Service quality in a public agency: same expectations but different perceptions by employees, managers, and customers

Gowan, Mary A.; Seymour, John P.; Ibarreche, Santiago; Lackey, Charles W.

doi:10.1016/s1084-8568(01)00040-2

Cited by 78 publications

(50 citation statements)

References 13 publications

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“…In addition to this even the customer's expectations towards particular services are also changing with respect to factors like time, increase in the number of encounters with a particular service, competitive environment, etc (Seth, Deshmukh and Vrat, 2005) [17]. According to Gowan et al (2001) [18], service provision is more complex in the public sector because it is not simply a matter of meeting expressed needs, but of finding out unexpressed needs, setting priorities, allocating resources and publicly justifying and accounting for what has been done. Parasuraman, Zeithaml, and Berry (in Tjiptono 2007: 273) [19] describes five main indicators arranged in order of their relative importance as follows: A.…”

Section: Service Qualitymentioning

confidence: 99%

Analysis of Factors Influencing the Visitor Satisfaction on Pantai Cermin, Indonesia

Harmen¹,

Agustini²,

Harahap³

et al. 2017

IOSR JBM

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Section: Service Qualitymentioning

confidence: 99%

Analysis of Factors Influencing the Visitor Satisfaction on Pantai Cermin, Indonesia

Harmen¹,

Agustini²,

Harahap³

et al. 2017

IOSR JBM

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“…According to Gowan et al (2001), in public sector is more complex to judge the service provision, but unexpressed needs, setting priorities, allocating resources and publicly justifying and accounting for what has been done are the judge for service provision. Currently, public employees are faced with new public management (Caron and Giauque, 2006).…”

Section: Service Quality In the Public Servicementioning

confidence: 99%

Management Perceptions of Organizational Service Quality Practices

Husain¹,

Husain²

2017

JSD

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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.

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“…Most researches have revealed that these programs have failed to live up to initial expectations. Consequently, consultants and experts have called for a broader-based organizational focus to include the perspective of employees and their interrelationships with both managers and customers (Gowan et al, 2001). …”

Section: Literature Reviewmentioning

confidence: 99%