An exploratory study of service quality in the Malaysian public service sector
An exploratory study of service quality in the Malaysian public service sector
复制标题
马来西亚公共服务部门服务质量的探索性研究
DOI：
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发表时间：
2007
期刊：
影响因子：
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通讯作者：
J. Kandampully
中科院分区：
文献类型：
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作者：
Arawati Agus;S. Barker;J. Kandampully
目的-本白皮书旨在通过借鉴管理层和客户对服务质量的看法，更好地了解服务质量在马来西亚公共服务部门中的渗透程度。设计/方法/方法-向马来西亚该部一个公共部门的86个分支机构的经理和客户分发了两份独立的调查问卷。经理调查包括与组织服务绩效有关的工具，而客户调查则包含与服务质量和客户满意度有关的工具。总共完成了430份经理和客户调查，回复率为95%。调查结果支持概念模型，表明服务质量维度、服务绩效和客户满意度之间存在很强的相关性。特别是，在响应性、可获得性和可信度方面，被归类为“优秀”的服务提供商被评为最受欢迎的。研究限制/改进…
Purpose – The paper seeks to obtain a better understanding of the extent to which service quality permeates within the Malaysian public service sector by drawing on management and customer perceptions of service quality.Design/methodology/approach – Two separate surveys were distributed to managers and customers across 86 branches of a public sector department within the Malaysian Ministry. The manager survey comprised instruments relating to organisational service performance, while the customer survey contained instruments relating to service quality and customer satisfaction. A total of 430 manager and customer surveys were completed, representing a 95 percent response rate.Findings – The results support the conceptual model in demonstrating a strong correlation between service quality dimensions, service performance and customer satisfaction. In particular, service providers classified as “excellent” were rated most favourably in terms of responsiveness, access and credibility.Research limitations/imp...