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Service quality performance measurement in public/private sectors

Stewart Black (The Robert Gordon University, Aberdeen, UK)
Senga Briggs (The Robert Gordon University, Aberdeen, UK)
William Keogh (The Robert Gordon University, Aberdeen, UK)

Managerial Auditing Journal

ISSN: 0268-6902

Article publication date: 1 October 2001

5577

Abstract

Provides an overview of UK public and private sector organisations’ use of performance information relating to service quality. While they have made some headway in improving the range of performance information they have available, and in their use of such information, significant problems remain. These problems include those of: conceptual mis‐development; limitations in recognising the needs of different stakeholders for such information; data shortage difficulties; and both technical and analytical under‐development of practice. Assesses the outlook for development of greater understanding of service quality measurement and makes a number of suggestions for dealing with these problems.

Keywords

Citation

Black, S., Briggs, S. and Keogh, W. (2001), "Service quality performance measurement in public/private sectors", Managerial Auditing Journal, Vol. 16 No. 7, pp. 400-405. https://doi.org/10.1108/EUM0000000005715

Publisher

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MCB UP Ltd

Copyright © 2001, MCB UP Limited

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