Quality Assessment of the Services Delivered by a Court, Based on the Perceptions of Users, Magistrates, and Court Officials

This paper aims to measure the quality of services delivered by a court assessing satisfaction users and service providers, i.e., magistrates officials. For that purpose, case study was carried out data were collected means questionnaire based on SERVPERF instrument, in which perceived is measured, considering users, magistrates, officials’ perceptions post-service performance. One hundred fifty-eight questionnaires successfully returned. An in-depth interview later conducted administrator gain richer understanding results achieved ask follow-up questions. Overall, findings revealed officials clearly have positive view provided, although improvement needed, particularly court’s facilities technological equipment. The current research sheds some light potentialities difficulties judiciary contributes validation instrument this context.