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A Study on the Development of PSEI and Measurement of Service Efficiency in Public Sector  

Song, Gwag-Suk (Graduate School of Business, Sogang University)
Baek, Pil-Ki (Graduate School of Business, Soongsil University)
Yoo, Han-Joo (Dept. of Business, Soongsil University)
Publication Information
Journal of Korean Society for Quality Management / v.37, no.4, 2009 , pp. 100-110 More about this Journal
Abstract
The customer-driven efficiency evaluation has been in the mainstream of public administration research, since the 1980s. However, there have been relatively fewer efficiency evaluation research in public administration compared to those of public institutions. This paper is to analyze the service efficiency of public sector using Data Envelopment Analysis(DEA). We suggested two stage DEA model to accomplish efficiency evaluation that an operation and performance characteristic of the public institution were reflected and then the number of the government employee and tax expenditure per residents were used as the input elements at the 1st stage and four integrated service dimensions were used as the output elements. At 2nd stage, four integrated service dimensions and citizen's satisfaction were used as the input and output elements respectively. In addition, we suggested PSEI(Public Service Efficiency Index) which showed the efficiency of the public sector using the two stages efficiency result. According to the results for '07, there were no efficient institutions among 15 DMUs and the most efficient public institution was K(0.9150). In case for '08 analysis, there was only one efficient DMU.
Keywords
DEA; Multi-Stage DEA model; PSEI(Public service Efficiency Index);
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