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The Strathprints institutional repository is a digital archive of University of Strathclyde's Open Access research outputs. Strathprints provides access to thousands of Open Access research papers by University of Strathclyde researchers, including by researchers from the Department of Computer & Information Sciences involved in mathematically structured programming, similarity and metric search, computer security, software systems, combinatronics and digital health.

The Department also includes the iSchool Research Group, which performs leading research into socio-technical phenomena and topics such as information retrieval and information seeking behaviour.

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Measuring service quality in the public sector: the potential for SERVQUAL

Wisniewski, M. and Donnelly, M. (1996) Measuring service quality in the public sector: the potential for SERVQUAL. Total Quality Management and Business Excellence, 7 (4). pp. 357-365. ISSN 1478-3363

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Abstract

The use of a variety of measures of service quality in the private sector as critical indicators of both organizational performance and general customer satisfaction is widely accepted and has given rise to considerable empirical research. Organizations operating within the public sector-health care organizations, local government, police, emergency services, government agencies-have also come to realize that customer service and quality are critical strategic issues in the late 1990s. However, it is also widely recognized that such public sector organizations face particular difficulties in measuring service quality. In this article, the authors discuss the major issues public sector organizations need to address in their search for an adequate measure of service quality, assess the potential of the SERVQUAL instrument for the public sector and report on an application of the instrument to a public library service.