Examining the Relationship between Service Quality and Customer Satisfaction in the Public Service. The Case of Botswana

Abstract

Sustaining public confidence in any government is also a function of the consistency in the delivery of public goods and services. For several years, customers across public organizations have complained about the quality of services delivered to them. It is therefore important for public organizations to regularly evaluate service quality in order to better understand how best to satisfy customers. This study investigated the extent to which dimensions of service quality influence customer satisfaction in the Tonota Sub Region. With the aid of a questionnaire, data were collected from 135 respondents located at 27 basic education sites (secondary and primary schools) in the Tonota Sub Region. Descriptive and inferential statistics were used for data analysis. The findings reveal that service quality dimensions of tangibility, empathy, assurance, and responsiveness impact customer satisfaction positively. This study recommends amongst others, training of employees on managing customer complaints, records management and increasing service reliability to improve service quality. The outcome of this study will guide the formulation of customer satisfaction strategy and policy aligned with service standards to drive service quality delivery. Future research is recommended on perceptions of teachers and other members of the public regarding the extent to which service quality impacts customer satisfaction so as to comprehensively discern public service quality dimensions. An understanding of customer satisfaction within the public service will likely kindle better relations between the public and government thereby improving public trust in government programs. Managers are also likely to tap into this to further levels of job satisfaction for public sector employees.