IDEAS home Printed from https://ideas.repec.org/a/taf/lpadxx/v35y2012i9p643-655.html
   My bibliography  Save this article

Assessment of the Service Quality Provided by the Kuwaiti Cultural Office in Cairo: An Empirical Investigation

Author

Listed:
  • Awadh Al-Enezi

Abstract

This study is an extension of the research on the service quality of public organizations. It is concerned with evaluating the quality of the service provided by the Kuwaiti Cultural Office in Egypt as perceived by both students and staff. The gap analysis model is adopted in this study to identify the key dimensions and related components of the quality of service delivered by the Office. Additionally, the study offers evidence of a quality gap between the perceptions of the public service providers and the end beneficiaries. The findings reveal that there are obvious differences between the staff's and students' perceptions of the quality of the service provided by the Office in terms of tangibles, reliability, and responsiveness. The students indicate that the service provided has many shortcomings, related mainly to the tangible aspects of the service reliability and responsiveness. However, they feel secure in dealing with the Office, and feel the administration and employees consider their interests a top priority to the Office.

Suggested Citation

  • Awadh Al-Enezi, 2012. "Assessment of the Service Quality Provided by the Kuwaiti Cultural Office in Cairo: An Empirical Investigation," International Journal of Public Administration, Taylor & Francis Journals, vol. 35(9), pages 643-655, July.
    • Handle: RePEc:taf:lpadxx:v:35:y:2012:i:9:p:643-655
    DOI: 10.1080/01900692.2012.661192
    as

    Download full text from publisher

    File URL: http://hdl.handle.net/10.1080/01900692.2012.661192
    Download Restriction: Access to full text is restricted to subscribers.
    File URL: https://libkey.io/10.1080/01900692.2012.661192?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Patrícia Moura e Sá & Maria João Rosa & Gonçalo Santinha & Cátia Valente, 2021. "Quality Assessment of the Services Delivered by a Court, Based on the Perceptions of Users, Magistrates, and Court Officials," Sustainability, MDPI, vol. 13(2), pages 1-16, January.

    More about this item

    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:taf:lpadxx:v:35:y:2012:i:9:p:643-655. 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.

    We have no bibliographic references for this item. You can help adding them by using 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: Chris Longhurst (email available below). General contact details of provider: http://www.tandfonline.com/lpad .

    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.