publication . Article . 2017

The effect of service delivery in public ‘community service centres’: A case of an emerging economy

Ndabazinhle Ngobese; Roger Bruce Mason; Mandusha Maharaj;
Open Access
  • Published: 01 Jul 2017 Journal: Risk Governance and Control: Financial Markets and Institutions, volume 7, pages 44-54 (issn: 2077-429X, eissn: 2077-4303, Copyright policy)
  • Publisher: Virtus Interpress
Abstract
<jats:p>This study investigated public perceptions of the service delivery provided by the Community Service Centres (CSC) of the South African Police Service (SAPS) Durban, South Africa. The study focuses on measuring service quality and service delivery. SERVQUAL was used to compare clients’ perceptions against expectations of service quality. Four hundred respondents were surveyed at three community service centres (previously known as ‘police stations’), with expectations and perceptions being assessed via the dimensions of tangibility, reliability, responsiveness, assurance and empathy. The results indicate that in all five dimensions there is a significant...
Persistent Identifiers
Subjects
free text keywords: Strategy and Management, Economics and Econometrics, Finance, SAPS, Client Service, Community Policing, Service Delivery, Business, Marketing, Service level requirement, Emerging markets, Service design, business.industry, Service provider, Service quality, Service delivery framework, Service system, SERVQUAL, lcsh:Finance, lcsh:HG1-9999
44 references, page 1 of 3

(2005). Customer service quality in the Greek Cypriot banking industry, Journal of Managing Service Quality, 15(1), 14-57.

2. Armstrong, G., & Kotler, P., (2006). Marketing: an introduction, 8th ed., Prentice-Hall, Upper Saddle River.

3. Bateson, J.E.D., & Hoffman, K.D., (2011). Services marketing, 4th ed., South-Western, Sydney.

4. Bebko, C.P. (2000). Service intangibility and its impact on customer expectations of service quality. Journal of Service Marketing, 14(1), 9-26.

5. Bertram, C., & Christiansen, I. (2014). Understanding research: An introduction to reading research, Van Schaik, Pretoria.

6. Brink, A., & Berndt, A. (2010). Customer relationship management and customer service, Juta, Johannesburg.

7. Bruhn, M., & Georgi, D. (2006). Services marketing: managing the service value chain, Pearson Education, London.

8. Churchill, G.A., & Iacobucci, D. (2007). Basic marketing research, International student edition, Neil Marquardt, London.

9. Council for Scientific and Industrial Research (2005). Customer satisfaction survey report: Final Report, September.

10. Diamantopoulos, A., & Schlegelmilch, B.B. (1997). Taking the fear out of data analysis, The Dryden Press, London.

11. Donnelly, M., Kerr, N.J., Rimmer, R., & Shiu, E.M. (2006). Assessing the quality of police services using SERVQUAL. Policing: An International Journal of Police Strategies & Management, 9(1), 92-105.

12. Engelbrecht, E. (2009). Exposure to violent crime, fear of crime and traumatic stress symptomatology, Unpublished Masters dissertation, University of the Witwatersrand, Johannesburg.

13. Fitzsimmons, J.A., & Fitzsimmons, M.J. (2006). Service Management: Operations, Strategy, Information technology, 5th ed., McGraw-Hill, New York.

14. Gronroos, C. (2000). Service management and marketing: a customer relationship management approach, 2nd ed., Wiley, New York.

15. Hair, J.E., Bush, R.P., & Ortinau, D.J. (2000). Marketing research: Practical approach for new millennium, McGraw-Hill, Singapore.

44 references, page 1 of 3
Any information missing or wrong?Report an Issue