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Public Sector Reforms and Service Quality Issues From the Perspective of the Small Island Developing States in the Pacific: A Case of Fiji

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  • Neale J. Slack
  • Gurmeet Singh

Abstract

The purpose of this article is to compare service quality of the Fiji Islands Maritime Safety Administration (FIMSA) and the Maritime Safety Authority of Fiji (MSAF). Using a structured questionnaire, data were collected from 200 Fiji maritime industry stakeholders. Research findings identified FIMSA and MSAF service delivery misalignment with customer expectations; customer’ expectations exceeded perceived customer service experiences of FIMSA and MSAF; and, perceived customer service experiences of MSAF were noticeably better than those of FIMSA.

Suggested Citation

  • Neale J. Slack & Gurmeet Singh, 2015. "Public Sector Reforms and Service Quality Issues From the Perspective of the Small Island Developing States in the Pacific: A Case of Fiji," International Journal of Public Administration, Taylor & Francis Journals, vol. 38(10), pages 712-723, August.
    • Handle: RePEc:taf:lpadxx:v:38:y:2015:i:10:p:712-723
    DOI: 10.1080/01900692.2014.956895
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    Cited by:

    1. Roy Valiant Salomo & Krisna Puji Rahmayanti, 2023. "Progress and Institutional Challenges on Local Governments Performance Accountability System Reform in Indonesia," SAGE Open, , vol. 13(4), pages 21582440231, October.

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