Business Commons^™

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 …