IDEAS home Printed from https://ideas.repec.org/a/taf/lpadxx/v45y2022i3p242-256.html
   My bibliography  Save this article

New Public Management and Customer Perceptions of Service Quality – A Mixed-Methods Study

Author

Listed:
  • Gurmeet Singh
  • Neale J Slack

Abstract

The purpose of this study is to explore the impact of New Public Management (NPM) reform on customers’ perceptions of service quality. This study uses a mixed methods research design. For quantitative data, we use a structured questionnaire and for qualitative data a single, longitudinal, explanatory case study. The case study and survey research findings integrate well and suggest that NPM reform under the right circumstances can result in tangible improvements in service quality, even in the short term. However, NPM reform should not be perceived as a silver bullet that can overcome overnight all inculcated Weberian bureaucratic weaknesses of the public sector that have built up over many years. This research provides significant contribution to new knowledge relating to the impact of NPM on customer perception of service quality, and in particular relating to a Small Island Developing states (SIDs).

Suggested Citation

  • Gurmeet Singh & Neale J Slack, 2022. "New Public Management and Customer Perceptions of Service Quality – A Mixed-Methods Study," International Journal of Public Administration, Taylor & Francis Journals, vol. 45(3), pages 242-256, February.
    • Handle: RePEc:taf:lpadxx:v:45:y:2022:i:3:p:242-256
    DOI: 10.1080/01900692.2020.1839494
    as

    Download full text from publisher

    File URL: http://hdl.handle.net/10.1080/01900692.2020.1839494
    Download Restriction: Access to full text is restricted to subscribers.
    File URL: https://libkey.io/10.1080/01900692.2020.1839494?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    More about this item

    Statistics

    Access and download statistics

    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:taf:lpadxx:v:45:y:2022:i:3:p:242-256. 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.

    We have no bibliographic references for this item. You can help adding them by using 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: Chris Longhurst (email available below). General contact details of provider: http://www.tandfonline.com/lpad .

    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.