Author(s): Sá, Patrícia Moura e ; Rosa, Maria João ; Santinha, Gonçalo ; Valente, Cátia
Date: 2021
Persistent ID: https://hdl.handle.net/10316/117550
Origin: Estudo Geral - Universidade de Coimbra
Subject(s): service quality; judiciary; SERVPERF; court administration
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.
Supported by the FCT—Portuguese Foundation for Science and Technology, I.P., under project UIDB/00757/2020. Patrícia Moura e Sá would like to acknowledge the contribution of the Research Centre in Political Science (UIDB/CPO/00758/2020), University of Minho, supported by the Portuguese Foundation for Science and Technology (FCT), and the Portuguese Ministry of Education and Science through national funds, to the current research. Gonçalo Santinha would like to acknowledge the contribution of the research unit on Governance, Competitiveness and Public Policy (UIDB/04058/2020), funded by national funds through FCT— Portuguese Foundation for Science and Technology.
751E-7D05-BD5C | Patrícia Helena Ferreira Lopes de Moura e Sá
info:eu-repo/semantics/publishedVersion
