Abstract
The evaluation of public-private partnerships (PPPs) can no longer be limited to an economic-efficiency logic; it requires an integrated approach centered on user-perceived value, a strategic indicator of service performance. In this context, recent literature highlights a lack of empirical tools to operationalize the link between service quality and satisfaction levels in PPP arrangements, despite their expansion and the promise of improved quality and costeffectiveness. It is within this framework that the analysis of the Liban Post case is situated, where the practical need is to move beyond an institutional evaluation of partnerships to precisely identify the operational mechanisms that shape the customer experience. The objective is to examine the effect of specific dimensions, service quality, operational efficiency, responsiveness and professionalism, accessibility, and availability, on customer satisfaction. A quantitative methodology based on multiple regression, validated by ANOVA, was employed. The results confirm the model’s robustness (F = 171.5; p = 0.000) and highlight the positive and significant influence of all variables, with responsiveness and professionalism the most influential, followed by service quality, operational efficiency, and accessibility. This article formalized a hierarchical explanatory model of customer satisfaction in a PPP context, shifting the analysis of contractual performance towards a management logic grounded in user behavioral determinants, thereby opening new perspectives for the governance and strategic evaluation of hybrid public services.
Keywords: Governance, Lebanon, Operational Efficiency, Partnership, Postal Services, Satisfaction.