Abstract
AbstractThis paper reports on the outcomes of an action research programme investigating the measurement of service quality in the voluntary and local government service environments. The paper begins with a brief background of the contexts within which the local government and voluntary sectors deliver their services and a description of the SERVQUAL method. It reports on the outcomes of three studies in different service environments in the local government sector and then focuses on a recent study within the Scottish voluntary sector. The voluntary sector study serves as a platform from which to examine the portability of SERVQUAL into this sector and to assess its limitations as an instrument for measuring the quality of voluntary sector service provision. The study concludes that the SERVQUAL approach, in terms of its methodology, is appropriate for the public and voluntary sectors, but that primary qualitative research is necessary to develop appropriate survey instruments that reflect the different customer perceptions of the underlying service quality dimensions in these nonprofit sectors.
Published Version
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