Conceptualising the perceived service quality of public utility services: A multi-level, multi-dimensional model
Abbreviated Journal Title
Total Qual. Manag. Bus. Excell.
service quality; public utility; multi-level; multi-dimensional models; STRUCTURAL EQUATION MODELS; CONSUMER PERCEPTIONS; EMPIRICAL-ASSESSMENT; SERVQUAL SCALE; PERFORMANCE; MANAGEMENT; SATISFACTION; DIMENSIONS; EMPLOYEES; EXTENSION; Management
Based on the data relevant to four public utility services (water, natural gas, electricity and thermoelectricity) collected by a personally administered on-site survey, the authors develop a model to assess the perceived service quality of public utility services. In the model, the perceived service quality of public utility services has a multi-level, multi-dimensional structure with three primary dimensions: outcome, environment and interaction. Eight sub-dimensions are also specified to measure these three primary dimensions. This study contributes to the literature by providing a conceptual model for the perceived service quality of public utility services. This study also provides insights and guidance for managers, government officials and community policy-makers in the measurement and management of service quality in public utility firms.
Total Quality Management & Business Excellence
"Conceptualising the perceived service quality of public utility services: A multi-level, multi-dimensional model" (2008). Faculty Bibliography 2000s. 93.