Picture of neon light reading 'Open'

Discover open research at Strathprints as part of International Open Access Week!

23-29 October 2017 is International Open Access Week. The Strathprints institutional repository is a digital archive of Open Access research outputs, all produced by University of Strathclyde researchers.

Explore recent world leading Open Access research content this Open Access Week from across Strathclyde's many research active faculties: Engineering, Science, Humanities, Arts & Social Sciences and Strathclyde Business School.

Explore all Strathclyde Open Access research outputs...

Strathprints

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

Full text not available in this repository. Request a copy from the Strathclyde author

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.

Item type: Article
ID code: 18006
Keywords: measuring service quality, quality service, public sector, servqual, total quality management, Management. Industrial Management, Business, Management and Accounting(all)
Subjects: Social Sciences > Industries. Land use. Labor > Management. Industrial Management
Department: Strathclyde Business School > Management Science
Depositing user: Strathprints Administrator
Date deposited: 04 May 2010 11:17
Last modified: 18 Aug 2017 04:52
Related URLs:
URI: https://strathprints.strath.ac.uk/id/eprint/18006
Export data:
CORE (COnnecting REpositories)