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Measuring service quality in local government: the SERVQUAL approach

Measuring service quality in local government: the SERVQUAL approach Local government in the UK is not immune from the pressures driving successful organizations towards top quality services that delight their customers. Outlines some of the special features of local government service provision and the way in which these might affect the assessment of service quality. Highlights some of the limitations of conventional customer satisfaction surveys which lead the authors to consider the SERVQUAL approach. This method, which has been the subject of considerable academic scrutiny and extensive private sector service application, merits serious consideration by local government managers as a robust, adaptable, diagnostic instrument to measure service quality. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Public Sector Management Emerald Publishing

Measuring service quality in local government: the SERVQUAL approach

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References (3)

Publisher
Emerald Publishing
Copyright
Copyright © 1995 MCB UP Ltd. All rights reserved.
ISSN
0951-3558
DOI
10.1108/09513559510103157
Publisher site
See Article on Publisher Site

Abstract

Local government in the UK is not immune from the pressures driving successful organizations towards top quality services that delight their customers. Outlines some of the special features of local government service provision and the way in which these might affect the assessment of service quality. Highlights some of the limitations of conventional customer satisfaction surveys which lead the authors to consider the SERVQUAL approach. This method, which has been the subject of considerable academic scrutiny and extensive private sector service application, merits serious consideration by local government managers as a robust, adaptable, diagnostic instrument to measure service quality.

Journal

International Journal of Public Sector ManagementEmerald Publishing

Published: Dec 1, 1995

Keywords: Customer satisfaction; Customer surveys; Local government; Service quality

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