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Using servqual to assess customer satisfaction with public sector services

Wisniewski, M. (2001) Using servqual to assess customer satisfaction with public sector services. Managing Service Quality, 11 (6). pp. 380-388. ISSN 0960-4529

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Abstract

The UK Government's Best Value initiative is intended to ensure that local authorities provide best value in service delivery and emphasises the importance of ensuring a clear customer/citizen focus across all services. Local authorities are already using a variety of methods to capture the voice of the customer, with customer surveys being one of the most popular. Such surveys, however, have tended to focus solely on customers' perceptions of services and not their expectations. This paper presents the results of using an adapted SERVQUAL approach across a range of Scottish council services. The results of the studies will be discussed, the use of SERVQUAL results by service managers reviewed and the contribution of SERVQUAL to continuous improvement assessed.

Item type: Article
ID code: 9275
Keywords: servqual, customer satisfaction, public sector, public sector services, Management. Industrial Management
Subjects: Social Sciences > Industries. Land use. Labor > Management. Industrial Management
Department: Strathclyde Business School > Management Science
Related URLs:
    Depositing user: Strathprints Administrator
    Date Deposited: 18 Mar 2010 14:45
    Last modified: 10 Dec 2013 14:09
    URI: http://strathprints.strath.ac.uk/id/eprint/9275

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