Understanding the Service Quality Perception Gaps between Judicial Servants and Judiciary Users

Murillo, Rodrigo

doi:10.18352/ijca.146

Cited by 5 publications

(10 citation statements)

References 12 publications

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“…A study conducted by Murillo et al (2014), entitled "Understanding The Service Quality Perception Gaps Between Judicial Servants And Judiciary Users" SERVQUAL's results have elicited that the main sources of users' dissatisfaction (defined as the difference between service users´ expectations and perceived service quality) for the entire Costa Rican population of Judiciary service users were speed, accurate reporting upon service conclusion, service delivery within promised time, constant willingness to answer queries, performing well since the very beginning and genuine interest to provide a solution. Findings herein were found useful in further extending the latter reported results, as they actually suggest that Court´s staff priorities are not focused on factors comprising the Capability and Response Speed Service Dimensions.…”

Section: Understanding the Gaps Modelmentioning

confidence: 99%

Investigation of Judicial Service Quality and Customer Satisfaction: The Case of Dire Dawa City Courts, Ethiopia

Desta¹

2019

JLPG

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This study is conducted to examine Courts Quality Service, Service Delivery and Customer Satisfaction in City Courts. The study was used the primary and secondary source of data and data was collected from 282 sample through a survey questionnaire. Different descriptive statistics, Chi-Squared test, SERVQUAL Model, and logistic regression were used to carry out the research. From 282 study participants, 216 (77%) were males and 66 (23%) were females. The SERVQUAL result depicted that responsiveness is the most important factor to have a positive and significant effect on customer satisfaction followed by reliability, assurance, empathy, and tangibility. The overall satisfaction analysis result showed that 73% customers were satisfied by the City courts service. From the logistic regression, the City Courts are provide more service on the reliability dimension, assurance dimension, and minimizing of visiting frequency to the customer would increase the satisfaction of customer. Conferring inclusive jurisdictional power that stands by itself and Establishing Cassation Bench in Appellate Court of the City resolves the problems of dissatisfaction of Courts service delivery.

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Section: Understanding the Gaps Modelmentioning

confidence: 99%

Investigation of Judicial Service Quality and Customer Satisfaction: The Case of Dire Dawa City Courts, Ethiopia

Desta¹

2019

JLPG

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“…In the eighties, it was argued that the quality of service is the overall customer assessment of the service offered by the organization, which is often based on formulated observations (Parasurman et al, 1985); hence, an empirical causal relationship is suggested in which the perception of the services of users corresponds to the series of combined activities that support the function of the providing services. In the particular case of the judiciary, it is, therefore, suggested that the assessment of the quality of services should come from their perception -both positive and negative -because, in addition to the assessment of the organizational practices of courts that have a direct impact on the service function, judicial stakeholders form an opinion on judicial attitudes and activity in the provision of their services (Murillo, 2014).…”

Section: 122006)mentioning

confidence: 99%

“…Considering the perception of stakeholders of court activities, it should be borne in mind that, in its users, it usually develops as a result of assimilation of a series of services provided primarily based on personal experience, information collected from the environment and responses to system dysfunctions (López, and Zúniga, 2014). Justice as a public service includes positive and negative traits (Murillo, 2014).…”

Section: The Specificity Of the Services Offered By The Courtsmentioning

confidence: 99%

“…Servqual is based on the service quality gap model and focuses on identifying the main causes of service quality problems by assessing users' perceptions and expectations regarding the services provided. This tool can be used to measure the quality of services of private and public organizations (Murillo, 2014). The level of contentment of court users would allow determining the potential quality of services provided, although, unlike the quality of produced goods, it is quite difficult to assess, because it takes into account both the result and the process as a result of which it was provided.…”

Section: A Proposal For Measuring the Quality Of Public Services Usinmentioning

confidence: 99%

“…Bowen and Lawler (1992) appreciated the importance of personnel providing services and its direct impact on user contentment. The services provided by the judiciary include, to a high degree, attributes based on trust and people-to-people contacts, which should translate into the importance of raising the awareness of judicial staff about the fact that the quality of services is entirely dependent on their results and their role as a public official (Murillo, 2014).…”

Section: Description Of Gaps In the Presented Modelmentioning

confidence: 99%

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Measurement of Quality Services in Courts – the Servqual Method

Horodecka¹,

Odlanicka-Poczobutt²

2019

SPSUTOM

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One of the ways to assess the level of contentment with the services offered by Poland's court system is the use of tools customarily applied in organizations where quality management has been implemented. Therefore, the purpose of the article was to analyze the possibility of using a modified Servqual method to measure the quality of service as perceived by stakeholders, based on the difference between expectations about what they receive and the perception of the service actually provided. In the study described herein, the use of the method was based on 22 observations and 22 expectations presented in comparative form and classified according to the Likert scale. Herein, 5 gaps in the model and the most important expectations indicated by the stakeholders were identified. In the conducted study, the most important expectations that users pointed out were: providing stakeholders with personalized attention when providing the service; the neat appearance of employees; convenient office hours; behavior of court staff that inspires stakeholders' trust; high competence in answering questions and the opportunity to conduct consultations; visual attractiveness and modernity in furnishing rooms and equipment; personalized care and a friendly atmosphere; security and certainty of the effects received (documents forwarded, consultations, rulings issued by a judge etc.) and confidentiality.

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Users' perceived level of service at the African Union Court on Human and Peoples' Rights library in Arusha, Tanzania

Mutisya

Onyancha

2020

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PurposeThe study examined users' perceived level of service at the African Union Court on Human and Peoples' Rights (AUCHPR) library in Arusha, Tanzania.Design/methodology/approachThe study adopted a quantitative approach in line with the tenets of the LibQUAL and SERVQUAL protocols, which were used as theoretical lenses and informed the development of questionnaires which were used to collect data. The target population consisted of 94 library users.FindingsThe study found that the library's best services, in terms of their quality and as perceived by users, lie in its human resources (i.e. affect of service, assurance and responsiveness). On the other hand, the lowest perceived level of services was recorded in the aspects related to information collection and physical facilities (i.e. library as a place and tangibles).Research limitations/implicationsThis study was based on the African Court on Human and Peoples' Rights library in Arusha, Tanzania. The study covered both internal and external users of the library.Practical implicationsThe study identified strengths and weaknesses of the African Court library as far as the perceived level of service is concerned, and the findings can therefore be used to inform decisions on the improvement of quality of the library services. In so doing, the library will be in a stronger position to offer quality services and assist the court in attaining its objectives of promoting and protecting human rights in Africa. With improved library service quality, the non-judicial staff, external users and society in general will stand to benefit from the library.Originality/valueWhile drawing lessons from previous service quality studies, this study is the first quality assessment study to be done in the African Court library. It is also the first to use a combination of LibQUAL and SERVQUAL models in the context of the African Court library services.

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Understanding the Service Quality Perception Gaps between Judicial Servants and Judiciary Users

Cited by 5 publications

References 12 publications

Investigation of Judicial Service Quality and Customer Satisfaction: The Case of Dire Dawa City Courts, Ethiopia

Investigation of Judicial Service Quality and Customer Satisfaction: The Case of Dire Dawa City Courts, Ethiopia

Measurement of Quality Services in Courts – the Servqual Method

Users' perceived level of service at the African Union Court on Human and Peoples' Rights library in Arusha, Tanzania

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