Measuring service quality in local government: the SERVQUAL
approach

Donnelly, Mike; Wisniewski, Mik; Dalrymple, John; Curry, Adrienne

doi:10.1108/09513559510103157

Cited by 117 publications

(77 citation statements)

References 2 publications

(1 reference statement)

Supporting

Mentioning

Contrasting

Unclassified

Order By: Relevance

“…The model therefore not only provides an assessment of views of current service quality; it also provides a yardstick in terms of their expectations of what that service quality should be 18 .…”

Section: Methodsmentioning

confidence: 99%

Quality gap of educational services at Zahedan University of Medical Sciences, Iran

Kebriaei

Akbari²

2009

Bangladesh Med Res Counc Bull

View full text Add to dashboard Cite

This study aims to compare quality gap of educational services at Zahedan University of Medical Sciences from students and faculties viewpoints. In a cross-sectional study, survey questionnaire was completed by two distinct groups of respondents-230 faculty members and 384 students. Mass majority of the both groups declared there was negative gap in each of the five dimensions. Mean quality gaps from viewpoint of both groups were negative. The largest mean quality gap from students and faculty members viewpoint was in the responsiveness and tangibility dimensions respectively. The largest and smallest differences between students and faculties viewpoint were in the responsiveness and tangibility dimensions.

show abstract

Section: Methodsmentioning

confidence: 99%

Quality gap of educational services at Zahedan University of Medical Sciences, Iran

Kebriaei

Akbari²

2009

Bangladesh Med Res Counc Bull

View full text Add to dashboard Cite

show abstract

“…To name a few, the scale has been applied to measure service quality in healthcare (Kilbourne, Duffy, Duffy & Giarchi, 2004), hotels (Ramsaran-Fowdar, 2007), tourism (Nowacki, 2005), public transports (Liong, Mustafa, Mohamed & Lee, 2007), library (Ahmed & Shoeb, 2009), banking (Othman & Ismail, 2008), courier service (Zisis, Garefalakis & Sariannidis, 2009), higher education (Tan & Kek, 2004) and police service (Donnelly, Kerr, Rimmer & Shiu, 2006). A number of research studies have applied SERVQUAL method to examine the quality of municipal services (Scott & Shieff 1993;Donnelly, Wisniewski, Dalrymple & Curry, 1995;Wisniewski & Donnelly, 1996;Gaster, 1996;Donnelly & Shiu, 1999;Brysland & Curry, 2001;Van Ryzin, 2004;Rodriguez et al 2009). …”

Section: Service Qualitymentioning

confidence: 99%

Municipal Service Quality and Citizen Satisfaction in Southern Thailand

Mokhlis

Aleesa

Mamat

2011

jpag

View full text Add to dashboard Cite

The objectives of the research are two-folds: (1) to examine the quality of municipal services provided by local government in southern Thailand; and (2) to identify the most important service quality dimensions that determine citizen satisfaction. The questionnaires were distributed to 234 respondents in Tambon Khok Pho, a subdistrict of Khok Pho in Pattani Province of southern Thailand. Descriptive statistics, exploratory factor analysis, Pearson correlation and stepwise multiple regression were conducted to analyze the data. Results indicate that (1) the five dimensions of SERVQUAL represent a valid instrument to measure municipal service quality in Thai setting; and (2) four service quality dimensions, namely tangibility, empathy, assurance and responsiveness significantly predicted citizen satisfaction, ISSN 2161-7104 2011 www.macrothink.org/jpag 123 with an adjusted R 2 of 0.5. The findings can be used as a guide for municipal officials to improve the crucial quality attributes and enhance citizen satisfaction. Journal of Public Administration and Governance

show abstract

“…Furthermore, a sufficient recognition of clients' expectations -besides their past encounterpermits management decisions to be made based on facts rather than conjecture in the crucial duty of conducting the people viewpoints [13]. In health care settings, failure to meet the quality needs of customers could lead to a disaster [14].…”

Section: Introductionmentioning

confidence: 99%

Quality Gap of Family Health Care Services in Kashan Health Centers: An Iranian Viewpoint

Bidgoli

Kebriaei

Moosavi

2016

ILSHS

View full text Add to dashboard Cite

Abstract. Patients' viewpoints are commonly used to assess quality of care in diverse healthcare organizations. The purpose of the current study is to investigate quality gap of family health care through measuring differences between clients' perceptions and expectations at Kashan city health centers in Iran. A cross-sectional design was applied in 2013. The study sample was composed of 384 women clients of family health services randomly selected from Kashan city health centers. The SERVQUAL questionnaire was used for data collection. Service quality gap was measured by computing the difference between the rating respondents assign to expectations and perceptions statements. For pair wise comparison of the expectations and perceptions the Wilcoxon Signed Rank test was used. Internal consistency of the scale was confirmed with Cronbach's Alpha coefficients.In all dimensions of the services a significant (P<0.001) negative quality gap was observed. The maximum quality gap was in the tangibility (-0.60±0.37) and the minimum one was in the responsiveness (-0.41±0.31) dimension. The findings of the research demonstrated that there was negative gap between clients' expectations and perceptions in all dimensions of the services. Thus, family health care managers should apply improvements in all five dimensions of the services.

show abstract

Measuring service quality in local government: the SERVQUAL approach

Cited by 117 publications

References 2 publications

Quality gap of educational services at Zahedan University of Medical Sciences, Iran

Quality gap of educational services at Zahedan University of Medical Sciences, Iran

Municipal Service Quality and Citizen Satisfaction in Southern Thailand

Quality Gap of Family Health Care Services in Kashan Health Centers: An Iranian Viewpoint

Contact Info

Product

Resources

About