scholarly journals Service Quality and Client’s Satisfaction: A Case Study among Employees at a Government Agency in Kota Samarahan towards Counter Services in Urban Transformation Centre (UTC) Kuching

2021 ◽  
Vol 10 (2) ◽  
Author(s):  
Leviana Andrew ◽  
Siti Fatimah Abdul Latiff ◽  
Haniz Izyan Izzati Ali
Keyword(s):  
Service Quality ◽  
Government Agency ◽  
Urban Transformation ◽  
Government Agencies ◽  
Positive Correlation ◽  
The Public ◽  
Five Elements ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
The Government

The study of service quality and clients’ satisfaction has been used by organisations to deliver better services to their clients. While many studies have been done on this topic from the perspective of the public towards the government service, there were few emphases from the perspective of the government servants (G2G) towards the government services offered by other government agencies. This study aimed to investigate the relationship between service quality and clients’ satisfaction among employees at a government agency towards counter services at Urban Transformation Centre (UTC) Kuching, Sarawak. The study includes all five elements of Service Quality Dimensions (SERVQUAL) which were Tangible, Reliability, Responsiveness, Assurance, and Empathy. This study includes all employees of a government agency in Kota Samarahan, Sarawak. Questionnaires were distributed to respondents through Google Form with a returned rate of 88%. It was found that empathy and responsiveness variables had a strong and positive correlation with Clients’ Satisfaction while Assurance, Reliability, and Tangibility had a moderate and positive correlation with Clients’ Satisfaction. These findings implied that clients were more satisfied with services that were handled with care and discretion as well as quickly resolving unexpected issues thus providing insights to government agencies to improve their services. Keywords: Service Quality, Customer Satisfaction, Tangibles, Reliability, Responsiveness, Assurance, Empathy

scholarly journals Exploring the relationship between service quality and customer satisfaction in postal financial services

2015 ◽  
Vol 5 (3) ◽  
pp. 186-193
Author(s):  
Steven Kayambazinthu Msosa ◽  
Jeevarathnam P. Govender
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Financial Services ◽  
Service Providers ◽  
Postal Service ◽  
Cross Sectional ◽  
The Public ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
The Relationship

Service quality and customer satisfaction are related and are important factors for the success of service providers be it in the public or the private sector. This study aims to examine the relationship between service quality and customer satisfaction in the Malawian public postal service, specifically its banking division. A cross-sectional, quantitative and descriptive study was undertaken and data was collected from 400 customers using the SERVPERF model. A non-probability sampling approach was adopted and respondents were selected using convenience sampling. Reliability of the study was tested using Cronbach alpha. Correlation tests were conducted using Spearman’s rho. The results show that all the five service quality dimensions, viz. tangibles, reliability, empathy, assurance and responsiveness, are significantly and positively correlated. There was also a significant correlation between the service quality dimensions and overall service quality, customer satisfaction and customer loyalty.

scholarly journals Examining the Relationship between Service Quality and Customer Satisfaction in the Public Service. The Case of Botswana

2020 ◽  
Vol 17 ◽  
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Public Service ◽  
Primary Schools ◽  
Public Organizations ◽  
Future Research ◽  
Public Confidence ◽  
The Public ◽  
Quality Dimensions ◽  
Service Quality Dimensions

Sustaining public confidence in any government is also a function of the consistency in the delivery of public goods and services. For several years, customers across public organizations have complained about the quality of services delivered to them. It is therefore important for public organizations to regularly evaluate service quality in order to better understand how best to satisfy customers. This study investigated the extent to which dimensions of service quality influence customer satisfaction in the Tonota Sub Region. With the aid of a questionnaire, data were collected from 135 respondents located at 27 basic education sites (secondary and primary schools) in the Tonota Sub Region. Descriptive and inferential statistics were used for data analysis. The findings reveal that service quality dimensions of tangibility, empathy, assurance, and responsiveness impact customer satisfaction positively. This study recommends amongst others, training of employees on managing customer complaints, records management and increasing service reliability to improve service quality. The outcome of this study will guide the formulation of customer satisfaction strategy and policy aligned with service standards to drive service quality delivery. Future research is recommended on perceptions of teachers and other members of the public regarding the extent to which service quality impacts customer satisfaction so as to comprehensively discern public service quality dimensions. An understanding of customer satisfaction within the public service will likely kindle better relations between the public and government thereby improving public trust in government programs. Managers are also likely to tap into this to further levels of job satisfaction for public sector employees.

Determining the impact of service quality on citizens' satisfaction and the role of citizens' demographics. The case of the Greek citizen's service centers

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Evangelos Psomas ◽  
Nancy Bouranta ◽  
Maria Koemtzi ◽  
Efthalia Keramida
Keyword(s):  
Public Sector ◽  
Service Quality ◽  
Linear Regression Analysis ◽  
Policy Decision ◽  
Content Type ◽  
Citizen Satisfaction ◽  
The Public ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
The Impact

PurposeCitizen's service centers (CSCs) are front-end delivery public points which aim to reduce bureaucratic procedures and improve citizens' services. The present study, based on the citizens' perceptions, aims to explore the impact of the CSCs' service quality on citizens' satisfaction and also to identify statistically significant differences with regard to service quality dimensions and citizen satisfaction among different groups of citizens.Design/methodology/approachA questionnaire survey was carried out based on the five dimensions of the SERVPERF model. Random sampling was used to acquire a representative and reliable sample of 1,226 respondents. Descriptive statistics, multiple linear regression analysis, T-test and ANOVA were applied to analyze the data.FindingsAccording to the citizens' perceptions, the levels of the service quality dimensions and citizen satisfaction are medium to high. The service quality dimensions have a statistically significant impact on citizens' satisfaction. Moreover, statistically significant differences are observed among groups of citizens in terms of the service quality dimensions and citizen satisfaction.Originality/valueThe present study is stimulated by the existing gap identified in the literature in the field of the public sector and more specifically in the CSCs. Building on the public sector literature, the study examines the relationship between service quality dimensions and citizens' satisfaction from the services provided by the Greek CSCs, which are innovative public service organizations operating all over Greece. It also highlights key implications for public organizations and government policy decision-makers based on citizens' demographic characteristics.

scholarly journals A Review in E-Government Service Quality Measurement

2018 ◽  
Vol 10 (3) ◽  
pp. 1257 ◽  
Author(s):  
Wael Jabbar Abed Al-Nidawi ◽  
Saba Kamil Jaafar Al-Wassiti ◽  
Mahdi Athab Maan ◽  
Marini Othman
Keyword(s):  
Service Quality ◽  
Services Quality ◽  
Quality Measurement ◽  
Electronic Government ◽  
The Public ◽  
Complex Process ◽  
Efficiency And Effectiveness ◽  
Critical Issues ◽  
Quality Dimensions ◽  
Service Quality Dimensions

<span lang="EN-US">Governments are responsible for providing services to the public easily, efficiently, therefore they introduced electronic government as a way to minimize costs, enhance services, save time and augment performance and efficacy in the public sector. E-service Quality is one of the critical issues in the failure or success of e-government projects. It promotes the efficiency and effectiveness of governments and the relationships with users and enhances their satisfactions. Measurement of e-service quality is a complex process because it depends on citizens’ perception that is difficult to be realized and measured. This paper aims to review scales measurement of e- government services quality that providing an evaluating scale based on defining the significant e- service quality dimensions. These dimensions cover important e-services requirements to enhance e-service quality.</span>

scholarly journals Muslim Travellers’ Perception on Quality of Service by Umrah and Hajj Travel Agencies in Malaysia

2019 ◽  
Vol 1 (1) ◽  
pp. 18-23
Author(s):  
Ainatun Nabihah Mohd Shukri ◽  
Kalsitinoor Set ◽  
Azizul Yadi Yaakop
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Future Research ◽  
Government Agencies ◽  
The Public ◽  
Travel Agencies ◽  
The World ◽  
The Media ◽  
The Government

Millions of Muslims from all over the world perform Umrah and Hajj every year. There were 250,000 pilgrims from Malaysia in 2017, and the number is expected to grow by 20 percent in 2018. This projected increase will create a huge demand for Umrah and Hajj travel agencies’ services in Malaysia. At present, there are 328 Umrah and Hajj travel agencies registered under Malaysia’s Ministry of Tourism and Culture (MOTAC). However, the supposedly bright outlook maybe marred by undesirable consequences. Along with the increase in the number of Umrah and Hajj travel agencies, there also tends to be an increase in fraud Umrah packages offered by fake agents in Malaysia. Such incidents will cause sadness and anger in the victims and other involved parties. Umrah package fraud involving fake agents in Malaysia has attracted the attention of many including the public, the government, the private sector, even the media. Nevertheless, studies on correlation between Muslim travellers’ perception of the quality of service by Umrah travel agencies and their decision to purchase the Umrah package are scarce in Malaysia. Hence, this study investigated Muslim travellers’ perception of Umrah and Hajj travel agencies’ service quality and its influence on their decision to purchase the Umrah package, in an attempt to discover why some Muslim travellers fell into fake agents’ trap in Malaysia. A total of 319 Muslim respondents completed the questionnaire on service quality perception, specifically service quality elements and loyalty. The data obtained was examined using SPSS version 25 for descriptive and regression analysis. Umrah and Hajj travel agencies as well as relevant government agencies could use the findings of the study to assist with formulating plans and policies to improve the quality of service by Umrah and Hajj industry players and awareness among Muslim travellers on the importance of being able to identify bogus agencies. The limitations, implications and suggestions for future research are also discussed.

The Effect of Service Quality on Customers' Satisfaction in Mobile Phone Services in the UAE

2020 ◽  
Vol 8 (1) ◽  
pp. 75-94
Author(s):  
Emad Yusuf Masoud
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Mobile Phone ◽  
Service Providers ◽  
Mobile Service ◽  
Behavioural Difference ◽  
Mobile Industry ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Network Quality

This study aims to determine the dimensions of mobile service quality and to examine their effect on customer satisfaction in UAE mobile phone service providers while also investigating the behavioural differences between mobile phone customers with prepaid and postpaid subscriptions. A combination of the SERVPERF model has been adopted as the main framework for analyzing service quality. A structured questionnaire instrument was designed for data collection. The present study concentrates on the level of customers’ satisfaction for leading service providers in the UAE mobile industry. Etisalat and Du were chosen for this study. A sample of (452) mobile phone users in Abu Dhabi city was selected at random using convenience-sampling. We found a positive effect of both functional and technical service quality (network quality) on customers’ satisfaction. Functional and technical dimensions were good predictors of customer satisfaction and confirmed the multidimensional nature of service quality. Also, the service quality dimensions; reliability, assurances, and responsiveness are found to be significant predictors of customer satisfaction. Behavioural difference between mobile phone customers is also significant in predicting customer satisfaction for postpaid subscribers. However, only reliability and network quality are significant predictors of customer satisfaction for prepaid subscribers. The model developed in this study provides marketers and researchers with a diagnostic tool to assess service quality from the perspectives of customers to meet the customer’s expectations and ensure customer satisfaction.

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