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Developing customer satisfaction indices using SERVQUAL sampling surveys

Author

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  • M.Y. El‐Bassiouni
  • M. Madi
  • T. Zoubeidi
  • M.Y. Hassan

Abstract

Purpose - The purpose of this paper is to develop customer satisfaction indices for the services provided by inspectors in certain departments of Al‐Ain Municipality, the United Arab Emirates. Design/methodology/approach - The methodology is based on customer satisfaction models with SERVQUAL survey input to produce indices of satisfaction and the drivers and outcomes of satisfaction. The survey data were collected via a stratified random sample of the customers who visited Al‐Ain Municipality Customer Service Center (AMCSC) in spring 2008. Structural equation models were fitted to the data and goodness‐of‐fit was assessed. Findings - The customer satisfaction indices and scores of customers’ trust were in the mid‐eighties, indicating high levels of satisfaction and client trust. Research limitations/implications - The limitations of the current study include the small sample size and the use of one indicator of the latent variable trust. Further research may focus more on prioritizing future efforts, improving quality, and performing cross‐institutional benchmarking. Practical implications - Opportunities for quality improvements were identified and some recommendations were provided. Originality/value - Although the results lead to the conclusion that high levels of satisfaction and client trust were attained, there is a room for improvement. The AMCSC has to continuously improve the quality of its services in order to realize its mission.

Suggested Citation

  • M.Y. El‐Bassiouni & M. Madi & T. Zoubeidi & M.Y. Hassan, 2012. "Developing customer satisfaction indices using SERVQUAL sampling surveys," Journal of Economic and Administrative Sciences, Emerald Group Publishing Limited, vol. 28(2), pages 98-108, February.
    • Handle: RePEc:eme:jeaspp:v:28:y:2012:i:2:p:98-108
    DOI: 10.1108/10264111211248394
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    References listed on IDEAS

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    1. Eugene W. Anderson & Mary W. Sullivan, 1993. "The Antecedents and Consequences of Customer Satisfaction for Firms," Marketing Science, INFORMS, vol. 12(2), pages 125-143.
    2. Rosanna Giannoccaro & Nicola Costantino & A. Ludovico & Roberto Pietroforte, 2008. "Measuring Citizen Satisfaction with Aspects of Public Services from a Local Authority and Determining Their Importance: A Case Study," Public Organization Review, Springer, vol. 8(1), pages 1-15, March.
    3. Jon Hartwick & Henri Barki, 1994. "Explaining the Role of User Participation in Information System Use," Management Science, INFORMS, vol. 40(4), pages 440-465, April.
    4. Ateeq A. Jakka, 2004. "Client-Quality Dimensions: Empirical Evidence from the Public Sector of the United Arab Emirates," Public Organization Review, Springer, vol. 4(3), pages 239-257, September.
    5. Eshghi, Abdolreza & Haughton, Dominique & Topi, Heikki, 2007. "Determinants of customer loyalty in the wireless telecommunications industry," Telecommunications Policy, Elsevier, vol. 31(2), pages 93-106, March.
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    1. Thomai Karagianni & Georgios Theriou, 2018. "Service quality in local government and its effect on citizen satisfaction: The case of the Division of Transportation and Communications of the Regional Unit of Kavala in the region of Eastern Macedo," International Journal of Business and Economic Sciences Applied Research (IJBESAR), International Hellenic University (IHU), Kavala Campus, Greece (formerly Eastern Macedonia and Thrace Institute of Technology - EMaTTech), vol. 11(2), pages 7-16, September.

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