Quality Management and Its Role in Improving Service Quality in Public Sector

Abstract

This article presents a detailed review of the literature relating to quality management and the various models that have been developed over the past decades for use in improving service quality. It begins by exploring the concept of service quality and introducing the Total Quality Management (TQM) approach. Thereafter, the article traces the historical development of TQM and considers how the practices associated with this philosophy have evolved over time to produce the fundamental model of Total Quality. Variables that are important in determining the success or otherwise of TQM approaches are then discussed, before the article moves to discuss how TQM has been extended from its original context within the private, manufacturing sector, into the public sector as a method to improve the delivery of services. Moving on from its consideration of TQM application in the public sector generally, the article addresses the use of TQM specifically in security organisations like the military, and the Six Sigma approach adopted by military organisations is presented. From this position, the use of TQM in police organisations is introduced before the article proceeds to consider a range of potential models of QM that may be appropriate in the context of law enforcement. In this respect, the usefulness of these different frameworks that are currently available for assuring quality is debated.

Evaluación de la percepción de la calidad de los servicios bancarios mediante el modelo SERVPERF

“…Así, Salomi et al (2005) subrayan que el SERVPERF es más conveniente debido a que los clientes que son evaluados con este modelo se las hace perder menos tiempo, ya que no tienen que reflexionar en torno a sus expectativas, lo que sí ocurre con el SERVQUAL (llegando en ocasiones esta práctica a ser un tanto tediosa), por lo que resulta más práctico. De forma complementaria, Alén (2006) demuestra que la escala de percepciones (empleada en el SERVPERF) incorpora mejores propiedades psicométricas que la basada en percepciones menos expectativas (tal como se hace en el SERVQUAL). Cronin y Taylor (1992, 1994 desarrollaron el SERVPERF, el cual se basa únicamente en las valoraciones (percepciones) que realiza el cliente acerca del desempeño de los servicios (SERVice PERFormance).…”

A Comparative Analysis on the Relationship Between Organizational Culture and Service Quality in Public and Private Universities in Kenya

“…In spite of this assertion, Service Quality has not been given the necessary attention by organizations (Al-Ibrahim, 2014). This is worrying since Service Quality in an organization is measured not only by the result but also by the delivery process and the actual service, especially in universities (Tsoukatos, 2014).…”

Assessment of banking service quality perception using the SERVPERF model

“…Cantón (2004) indicated that some of the SERVQUAL criteria show a particular weakness, as it is necessary to incorporate new items or new dimensions. Furthermore, based on a documentary review, Al-Ibrahim (2014) found that the methodology of this model is too complex to be handled with precision.…”