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Measuring service quality of the Greek Ministry of Agriculture

Achilleas Kontogeorgos (Business Administration of Food and Agricultural Enterprise, University of Patras, Agrinio, Greece)
Dimitrios Tselempis (Department of Agricultural Economics, Aristotle University of Thessaloniki, Thessaloniki, Greece)
Stamatis Aggelopoulos (Department of Agricultural Development and Agribusiness Management, Alexander TEI of Thessaloniki, Thessaloniki, Greece)

Measuring Business Excellence

ISSN: 1368-3047

Article publication date: 11 November 2014

Abstract

Purpose

The purpose of this paper is mainly to investigate how Greek Farmers perceive service quality provided by the Greek Ministry of Agriculture and secondly, to confirm the five quality dimensions proposed by the SERVQUAL instrument for the Ministry’s service.

Design/methodology/approach

A questionnaire based on the SERVQUAL scale, was used to determine farmers’ perceptions of service quality in the area of central Macedonia in Greece. A total of 245 completed questionnaires were collected.

Findings

The analysis has shed some light on the quality gaps for the services provided by the Greek Public sector, suggesting that there is scope for improvement strategies. The results revealed a three-dimensional structure instead of the five dimensions of the SERVQUAL instrument. “Social skills” of the human factor were revealed as being the most critical dimension of quality.

Practical implications

This paper provides guidelines for policymakers to develop strategies to identify service quality gaps, while the decrease of such gaps could result in the public services’ improvement.

Originality/value

The current study is the first attempt to measure farmers’ perceptions of the service provided by the Greece ministry of Rural Development and Food. Secondly, this study provides additional evidence that the modification of the SERVQUAL scale could be used in different service sectors and cultures.

Keywords

Acknowledgements

The authors are grateful to two anonymous reviewers for their comments on an earlier version of the manuscript.

Citation

Kontogeorgos, A., Tselempis, D. and Aggelopoulos, S. (2014), "Measuring service quality of the Greek Ministry of Agriculture", Measuring Business Excellence, Vol. 18 No. 4, pp. 54-64. https://doi.org/10.1108/MBE-05-2013-0030

Publisher

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Emerald Group Publishing Limited

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