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Measurement Of Local Public Services’ Quality Using Servqual: The Case Of Dubrovnik

Author

Listed:
  • Marija Martinovic

    (University of Dubrovnik)

  • Ivana Pavlic

    (University of Dubrovnik)

  • Meri Suman Tolic

    (University of Dubrovnik)

Abstract

Public services are facing the necessity of the implementation of consumer-oriented business philosophies as well as quality management approach. This paper attempts to emphasize the importance of the consumers' assessment of the public service quality. According to that assessment, the difference between consumers' perceptions and expectations will be determined using SERVQUAL methodology. The research was conducted among 250 residents in Dubrovnik. The results reveal that there is a significant gap between the perceived and expected quality of the public service. Such insight leads to the conclusion that public service management should consider the importance of quality monitoring as the base for the total quality management application.

Suggested Citation

  • Marija Martinovic & Ivana Pavlic & Meri Suman Tolic, 2017. "Measurement Of Local Public Services’ Quality Using Servqual: The Case Of Dubrovnik," Economic Thought and Practice, Department of Economics and Business, University of Dubrovnik, vol. 26(2), pages 593-610, december.
    • Handle: RePEc:avo:emipdu:v:26:y:2017:i:2:p:593-610
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    References listed on IDEAS

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    1. Babakus, Emin & Boller, Gregory W., 1992. "An empirical assessment of the SERVQUAL scale," Journal of Business Research, Elsevier, vol. 24(3), pages 253-268, May.
    2. Dena Ringold & Alaka Holla & Margaret Koziol & Santhosh Srinivasan, 2012. "Citizens and Service Delivery : Assessing the Use of Social Accountability Approaches in the Human Development Sectors," World Bank Publications - Books, The World Bank Group, number 2377, April.
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    Cited by:

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    Keywords

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    JEL classification:

    • H31 - Public Economics - - Fiscal Policies and Behavior of Economic Agents - - - Household
    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing

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