IDEAS home Printed from https://ideas.repec.org/a/ibf/ijmmre/v10y2017i1p1-18.html
   My bibliography  Save this article

Service Quality In Public Service: A Case Of Ghana National Service Scheme

Author

Listed:
  • Kwame Owusu Kwateng
  • Hannah Vivian Osei
  • Frank Akoto Acquaah

Abstract

This study was carried out to ascertain whether personnel serving their mandatory year of service in Ghana were satisfied with the quality of service provided by the Ghana National Service Scheme. The satisfaction of service personnel was measured by employing the gap model and factors influencing the personnel’s satisfaction were also determined by factor analysis based on principal component extraction using Oblimin with Kaiser Normalization rotation method. The results indicated that service personnel were satisfied with the empathy, assurance and responsiveness aspects of service delivery. Alternatively, service personnel were not satisfied with the tangibility and reliability dimensions which had a negative gap score. Some of the key factors which significantly contributed to service personnel’s satisfaction included the willingness of National Service Scheme staff to answer personnel questions and the ability of staff to quickly respond to the needs of personnel. Developing training policy for staff of the scheme was recommended as one of the measures to deal with these important aspects of quality service delivery. This study is among the foremost attempts to use the SERVQUAL model to examine the service quality of public service organizations in Ghana

Suggested Citation

  • Kwame Owusu Kwateng & Hannah Vivian Osei & Frank Akoto Acquaah, 2017. "Service Quality In Public Service: A Case Of Ghana National Service Scheme," International Journal of Management and Marketing Research, The Institute for Business and Finance Research, vol. 10(1), pages 1-18.
    • Handle: RePEc:ibf:ijmmre:v:10:y:2017:i:1:p:1-18
    as

    Download full text from publisher

    File URL: http://www.theibfr2.com/RePEc/ibf/ijmmre/ijmmr-v10n1-2017/IJMMR-V10N1-2017-1.pdf
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Antonides, G. & Verhoef, P.C., 2000. "Consumer Perception and Evaluation of Waiting Time," ERIM Report Series Research in Management ERS-2000-35-MKT, Erasmus Research Institute of Management (ERIM), ERIM is the joint research institute of the Rotterdam School of Management, Erasmus University and the Erasmus School of Economics (ESE) at Erasmus University Rotterdam.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. van Dam, Ynte K. & van Trijp, Hans CM, 2016. "Interventions To Encourage Sustainable Consumption," APSTRACT: Applied Studies in Agribusiness and Commerce, AGRIMBA, vol. 10(2-3), pages 1-8, October.
    2. Keegan, Owen & O'Mahony, Margaret, 2003. "Modifying pedestrian behaviour," Transportation Research Part A: Policy and Practice, Elsevier, vol. 37(10), pages 889-901, December.
    3. Doll, Monika & Seebauer, Michael & Tonn, Maren, 2017. "Bargaining over waiting time in gain and loss framed ultimatum games," FAU Discussion Papers in Economics 15/2017, Friedrich-Alexander University Erlangen-Nuremberg, Institute for Economics.
    4. Yina Lu & Andrés Musalem & Marcelo Olivares & Ariel Schilkrut, 2013. "Measuring the Effect of Queues on Customer Purchases," Management Science, INFORMS, vol. 59(8), pages 1743-1763, August.
    5. Besharat, Ali & Nardini, Gia, 2018. "When indulgence gets the best of you: Unexpected consequences of prepayment," Journal of Business Research, Elsevier, vol. 92(C), pages 321-328.
    6. Barış Ata & Tava Lennon Olsen, 2009. "Near-Optimal Dynamic Lead-Time Quotation and Scheduling Under Convex-Concave Customer Delay Costs," Operations Research, INFORMS, vol. 57(3), pages 753-768, June.
    7. Michael Hui & Alan Tse & Lianxi Zhou, 2006. "Interaction between two types of information on reactions to delays," Marketing Letters, Springer, vol. 17(2), pages 151-162, April.
    8. Gabriel R. Bitran & Juan-Carlos Ferrer & Paulo Rocha e Oliveira, 2008. "OM Forum--Managing Customer Experiences: Perspectives on the Temporal Aspects of Service Encounters," Manufacturing & Service Operations Management, INFORMS, vol. 10(1), pages 61-83, July.
    9. Mbawuni Joseph & Nimako Gyasi Simon, 2018. "Assessing the effect of Waiting Time Management Strategies on Waiting Time Satisfaction among Bank Customers in Ghana," Accounting and Finance Research, Sciedu Press, vol. 7(1), pages 179-179, February.

    More about this item

    Keywords

    Service Quality; SERVQUAL; Quality Dimensions; Kaiser Normalization; National Service Personnel; Gap Model; Ghana;
    All these keywords.

    JEL classification:

    • M0 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - General
    • M1 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration
    • M3 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:ibf:ijmmre:v:10:y:2017:i:1:p:1-18. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Mercedes Jalbert (email available below). General contact details of provider: .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.