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Measuring service quality in local government: the SERVQUAL approach

Mike Donnelly (University of Strathclyde, Scotland, UK)
Mik Wisniewski (University of Stirling, Scotland, UK)
John F. Dalrymple (University of Stirling, Scotland, UK)
Adrienne C. Curry (University of Stirling, Scotland, UK)

International Journal of Public Sector Management

ISSN: 0951-3558

Article publication date: 1 December 1995



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.



Donnelly, M., Wisniewski, M., Dalrymple, J.F. and Curry, A.C. (1995), "Measuring service quality in local government: the SERVQUAL approach", International Journal of Public Sector Management, Vol. 8 No. 7, pp. 15-20.




Copyright © 1995, MCB UP Limited

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