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Measuring Citizen Satisfaction with Contracted-Out Public Service Quality: An Application of Servqual Measures

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  • Hyun Joon Kim

Abstract

Ever increasing use of private contractors for delivering public services requires public organizations to develop and utilize contractor performance measurement tools. This study empirically examines the association between multiple dimensions of service quality and citizen satisfaction with contracted-out services by using a survey data collected from a local government in Korea. Drawing on SERVQUAL (a service quality measurement popular in the business administration literature) the present study categorizes the service quality measures into five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. Structural Equation Modeling (SEM) is utilized to examine the measurement precision of five service quality dimensions and the predictive power of each dimension on overall service quality. The results confirm the applicability of SERVQUAL to measuring the service quality of contracted-out public services.

Suggested Citation

  • Hyun Joon Kim, 2006. "Measuring Citizen Satisfaction with Contracted-Out Public Service Quality: An Application of Servqual Measures," International Review of Public Administration, Taylor & Francis Journals, vol. 11(2), pages 1-14, January.
    • Handle: RePEc:taf:rrpaxx:v:11:y:2006:i:2:p:1-14
    DOI: 10.1080/12294659.2003.10805081
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    1. Sarv Devaraj & Ming Fan & Rajiv Kohli, 2002. "Antecedents of B2C Channel Satisfaction and Preference: Validating e-Commerce Metrics," Information Systems Research, INFORMS, vol. 13(3), pages 316-333, September.
    2. Peter, J Paul & Churchill, Gilbert A, Jr & Brown, Tom J, 1993. "Caution in the Use of Difference Scores in Consumer Research," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 19(4), pages 655-662, March.
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