IDEAS home Printed from https://ideas.repec.org/a/tei/journl/v11y2018i2p7-16.html
   My bibliography  Save this article

Service quality in local government and its effect on citizen satisfaction: The case of the Division of Transportation and Communications of the Regional Unit of Kavala in the region of Eastern Macedonia and Thrace, Greece

Author

Listed:
  • Thomai Karagianni

    (Department of Business Administration, Eastern Macedonia and Thrace Institute of Technology)

  • Georgios Theriou

    (Department of Business Administration, Eastern Macedonia and Thrace Institute of Technology)

Abstract

Purpose: This study aims to assess the degree of satisfaction regarding service quality provided by the Transportation and Communications Division of the Regional Unit of Kavala, Greece. The main purpose of the study is accomplished through the development and the empirical testing of a conceptual framework. Design/methodology/approach: The present study adopted the SERVQUAL approach (model). The proposed conceptual framework was tested on a random sample of citizens visiting the Transportation and Communications Division of the Regional Unit of Kavala, Greece for personal affairs. The final sample consisted of 302 citizens. The reliability and the validity of the questionnaire were thoroughly examined. Empirical data were analyzed using the “Structural Equation Modelling” (SEM) technique. The present study is empirical, explanatory, deductive and, mainly quantitative. Findings: Empirical results indicate a moderate performance of service quality for the division in all dimensions of the SERVQUAL model. This does not appear to cause discontent among citizens, but certainly, it also does not provide any satisfaction. Regarding the examination of the conceptual framework, all dimensions impact citizen satisfaction with the exception of Reliability. Empathy seems to be a crucial factor in satisfaction. A revised conceptual framework is proposed with new indirect relationships. The explanatory power of the revised research model is extremely satisfying, quite accurately describing the determinants of citizen satisfaction regarding the services offered by the Division of Transportation and Communications of the Regional Unit of Kavala, Greece. In the revised conceptual framework, the dimensions of SERVQUAL model are not independent, since the four dimensions that have a statistically significant effect on Satisfaction (Empathy, Responsiveness, Tangibles and Reliability) form a network of relations and interdependencies. Research limitations/implications: A limitation stemming from the implemented methodology is the use of self-reported scales for the measurement of the six research factors. Moreover, the empirical research (survey) is focused on one organization and, therefore, offers relatively limited generalizability. Originality/value: Very few studies have utilized the SERVQUAL approach in the context of an explanatory research in the public sector or public services.

Suggested Citation

  • Thomai Karagianni & Georgios Theriou, 2018. "Service quality in local government and its effect on citizen satisfaction: The case of the Division of Transportation and Communications of the Regional Unit of Kavala in the region of Eastern Macedo," International Journal of Business and Economic Sciences Applied Research (IJBESAR), International Hellenic University (IHU), Kavala Campus, Greece (formerly Eastern Macedonia and Thrace Institute of Technology - EMaTTech), vol. 11(2), pages 7-16, September.
    • Handle: RePEc:tei:journl:v:11:y:2018:i:2:p:7-16
    as

    Download full text from publisher

    File URL: http://ijbesar.teiemt.gr/docs/volume11_issue2/01_Service_quality.pdf
    Download Restriction: no
    File URL: http://ijbesar.teiemt.gr/volume11_issue2.php
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. M.Y. El‐Bassiouni & M. Madi & T. Zoubeidi & M.Y. Hassan, 2012. "Developing customer satisfaction indices using SERVQUAL sampling surveys," Journal of Economic and Administrative Sciences, Emerald Group Publishing Limited, vol. 28(2), pages 98-108, February.
    2. Demirci Orel, Fatma & Kara, Ali, 2014. "Supermarket self-checkout service quality, customer satisfaction, and loyalty: Empirical evidence from an emerging market," Journal of Retailing and Consumer Services, Elsevier, vol. 21(2), pages 118-129.
    3. Saraei, Soudabe & Amini, Amir M., 2012. "A study of service quality in rural ICT renters of Iran by SERVQUAL," Telecommunications Policy, Elsevier, vol. 36(7), pages 571-578.
    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. Yusra* & Arawati Agus, 2018. "The influence of Perceived Service Quality towards Customer Satisfaction and Loyalty in Airasia Self Check-in System," The Journal of Social Sciences Research, Academic Research Publishing Group, pages 766-775:2.
    2. Sonia Singh & Subhra Mondal & Lata Bajpai Singh & Kalyan Kumar Sahoo & Subhankar Das, 2020. "An Empirical Evidence Study of Consumer Perception and Socioeconomic Profiles for Digital Stores in Vietnam," Sustainability, MDPI, vol. 12(5), pages 1-30, February.
    3. Marjeta Marolt & Hans-Dieter Zimmermann & Andreja Pucihar, 2022. "Social Media Use and Business Performance in SMEs: The Mediating Roles of Relational Social Commerce Capability and Competitive Advantage," Sustainability, MDPI, vol. 14(22), pages 1-14, November.
    4. Marjeta Marolt & Hans-Dieter Zimmermann & Andreja Pucihar, 2020. "Enhancing Marketing Performance Through Enterprise-Initiated Customer Engagement," Sustainability, MDPI, vol. 12(9), pages 1-16, May.
    5. Lee, Jaeha & Park, Kwangsoo, 2024. "The effects of hedonic shopping values on loyalty towards small retailers: The moderating role of trust," Journal of Retailing and Consumer Services, Elsevier, vol. 76(C).
    6. Mohammad Sultan Ahmad Ansari & Jamal A. Farooqui & Said Mohammed Gattoufi, 2018. "Emotional Intelligence and Extended Service Profit Chain in Telecom Industry in Oman – An Empirical Validation," International Business Research, Canadian Center of Science and Education, vol. 11(3), pages 133-148, March.
    7. Eunil Park & Sanghoon Lee & Sang Jib Kwon & Angel P. Del Pobil, 2015. "Determinants of Behavioral Intention to Use South Korean Airline Services: Effects of Service Quality and Corporate Social Responsibility," Sustainability, MDPI, vol. 7(9), pages 1-16, September.
    8. Ayodeji, Yusuf & Rjoub, Husam & Özgit, Hale, 2023. "Achieving sustainable customer loyalty in airports: The role of waiting time satisfaction and self-service technologies," Technology in Society, Elsevier, vol. 72(C).
    9. Su, Lujun & Swanson, Scott R. & Chen, Xiaohong, 2016. "The effects of perceived service quality on repurchase intentions and subjective well-being of Chinese tourists: The mediating role of relationship quality," Tourism Management, Elsevier, vol. 52(C), pages 82-95.
    10. Xue-Liang Pei & Jia-Ning Guo & Tung-Ju Wu & Wen-Xin Zhou & Shang-Pao Yeh, 2020. "Does the Effect of Customer Experience on Customer Satisfaction Create a Sustainable Competitive Advantage? A Comparative Study of Different Shopping Situations," Sustainability, MDPI, vol. 12(18), pages 1-19, September.
    11. Mirza Mohammad Didarul Alam & Nor Azila Mohd Noor, 2020. "The Relationship Between Service Quality, Corporate Image, and Customer Loyalty of Generation Y: An Application of S-O-R Paradigm in the Context of Superstores in Bangladesh," SAGE Open, , vol. 10(2), pages 21582440209, May.
    12. Lalicic, Lidija & Weismayer, Christian, 2021. "Consumers’ reasons and perceived value co-creation of using artificial intelligence-enabled travel service agents," Journal of Business Research, Elsevier, vol. 129(C), pages 891-901.
    13. Lee, Daeho & Shin, Jungwoo & Lee, Sangwon, 2015. "Network management in the era of convergence: Focusing on application-based quality assessment of Internet access service," Telecommunications Policy, Elsevier, vol. 39(8), pages 705-716.
    14. Asiya Chaudhary & Shabir Ahmad Hurrah & Shafat Maqbool, 2020. "The Influence of Corporate Social Responsiblity on Actual Buying Behaviour: A Study of Indian Consumers," Metamorphosis: A Journal of Management Research, , vol. 19(1), pages 21-28, June.
    15. Ramadan, Zahy B. & Farah, Maya F. & Kassab, Danielle, 2019. "Amazon's approach to consumers’ usage of the Dash button and its effect on purchase decision involvement in the U.S. market," Journal of Retailing and Consumer Services, Elsevier, vol. 47(C), pages 133-139.
    16. Hussain, Safdar & Ahmed, Wasim & Rabnawaz, Ambar & Jafar, Rana Muhammad Sohail & Saqib, Zulkaif Ahmed & Ullah, Sana & JianZhou, Yang, 2016. "Client Intentions and Buying Behavior with Regard of Dairy Products-Review," MPRA Paper 70383, University Library of Munich, Germany.
    17. Hory Sankar Mukerjee & G. K. Deshmukh & U. Devi Prasad, 2019. "Technology Readiness and Likelihood to Use Self-Checkout Services Using Smartphone in Retail Grocery Stores: Empirical Evidences from Hyderabad, India," Business Perspectives and Research, , vol. 7(1), pages 1-15, January.
    18. Nusrat, Farhana & Huang, Yanliu, 2024. "Feeling rewarded and entitled to be served: Understanding the influence of self- versus regular checkout on customer loyalty," Journal of Business Research, Elsevier, vol. 170(C).
    19. Sánchez-Gómez, Roberto & Vázquez-Suárez, Luis, 2024. "Organizational structure and store performance in the grocery retail industry: The moderating role of narcissistic leadership," Journal of Retailing and Consumer Services, Elsevier, vol. 79(C).
    20. Collins Opoku Antwi & Jun Ren & Wilberforce Owusu-Ansah & Henry Kofi Mensah & Michael Osei Aboagye, 2021. "Airport Self-Service Technologies, Passenger Self-Concept, and Behavior: An Attributional View," Sustainability, MDPI, vol. 13(6), pages 1-18, March.

    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:tei:journl:v:11:y:2018:i:2:p:7-16. 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: Kostas Stergidis (email available below). General contact details of provider: https://edirc.repec.org/data/dbikagr.html .

    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.