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Developing customer satisfaction indices using SERVQUAL sampling surveys : A case study of Al‐Ain municipality inspectors

M.Y. El‐Bassiouni (Department of Statistics, Faculty of Business and Economics, United Arab Emirates University, Al‐Ain, United Arab Emirates)
M. Madi (Department of Statistics, Faculty of Business and Economics, United Arab Emirates University, Al‐Ain, United Arab Emirates)
T. Zoubeidi (Department of Statistics, Faculty of Business and Economics, United Arab Emirates University, Al‐Ain, United Arab Emirates)
M.Y. Hassan (Department of Statistics, Faculty of Business and Economics, United Arab Emirates University, Al‐Ain, United Arab Emirates)

Journal of Economic and Administrative Sciences

ISSN: 1026-4116

Article publication date: 1 February 2012

2584

Abstract

Purpose

The purpose of this paper is to develop customer satisfaction indices for the services provided by inspectors in certain departments of Al‐Ain Municipality, the United Arab Emirates.

Design/methodology/approach

The methodology is based on customer satisfaction models with SERVQUAL survey input to produce indices of satisfaction and the drivers and outcomes of satisfaction. The survey data were collected via a stratified random sample of the customers who visited Al‐Ain Municipality Customer Service Center (AMCSC) in spring 2008. Structural equation models were fitted to the data and goodness‐of‐fit was assessed.

Findings

The customer satisfaction indices and scores of customers’ trust were in the mid‐eighties, indicating high levels of satisfaction and client trust.

Research limitations/implications

The limitations of the current study include the small sample size and the use of one indicator of the latent variable trust. Further research may focus more on prioritizing future efforts, improving quality, and performing cross‐institutional benchmarking.

Practical implications

Opportunities for quality improvements were identified and some recommendations were provided.

Originality/value

Although the results lead to the conclusion that high levels of satisfaction and client trust were attained, there is a room for improvement. The AMCSC has to continuously improve the quality of its services in order to realize its mission.

Keywords

Citation

El‐Bassiouni, M.Y., Madi, M., Zoubeidi, T. and Hassan, M.Y. (2012), "Developing customer satisfaction indices using SERVQUAL sampling surveys : A case study of Al‐Ain municipality inspectors", Journal of Economic and Administrative Sciences, Vol. 28 No. 2, pp. 98-108. https://doi.org/10.1108/10264111211248394

Publisher

:

Emerald Group Publishing Limited

Copyright © 2012, Emerald Group Publishing Limited

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