Abstract
The paper tries to develop an empirical model of service quality in terms of electricity services that may form a basis for a better understanding of its determinants. Specifically, it's aimed to identify the dimensions of service quality of electricity services provided by the Ceylon Electricity Board located in Badulla District. The study employs exploratory factor analysis (EFA) and the service quality dimensions are identified using it as an independence technique. Data were collected by a structured questionnaire that consists of two sections as Part A and B. A total of 300 usable responses (n =300) were obtained through simple random sampling technique. The model consists of five dimensions such as tangibility, empathy, responsiveness, reliability, and assurance that have been detected by exploratory factor analysis. Further, results revealed that dimensions extracted from the analysis accounted for 62.899 percent of the total variance. While the study limits to the electricity services provided by the public sector organization based in Badulla district, the findings introduce the dimensions of service quality for electricity services, which may be a base for other scholars.
Highlights
Background of the StudyToday, public sector organizations have to face many challenges in hyper competitive environment
While the study limits to the electricity services provided by the public sector organization based in Badulla district, the findings introduce the dimensions of service quality for electricity services, which may be a base for other scholars
The research presents the results of a study carried out on dimensions of service quality model for electricity services provided by the Ceylon Electricity Board in Sri Lanka
Summary
Public sector organizations have to face many challenges in hyper competitive environment. Due to the above mentioned reasons, public sector organizations in developed and developing countries have to modernize their functions and work more efficiently (Pal & Ireland, 2009; Torres et al, 2005). Due to the current management scenario, both internal and external sources stressed the public sector organizations to focus on their functions and to modernize it successfully (Hughes & Smart, 2012). Strategic issues should be applied among public sector organizations to compete with private sector. In this context, Uhr (1990) suggested the public sector to adopt the private sector service system, which is named as “managerialism”. Researchers argued that, managerialism is considered as the strategic formula to make successful one among public sector
Sign-in/Register to view highlights & summary Sign-in/Register to access full text options 
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a call
