Determining the quality of municipal services using SERVQUAL model
Апстракт
This study deals with determining service quality of municipalities of Srebrenica, Bratunac, and Milici in Bosnia and Herzegovina. The research is conducted using a questionnaire based on SERVQUAL model which comprises two subscales, one referes to customers' expectations and another for their perception of the service quality. The model observes service quality through five quality determinants: reliability, responsibility, empathy, safety, and tangibility. The major finding obtained from data analysis, is that quality of municipal service, from the customers' point of view, is not satisfactory, that is there are significant gaps between customers' expectations and their perception of each service quality determinant, especially reliability and responsibility of service. Accordingly, the municipalities have clear notion about where to focus the improvements.
Кључне речи:
SERVQUAL / service quality / satisfaction / municipalityИзвор:
Proceedings of the 5th IPMA Senet Project Management Conference (Senet 2019), 2019, 108, 16-21Издавач:
- Atlantis Press, Paris
Институција/група
Fakultet organizacionih naukaTY - CONF AU - Živković, Nedeljko AU - Glogovac, Maja AU - Kovačević, Bojan PY - 2019 UR - https://rfos.fon.bg.ac.rs/handle/123456789/1984 AB - This study deals with determining service quality of municipalities of Srebrenica, Bratunac, and Milici in Bosnia and Herzegovina. The research is conducted using a questionnaire based on SERVQUAL model which comprises two subscales, one referes to customers' expectations and another for their perception of the service quality. The model observes service quality through five quality determinants: reliability, responsibility, empathy, safety, and tangibility. The major finding obtained from data analysis, is that quality of municipal service, from the customers' point of view, is not satisfactory, that is there are significant gaps between customers' expectations and their perception of each service quality determinant, especially reliability and responsibility of service. Accordingly, the municipalities have clear notion about where to focus the improvements. PB - Atlantis Press, Paris C3 - Proceedings of the 5th IPMA Senet Project Management Conference (Senet 2019) T1 - Determining the quality of municipal services using SERVQUAL model EP - 21 SP - 16 VL - 108 UR - conv_2313 ER -
@conference{ author = "Živković, Nedeljko and Glogovac, Maja and Kovačević, Bojan", year = "2019", abstract = "This study deals with determining service quality of municipalities of Srebrenica, Bratunac, and Milici in Bosnia and Herzegovina. The research is conducted using a questionnaire based on SERVQUAL model which comprises two subscales, one referes to customers' expectations and another for their perception of the service quality. The model observes service quality through five quality determinants: reliability, responsibility, empathy, safety, and tangibility. The major finding obtained from data analysis, is that quality of municipal service, from the customers' point of view, is not satisfactory, that is there are significant gaps between customers' expectations and their perception of each service quality determinant, especially reliability and responsibility of service. Accordingly, the municipalities have clear notion about where to focus the improvements.", publisher = "Atlantis Press, Paris", journal = "Proceedings of the 5th IPMA Senet Project Management Conference (Senet 2019)", title = "Determining the quality of municipal services using SERVQUAL model", pages = "21-16", volume = "108", url = "conv_2313" }
Živković, N., Glogovac, M.,& Kovačević, B.. (2019). Determining the quality of municipal services using SERVQUAL model. in Proceedings of the 5th IPMA Senet Project Management Conference (Senet 2019) Atlantis Press, Paris., 108, 16-21. conv_2313
Živković N, Glogovac M, Kovačević B. Determining the quality of municipal services using SERVQUAL model. in Proceedings of the 5th IPMA Senet Project Management Conference (Senet 2019). 2019;108:16-21. conv_2313 .
Živković, Nedeljko, Glogovac, Maja, Kovačević, Bojan, "Determining the quality of municipal services using SERVQUAL model" in Proceedings of the 5th IPMA Senet Project Management Conference (Senet 2019), 108 (2019):16-21, conv_2313 .