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Public service quality evaluation with SERVQUAL and AHP-TOPSIS: A case of Philippine government agencies

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  • Ocampo, Lanndon
  • Alinsub, Jovir
  • Casul, Ruselle Anne
  • Enquig, Germellie
  • Luar, Mitzi
  • Panuncillon, Noche
  • Bongo, Miriam
  • Ocampo, Christine Omela

Abstract

This paper proposes an integrated SERVQUAL model, analytic hierarchy process, and technique for order performance by similarity to ideal solution (AHP-TOPSIS) method to evaluate service quality among employment-related government agencies. A case study was conducted in the Philippines to establish critical dimensions attributed to the modified SERVQUAL model investigated covering five government agencies. It is found out that responsiveness dimension needs the most improvement in terms of carrying out quality service while promptness of services is considered as the most important sub-dimension. Furthermore, the proposed approach can enable government administrators to lead its efforts and resources in improving service quality to critical dimensions and sub-dimensions.

Suggested Citation

  • Ocampo, Lanndon & Alinsub, Jovir & Casul, Ruselle Anne & Enquig, Germellie & Luar, Mitzi & Panuncillon, Noche & Bongo, Miriam & Ocampo, Christine Omela, 2019. "Public service quality evaluation with SERVQUAL and AHP-TOPSIS: A case of Philippine government agencies," Socio-Economic Planning Sciences, Elsevier, vol. 68(C).
    • Handle: RePEc:eee:soceps:v:68:y:2019:i:c:s0038012117300678
    DOI: 10.1016/j.seps.2017.12.002
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    2. Xing Xiong & Xinghou Yu & Yuxin Wang, 2022. "The impact of basic public services on residents’ consumption in China," Palgrave Communications, Palgrave Macmillan, vol. 9(1), pages 1-8, December.
    3. Xenia J. Mamakou & Konstantina-Porfyria Roumeliotou, 2022. "Evaluating the Electronic Service Quality of E-Shops Using AHP-TOPSIS: The Case of Greek Coffee Chains During the COVID-19 Lockdown," Journal of Electronic Commerce in Organizations (JECO), IGI Global, vol. 20(1), pages 1-17, January.
    4. Dao Yin & Xinguo Ming & Zhiwen Liu & Xianyu Zhang, 2020. "A Fuzzy ANP-QFD Methodology for Determining Stakeholders in Product-Service Systems Development from Ecosystem Perspective," Sustainability, MDPI, vol. 12(8), pages 1-23, April.
    5. Liu, Er-na & Wang, Yanan & Chen, Wei & Chen, Wenjun & Ning, Siyin, 2021. "Evaluating the transformation of China's resource-based cities: An integrated sequential weight and TOPSIS approach," Socio-Economic Planning Sciences, Elsevier, vol. 77(C).
    6. Zuo, Wenming & Bai, Weijing & Zhu, Wenfeng & He, Xinming & Qiu, Xinxin, 2022. "Changes in service quality of sharing accommodation: Evidence from airbnb," Technology in Society, Elsevier, vol. 71(C).
    7. Tongze Han & Ping Liu & Changlin Niu & Qiangnian Li, 2023. "Evaluation of energy-saving retrofit projects of existing rural residential envelope structures from the perspective of rural residents: the Chinese case," Environment, Development and Sustainability: A Multidisciplinary Approach to the Theory and Practice of Sustainable Development, Springer, vol. 25(8), pages 8419-8446, August.
    8. Nguyen, Luan-Thanh, 2024. "Factors Affecting Service Quality and Satisfaction Customers Use of Mobile Commerce in Ho Chi Minh," MPRA Paper 119906, University Library of Munich, Germany, revised 10 Jan 2024.
    9. Chia-Liang Lin & Jwu-Jenq Chen & Yu-Yu Ma, 2023. "Ranking of Service Quality Solution for Blended Design Teaching Using Fuzzy ANP and TOPSIS in the Post-COVID-19 Era," Mathematics, MDPI, vol. 11(5), pages 1-28, March.
    10. Ieva Meidute-Kavaliauskiene & Halil Ibrahim Cebeci & Shahryar Ghorbani & Renata Činčikaitė, 2021. "An Integrated Approach for Evaluating Lean Innovation Practices in the Pharmaceutical Supply Chain," Logistics, MDPI, vol. 5(4), pages 1-17, October.
    11. Robaina-Calderín, Lorena & Martín-Santana, Josefa D. & Melián-Alzola, Lucía, 2023. "Prosocial customer in the public sector: A PLS-SEM analysis applied to blood donation (active donors)," Socio-Economic Planning Sciences, Elsevier, vol. 86(C).

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