Title

Conceptualising The Perceived Service Quality Of Public Utility Services: A Multi-Level, Multi-Dimensional Model

Keywords

Multi-dimensional models; Multi-level; Public utility; Service quality

Abstract

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.

Publication Date

10-1-2008

Publication Title

Total Quality Management and Business Excellence

Volume

19

Issue

10

Number of Pages

1055-1070

Document Type

Article

Personal Identifier

scopus

DOI Link

https://doi.org/10.1080/14783360802264228

Socpus ID

52949087983 (Scopus)

Source API URL

https://api.elsevier.com/content/abstract/scopus_id/52949087983

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