publication . Article . 2010

SERVICE QUALITY IN THE PUBLIC SERVICE

Prabha Ramseook-Munhurrun; Soolakshna D. Lukea-Bhiwajee; Perunjodi Naidoo;
Open Access
  • Published: 01 Jan 2010 Journal: International Journal of Management and Marketing Research, volume 3, issue 1, pages 37-50
Abstract
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 customer expectations of service and FLE perceptions of customer expectations match. SERVQUAL is used to measure service quality amongst FLE and customers in a major public sector department in Mauritius. The survey captures customers’ expectations of an excellent public service and compares these with their perceptions of the service delivered by a particular public service department in Mauri...
Subjects
free text keywords: Service quality, SERVQUAL, Front-line employees, Customer expectations, Public sector, Mauritius, jel:M31, jel:M12
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