Determinants of Public Service Quality: An Exploratory Factor Analysis

This study examines factors influencing public service quality. Using a quantitative, exploratory design, data were collected from 492 Brazilians via an online survey of 50 items based on prior research. Exploratory factor analysis identified seven key factors: cleanliness, motivation, audit results, public governance, scientific knowledge, physical structure, and appearance. Cleanliness emerged as the most significant. The findings suggest public services require specific improvements to enhance their perceived quality. This study contributes theoretically by offering an alternative to generic service quality models and provides practical insights for improving public management through targeted resource allocation and citizen satisfaction analysis.