Quality dimensions in the public sector: municipal services and citizen’s perception

Rodríguez, Pablo Gutiérrez; Burguete, J. L. Vázquez; Vaughan, Roger; Edwards, Jonathan R.

doi:10.1007/s12208-009-0030-0

Cited by 36 publications

(11 citation statements)

References 68 publications

(67 reference statements)

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“…In fact, the literature has come to regard satisfaction as a measure of loyalty. However, in the case of federations, satisfaction does not influence whether consumers have a loyal attitude and can represent significant loyal behavior [208], and the loyalty variable is built on both dimensions. This may be why the relationship between these variables is only relevant and it is not a very strong [130].…”

Section: Theoretical Implicationsmentioning

confidence: 99%

Sustainable Management of Sports Federations: The Indirect Effects of Perceived Service on Member’s Loyalty

2021

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Sports federations are non-profit organizations that compete for members and resources. These organizations are obliged to cooperate on the environment, nature conservation, and sustainability together with other public bodies. Given this situation and the necessity to differentiate themselves from commercial sports providers, it is essential for sports federations to create loyalty. The objective of this article is to provide an in-depth study of the variables that explain federation members’ loyalty, which is the best tool for federations to meet their sustainable and non-profit objectives. Having made an exhaustive review of the literature on loyalty, an empirical study is made of the loyalty antecedents (service quality, satisfaction, trust, and commitment), using a questionnaire of members of all of Spain’s karate federations. This empirical study has led to a model of structural equations that gives a perfect explanation of loyalty based on the relationships between the various variables, starting with service quality and considering the other variables to be mediating variables between service quality and loyalty. Furthermore, the findings show that service quality is the best option for improving member loyalty through some of the mediators proposed.

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Section: Theoretical Implicationsmentioning

confidence: 99%

Sustainable Management of Sports Federations: The Indirect Effects of Perceived Service on Member’s Loyalty

2021

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“…It involves creating organizations with the right approaches, establishing clear ways of how to deliver services and putting the right people in place to respond to the needs of citizens. It also requires a combination of good policy development, successful implementation, a good understanding of citizens' needs and expectations, appropriate resources and technology, a responsive organizational culture and well-trained staff [3]. At the same time, municipalities must balance the revenue they received with the high cost of providing more efficient services demanded by the citizen.…”

Section: Introductionmentioning

confidence: 99%

The Impact of Service Quality on Customer Satisfaction: A Case Study on Nekemte Municipality, Oromia Region, Ethiopia

Gobena

2019

ASM

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“…For instance, Parasuraman et al (1988) developed a service quality instrument which they called 'SERVQUAL' and which measured five dimensions of service delivery: reliability, responsiveness, empathy, assurance, and tangibles. Although the extent to which this model may be applied in the public sector context is debatable (Rodriguez et al 2009), some of the dimensions can be customised to public services.…”

Section: Service Delivery Dimensionsmentioning

confidence: 99%

“…Based on the SERVQUAL principle and extensive literature, Rodriguez et al (2009) developed a tendimensional tool for public service effectiveness. The dimensions are accessibility to the service, communication to the public, understandable administrative systems, flexibility and speedy reply, service receptivity, competence of staff delivering the service, politeness and kindness, service credibility, service reliability and service supply security.…”

Section: Service Delivery Dimensionsmentioning

confidence: 99%

Organisational citizenship behaviour and service delivery in urban local governments in Uganda

Turyasingura

Nabaho

2021

CJLG

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The quality of service delivery in decentralised local governments (LGs) in Uganda remains largely unsatisfactory, despite central government’s efforts to improve resource allocation and develop supporting legal frameworks. This has been partly linked to the extent to which LG staff exhibit ‘organisational citizenship behaviour’ (OCB). Extant literature has not given adequate attention to OCB in the decentralisation discourse, especially in sub-national governments within developing countries such as Uganda. This paper tackles the issue of OCB among LG employees and its relationship to service delivery by addressing the following questions: (a) what is the level of OCB among LG employees and (b) to what extent do various dimensions of OCB relate to the quality of service delivery in the decentralised LG context? The study is a cross-sectional survey of 165 LG staff in central Uganda. Both quantitative and qualitative data were collected. Using content analysis and correlational analysis, the study found that OCB among LG employees is too low, and that higher levels of OCB are associated with improved service delivery. The study recommends that LGs should prioritise effective leadership and supervision, a client-centred performance culture, and empowerment of staff in order to promote OCB among employees and thereby enhance service delivery to local communities.

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Quality dimensions in the public sector: municipal services and citizen’s perception

Abstract: Quality, Satisfaction, Local governments,

Cited by 36 publications

References 68 publications

Sustainable Management of Sports Federations: The Indirect Effects of Perceived Service on Member’s Loyalty

Sustainable Management of Sports Federations: The Indirect Effects of Perceived Service on Member’s Loyalty

The Impact of Service Quality on Customer Satisfaction: A Case Study on Nekemte Municipality, Oromia Region, Ethiopia

Organisational citizenship behaviour and service delivery in urban local governments in Uganda

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