public sector, suggesting that there is scope for improvement strategies. The results revealed a three-dimensional structure instead of the five dimensions of the SERVQUAL instrument. “Social skills” of the human factor were revealed as being the most critical dimension of quality.

This paper provides guidelines for policymakers to develop strategies to identify service quality gaps, while the decrease of such gaps could result in the public services’ improvement.

The current study is the first attempt to measure farmers’ perceptions of the service provided by the Greece ministry of Rural Development and Food. Secondly, this study provides additional evidence that the modification of the SERVQUAL scale could be used in different service sectors and cultures.

This study investigates the relationship between the strength of innovative entrepreneurial ecosystems and subjective well-being in 43 European smart cities. Subjective well-being is operationalized by a Quality of Life (QOL) survey that references the level of multidimensional satisfaction or happiness expressed by residents at the city level. The entrepreneurial ecosystem concept depicted here highlights actor interdependence that creates new value in a specific community by undertaking innovative entrepreneurial activities. The research uses objective and subjective variables to analyze the relationships between the entrepreneurial ecosystem and subjective well-being.

The authors conducted a cluster analysis with a nonaggregative quantitative approach based on the theory of the partially ordered set (poset); the objective was to find significant smart city level relationships between the entrepreneurial ecosystem and subjective well-being.

The strength of the entrepreneurial ecosystem is positively related to subjective well-being only in large cities. This result confirms a strong interdependency between the creation of innovative entrepreneurial activities and subjective well-being in large cities. The smart cities QOL dimensions showing higher correlations with the entrepreneurial ecosystem include urban welfare, economic well-being and environmental quality, such as information and communications technology (ICT) and mobility.

Despite the main implications being properly referred to large cities, the governments of smart cities should encourage and promote programs to improve citizens' subjective well-being and to create a conducive entrepreneurship environment.

This study is one of the few contributions focused on the relationship between the entrepreneurial smart city ecosystem and subjective well-being in the urban environment.

Scaling is an important concern in the management of information systems projects. E-Government projects are no exception to the challenges of scaling. The problem is more severe because of a large and diverse population of target users and more crucial because of the vulnerability of the target population in case of failure of such initiatives (in projects, such as public distribution system of food). In spite of a significant awareness of its importance among implementers, scaling still remains a challenge. This paper aims to examine this important issue.

The case study method has been used to demonstrate the relationship between integration and scaling of e-Government projects. This study uses analytic generalization from field case as a method to theorize a broad framework for the integration of information and communications technology projects. The context of this study is an e-Government project in West Bengal, India. The selection of the case involved theoretical sampling apart from considerations for the possibility of access to the project and its appropriateness with respect to the topic under study.

Five different levels of integration in e-Government projects, namely, interface, data, electronic communication, application, and knowledge, have been identified. Further, it has been demonstrated that each of these integration mechanisms impacts scaling of e-Government projects. Also, the nature of the impact has been identified.

This paper demonstrates the impact of integration on the scaling of e-Government projects. It analyzes the phenomenon of integration in terms of five different levels. All the levels of integration impact scaling of e-Government projects in different ways.

Most of the existing studies in e-governance context have attempted to measure public value of projects in terms of quality of services provided, cost effectiveness of public organizations and extent to which public organizations are able to meet their social objectives. However, it is also important to explore variables influencing public value to pursue for attaining high public value from such projects. This paper aims to attempt to explore such variables based on Situation-Actor-Process (S-A-P) framework. In India, physical presence of citizens is still required at many public centers established for delivering a variety of government services. A citizen at the time of his visit to a public service center faces a situation, deals with different actors and is subjected to a set of processes. At the end of the service cycle, the citizen develops a perception about public value of the e-governance project. The paper aims at exploring the likely influence of “Improved Situation”, “Capability Level of Actors” and “Flexible Process Workflow” on “Public Value” of e-governance projects.

On the basis of a review of literature, variables likely to be influencing public value have been identified in terms of situation, actors and processes. A questionnaire was designed, and a survey conducted to measure public value and S-A-P-related variables in the context of two e-governance projects, namely, Passport Seva Project and Driving License Project in India. Survey data have been analyzed to study the influence of S-A-P-related variables on the public value of e-governance projects. Learning issues have been synthesized in terms of implications for practitioners as well as researchers for enhancing public value of e-governance projects.

The study has revealed that a citizen-centric e-governance project with observed high value of conceptualized S-A-P variables is expected to be characterized by high public value. The analysis has also reflected upon a need for an in-depth study to explore empirically validated linkages between S-A-P variables and public value of e-governance projects.

The paper is based on a pilot study in the context of two citizen-centric e-governance projects. It is required to study more such projects for the purpose of validating the proposed framework and arriving at generalized findings.

The study results are expected to sensitize practitioners to keep in view conceptualized variables related to situation, actors and processes while planning for citizen-centric e-governance projects. This may result in improved situation at the public service centers, better performance of employees and more flexible processes which may further help to increase the public value of such projects.

E-governance projects can perform a vital role in improving public value. In the context of India, a key objective of e-governance projects is to improve the service delivery of citizen-centric projects. The findings of the pilot study, based on the select two citizen-centric e-governance projects in India, reflect upon the likely relationship between public value and S-A-P variables. Thrust on improving situational aspects, as conceptualized in this study, is expected to improve comfort level of citizens while taking benefit of IT enabled services of government organizations. Better capability of actors at public organizations is likely to build trust and confidence among citizens toward these services. Adoption of flexible processes by public organizations is expected to ensure seamless delivery of services to citizens through alternate options. Enhanced delivery of services satisfies the need for improved public value and create positive attitude among society toward public organizations. It contributes to satisfaction level of citizens in terms of saving of time, money and efforts.

A review of literature has revealed a few studies undertaken in recent past with focus on measurement of public value in e-governance context. This paper is based on a novel idea of exploring the likely relationship between conceptualized S-A-P-related variables and public value of citizen-centric e-governance projects. Recommendations based on learning issues are expected to trigger suitable interventions to generate high public value from such projects.

The purpose of this study is to determine the main total quality management (TQM) factors adopted and the respective results achieved by local authorities – municipalities. Determining the degree to which TQM influences the respective results is also an aim of the present study.

A research study was designed to be carried out in Greek local authorities – municipalities, 125 of which were approached through interviews with chief executive officers (CEOs) based on a structured questionnaire. The TQM practices and results identified in the literature were used as measured variables of the questionnaire. Descriptive statistics and linear regression analyses were applied for the purpose of the study.

The TQM philosophy is not highly adopted by the Greek local authorities participating in the present study. Moreover, the Greek local authorities do not seem to derive significant TQM benefits. Finally, adopting TQM strongly and positively influences, first, operational and quality performance of the local authorities; second, citizen satisfaction and society results; and third, employee satisfaction.

Subjective data were collected from the CEOs of a small sample of local authorities operating in a European Union country, under circumstances of financial crisis. Based on these limitations, future research studies are recommended.

Areas for improvement are identified for a local authority to develop a robust TQM model, approach business excellence and derive significant benefits.

This is the first research study in the field of TQM to be conducted at city-level administration in Greece.

Measuring tax service quality is important as it may contribute to sustainable tax management. This study aims to develop and validate a scale that measures tax service quality for enterprises.

This study uses a mixed method consisting of three focus groups with 25 participants in charge of the management of tax service for item generation, a survey of 121 enterprises for scale purification and a survey of 362 enterprises in Vietnam for main study. The scale development is tested through three important steps including exploratory factor analysis (EFA), confirmatory factor analysis (CFA) and structural equation modeling (SEM).

The findings reveal that the scale of tax service quality for enterprises is represented by 13 items comprising two dimensions: responsiveness and professionalism.

This scale can be used by tax management authorities as a convenient tool to understand and measure tax service quality.

Empirical studies on the measurement of tax service quality are scarce. Most studies have focused on tax service quality for individual taxpayers. There is an absence of research on a process for the development and validation of a specific, orthodox scale of tax service quality for enterprises.