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Service Quality in Public Services as a Segmentation Variable

Author

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  • Manuel Sánchez-Pérez
  • Raquel Sánchez-Fernández
  • Gema M. Marín-Carrillo
  • Juan C. Gázquez-Abad

Abstract

The application of perceived service quality to marketing segmentation makes a significant contribution to customer quality expectations by enabling more efficient segmentation. By means of an empirical analysis, the present work firstly contrasts the validity of perceived service quality measurements in public services. It goes on to analyse the usefulness of this concept as a segmentation criterion. Finally, customer segments are identified as a function of perceived quality and profiles are established for each segment. This study proves that service quality is a useful tool for segmentation in public services.

Suggested Citation

  • Manuel Sánchez-Pérez & Raquel Sánchez-Fernández & Gema M. Marín-Carrillo & Juan C. Gázquez-Abad, 2007. "Service Quality in Public Services as a Segmentation Variable," The Service Industries Journal, Taylor & Francis Journals, vol. 27(4), pages 355-369, June.
    • Handle: RePEc:taf:servic:v:27:y:2007:i:4:p:355-369
    DOI: 10.1080/02642060701346771
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