Title: Comparative analysis of the contemporary public sector quality determinants in relation to the satisfaction level of the Greek judicial officials and citizens in civil, criminal and administrative courts

Authors: Charitomeni Kalogeropoulou; George Petrakos

Addresses: Department of Public Administration, Panteion University of Social and Political Sciences, 136 Syngrou Ave., 17671, Athens, Greece ' Department of Public Administration, Panteion University of Social and Political Sciences, 136 Syngrou Ave., 17671, Athens, Greece

Abstract: The main purpose of this paper is to provide a quality assessment of the four key factors of the existing Greek judicial system namely, the environment, the professional competence, the prejudice and the burn-out, and investigate their structural relationship to the citizens' and officials' satisfaction within different demographic segments. The results were mainly based on the statistical analysis of relative data gathered from an empirical survey conducted in civil, criminal and administrative courts of Thessaloniki, among citizens and judicial officials. Serious differentiations have been reported in different segments and also in different courts and respondents type. Interesting findings and figures also came out of the data gathered from administrative records regarding human recourses and the adoption and usage of information and communication technologies. The main results of this research point out the need for a reform in the Greek judicial system in accordance with the key dimensions of the new public management.

Keywords: public administration; service quality; judicial system; governance; new public management; NPM; human recourses; information and communication technologies; ICT.

DOI: 10.1504/IJDSRM.2018.095188

International Journal of Decision Sciences, Risk and Management, 2018 Vol.8 No.1/2, pp.106 - 118

Accepted: 24 Jun 2018
Published online: 26 Sep 2018 *

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