Determining the quality of municipal services using SERVQUAL model

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.