SERVICE QUALITY IN THE PUBLIC SERVICE

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Prabha Ramseook-Munhurrun; Soolakshna D. Lukea-Bhiwajee; Perunjodi Naidoo;
(2010)
  • Journal: International Journal of Management and Marketing Research,volume 3,issue 1,pages37-50
  • Subject: Service quality, SERVQUAL, Front-line employees, Customer expectations, Public sector, Mauritius
    • jel: jel:M31 | jel:M12

The purpose of this paper is to obtain a better understanding of the extent to which service quality is delivered within the Mauritian public service by drawing on front-line employees (FLE) and customer perceptions of service quality. The paper investigates how closely... View more
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