EXAMINING THE INDICATORS OF PUBLIC SERVICES PERFORMANCE: THE CASE OF ALBANIA

Abstract

The political changes after the 1990s were accompanied by major economic changes, transforming a centralized economy to decentralized. During the past two decades, the public sector in Albania has been through a dramatic change, mostly from a structural perspective. The purpose of this paper is to identify and evaluate the most significant indicators of public sector performance in the case of Albania. Thus, indicators such as utility services, legal and institutional framework, modernization of public administration, and economic issues are examined considering the public perception and furthermore, their expectations. The survey took place in Albania, wherein 200 questionnaires were delivered and fulfilled. Evaluation of variables in this study are rated using a 5-point Likert-type scale, with 1 being strongly disagree to 5 being strongly agree. Each variable is measured through items, which are estimated through Exploratory Factor Analysis (EFA) as the most used technique in social sciences studies; Principal Component Analysis (PCA) method is implemented. Results indicate that all the 12 observed variables, are positively evaluated by the interviewed citizens. Two most positively evaluated indicators are the judicial system, and being employed in the public sector; while two less evaluated indicators are those of e-services and telecommunication. Referring to the citizens’ expectations, this paper will contribute to enhance the performance of the activities of public organizations and government institutions. In addition, the results of this study, aim to help policy-making structures improve the performance of public administration in providing public services to citizens.