Author:
Donnelly Mike,Wisniewski Mik,Dalrymple John F.,Curry Adrienne C.
Abstract
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.
Subject
Management, Monitoring, Policy and Law,Political Science and International Relations,Public Administration,Geography, Planning and Development
Reference2 articles.
1. 1. Parasuraman, A., Zeithaml, V.A. and Berry, L.L., “A conceptual model of
service quality and its implications for future research”,
Journal of Marketing, Vol. 49, 1985, pp.
41‐50.
2. 2. Zeithaml, V.A., Parasuraman, A. and Berry, L.L., Delivering Quality Service, The Free Press, New York, NY, 1990, p. 46.
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