Management Perceptions of Organizational Service Quality Practices

Abstract

The research purposed to investigate the management perception of organizational service quality practices. The study conducted in Institution of One-Stop Service of Southeast Sulawesi. Using SERVQUAL Instruments including tangibility; reliability; responsiveness; assurance; and empathy, customers were interviewed and filling a questionnaire. The sample size of 150 was selected purposively, but only 116 samples were analyzed. Data was analyzed with using confirmatory factor analysis and then the results were compared with using performance importance analysis (PIA). This research found that dimensions of responsiveness; reliability; and empathy was the main factor of organizational service quality. Otherwise, tangibility and assurance were not an important dimension for organizational service quality. This research limited on the perception of the customer of public services. This finding indicated that there were differences organizational service quality practices from the other sector and country. The study suggested that organizational service quality practices should have reliability; responsiveness; and empathy on the customer.