The Relationship Between Service Quality Dimensions And Customer Satisfaction In Public Service Organizations With Application To Egypt Air
| المصدر: | المجلة العربية للإدارة |
|---|---|
| الناشر: | المنظمة العربية للتنمية الإدارية |
| المؤلف الرئيسي: | Fahim, Marwa Gaber Ahmed (Author) |
| المجلد/العدد: | مج39, ع1 |
| محكمة: | نعم |
| الدولة: |
مصر |
| التاريخ الميلادي: |
2019
|
| الشهر: | مارس |
| الصفحات: | 229 - 258 |
| DOI: |
10.21608/AJA.2019.27918 |
| ISSN: |
1110-5453 |
| رقم MD: | 967472 |
| نوع المحتوى: | بحوث ومقالات |
| اللغة: | الإنجليزية |
| قواعد المعلومات: | EcoLink |
| مواضيع: | |
| كلمات المؤلف المفتاحية: |
Service Quality | Perceived Service Quality | Service Quality Dimensions | SERVQUAL Model | Customer Satisfaction | Customer Expectation | Customer Perception | Service Sector | Public Services | Public Service Organizations | Egypt Air
|
| رابط المحتوى: |
عدد مرات التحميل
29
| المستخلص: |
It is obvious that customers are essential stakeholders in organizations and their satisfaction is a pri¬ority to the management. Satisfying customers by ensuring good quality services is the latest organization¬al strategy in today's business world. So, service quality nowadays has become ever more important to the achievement of customer satisfaction and competitive advantage as well. This coupled with the mounting complexities of the needs and expectations of customers in general. Prior research has suggested that custom¬ers' expectations and perceptions are more likely to be different across service sectors. Additionally, much of the research conducted about this theme has concentrated on the private sector. However, public sector orga¬nizations, especially in developing countries, play more dominant roles in service delivery. For that reason, the primary purpose of this study is to examine the relationship between service quality and customer (citizen) satisfaction in public service sectors with respect to service quality dimensions. The paper aims at identifying the determinants of service quality from the customers' perspective, and how they affect their satisfaction. The SERVQUAL tool developed by Parasuraman, et at. (1988) was used with its five dimensions (tangibility, reliability, responsiveness, assurance, and empathy), to find out how applicable it is in the context of the pub¬lic sector. Empirically, the paper explores the relationship between service quality dimensions and customer satisfaction at Egypt Air. Finally, the research provides useful and beneficial findings and recommendations which can be adopted by public service providers, in an attempt to build up and promote sustainable quality and successful customer satisfaction strategies, particularly in the Egyptian public sector |
|---|---|
| ISSN: |
1110-5453 |
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