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Moderating Effect of Administrative Role in the Relationship Between the SERVQUAL dimensions and Quality Service Provisions of Local Government in Dhaka City

Author

Listed:
  • Musfiqa Ashraf*

    (PhD Researcher, Department of Political Science, International Islamic University Malaysia (IIUM), Malaysia)

  • Md. Moniruzzaman

    (Associate Professor, Department of Political Science, International Islamic University Malaysia (IIUM), Malaysia)

  • S. M. Abdul Quddus

    (Associate Professor, Department of Political Science, International Islamic University Malaysia (IIUM), Malaysia)

Abstract

The present study aims at investigating the moderating effect of administrative role in the relationships between the service quality dimensions, logistic support and perceived quality service of local government (Dhaka City Corporation) in the context of Bangladesh. For the purpose of the study, data were collected from 222 slum dwellers of Dhaka City living in the six big slums which are Shampur, Tejgaon, Bhasantak, Korail, Kamalapur and Zurain slums to examine the moderating effect. The responses were gathered with 5 point Likert scale with response options ranging from strongly agree (5) to strongly disagree (1) through a structured questionnaire survey. Collected data were analyzed using partial least square structural equation modeling technique (PLS-SEM) with the support of the software Smart PLS 2.0 M3. The findings reveal that administrative role positively moderates the relationship between assurance dimension and perceived service quality of local government; logistic support and perceived quality service and finally, the findings reveal that administrative role has significant moderating effect in the relationship between responsiveness and perceived service equality of local government. Hence, the findings give an indication that local government should play positive administrative role to improve the services quality and make their services effective for slum dwellers. The policy makers, local government and other related stakeholders might find this study as an essential tool in designing, developing and implementing their activities directed to the slum dwellers.

Suggested Citation

  • Musfiqa Ashraf* & Md. Moniruzzaman & S. M. Abdul Quddus, 2018. "Moderating Effect of Administrative Role in the Relationship Between the SERVQUAL dimensions and Quality Service Provisions of Local Government in Dhaka City," The Journal of Social Sciences Research, Academic Research Publishing Group, vol. 4(12), pages 752-760, 12-2018.
    • Handle: RePEc:arp:tjssrr:2018:p:752-760
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    References listed on IDEAS

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    1. Prabha Ramseook-Munhurrun & Soolakshna D. Lukea-Bhiwajee & Perunjodi Naidoo, 2010. "Service Quality In The Public Service," International Journal of Management and Marketing Research, The Institute for Business and Finance Research, vol. 3(1), pages 37-50.
    2. World Bank, 2007. "Bangladesh - Dhaka : Improving Living Conditions for the Urban Poor," World Bank Publications - Reports 7686, The World Bank Group.
    3. Kim, Moon-Koo & Park, Myeong-Cheol & Jeong, Dong-Heon, 2004. "The effects of customer satisfaction and switching barrier on customer loyalty in Korean mobile telecommunication services," Telecommunications Policy, Elsevier, vol. 28(2), pages 145-159, March.
    4. Pablo Gutiérrez Rodríguez & José Vázquez Burguete & Roger Vaughan & Jonathan Edwards, 2009. "Quality dimensions in the public sector: municipal services and citizen’s perception," International Review on Public and Nonprofit Marketing, Springer;International Association of Public and Non-Profit Marketing, vol. 6(1), pages 75-90, June.
    5. Josefina L. Murillo‐Luna & Concepción Garcés‐Ayerbe & Pilar Rivera‐Torres, 2008. "Why do patterns of environmental response differ? A stakeholders' pressure approach," Strategic Management Journal, Wiley Blackwell, vol. 29(11), pages 1225-1240, November.
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