Assessing the municipal service quality of residential neighborhoods based on SERVQUAL, AHP and Citizen’s Score Card: A case study of Dhaka North City Corporation area, Bangladesh

Afroj, Sadia; Hanif, Fahmida; Hossain, Muntasir Bin; Fuad, Nafis; Islam, Ishrat; Sharmin, Nusrat; Siddiq, Fariba

doi:10.1016/j.jum.2021.03.001

Cited by 24 publications

(17 citation statements)

References 37 publications

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“…Those should be seen from the state of the surrounding environment made by the service provider so that taxpayers feel safe, comfortable, and satisfied (Dharmawan and Dimas, 2017). Afroj (2021) states that tangible aspects can also be seen from the visual appearance of equipment and materials related to services, as well as the facilities used. During the pandemic, in RST tax office, the tangible aspect of AR service quality can be seen from the Health Protocols Implementation.…”

Section: Tax Service Qualitymentioning

confidence: 99%

“…This suggestion concerns the agility and the skill of AR, which provide services either offline or online interaction to taxpayers in order to obtain best solution for all taxpayer problem.The responsiveness aspect of quality in the form of fast and effective service responses has been done by Account Representatives. This characteristic is according toLupiyoadi (2017), which states that the strategy to provide excellent responsive service is fast and precise by conveying clear data Afroj et. al (2021).…”

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confidence: 99%

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How is the Quality of Tax Service in Covid-19 Pandemic Era?

Rahmiati

Inayah

2024

Int. res. j. bus. stud.

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In order to increase Indonesia’s tax revenue, the government issued a new regulation which made the task of the Account Representative even more important and focused on monitoring taxpayer compliance. This study aims to analyzes how tax services are implemented according to the latest tax regulations, especially in the era of the Covid-19 pandemic and how the quality those tax services. PMK No.45/PMK.01/2021 is new regulation of the duties, responsibilities, and roles of AR at the Tax Service Office. Currently there has not been many studies that discuss the implementation and the quality of AR services based on the regulations. This study is a qualitative research using a case study approach. Data were collected from interviews with several AR at the RST Tax office. This tax office was chosen because the tax return realization of the individual taxpayers was still low. The research analysis technique adopts Yin (2018) steps in case study qualitative approach. In the era of the pandemic, the services provided by AR can still be carried out every day. AR has a reliable attitude and respects punctuality in service. Every question relating to taxation rights and obligations is explained in a coherent and complete manner in accordance with the information required by the Taxpayer. Further research analysis is needed to ensure the quality of AR services according to the taxpayer’s view.

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Section: Tax Service Qualitymentioning

confidence: 99%

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confidence: 99%

How is the Quality of Tax Service in Covid-19 Pandemic Era?

Rahmiati

Inayah

2024

Int. res. j. bus. stud.

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“… Jumaan et al (2020) explained that when the service providers provide (under-provide) services affects customers' prior experience. It could be deduced that a company's mission would be the basis of a consumer's expectation, and it would depend on the providers to confirm this, which would lead to a level of satisfaction among consumers ( Afroj et al, 2021 ; Alam and Mondal, 2019 ). Thus, it was hypothesized that:…”

Section: Related Studies and Theoretical Research Frameworkmentioning

confidence: 99%

“…Service quality is one of the crucial aspects of every business wherein different companies compete in this area, which acts as a differentiator considering the same sector or business type ( Afroj et al, 2021 ; Alam and Mondal, 2019 ). The SERVQUAL developed by Zeithaml et al (1990) group provided five factors (reliability, assurance, tangibility, empathy, and responsiveness) that affect the service quality of a specific business.…”

Section: Introductionmentioning

confidence: 99%

Determining factors affecting customer satisfaction of the national electric power company (MERALCO) during the COVID-19 pandemic in the Phillippines

et al. 2023

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“…SERVQUAL first appeared in 1985 (Buttle, 1996), and represented five dimensions of service quality (tangibles, reliability, responsiveness, assurance, and empathy), and is well-established and mentioned in the latest edition of the service marketing textbook (Wilson et al, 2021). In public administration, researchers have been increasingly using SERVQUAL methods (Wisniewski, 2001;Bente, 2014;Ocampo et al, 2019;Afroj et al, 2021) and have focused on the satisfaction of citizens and customers in various countries (Huque and Hayllar, 1999;Cripps et al, 2004;Agus et al, 2007;Rhee and Rha, 2009;Mansor and Che Mohd Razali, 2010;Akinloye Akinboade et al, 2012). The present study refers to the framework used by Mansor and Che Mohd Razali (2010) in Malaysia.…”

Section: Literature Reviewmentioning

confidence: 99%

User satisfaction with Tokyo Metropolitan Government ward office counter services

Moteki

2023

Front. Built Environ.

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This study clarifies the main factors affecting user satisfaction in public facilities using a two-part questionnaire, specifically, the determinants of service satisfaction among users of a ward office in Tokyo. The questionnaire comprised three main categories of multiple-choice questions: A) facility equipment (physical elements in the government office), B) staff responses, and C) service delivery (e.g., promptness of services, whether visitors completed their scheduled errands). In addition, the questionnaire investigated the users’ personalities of each facility. During a 1-day survey, responses were collected from 400 women aged 30–59 years who had visited a ward office in the Tokyo Metropolitan Area within the previous month. This age segment was studied because it is the major segment of the panel of the internet research firm used. First, a factor analysis was used to check if the question groupings were appropriate based on eigenvalues and scree plots, and it was confirmed. Next, principal component and multiple regression analyses were conducted for each question category to examine the determinants of counter-service user satisfaction. The regression analysis, using the three main question categories and three other respondents’ personality-related question categories, shows that category C (service delivery quality) strongly influenced the dependent variable, followed by categories B and A. The adjusted R2 value was .70. This is consistent with the author’s surveys of government offices in urban areas conducted for Higashihiroshima City Hall and Osaka ward offices. Concerning the hardware aspect, the principal component loadings, the analysis results show that 1) indoor atmosphere, 2) ease of following the layout of the floors and offices inside the building, and 3) ease of understanding the building’s locations and entrances at the site of the ward office, are important factors for overall satisfaction at the ward office.

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Assessing the municipal service quality of residential neighborhoods based on SERVQUAL, AHP and Citizen’s Score Card: A case study of Dhaka North City Corporation area, Bangladesh

Cited by 24 publications

References 37 publications

How is the Quality of Tax Service in Covid-19 Pandemic Era?

How is the Quality of Tax Service in Covid-19 Pandemic Era?

Determining factors affecting customer satisfaction of the national electric power company (MERALCO) during the COVID-19 pandemic in the Phillippines

User satisfaction with Tokyo Metropolitan Government ward office counter services

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