Measuring service quality in local government: the SERVQUAL approach

Donnelly, Mike and Wisniewski, Mik and Dalrymple, J F and Curry, A C (1995) Measuring service quality in local government: the SERVQUAL approach. International Journal of Public Sector Management, 8 (7). pp. 15-20. ISSN 09513558

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Local government in the UK is not immune from the pressures driving successful organizations towards top quality services that delight their customers. Outlines some of the special features of local government service provision and the way in which these might affect the assessment of service quality. Highlights some of the limitations of conventional customer satisfaction surveys which lead the authors to consider the SERVQUAL approach. This method, which has been the subject of considerable academic scrutiny and extensive private sector service application, merits serious consideration by local government managers as a robust, adaptable, diagnostic instrument to measure service quality.

Item Type: Article
Uncontrolled Keywords: Customer satisfaction, Customer surveys, Local government, Service quality
Divisions: School of Arts, Social Sciences and Management > Business, Enterprise & Management
Date Deposited: 28 Apr 2009 09:28
Last Modified: 02 Feb 2017 15:37


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