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Service Quality In Public Service: A Case Of Ghana National Service Scheme

Author

Listed:
  • Kwame Owusu Kwateng
  • Hannah Vivian Osei
  • Frank Akoto Acquaah

Abstract

This study was carried out to ascertain whether personnel serving their mandatory year of service in Ghana were satisfied with the quality of service provided by the Ghana National Service Scheme. The satisfaction of service personnel was measured by employing the gap model and factors influencing the personnel’s satisfaction were also determined by factor analysis based on principal component extraction using Oblimin with Kaiser Normalization rotation method. The results indicated that service personnel were satisfied with the empathy, assurance and responsiveness aspects of service delivery. Alternatively, service personnel were not satisfied with the tangibility and reliability dimensions which had a negative gap score. Some of the key factors which significantly contributed to service personnel’s satisfaction included the willingness of National Service Scheme staff to answer personnel questions and the ability of staff to quickly respond to the needs of personnel. Developing training policy for staff of the scheme was recommended as one of the measures to deal with these important aspects of quality service delivery. This study is among the foremost attempts to use the SERVQUAL model to examine the service quality of public service organizations in Ghana

Suggested Citation

  • Kwame Owusu Kwateng & Hannah Vivian Osei & Frank Akoto Acquaah, 2017. "Service Quality In Public Service: A Case Of Ghana National Service Scheme," International Journal of Management and Marketing Research, The Institute for Business and Finance Research, vol. 10(1), pages 1-18.
    • Handle: RePEc:ibf:ijmmre:v:10:y:2017:i:1:p:1-18
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    References listed on IDEAS

    as
    1. Antonides, G. & Verhoef, P.C., 2000. "Consumer Perception and Evaluation of Waiting Time," ERIM Report Series Research in Management ERS-2000-35-MKT, Erasmus Research Institute of Management (ERIM), ERIM is the joint research institute of the Rotterdam School of Management, Erasmus University and the Erasmus School of Economics (ESE) at Erasmus University Rotterdam.
    Full references (including those not matched with items on IDEAS)

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    More about this item

    Keywords

    Service Quality; SERVQUAL; Quality Dimensions; Kaiser Normalization; National Service Personnel; Gap Model; Ghana;
    All these keywords.

    JEL classification:

    • M0 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - General
    • M1 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration
    • M3 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising

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