TY  - JOUR
AB  - This paper begins by explaining the new context in which public services are delivered and why improving service quality is especially relevant. The SERVQUAL model has been used in a number of public service environments to assess quality of service provision in terms of what consumers expect and what they actually receive. A particular advantage of SERVQUAL is that it is a tried and tested instrument which can be used comparatively for benchmarking purposes. The two service case examples featured in this paper illustrate the use of the SERVQUAL instrument to improve both process management and strategic planning in North Lanarkshire Council. Expectations, perceptions and gap scores are compared and their significance interpreted.
VL  - 11
IS  - 6
SN  - 0960-4529
DO  - 10.1108/09604520110410601
UR  - https://doi.org/10.1108/09604520110410601
AU  - Brysland Alexandria
AU  - Curry Adrienne
PY  - 2001
Y1  - 2001/01/01
TI  - Service improvements in public services using SERVQUAL
T2  - Managing Service Quality: An International Journal
PB  - MCB UP Ltd
SP  - 389
EP  - 401
Y2  - 2024/09/20
ER  -