Customer service quality improvement in the public sector through the Internet

Abstract

In response to environmental change, public sectors have begun to focus on their customers and customer services. Most of the public sector organisations, however, have made little progress in making themselves more customer-friendly, when compared with the private sector. Thus to improve the quality of service for public sector clients, this study devised a framework of Service Quality Improvement in the Public Sector (SQIPS), which combines information from marketing surveys and panels. The framework calculates several kinds of indices to identify key processes and builds customer retention and maturity strategies by using them. An Internet-based system equipped with the SQIPS framework has been developed. The benefits of the framework are summarised as follows: Obtaining high-quality reliable panel data from the public sector; saving money and time to collect questionnaires; improving internal and external customer processes based on various surveys; and enhancing service quality through the analysis of organisational processes.