{"id":"https://openalex.org/W2174397305","doi":"https://doi.org/10.5755/j01.ee.26.4.6066","title":"A Reference Model of Public Institutions\u2019 Quality Practices, Citizens\u2019 Satisfaction and Performance Quality","display_name":"A Reference Model of Public Institutions\u2019 Quality Practices, Citizens\u2019 Satisfaction and Performance Quality","publication_year":2015,"publication_date":"2015-10-28","ids":{"openalex":"https://openalex.org/W2174397305","doi":"https://doi.org/10.5755/j01.ee.26.4.6066","mag":"2174397305"},"language":"en","primary_location":{"id":"doi:10.5755/j01.ee.26.4.6066","doi":"https://doi.org/10.5755/j01.ee.26.4.6066","is_oa":true,"landing_page_url":"https://doi.org/10.5755/j01.ee.26.4.6066","pdf_url":"http://inzeko.ktu.lt/index.php/EE/article/download/6066/7171","source":{"id":"https://openalex.org/S2764594251","display_name":"Engineering Economics","issn_l":"1392-2785","issn":["1392-2785","2029-5839"],"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":["abdc-b","anvur-scientific","norway-1","poland-70","russia-white-list-1"],"host_organization":"https://openalex.org/P4310317509","host_organization_name":"Kaunas University of Technology","host_organization_lineage":["https://openalex.org/P4310317509"],"host_organization_lineage_names":["Kaunas University of Technology"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Engineering Economics","raw_type":"journal-article"},"volume":null,"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"bronze","oa_url":"http://inzeko.ktu.lt/index.php/EE/article/download/6066/7171","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5070332745","display_name":"Asta Daunorien\u0117","orcid":"https://orcid.org/0000-0002-3471-3389","observed_orcids":["https://orcid.org/0000-0002-3471-3389"]},"institutions":[{"id":"https://openalex.org/I172574986","display_name":"Kaunas University of Technology","ror":"https://ror.org/01me6gb93","country_code":"LT","type":"education","lineage":["https://openalex.org/I172574986"]}],"countries":["LT"],"is_corresponding":false,"raw_author_name":"Asta Daunoriene","raw_affiliation_strings":["Kaunas University of Technology K. Donelaicio st. 73, LT-44029, Kaunas, Lithuania"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Kaunas University of Technology K. Donelaicio st. 73, LT-44029, Kaunas, Lithuania","institution_ids":["https://openalex.org/I172574986"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5060571570","display_name":"Alma \u017dekevi\u010dien\u0117","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I172574986","display_name":"Kaunas University of Technology","ror":"https://ror.org/01me6gb93","country_code":"LT","type":"education","lineage":["https://openalex.org/I172574986"]}],"countries":["LT"],"is_corresponding":false,"raw_author_name":"Alma Zekeviciene","raw_affiliation_strings":["Kaunas University of Technology K. Donelaicio st. 73, LT-44029, Kaunas, Lithuania"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Kaunas University of Technology K. Donelaicio st. 73, LT-44029, Kaunas, Lithuania","institution_ids":["https://openalex.org/I172574986"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":[],"corresponding_institution_ids":["https://openalex.org/I172574986"],"apc_list":null,"apc_paid":null,"fwci":0.9803,"has_fulltext":true,"cited_by_count":11,"citation_normalized_percentile":{"value":0.843008,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":88,"max":97},"biblio":{"volume":"26","issue":"4","first_page":"422","last_page":"430"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10213","display_name":"Public Policy and Administration Research","score":0.4546000063419342,"subfield":{"id":"https://openalex.org/subfields/3321","display_name":"Public Administration"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10213","display_name":"Public Policy and Administration Research","score":0.4546000063419342,"subfield":{"id":"https://openalex.org/subfields/3321","display_name":"Public Administration"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.3352000117301941,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T12687","display_name":"Public Administration in Developing Nations","score":0.07970000058412552,"subfield":{"id":"https://openalex.org/subfields/3320","display_name":"Political Science and International Relations"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/public-service-quality","display_name":"public service quality","score":0.8299999833106995},{"id":"https://openalex.org/keywords/public-institutions","display_name":"public institutions","score":0.7210000157356262},{"id":"https://openalex.org/keywords/performance-quality","display_name":"performance quality","score":0.9340000152587891},{"id":"https://openalex.org/keywords/quality-management-practices","display_name":"quality management practices","score":0.906000018119812},{"id":"https://openalex.org/keywords/reference-model","display_name":"reference model","score":0.9629999995231628},{"id":"https://openalex.org/keywords/infrastructure-quality","display_name":"infrastructure quality","score":0.7480000257492065},{"id":"https://openalex.org/keywords/information-quality","display_name":"information quality","score":0.9990000128746033},{"id":"https://openalex.org/keywords/service-quality-improvement","display_name":"service quality improvement","score":0.6919999718666077}],"concepts":[{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.7214772701263428},{"id":"https://openalex.org/C9354725","wikidata":"https://www.wikidata.org/wiki/Q286017","display_name":"Operationalization","level":2,"score":0.691573441028595},{"id":"https://openalex.org/C157934477","wikidata":"https://www.wikidata.org/wiki/Q9061582","display_name":"Quality policy","level":4,"score":0.6676563620567322},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.6259763836860657},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.5852835774421692},{"id":"https://openalex.org/C71405471","wikidata":"https://www.wikidata.org/wiki/Q757012","display_name":"Quality management","level":3,"score":0.581060528755188},{"id":"https://openalex.org/C147859227","wikidata":"https://www.wikidata.org/wiki/Q294217","display_name":"Public sector","level":2,"score":0.500849723815918},{"id":"https://openalex.org/C39549134","wikidata":"https://www.wikidata.org/wiki/Q133080","display_name":"Public relations","level":1,"score":0.49349820613861084},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.450626403093338},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.433106005191803},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.4300370216369629},{"id":"https://openalex.org/C502338164","wikidata":"https://www.wikidata.org/wiki/Q9083","display_name":"Lithuanian","level":2,"score":0.4123244881629944},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.23835620284080505},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C199539241","wikidata":"https://www.wikidata.org/wiki/Q7748","display_name":"Law","level":1,"score":0.0},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0},{"id":"https://openalex.org/C41895202","wikidata":"https://www.wikidata.org/wiki/Q8162","display_name":"Linguistics","level":1,"score":0.0}],"mesh":[],"locations_count":3,"locations":[{"id":"doi:10.5755/j01.ee.26.4.6066","doi":"https://doi.org/10.5755/j01.ee.26.4.6066","is_oa":true,"landing_page_url":"https://doi.org/10.5755/j01.ee.26.4.6066","pdf_url":"http://inzeko.ktu.lt/index.php/EE/article/download/6066/7171","source":{"id":"https://openalex.org/S2764594251","display_name":"Engineering Economics","issn_l":"1392-2785","issn":["1392-2785","2029-5839"],"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":["abdc-b","anvur-scientific","norway-1","poland-70","russia-white-list-1"],"host_organization":"https://openalex.org/P4310317509","host_organization_name":"Kaunas University of Technology","host_organization_lineage":["https://openalex.org/P4310317509"],"host_organization_lineage_names":["Kaunas University of Technology"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Engineering Economics","raw_type":"journal-article"},{"id":"pmh:oai:elaba:16990256","doi":null,"is_oa":true,"landing_page_url":"https://vb.ktu.edu/KTU:ELABAPDB16990256&amp;prefLang=en_US","pdf_url":null,"source":{"id":"https://openalex.org/S4406922255","display_name":"KTUePubl (Repository of Kaunas University of Technology)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":"other-oa","license_id":"https://openalex.org/licenses/other-oa","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"In\u017einerin\u0117 ekonomika = Engineering economics, Kaunas : KTU, 2015, vol. 26, iss. 4, p. 422-430","raw_type":"info:eu-repo/semantics/article"},{"id":"pmh:oai:ktu.edu:elaba:16990256","doi":null,"is_oa":true,"landing_page_url":"https://vb.ktu.edu/KTU:ELABAPDB16990256&prefLang=en_US","pdf_url":null,"source":{"id":"https://openalex.org/S4406922255","display_name":"KTUePubl (Repository of Kaunas University of Technology)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":"other-oa","license_id":"https://openalex.org/licenses/other-oa","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"eISSN 2029-5839","raw_type":"info:eu-repo/semantics/article"}],"best_oa_location":{"id":"doi:10.5755/j01.ee.26.4.6066","doi":"https://doi.org/10.5755/j01.ee.26.4.6066","is_oa":true,"landing_page_url":"https://doi.org/10.5755/j01.ee.26.4.6066","pdf_url":"http://inzeko.ktu.lt/index.php/EE/article/download/6066/7171","source":{"id":"https://openalex.org/S2764594251","display_name":"Engineering Economics","issn_l":"1392-2785","issn":["1392-2785","2029-5839"],"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":["abdc-b","anvur-scientific","norway-1","poland-70","russia-white-list-1"],"host_organization":"https://openalex.org/P4310317509","host_organization_name":"Kaunas University of Technology","host_organization_lineage":["https://openalex.org/P4310317509"],"host_organization_lineage_names":["Kaunas University of Technology"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Engineering Economics","raw_type":"journal-article"},"sustainable_development_goals":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"pdf":true,"grobid_xml":true},"content_urls":{"pdf":"https://content.openalex.org/works/W2174397305.pdf","grobid_xml":"https://content.openalex.org/works/W2174397305.grobid-xml"},"referenced_works_count":53,"referenced_works":["https://openalex.org/W332721201","https://openalex.org/W1041534704","https://openalex.org/W1524641019","https://openalex.org/W1954346008","https://openalex.org/W1970905456","https://openalex.org/W1972215341","https://openalex.org/W1975857669","https://openalex.org/W1982599697","https://openalex.org/W1985348627","https://openalex.org/W2002804019","https://openalex.org/W2014667281","https://openalex.org/W2018451091","https://openalex.org/W2019405783","https://openalex.org/W2021949104","https://openalex.org/W2023732199","https://openalex.org/W2025536870","https://openalex.org/W2026368098","https://openalex.org/W2028184439","https://openalex.org/W2038342000","https://openalex.org/W2038808545","https://openalex.org/W2055522850","https://openalex.org/W2057717630","https://openalex.org/W2069183702","https://openalex.org/W2072670477","https://openalex.org/W2088801668","https://openalex.org/W2095593687","https://openalex.org/W2104845494","https://openalex.org/W2108917170","https://openalex.org/W2113457682","https://openalex.org/W2113706037","https://openalex.org/W2119355372","https://openalex.org/W2121836874","https://openalex.org/W2123926206","https://openalex.org/W2130052807","https://openalex.org/W2143202124","https://openalex.org/W2144433214","https://openalex.org/W2145947051","https://openalex.org/W2152815552","https://openalex.org/W2154403760","https://openalex.org/W2156916802","https://openalex.org/W2159532463","https://openalex.org/W2162752781","https://openalex.org/W2169737976","https://openalex.org/W2169825097","https://openalex.org/W2187084436","https://openalex.org/W2267595245","https://openalex.org/W2333209845","https://openalex.org/W2418683369","https://openalex.org/W2588744687","https://openalex.org/W2993704596","https://openalex.org/W2999136769","https://openalex.org/W4240893865","https://openalex.org/W4285719527"],"related_works":["https://openalex.org/W2529388115","https://openalex.org/W1500821853","https://openalex.org/W2021960820","https://openalex.org/W4398138538","https://openalex.org/W2616805520","https://openalex.org/W4411289746","https://openalex.org/W7047608575","https://openalex.org/W3164715680","https://openalex.org/W7061126253","https://openalex.org/W2046234280"],"abstract_inverted_index":{"Recent":[0],"years":[1],"improving":[2],"public":[3,21,50,74,94,117,126,175,210],"services":[4],"quality":[5,8,17,34,52,77,119,146,152,177,185,191,213],"by":[6,149],"using":[7,150],"management":[9,153],"methods":[10],"became":[11],"one":[12],"of":[13,49,59,68,88,90,93,116,135],"the":[14,37,47,114,133,209],"most":[15],"important":[16],"initiatives":[18],"in":[19],"Lithuanian":[20,73],"sector.":[22],"Public":[23],"institutions":[24,75,118,211],"have":[25],"a":[26,31,57,141],"great":[27],"challenge":[28],"to":[29,122,143,158],"ensure":[30],"high":[32],"level":[33],"focusing":[35],"on":[36,113,162,189,198],"citizens\u2019":[38,111,136,160,187],"requirements,":[39],"processes,":[40],"innovation":[41],"and":[42,64,79,85,125,167,186,192,204],"environment":[43],"as":[44,140,155,157],"well.":[45],"However,":[46],"relations":[48],"institutions\u2019":[51,95,176],"dimensions":[53,92],"do":[54],"not":[55],"receive":[56],"lot":[58],"attention":[60],"from":[61],"research":[62],"community":[63],"practitioners.":[65],"In":[66],"spite":[67],"that":[69],"this":[70,105],"paper":[71,106],"complements":[72],"service":[76,145,164,190,212],"area":[78],"its\u2019":[80],"relationship":[81],"with":[82,102],"citizens":[83],"satisfaction":[84,124,137,161,188],"adds":[86],"example":[87],"operationalization":[89],"different":[91,151,172],"performance":[96,128,193],"quality.":[97,129,165,194],"Using":[98],"secondary":[99,199],"data":[100,200],"along":[101],"methodological":[103],"measurement,":[104],"provides":[107,205],"representative":[108],"information":[109,184],"about":[110],"perceptions":[112],"influence":[115],"improvement":[120,147,215],"actions":[121],"citizen\u2019s":[123],"institution\u2019s":[127],"Research":[130],"findings":[131],"present":[132],"importance":[134],"survey":[138],"results":[139,207],"possibility":[142],"find":[144],"areas":[148],"practices":[154],"well":[156],"increase":[159],"perceived":[163],"Developed":[166],"explored":[168],"reference":[169],"model":[170,196],"integrates":[171],"relationships":[173],"between":[174],"practices,":[178],"infrastructure":[179],"quality,":[180],"application":[181],"waiting":[182],"time,":[183],"Reference":[195],"tested":[197],"presents":[201],"theoretical":[202],"evidences":[203],"informative":[206],"for":[208],"continuous":[214],"actions.":[216],"DOI:":[217],"http://dx.doi.org/10.5755/j01.ee.26.4.6066":[218]},"counts_by_year":[{"year":2025,"cited_by_count":1},{"year":2023,"cited_by_count":2},{"year":2022,"cited_by_count":1},{"year":2021,"cited_by_count":1},{"year":2020,"cited_by_count":2},{"year":2019,"cited_by_count":3},{"year":2017,"cited_by_count":1}],"updated_date":"2026-10-30T12:39:25.321706","created_date":"2016-06-24T00:00:00"}
