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Service Quality In The Public Service

Author

Listed:
  • Prabha Ramseook-Munhurrun
  • Soolakshna D. Lukea-Bhiwajee
  • Perunjodi Naidoo

Abstract

The purpose of this paper is to obtain a better understanding of the extent to which service quality is delivered within the Mauritian public service by drawing on front-line employees (FLE) and customer perceptions of service quality. The paper investigates how closely customer expectations of service and FLE perceptions of customer expectations match. SERVQUAL is used to measure service quality amongst FLE and customers in a major public sector department in Mauritius. The survey captures customers’ expectations of an excellent public service and compares these with their perceptions of the service delivered by a particular public service department in Mauritius. The paper also reports on a parallel SERVQUAL survey of FLE to examine how well they understand their customers’ expectations and how well its internal processes support the delivery of top quality public services. The findings reveal that while there is a significant shortfall in meeting customer expectations, the FLE appears to have a good understanding of what these expectations actually are. The FLE should focus onthose dimensions which receive lowest ratings and attributes with high gap scores. This research adds to the body of knowledge relating to public service quality management. It will also be of interest to strategic and operational public service managers and to academics investigating the reliability and value of service quality assessment tools. It addresses key relationships between service dimensions and service quality within the Mauritian public service.

Suggested Citation

  • 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.
    • Handle: RePEc:ibf:ijmmre:v:3:y:2010:i:1:p:37-50
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    Citations

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    Cited by:

    1. Buics, László & Süle, Edit, 2020. "Service Process Excellence in Public Services," Proceedings of the ENTRENOVA - ENTerprise REsearch InNOVAtion Conference (2020), Virtual Conference, in: Proceedings of the ENTRENOVA - ENTerprise REsearch InNOVAtion Conference, Virtual Conference, 10-12 September 2020, pages 173-186, IRENET - Society for Advancing Innovation and Research in Economy, Zagreb.
    2. Asma´ Omar Dris Kharroub & Majeed Mustafa cOthmanMansour, 2019. "The Impact of Strategic Planning in Palestinian Municipalities on the Quality of Service Provided to Its Citizens," International Business Research, Canadian Center of Science and Education, vol. 12(5), pages 69-85, May.
    3. Christopher Simasiku & Nico Schutte, 2017. "An Analysis of the Facilitating and Constraining Factors Affecting Quality Service Delivery in a Selected Namibian Parastatal," Proceedings of International Academic Conferences 5908283, International Institute of Social and Economic Sciences.
    4. Dedi Hadian, 2017. "The Relationship Organizational Culture and Organizational Commitment on Public Service Quality; Perspective Local Government in Bandung, Indonesia," International Review of Management and Marketing, Econjournals, vol. 7(1), pages 230-237.
    5. 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.
    6. Sheikh Muhammad Hizam & Waqas Ahmed, 2019. "A Conceptual Paper on SERVQUAL-Framework for Assessing Quality of Internet of Things (IoT) Services," International Journal of Financial Research, International Journal of Financial Research, Sciedu Press, vol. 11(5), pages 387-397, August.
    7. Nur Afifah, 2019. "Configuration of Organizational Capability to Enhancing Service Performance and Impact on Sustainable Local Enterprise Water Services," GATR Journals jber167, Global Academy of Training and Research (GATR) Enterprise.
    8. Ha Minh Tri & Phan Thi Bich Thuy, 2021. "Citizen participation and citizen satisfaction in the New Rural Development in Nha Be District between 2016-2020," HO CHI MINH CITY OPEN UNIVERSITY JOURNAL OF SCIENCE - SOCIAL SCIENCES, HO CHI MINH CITY OPEN UNIVERSITY JOURNAL OF SCIENCE, HO CHI MINH CITY OPEN UNIVERSITY, vol. 11(2), pages 3-18.
    9. Muhammad Sabbir Rahman & Fadi AbdelMuniem AbdelFattah & Osman Bin Mohamad, 2014. "Service Quality and Customers’ Patronage Decision of Healthcare Insurance Products: ?In-Depth Interview Approach," International Journal of Academic Research in Business and Social Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Business and Social Sciences, vol. 4(7), pages 526-543, July.
    10. Abdulvahap Baydas, 2014. "Customer satısfactıon ın prıvate health organızatıons: an empirical study," Review of Applied Socio-Economic Research, Pro Global Science Association, vol. 8(2), pages 43-56, June.
    11. James A. Adeniran & Binuyo O. Adekunle, 2016. "Is Service Quality a Correlate of Customer Satisfaction? Evidence from Nigerian Airports," International Journal of Marketing Studies, Canadian Center of Science and Education, vol. 8(6), pages 128-140, December.
    12. Juan Carlos Vergara Schmalbach & Francisco Javier Maza Ávila, 2016. "Valoración de los servicios públicos domiciliarios de Cartagena de Indias (Colombia)," Revista Facultad de Ciencias Económicas, Universidad Militar Nueva Granada, vol. 25(1), pages 95-103, December.
    13. Kakeš Dino & Fazlović Senad, 2016. "ISO 9001 standard in the development of customer satisfaction in the public sector of Bosnia and Herzegovina," Croatian Review of Economic, Business and Social Statistics, Sciendo, vol. 2(1), pages 39-52, September.
    14. D. P. S. Chandrakumara, 2014. "Urban dwellers` satisfaction on public bus passenger transport in Sri Lanka," Asian Journal of Empirical Research, Asian Economic and Social Society, vol. 4(11), pages 514-525, November.
    15. Chen, Chao-Chien & Yueh, Hsiu-Ping & Liang, Chaoyun, 2016. "Employee Perceptions and Expectations of Online Marketing Service Quality: An Investigation of Farmers’ Associations in Taiwan," International Food and Agribusiness Management Review, International Food and Agribusiness Management Association, vol. 19(1), pages 1-16, February.
    16. Fayez B. Shriedeh & Noor Hasmini Abd. Ghani, 2017. "Service Quality as an Antecedent of Brand Equity: Empirical Evidence in the Medical Tourism from Jordan," International Review of Management and Marketing, Econjournals, vol. 7(1), pages 15-19.

    More about this item

    Keywords

    Service quality; SERVQUAL; Front-line employees; Customer expectations; Public sector; Mauritius;
    All these keywords.

    JEL classification:

    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing
    • M12 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - Personnel Management; Executives; Executive Compensation

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