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Full-Text Articles in Business
Planning: The Nexus Between Proactiveness And Innovation, Jennifer Harrison, Stephen Kelly
Planning: The Nexus Between Proactiveness And Innovation, Jennifer Harrison, Stephen Kelly
Adjunct Professor Stephen J Kelly
No abstract provided.
Measuring Service Quality In A Corporatised Public Sector Environment, Karen Mcfadyen, Jennifer Harrison, Stephen Kelly, Don Scott
Measuring Service Quality In A Corporatised Public Sector Environment, Karen Mcfadyen, Jennifer Harrison, Stephen Kelly, Don Scott
Adjunct Professor Stephen J Kelly
Using a modified SERVQUAL scale, this paper measures perceived service quality in a corporatised public sector environment. Five factors were identified: personalised proficiency, empathic professionalism, reliability, tangibles and access; explaining 61% of overall variance. Further analysis using multiple regression also indicated that 45% of the variability in customer satisfaction and 43% of the variability in overall service quality was explained by the five factors. The research was conducted in response to calls for the application of this measure and following a review of extant literature that indicated the limited number of studies undertaken within the public sector that assessed service …