Abstract
This paper explores some of the issues that managers in the public sector, and local government in particular, will face when attempting to use the SERVQUAL Scale to measure the quality of service provision under their control. A brief background to the environment within which local government operates provides a platform for the discussion of key factors which must be addressed if the SERVQUAL approach is to be successfully transferred from the private to the public sector.
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© 1995 Springer Science+Business Media Dordrecht
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Donnelly, M., Dalrymple, J.F., Wisniewski, M., Curry, A.C. (1995). The portability of the SERVQUAL scale to the public sector. In: Kanji, G.K. (eds) Total Quality Management. Springer, Dordrecht. https://doi.org/10.1007/978-94-011-0539-2_39
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DOI: https://doi.org/10.1007/978-94-011-0539-2_39
Publisher Name: Springer, Dordrecht
Print ISBN: 978-94-010-4240-6
Online ISBN: 978-94-011-0539-2
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