IDEAS home Printed from https://ideas.repec.org/a/arp/tjssrr/2018p752-760.html
   My bibliography  Save this article

Moderating Effect of Administrative Role in the Relationship Between the SERVQUAL dimensions and Quality Service Provisions of Local Government in Dhaka City

Author

Listed:
  • Musfiqa Ashraf*

    (PhD Researcher, Department of Political Science, International Islamic University Malaysia (IIUM), Malaysia)

  • Md. Moniruzzaman

    (Associate Professor, Department of Political Science, International Islamic University Malaysia (IIUM), Malaysia)

  • S. M. Abdul Quddus

    (Associate Professor, Department of Political Science, International Islamic University Malaysia (IIUM), Malaysia)

Abstract

The present study aims at investigating the moderating effect of administrative role in the relationships between the service quality dimensions, logistic support and perceived quality service of local government (Dhaka City Corporation) in the context of Bangladesh. For the purpose of the study, data were collected from 222 slum dwellers of Dhaka City living in the six big slums which are Shampur, Tejgaon, Bhasantak, Korail, Kamalapur and Zurain slums to examine the moderating effect. The responses were gathered with 5 point Likert scale with response options ranging from strongly agree (5) to strongly disagree (1) through a structured questionnaire survey. Collected data were analyzed using partial least square structural equation modeling technique (PLS-SEM) with the support of the software Smart PLS 2.0 M3. The findings reveal that administrative role positively moderates the relationship between assurance dimension and perceived service quality of local government; logistic support and perceived quality service and finally, the findings reveal that administrative role has significant moderating effect in the relationship between responsiveness and perceived service equality of local government. Hence, the findings give an indication that local government should play positive administrative role to improve the services quality and make their services effective for slum dwellers. The policy makers, local government and other related stakeholders might find this study as an essential tool in designing, developing and implementing their activities directed to the slum dwellers.

Suggested Citation

  • Musfiqa Ashraf* & Md. Moniruzzaman & S. M. Abdul Quddus, 2018. "Moderating Effect of Administrative Role in the Relationship Between the SERVQUAL dimensions and Quality Service Provisions of Local Government in Dhaka City," The Journal of Social Sciences Research, Academic Research Publishing Group, vol. 4(12), pages 752-760, 12-2018.
    • Handle: RePEc:arp:tjssrr:2018:p:752-760
    as

    Download full text from publisher

    File URL: https://www.arpgweb.com/pdf-files/jssr4(12)752-760.pdf
    Download Restriction: no
    File URL: https://www.arpgweb.com/journal/7/archive/12-2018/12/4
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Prabha Ramseook-Munhurrun & Soolakshna D. Lukea-Bhiwajee & Perunjodi Naidoo, 2010. "Service Quality In The Public Service," International Journal of Management and Marketing Research, The Institute for Business and Finance Research, vol. 3(1), pages 37-50.
    2. World Bank, 2007. "Bangladesh - Dhaka : Improving Living Conditions for the Urban Poor," World Bank Publications - Reports 7686, The World Bank Group.
    3. Kim, Moon-Koo & Park, Myeong-Cheol & Jeong, Dong-Heon, 2004. "The effects of customer satisfaction and switching barrier on customer loyalty in Korean mobile telecommunication services," Telecommunications Policy, Elsevier, vol. 28(2), pages 145-159, March.
    4. Pablo Gutiérrez Rodríguez & José Vázquez Burguete & Roger Vaughan & Jonathan Edwards, 2009. "Quality dimensions in the public sector: municipal services and citizen’s perception," International Review on Public and Nonprofit Marketing, Springer;International Association of Public and Non-Profit Marketing, vol. 6(1), pages 75-90, June.
    5. Josefina L. Murillo‐Luna & Concepción Garcés‐Ayerbe & Pilar Rivera‐Torres, 2008. "Why do patterns of environmental response differ? A stakeholders' pressure approach," Strategic Management Journal, Wiley Blackwell, vol. 29(11), pages 1225-1240, November.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Orthodox Tefera & Stephen Migiro, 2019. "The Relationship amongst Customer Satisfaction, Loyalty, Demographic and Tripographic1 Attributes: A Case of Star Rated Hotel Guests in Ethiopia," Journal of Economics and Behavioral Studies, AMH International, vol. 10(6), pages 16-29.
    2. Christopher Simasiku & Nico Schutte, 2017. "An Analysis of the Facilitating and Constraining Factors Affecting Quality Service Delivery in a Selected Namibian Parastatal," Proceedings of International Academic Conferences 5908283, International Institute of Social and Economic Sciences.
    3. Dedi Hadian, 2017. "The Relationship Organizational Culture and Organizational Commitment on Public Service Quality; Perspective Local Government in Bandung, Indonesia," International Review of Management and Marketing, Econjournals, vol. 7(1), pages 230-237.
    4. Kapoor, Mudit & le Blanc, David, 2008. "Measuring risk on investment in informal (illegal) housing: Theory and evidence from Pune, India," Regional Science and Urban Economics, Elsevier, vol. 38(4), pages 311-329, July.
    5. Barcos, Lucía & Barroso, Alicia & Surroca, Jordi & Tribó, Josep A., 2013. "Corporate social responsibility and inventory policy," International Journal of Production Economics, Elsevier, vol. 143(2), pages 580-588.
    6. Kim, Joon Ho & Kang, Kyung Ho, 2018. "The effect of promotion on gaming revenue: A study of the US casino industry," Tourism Management, Elsevier, vol. 65(C), pages 317-326.
    7. Chung-Yi Lin & Shu-Yi Liaw & Chao-Chun Chen & Mao-Yuan Pai & Yuh-Min Chen, 2017. "A computer-based approach for analyzing consumer demands in electronic word-of-mouth," Electronic Markets, Springer;IIM University of St. Gallen, vol. 27(3), pages 225-242, August.
    8. Eduardo Ortas & Isabel Gallego‐Álvarez & Igor Álvarez, 2019. "National institutions, stakeholder engagement, and firms' environmental, social, and governance performance," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 26(3), pages 598-611, May.
    9. Park, Eunil & Kim, Ki Joon & Kwon, Sang Jib, 2017. "Corporate social responsibility as a determinant of consumer loyalty: An examination of ethical standard, satisfaction, and trust," Journal of Business Research, Elsevier, vol. 76(C), pages 8-13.
    10. S. Rajeswari & Yarlagadda Srinivasulu & S. Thiyagarajan, 2017. "Relationship among Service Quality, Customer Satisfaction and Customer Loyalty: With Special Reference to Wireline Telecom Sector (DSL Service)," Global Business Review, International Management Institute, vol. 18(4), pages 1041-1058, August.
    11. Mujahid Mohiuddin Babu & Panuel Rozario Prince, 2011. "Factors Influencing the Overall Customer Satisfaction of the Wireless Internet Service Users: An Empirical Study in Bangladesh," Indian Journal of Commerce and Management Studies, Educational Research Multimedia & Publications,India, vol. 2(6), pages 14-24, September.
    12. Antonioli, Davide & Mazzanti, Massimiliano, 2017. "Towards a green economy through innovations: The role of trade union involvement," Ecological Economics, Elsevier, vol. 131(C), pages 286-299.
    13. Niu, Dongxiao & Sun, Weizeng & Zheng, Siqi, 2021. "The role of informal housing in lowering China’s urbanization costs," Regional Science and Urban Economics, Elsevier, vol. 91(C).
    14. Yogesh Verma & Maithili R. P. Singh, 2017. "Marketing Mix, Customer Satisfaction and Loyalty: An Empirical Study of Telecom Sector in Bhutan," Indian Journal of Commerce and Management Studies, Educational Research Multimedia & Publications,India, vol. 8(2), pages 121-129, May.
    15. Ahmad Sohail Khan & Saima Majeed & Rizwan Shabbir, 2016. "Designing a Customer Retention Framework for Telecommunication Sector," Information Management and Business Review, AMH International, vol. 8(5), pages 48-60.
    16. Muhammad Irfan & Mohammad Farid Shamsudin & Noor Hadi, 2016. "How Important Is Customer Satisfaction? Quantitative Evidence from Mobile Telecommunication Market," International Journal of Business and Management, Canadian Center of Science and Education, vol. 11(6), pages 1-57, May.
    17. Slãvescu Ecaterina Oana & Panait Iulian, 2012. "Improving Customer Churn Models as one of Customer Relationship Management Business Solutions for the Telecommunication Industry," Ovidius University Annals, Economic Sciences Series, Ovidius University of Constantza, Faculty of Economic Sciences, vol. 0(1), pages 1156-1160, May.
    18. Runhui Lin & Yuan Gui & Zaiyang Xie & Lu Liu, 2019. "Green Governance and International Business Strategies of Emerging Economies’ Multinational Enterprises: A Multiple-Case Study of Chinese Firms in Pollution-Intensive Industries," Sustainability, MDPI, vol. 11(4), pages 1-32, February.
    19. Esmailpour, Javad & Aghabayk, Kayvan & Aghajanzadeh, Mohammad & De Gruyter, Chris, 2022. "Has COVID-19 changed our loyalty towards public transport? Understanding the moderating role of the pandemic in the relationship between service quality, customer satisfaction and loyalty," Transportation Research Part A: Policy and Practice, Elsevier, vol. 162(C), pages 80-103.
    20. Lai, Kee-hung & Wong, Christina W.Y. & Venus Lun, Y.H., 2014. "The role of customer integration in extended producer responsibility: A study of Chinese export manufacturers," International Journal of Production Economics, Elsevier, vol. 147(PB), pages 284-293.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:arp:tjssrr:2018:p:752-760. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Managing Editor (email available below). General contact details of provider: http://arpgweb.com/?ic=journal&journal=7&info=aims .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.