Abstract
This paper reports on the results of the application of the SERVQUAL Scale to measure the level of service quality in two Scottish local government services - Public Libraries and Home Help (Social Work) provision. Following a brief description of the SERVQUAL approach the outcomes of the investigations are given and tentative conclusions are drawn about the validity of the approach in the local government arena.
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Donnelly, M., Dalrymple, J.F., Wisniewski, M. and Curry, A.C., ‘The Portability of the SERVQUAL Scale to the Public Sector’, Proc. 1st TQM World Cong., Sheffield, 1995
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Zeithaml, V.A., Parasuraman A., and Berry, L.L., Delivering Service Quality, 1990, The Free Press
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© 1995 Springer Science+Business Media Dordrecht
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Dalrymple, J.F., Donnelly, M., Wisniewski, M., Curry, A.C. (1995). Measuring service quality in local government. In: Kanji, G.K. (eds) Total Quality Management. Springer, Dordrecht. https://doi.org/10.1007/978-94-011-0539-2_37
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DOI: https://doi.org/10.1007/978-94-011-0539-2_37
Publisher Name: Springer, Dordrecht
Print ISBN: 978-94-010-4240-6
Online ISBN: 978-94-011-0539-2
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