Revue Organisation et Travail
Volume 8, Numéro 1, Pages 102-112
2019-10-10

Measure Of The Perceived Quality In The Public Service National Social Security Insurance Fund (cnas) Of -mascara State-



Authors : Kerrouche Sihem . Hachmaoui Kamel .

Abstract

This article focuses on the quality of service in the public sector. Its objective is to test a scale for measuring the perceived quality of the public service. Based on the works of Parasuraman (1988) and Sabadie (2011), our study was conducted on a population of 250 individuals regarding their assessment of the quality of Mascara’s National Social Security insurance Fund (CNAS) services. The results highlighted three dimensions of public service quality: tangibility, responsibility and general evaluation.

Keywords

perceived quality ; service quality ; public service ; measuring scale

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